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Submitted For Partial Fulfillment of Requirement For The Award o

This document is a major project report submitted for a post graduate diploma in management. It examines the customer relationship management practices of Maruti Suzuki Ltd. in Raipur, India. The report includes chapters on the background and objectives of the study, a company profile of Maruti Suzuki, a literature review on customer relationship management, the research methodology used, an analysis of data collected, findings, limitations, and conclusions and recommendations. The project was supervised by Prof. Sujit Dey and submitted by Uday Bhaskar Pandey to the Disha School of Management in Raipur, India.

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61 views7 pages

Submitted For Partial Fulfillment of Requirement For The Award o

This document is a major project report submitted for a post graduate diploma in management. It examines the customer relationship management practices of Maruti Suzuki Ltd. in Raipur, India. The report includes chapters on the background and objectives of the study, a company profile of Maruti Suzuki, a literature review on customer relationship management, the research methodology used, an analysis of data collected, findings, limitations, and conclusions and recommendations. The project was supervised by Prof. Sujit Dey and submitted by Uday Bhaskar Pandey to the Disha School of Management in Raipur, India.

Uploaded by

Sushant Mali
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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A

Major Project Report


On
“CUSTOMER RELATIONSHIP MANAGEMENT OF MARUTI
SUZUKI LTD IN RAIPUR”

Submitted for partial fulfillment of requirement for the Award


of
Post Graduate Diploma in Management
of
DISHA SCHOOL OF MANAGEMENT
Raipur (C.G.)
Session 2009-11

Supervision By: Submitted By:


PROF. SUJIT DEY UDAY BHASKAR PANDEY
FACULTY OF MANAGEMENT UNIQUE ID: 0908009
DSM PGDM- VI TRIMESTER

DEPARTMENT OF MANAGEMENT
DISHA SCHOOL OF MANAGEMENT
Approved by AICTE, Ministry of HRD Government of India
Satya Vihar, Vidhansabha-Chandrakhuri Marg, Mandir Hasaud,
Raipur (C.G.) 492101
DECLARATION

I the undersigned solemnly declare that the report of the project work entitled
“CUSTOMER RELATIONSHIP MANAGEMENT OF MARUTI SUZUKI LTD IN
RAIPUR” under the supervision of Prof. Sujit Dey.

I assert that the statements made and conclusions drawn are an outcome of the project
work. I further declare that to the best of my knowledge and belief that the project report
does not contain any part of any work which has been submitted for the award of any other
degree/diploma/certificate in this Institute or any other Institute.

(Signature)

Name: Uday Bhaskar Pandey

Unique ID No.: 0908009


CERTIFICATE BY GUIDE

This to certify that the report of the project submitted is the outcome of the project work
entitled “CUSTOMER RELATIONSHIP MANAGEMENT OF MARUTI SUZUKI LTD
IN RAIPUR” carried out by Uday Bhaskar Pandey bearing Unique ID: 0908009 carried by
under my guidance and supervision for the award of Post Graduate Diploma in Management of
Disha School of Management, approved by AICTE, Ministry of HRD Government of India
Raipur (C.G), India.

To the best of the my knowledge the report


i) Embodies the work of the candidate himself,
ii) Has duly been completed,
iii) Fulfils the requirement of the ordinance relating to the PGDM programme and
iv) Is up to the desired standard for the purpose of which is submitted.

_______________________
(Signature)

Name: Prof. Sujit Dey


Faculty of Management
DSM, Raipur
CERTIFICATE BY THE EXAMINERS

This is to certify that the project entitled

“CUSTOMER RELATIONSHIP MANAGEMENT OF MARUTI SUZUKI LTD IN


RAIPUR”

Submitted by

Uday Bhaskar Pandey,Unique ID. 0908009. Has been examined by the undersigned as a part of
the examination for the award of Post Graduate Diploma in Management of Disha School of
Management, approved by AICTE, Ministry of HRD Government of India Raipur (C.G), India.

Name & Signature Name & signature


of of
Internal Examiner External Examiner
Date: Date:

Forwarded by
Academic Head
Department of Management
ACKNOWLEDGEMENT

Achieving a milestone for any person is extremely difficult. However, there are
motivations which come across the curvaceous path like twinkling stars in the sky and make our
task much easier. It becomes my humble and foremost duty to acknowledge all of them. Success
of any task depends upon the sincerity and hard work, associated with cent percent devotion and
dedication towards that work. Words are scarce to express my deep gratitude to those who
helped me with their efforts in completion of this project.
Also, I thank Prof. Sujit Dey, Faculty of Management, DSM and my internal guide
without whose guidance & support this project report would not have been completed. .
I extend sincere gratitude to all my professors, seniors, family members and
friends who directly or indirectly helped me in the successful completion of this project.

Uday Bhaskar Pandey


Unique Id. 0908009
PGDM- VI Trimester.
DSM, Raipur
TABLE OF CONTENT

SERIAL No. TITLE PAGE No.


CHAPTER-1
1.1 RATIONAL STUDY 1
CHAPTER-2
2.1 PROJECT TITLE 3
2.2 OBJECTIVE OF STUDY 3
2.3 SCOPE OF THE STUDY 4
CHAPTER-3
3 PROFILE OF 4
THE COMPANY

CHAPTER-4
4. REVIEW OF LITERATURE 16
CHAPTER-5
5. RESEARCH 24
METHODOLOGY

CHAPTER-6
6. DATA ANALYSIS & 30
INTERPRETATION

CHAPTER-7
7. FINDINGS 40
CHAPTER-8
8. LIMITATIONS 41
CHAPTER-9
9. CONCLUSION & 42
SUGGETIONS

10 APPENDIX 43
11 BIBLIOGRAPHY 45

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