CUSTOMER RELATIONSHIP MANAGEMENT OF GIFT SHOP START UP IN WESTERN ODISHA

CUSTOMER RELATIONSHIP MANAGEMENT OF GIFT SHOP
START UP IN WESTERN ODISHA
(SURVEY OF JHARSUGUDA / ROURKELA / SAMBALPUR)
A DISSERTATION SUBMITTED TO THE POST GRADUATE DEPARTMENT
OF COMMERCE IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR
THE DEGREE OF
MASTER OF COMMERCE
SUBMITTED TO: -
ASST. PROF. MR. DHIREN KUMAR MAHANTA
HOD, P.G DEPARTMENT OF COMMERCE
GOVERNMENT AUTONOMOUS COLLEGE, ROURKELA
SUBMITTED BY
NAME - PARV PODDAR
ROLL NO - 19PCOM029
CLASS - PG 2ND
YEAR
REGISTRATION NO - 35670/16
SESSION - 2019-2021
UNDER THE GUIDANCE OF
MADHUSMITA MALIK
FACULTY IN PG DEPARTMENT OF COMMERCE

POST GRADUATE DEPARTMENT OF COMMERCE
GOVERNMENT AUTONOMOUS COLLEGE, ROURKELA
CERTIFICATE
This is certify that the dissertation entitled “CUSTOMER RELATIONSHIP
MANAGEMENT OF GIFT SHOP START UP IN WESTERN ODISHA” is
submitted for the award of the degree of M. Com to Government Autonomous
college, Rourkela, Sundargarh embodies the result of bonafide research work carried
by PARV PODDAR , having ROLL NO 19PCOM029 under my guidance &
supervision. No part of the dissertation has been submitted for any other Degree or
Diploma.
Asst. Prof. Mr. Dhiren Kumar Mahanta Madhusmita Malik
HOD, PG Dept. of Commerce Faculty in PG Dept. Of Commerce

DECLARATION BY THE CANDIDATE
I the undersigned solemnly declare that the project report is
“CUSTOMER RELATIONSHIP MANAGEMENT OF GIFT SHOP START
UP IN WESTERN ODISHA” based on my own work carried out during the course
of our study under the supervision of Madhusmita Malik Mam.
I assert the statements made and conclusions drawn are an outcome of my research
work. I further certify that
1. The work contained in the report is original and has been done by me under
the general supervision of my supervisor.
2. The work has not been submitted to any other Institution for any other
degree/diploma/certificate in this university or any other University of
India or abroad.
3. We have followed the guidelines provided by the university in writing the
report. IV. Whenever we have used materials (data, theoretical analysis,
and text) from other sources, we have given due credit to them in the text
of the report and giving their details in the references.
Parv Poddar
19PCOM029

ACKNOWLEDGEMENT
I would like to express my gratitude towards Madhusmita Malik for guiding
me throughout the project. I also feel thankful and express my kind gratitude towards
our HOD Asst. Prof. Mr. Dhiren Kumar Mahanta for allowing me to conduct
“CUSTOMER RELATIONSHIP MANAGEMENT OF GIFT SHOP START
UP IN WESTERN ODISHA” project.
I thank all participants shops, Sapno Ka Tofaa from Jharsuguda, The Needs
& Asiatic Gallery From Sambalpur and Archies Gallery from Rourkela, The for
their positive support and guidance. I feel thankful to the college staff for giving me
such a big opportunity. I ensure that this project was done by me and is not copied.
PARV PODDAR
19PCOM029
CONTENTS

SL No PARTICULARS PAGE NO.
1 Chapter-1 (Introduction)
1
1.1 Concept of the Topic 2
1.2 Scope of the Study 4
1.3 Limitation of the Study 6
1.4 Sources of data 6
1.5 Methodology 6
1.6 Chapterisation 7
2 Chapter-2 (Literature Review) 8
2.1 Introduction to the Literature 9
2.2 Objective of the study 9
2.3 Literature Review 10
3 Chapter-3 (Profile’s of the Business) 25
3.1 Profile of the Business (History & development) 26
4 Chapter-4 (Empirical Analysis) 35
5 Chapter-5 (Findings & Suggestion) 45
6 Chapter-6 (Conclusion) 49
7 Bibliography 50
Chapter 1 :- Introduction

Data are becoming the new raw material of business….
– By Craig Mundie, Senior Advisor to the CEO at Microsoft
Engaging old Customers with Busines, Indirectly Increases
the Life of the business….. - Parv Poddar
In this Digital and E-Commerce Era, every business is doing as well as trying to do
their best to maintain customer relationship, Business Profitability, and
Advertisement as well. Maintaining Customer Relationship is a challenge now days;
if you are a business man and you are not able to engage your previous customer
they will not be loyal to you, they will shift towards new and better if any there. Any
activity which has the objective of earning profit is called business. Such activities .
are termed' as economic activities. They may take the form of consumption,
production, distribution or exchange. Its primary function is to transform a set of
inputs into output which includes both goods as well as services. The objective of a
firm carrying on business is the same i.e. to earn profit,The term 'environment' refers
to a set of external factors and forces which are outside the control of the firm. In
study of Masters there were 2 subjects which were Business Ethics and Business
Environment they give lesson towards the Roles and Importance of Business
towards society. The Analogy between them is quite satisfying and how it can be
used is further explained in this project, with real examples.
Business Ethics belongs to the branch of philosophy which deals with normative or
'what ought to be the norms of conduct.' Ethical concepts should essentially follow
the process of logical reasoning which includes conceptualizing, defending and
suggesting the norms of correct and incorrect behavior. Business ethics deals with
applied ethics which also includes individuals, societal and organizational values.
Ethics in business includes precepts, principles and practices in the conduct of
business. This is done specifically in view of the stakeholders namely shareholders,
employees, customers, creditors, suppliers, competitors, government, investors and
community, The code of conduct related to best practices in business emphasizes the
implication of ethics in business.
1.1 Concept of the Topic

The Focus mainly on the Customer Relationship Management CRM, Also known as
a client relationship manager, a customer relationship manager maintains an ongoing
level of engagement with key customers. Customer relationship managers build
trusting relationships with clients and protect the brand by maintaining a positive
image. customer relationship manager will constantly identify opportunities to grow
the customer base and build positive relationships with new clients. You should also
be strategic and analytical when finding solutions to problems to ensure maximum
client satisfaction.
To be successful as a customer relationship manager, one should possess excellent
communication skills and maintain the core values of the organization. You will
conduct quality assurance surveys to determine customer satisfaction and use the
findings to improve on areas of complaint. Ultimately, an outstanding customer
relationship manager will work closely with sales and accounts managers to ensure
that all staff preserves relationships with clients.
Customer Relationship Manager Responsibilities:
• Building and maintaining profitable relationships with key customers.
• Overseeing the relationship with customers handled by your team.
• Resolving customer complaints quickly and efficiently.
• Keeping customers updated on the latest products in order to increase sales.
• Meeting with managers in the organization to plan strategically.
• Expanding the customer base by upselling and cross-selling.
• Understanding key customer individual needs and addressing these.
• Conducting business reviews using CRM programs.
• Knowing your competition and strategizing accordingly.
Need and Importance of CRM:
• Better service to customers: ...
• Customization of market offerings: ...
• Reduction in the customer defection rate: ...
• Increase and improvement in long-term relationships: ...
• Increase in customer equity: ...
• Competitive advantage: ...
• Building and maintaining corporate image: ...

• Higher return on investment
The Project consist comparisons between Gift shops from Sambalpur, Jharsuguda,
and Rourkela, the shop were chosen on basis of Google Map Review according to
search, upon them questions regarding Ethics and Environment were asked, there is
no advance tool or process is used just normal comparisons on based of answers we
got from the business itself.
Topic chosen for deeper understanding of Customer Relationship and various
factors influencing the customer to transfer / visit another shop, Gift shop was chosen
because it is a service with interact with customer over a long period of time until
the gift is being ready.
In other business for example : Electronics, Food Items, Necessities Retail or
wholesale shops all have their product to sell as quick the customer arrives, but in
gift shop this is isn’t the case there is interactions with the shopkeeper until and
unless the work is being done or achieved.
The ultimate Task and Concept was to see how each business has their own
perspective towards the society and what kind of ethics they do follow in the real
competitive market to get a push in the position as well recommendation, the
customer point in past as compare to present the digital era has been increased
significantly as previously there wasn’t any platform for the customer to give
feedback on a global scale about the business, and of which the exploitation and
arbitrary actions was taken by the shopkeepers without in the knowledge of the
society but now with the beginning of the Digital Era – Internet world we have
multiple platforms where business are getting multiple number of feedbacks and
their quality of service.
Giving my own example for further clear and clean view of platforms like Google
Maps, Just dial, Facebook, Amazon, Flipkart, India mart and many more and more
are there upon which the choice is totally depend upon the customer in which of
them he/she is comfortable and think are reliable sources and the information is
checked and verified. Also the business must be registered on the particular website
or portal to have numbers of reviews.
1.2 Scope of the Study

Traditionally and essentially CRM is management software for sales, marketing and
customer service teams as they are the major touch points for any customer Relation
strategy.
1. CRM for sales management
• Salesforce and pipeline management
• Lead, contact and prospect management
2. CRM for marketing
• Product Awarness campaign management
• Database management
• Social media engagement
3. CRM for customer service
• Customer service and contact management
• Promotion Stuffs
• Social listening integration
As there are numbers of shops are there which provide all services or many not
provide, may or may not be registered or may or may not be selling online, there
also is probability of that there may be no customer who has not reviewed but the
business is at a good position comparable to its competitors, thus from many reasons
the Covid – 19 Pandemic is also responsible to make the scope of study to a limited
ground and area, in my case the projected is sole limited to 3 districts only.
But this kind of project need a great detail and unlimited scope as the business also
affected by a number of reasons to be success or failure, in this case whole western
Odisha is also not counted because in some districts there were no shops and even if
there was any it was not in competition to had any chances of question or chances
of improving their performance with due respect of time, changes come always to
those are a where there is a need of competition or challenged, without both of them
whether it’s a person or business ( which is also refereed as Artificial Person in
Commerce ) can’t improve their performance.
Being having limited scope for study, this report or project cannot satisfy in all
aspects of our county or our state but taking accordance with the limited districts
only one can satisfy with it, study provide certain minute details and real life tactics
to have a good control over the business and help to analyzing the environment also.

This business project benefit to young entrepreneurs who are going to or willing to
start contribution in our economy through going in Business field, as with my
knowledge and lessons I have till now I can say a very famous dialogue in context
of what knowledge will you get from is the dialogue is
“A Car never wins a Race, It’s the Driver who make it win..“
In Simple words the Business is neither good nor bad, neither profitable nor not
profitable, its solely depends upon the business man and he is only responsible
whether business is working out or not working out, one cannot blame customers,
places or any other materialist things.
This Survey will also help in
• During this Covid-19 Pandemic it will led to know what is CRM and How to
maintain, implement and Ensure.
• Will Definitely help new and existing start up to know the meaning of CRM
and know the importance.
• This will also Help in Consumer Survey as it will work as a base for CRM.
1.3 Limitation of the Study

The limitations are in following points :-
1) There was Limitation of access to the cities of whom the businesses are taken
into consideration.
2) Lack of Ground Level investigation.
3) Lack of evidence.
4) Ethical Question answered cannot be challenge but can be questionable on
different views.
5) Even though there was nothing sensitive data required from them, still some
denied helping due to digital hacking, Virus, and misusing of information, for
which necessary action like disclaimer was given.
6) Counter Questions cannot be done through telephonic conversation as it may
lead to arguments and conflicts over call.
7) Even though in amid of Covid Pandemic and Lockdown all over the state no
was ready to help in context of giving time for telephonic conversation neither
filling up the survey, which was given to them in return for a Participation
certificate as lollypop
8) Finding a Gift shop was a real challenge as there were many who were not
registered but due to baseless there shop would not be qualified for this project
1.4 Sources of Data
The Sources of Data were primary and secondary both as well, Due to pandemic
only the project is quasi Primary Data based and even the base is taken from the
secondary data ( Google Maps Review ).
1.5 Methodology
There has been Questionnaire method, Telephonic Questionnaire and Graphical
Representation is used during any activity of the project, it based on common sense
comparison only and hence can be used or understand by anyone.
1.6 Chapterisation

Further the Chapters include certain details provided in summerised manner here
only :
Chapter 1: Introduction to Survey / Project :- Details of the survey, what its Concept,
Need, Significance, and its Aptitude
Chapter 2: Introduction to Customer Relationship Management ( CRM ) :- Consist
of Views and Reviews of Different authors on this project and consist their Article,
Books and Research including methodologies used by them to survey and
summarization of their report based on it, to make a clean clear image it. It will
consist of a major introduction and Objective of the literature review and then having
views, methodologies and summary of their report
Chapter 3: Profile’s of the Business :- Details of Each business and evidences
collected by them will be projected on it as well as it will contains the basic details
of the business to compare with each of them as business also characteristics by the
level of investment and hard work done by them, and changes and products they
have and they going to sell in the business.
Chapter 4: Empirical Analysis :- The Full top comparison between business and in
different aspects and their environment, with full of questionnaire and Graph plots
and how they can do well in their business.
Chapter 5: Findings & Suggestions :- What the difference with make a difference in
customer point of view and their perspective will be share accordingly with my point
of view and what challenges and Benefits faced by me from time to time.
Chapter 6: Conclusion :- Finally with summarization and consolidated report on the
project with consisiting of all important highlights, Facts and Figures.

Chapter 2 :- Literature Review
"Your most unhappy customers are your greatest source
of learning." - Bill Gates - Amanda Austin

Chapter 2.1 :- Introduction to the Customer Relationship
Management
Customer relationship management (CRM) first gained prominence in the
early 1990s. It refers to the holistic approach that organizations can take to manage
their relationships with their customers, including policies related to contact with
customers, collecting, storing, analyzing customer information, and the technology
needed to perform these tasks.
Literature of review in this project is majorly based on the customer
relationship and how if going to affect the basic and foundation of the business, as
well as the image portrayed by the customer in the sociological and physiological
manner in society and their environment, There will be many Authors and articles
to make a basic and ideology of this project to further introduce and go to the data
collected by me, literature review will clear in what context the project is being taken
by me and hence being done, it also plays a major role in understanding this project.
Chapter 2.2 :- Objective of the study
The objective to study are explained some following points :
1) To analyze Western Odisha Market Important Cities – Jharsuguda, Sambalpur
and Rourkela.
2) To Help MSME’s, Small Business to know the importance of Customer
Relationship Management and how it works.
3) Made for the prospect, growth and improvement of Small Scale Industries.
4) Will Create a Base and Ideology for further understating of the Project and
Survey led by to do in this business.
5) Will help in accumulating and comparing the basis on which on can easily
count on the business and need to change or implement in the business.
6) Context of Study and project for more broad understanding and clarity on
project.

Chapter 2.3 :- Literature Review
“Your Brand Is What Other People Talk About, When You
Are Not In The Room…” - Dr Vivek Bindra
Sl. No 01
Article Name
& Type
Customer Relationship Management ( CRM ) – Book
Author Francis Buttle
Objective
1) Explains what CRM is,
2) The benefits it delivers,
3) The contexts in which it is used,
4) How it can be implemented
5) How CRM can be used throughout the customer life-cycle stages
Methodology Logical Structure, Easy Accessibility and Case Illustrations.
Summary
Information technology (IT) companies have tended to use the term
CRM to describe the software applications that automate the
marketing, selling and service functions of businesses. This equates
CRM with technology. Although the market for CRM software is now
populated with many players,The term portfolio is often used in the
context of investments to describe the collection of assets owned by an
individual or institution,
A customer portfolio is the collection of mutually exclusive customer
groups that comprise a business’s entire customer base.The core
customer lifecycle management processes are the customer acquisition,
customer development and customer retention processes. These three
processes determine how companies identify and acquire new
customers, grow their value to the business and retain them for the long
term.

Sl. No 02
Article Name
& Type
Customer relationship management (CRM) and Innovation: A qualitative
comparative analysis (QCA) in the search for improvements on the firm
performance in winery sector
Author
A) Department of Business Organization, Universitat Politècnica de
València, Spain
B) Universidad Privada Boliviana, Bolivia
Objective
1) This article presents an exhaustive review of previously published
findings and studies the reality of CRM in business through a qualitative,
descriptive approach, reviewing the present-day literature on the impact
of CRM in the modern business environment.
2) This article reviews the 17 most recent and most relevant studies on
how CRM affects the development of Business Innovation policies,
Methodology local investigation.
Summary
Customer Retention is the most relevant dimension for CRM studies.In
terms of Innovation, the Process Innovation dimension is the most
significant.The CRM most relevant focus is how to help companies retain
customers.CRM is a key tool for customer loyalty reinforcement and firm
performance.
Sl. No 03
Article Name
& Type
“In A.I. we trust?” The effects of parasocial interaction and technopian
versus luddite ideological views on chatbot-based customer relationship
management in the emerging “feeling economy”
Author SeounmiYoun & S. VenusJinb
Objective
A between-subjects experiment examined the effects of the type of
relationship (virtual assistantship versus virtual friendship) consumers
build with AI-enabled chatbots on brand personality perception,
parasocial interaction (PSI), and CRM.
Methodology Questionnaire and Customer Experience Survey
Summary
Chatbots can form virtual assistantship versus virtual friendship with
customers. Chatbots can represent a brand in customer relationship
management (CRM). Brand personality perception and parasocial
interaction (PSI) affect CRM. Virtual friend chatbots induce stronger PSI
than virtual assistant chatbots. Technopians and luddites respond
differently to AI-manifested brand personality.

Sl. No 04
Article Name
& Type
Brave New World? On AI and the Management of Customer
Relationships
Author
BarakLibai, YakovBart, SonjaGensler, Charles F.Hofacker, Andreas
Kaplan , KimKötterheinrich & Eike BenjaminKrollf
Objective
1) conduct herein a critical analysis of how artificial intelligence (AI)
affects the essential nature of customer relationship management (CRM).
2) survey the AI capabilities that will transform CRM into AI-CRM and
examine how the transformation will influence customer acquisition,
development, and retention.
3) Highlight in particular how AI-CRM's improving ability to predict
customer lifetime value
Methodology Quantification and digitalization trends, Larger CRM datasets
Summary
Given AI's aforementioned abilities, we consider outcomes for customers,
firms, and markets in general, starting with customers. Indeed, many
customers may enjoy enhanced personal service, the benefit likely to
become less costly as technology enables firms to replace humans in an
increasing number of service jobs. However, as follows from the previous
discussion on selective acquisition, development, and retention, AI-CRM
is not likely to deliver such benefits equally to all consumers. We next
elaborate on the reasons therefore.
Sl. No 05
Article Name
& Type
Strength in Numbers: How Does Data-Driven Decision making Affect
Firm Performance?
Author Erik Brynjolfsson, Lorin M. Hitt
Objective
1) measure of the use of “data-driven decision making” (DDD)
2) captures business practices surrounding the collection and analysis of
external and internal data
Methodology
Combining measures of this construct captured in a survey,Analysis of
financial performance and market value
Summary
Case literature and economic theory suggest a potential connection
between data driven decision making and productivity. By analyzing a
large sample of firms, we find that DDD is indeed associated with higher
productivity and market value, and that there some evidence that DDD is
associated with certain measures of profitability (ROE, asset utilization).
Our results are consistent with different measures of our IT variable and
changes in the time period of the panel. In the productivity estimation, it

appears to be robust to the use of instrumental variables methods to
control for reverse causality or other forms of endogeneity. Collectively,
our results suggest that DDD capabilities can be modeled as intangible
assets which are valued by investors and which increase output and
profitability.
Sl. No 06
Article Name
& Type
Impact of Celebrity Endorsements on Brand Image.
Author Debiprasad Mukherjee
Objective
1) To analyze the impact of celebrity endorsements on brands.
2) To examine the relationship between celebrity endorsements and
brands.
3) Impact of celebrity endorsement on consumer's buying behavior.
4) How consumer makes brand preferences.
Methodology
Questionnaire based sample analysis, Interviews over phone & face to
face
Summary
It is easy to choose a celebrity but it is tough to establish a strong
association between the product and the endorser. Advertising is seen as
playing a manipulative and merciless role in the emerging brandscape,
seeking to transform customers into the personification of brand identity.
Keller emphasizes the need for a structured approach based on sound
research in order to manage brands strategically and to generate optimum
value both in terms of asset valuation and marketing efficiency. To
achieve this effectively, value for the brand has to be created and
managers must have the knowledge and expertise to exploit this value by
developing profitable brand strategies. Overall research points to
accumulated positive influence over the audience's recall and purchase
intentions, with celebrities deemed more effective than using a typical
consumer or expert.
Sl. No 07

Article Name
& Type
Aggregate Confusion: The Divergence of ESG Ratings
Author Florian Berg, Julian F Kölbel
Objective
investigates the divergence of environmental, social, and governance
(ESG) ratings
detect a rater effect where a rater's overall view of a firm influences
Methodology
categorize all indicators provided by the different data providers into a
common taxonomy of 65 categories
Summary
The contribution of this article is to explain why ESG ratings diverge. I
develop a framework that allows a structured comparison of very
different rating methodologies. This allows us to separate the difference
between ratings into the components scope, measurement, and weights
divergence. I find that measurement divergence is the most important
reason why ESG ratings diverge, i.e. different raters measure the
performance of the same firm in the same category differently.
Sl. No 08
Article Name
& Type
Do Some Business Models Perform Better than Others?
Author Thomas W. Malone, Peter Weill
Objective
analyze the firms' financial performance in three categories: market value,
profitability, and operating efficiency
Methodology Analysis of sources of revenue in their financial reports
Summary
results will be useful to several different kinds of readers. First, they can
help researchers systematically analyze changes over time in the business
models of individual firms and whole populations of firms. Second,
managers can use our business model concepts to understand at a deeper
level the structural choices they have to make about their own firms’
business models and how to manage these different business models
effectively. Finally, our framework can provide investors with a useful
lens for analyzing potential investments. Unlike well known concepts
such as industry classification, this perspective focuses on the deep
structure of what firms actually do. And, since this perspective is not yet
well-known, it may lead to novel insights about which investment
opportunities are most attractive.

Sl. No 09
Article Name
& Type
The Economics of Privacy
Journal of Economic Literature, Vol. 52, No. 2, 2016
Sloan Foundation Economics Research Paper No. 2580411
Author Alessandro Acquisti, Curtis R. Taylor
Objective
1) Summarizes and draws connections among diverse streams of
theoretical and empirical research on the economics of privacy.
decisions regarding the trade-offs associated with the privacy and the
sharing of personal data.
2) How the economic analysis of privacy evolved over time, as
advancements in information technology raised increasingly nuanced and
complex issues associated with the protection and sharing of personal
information.
Methodology collected about individual users using Internet
Summary
— as highlighted by both theoretical models and empirical studies
— may reduce frictions in the market and facilitate transactions. On the
other hand, however, the claimed societal benefits of data sharing have
not always been vetted and confirmed. For instance, the ability of Google
Flu Trends to correctly estimate influenza activity
Sl. No 10
Article Name
& Type
CRM and 4 P’s of Marketing
Author Prof R Ramakrishnan
Objective
1) Sustainable competitive advantage Although CRM
2) Impact in India has been mixed. It has been called a strategic tool that
combines business processes, technology, employees and information
across an enterprise to attract and retain profitable customers.
Methodology Data Interpretation
Summary
CRM can cut a lot of waste out of marketing programs. Data is generated
every time customers contact the company and every time someone from
the company contacts them. To use CRM successfully, they must shift
their focus from products to customers and implement the change across
the company. CRM can also help in tackling competition by taking on
new competencies, delivering value for money, institutionalizing TQM,
reducing cycle time and building strong brands. In fact, CRM can help
build strong Indian brands

Sl. No 11
Article Name
& Type
A STUDY ON EFFECTIVENESS OF SOCIAL MEDIA
ADVERTISING IN INDIA
Author Palla Reddy, Dr. L. Kuladeep Kumar
Objective
1) To investigate and analyze the key factors that affect the effectiveness
of advertisements on Facebook, Twitter and other Social Media
Channels.
2) To find the impact of interaction through these communication among
users(with reference to Facebook and Twitter)
Methodology structured questionnaire, uses a descriptive research method.
Summary
Social Media measures are classified into the following dimensions viz.,
Infusion measures, Market measures, and Economic Measures. This
study examines to measure Social Media effectiveness as considers CVM
, ELAM, TAM models to measure the effectiveness of Social Media. The
results says that the Social Media effectiveness leads to Economic
Measures (Impact), Influence to Good Planning ( Influences) and Market
Analytics (response)
Sl. No 12
Article Name
& Type
E-Banking Practices and Customer Satisfaction - A Case Study in
Botswana
Author Dr. Asma Mobarek
Objective
1) Evaluate electronic banking, more commonly known as e-banking as
a strategy and related
2) Methods adopted by selected commercial banks in Botswana
to improve the customer satisfaction, which plays a major part in the
service industry
3) Study of four commercial banks in Botswana
Methodology Questionnaire, sampling
Summary
Consumer behaviour is changing partly because of less spare time. The
way of use of financial services is characterized by individuality,
mobility, independence of place and time and flexibility. Financial
transactions caused by purchases will more and more be carried out by

non- and near- banks. These facts represent big challenges for
banks.Banks are using the Internet as a new distribution channel.
Sl. No 13
Article Name
& Type
Valuing Customers
Author Sunil gupta, donald r. Lehmann, and jennifer ames stuart
Objective
(1) provides insights not possible at the traditional more-aggregate level
of analysis,
(2) facilitates projections for new and growing businesses, and
(3) provides an explanation for the dot-com bubble.
Methodology
using data from five companies: one traditional firm (Capital One) and
four Internet companies (Amazon.com, Ameritrade, eBay, and E*Trade)
Summary
Customer lifetime value is receiving increasing attention in marketing,
especially in database marketing. In this article, we attempt to show that
the concept not only is important for tactical decisions but also can
provide a useful metric to assess the overall value of a firm. The
underlying premise of our model is that customers are important
intangible assets of a firm, and their value should be measured and
managed as is any other asset. Our article builds on recent work in
marketing in the area of customer lifetime value by extending it to the
arena of financial valuation. We also build on recent work in accounting
in which the approach has been to regress current market value of a firm
against tangible and intangible assets.
Sl. No 14
Article Name
& Type
Customer Lifetime Value
Author Prof. R Ramakrishnan
Objective various concepts connected with Customer Life time value.
Methodology Theory
Summary
can compare the future value of customers. LifeTime value is used to
make decisions about allocating marketing to ideas that generate high
potential value customers, and away from ideas generating low potential
value customers. Merchants typically use promotional offers, trial
periods, unique content, bundled offerings and more to attract potential

consumers. Customer Response, Retention and Valuation Concepts using
Recency and Frequency can be used to rank the LifeTime Value and
likelihood to respond of customers relative to each other.
Sl. No 15
Article Name
& Type
Customer Relationship Management in Indian Banks
Author G.S Popli, D.N Rao
Objective
1) To analyze the extent of the implementation of CRM in Indian Banks.
2) To study and compare CRM implementation between the Public and
Private Sector Indian Banks.
3) To analyze the perceptions of the customers regarding the impact of
CRM on service quality.
4) To evaluate the impact of CRM on customer retention.
Methodology Cronbach Alpha test
Summary
Banks have started acknowledging the importance of the customers in
developing their business. They have recognized that it is essential to
protect and grow its customer base and ultimately its profitability. The
banks can do this by building a strong relationship with the customers. To
meet the customer needs and to beat the competition, they must deliver
superior quality service. The CRM approach adopted by banks focuses
on maximizing the value for the customer and the bank. The key drivers
to customer loyalty are: (a) Positive Staff Attitude. (b) Honesty, Integrity
and Reliability. (c) Productive advice and delivery of the promised
service. (d) Consistent delivery of superior quality service. (e) Simplicity
and easiness of doing business. (f) A fair and efficient complaints
resolution.
Sl. No 16
Article Name
& Type
CRM and Stakeholder Management
Author R Ramakrishnan
Objective
1) To identify stakeholders, measure their relative and absolute influence
on organisational or project performance and on one another and then to
manage the linkages between these influential relationships.
2) It helps them ensure that they and their projects succeed where others
fail.

Methodology CRM approach requires substantial data, Internet Data
Summary
Technologies like mobile phones, internet etc can be leveraged to increase
delivery channels at lower cost, and have better internal control systems.
A reliable credit information system that will enhance the efficiency
safety and integrity of the payments and remittances system can be
developed using CRM. It would also provide all the required MIS reports.
A well functioning payments system itself improves economic activity
and its efficiency. Further financial services need to be supplemented by
organizing support for ancillary activities and knowledge dissemination.
Farmers training centers, village knowledge centers for ensuring
sustainable development
Sl. No 17
Article Name
& Type
EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON
CUSTOMER SATISFACTION AND LOYALTY
Author Dr. E. B. KHEDKAR
Objective
1) To analyze the impact of customer relationship management on
customer satisfaction. 2) To analyze the impact of customer relationship
management on customer loyalty.
Methodology
based on cross sectional method because the data obtained is used to
understand the distribution of statistical population. The data is collected
through survey with questionnaire as data collection tool.
Summary
Customer Relationship Management (CRM) is a process that integrates
management of customer groups, management heads of an organization
and managing business in an effective way. CRM act as tool to facilitate
the business and thereby improving customer relationship with the
organizations. Finally after conducting this research and validating it
through various data and quantitative analysis it can be effectively stated
that CRM is needed in any organization will result in optimizing
profitability, income and meeting the needs of customers. The utmost
thing that CRM provides is customer satisfaction. An effective CRM will
lead to customer satisfaction and if the customer is satisfied it drives
towards positive word of mouth and loyalty.
Sl. No 18
Article Name
& Type
A STUDY ON CUSTOMER SATISFACTION & SERVICE GAPS IN
SELECTED PRIVATE, PUBLIC & FOREIGN BANKS

Author Prasanta K. Padhy
Objective
1) To understand and analyze the dimensions of the awareness and
satisfaction level of customers with regard to the services provided by the
selected branches of the three of the three major banking segments
i.e.,Private,Public & Foreign banks,
2) To identify and differentiate the best banking sector among the above
cited three banks in terms of customer satisfaction,
3) To ascertain the relevant dimensions of service quality in banks, and,
4) To offer suggestions, if needed, based on the analytical results of the
current study.
Methodology
SERVQUAL measuring instrument developed by Parsuraman et al.
(1988) was adapted and used for the this study.
Summary
The results of the this study also indicated that foreign banks seem to be
performing well followed by private sector banks and public sector banks.
Thus, the study has established that the technological factors seem to be
the differentiating factor among the three groups of banks as far as
customer perceptions of service quality are concerned. The finding of the
present study highlights the unstable nature of these facets in developing
economies, which may not be true in developed economies. Therefore
there is a need to duplicate this study in developed economics as well.
Sl. No 19
Article Name
& Type
Customer Relationship Management Programmes and Their Impact on
the Financial Performance of Businesses: A Proposed Model
Author Dr. ir. Adam Lindgreen,& Dr. Gurvinder S Shergill
Objective
1) To develop a scale to classify a company into a category of low,
middle, or high customer relationship management conscious
companies.
2) To develop a conceptual and theoretical framework to measure the
impact of customer relationship management on company performance
Methodology Postal Questionnaire
Summary
this paper proposed two aspects of a study to go about investigating the
research question. First was the development of a scale to measure the
extent of customer relationship management and second was how to
control the impact of 10 possible factors on performance. Then, at the
end, we proposed a regression model, which will be used to investigate
the relationship. The described framework will set the pace for future
studies in the area.

Sl. No 20
Article Name
& Type
Performance in Service Marketing from Philosophy to Customer
Relationship Management
Author Prof. Victor Danciu, Ph. D.
Objective
customer management should take into account the relationship character
of the service marketing. The focus on retaining actual customers
Methodology Book References
Summary
Retain all the profitable customers is elementary. Managing toward zero
defections is revolutionary / imaginary. It requires careful definition of
defection, information systems that can measure results over time in
comparison with competitors, and a clear understanding of the
microeconomics of defection. Ultimately, defections should be a
fundamental component of incentive systems. Managers should know the
company’s defection rate, what happens to profits when the rate moves
up and down, and why defections occur. They should make sure the entire
organization understand the importance of keeping customers and
encourage employees to pursue zero defections by trying incentives,
planning, and budgeting to defections targets. Most important, managers
should use defections as a vehicle for continuously improving the quality
and value of the services they provide to customers.
Sl. No 21
Article Name
& Type
Is it Worth the While? The Relevance of Qualitative Information in Credit
Rating
Author Bina Lehmann
Objective
to predict as accurately as possible whether a credit event (delayed
payments or any other breach of contract) occurs for a certain credit
relationship within a certain period of time in the future.
Methodology
Extensive research - research was usually based on publicly available
information such as insolvencies & financial ratios from annual reports
Summary
To evaluate the classification performance of the models, three different
types of measures will be looked at: the well-known and routinely used
measures that are based on a single contingency table and, thus, on a
single threshold; ROC-based measures that do not imply a single
Threshold but cover the whole range of thresholds and one measure based

on the difference between predicted default probabilities and observed
outcomes.
Sl. No 22
Article Name
& Type
Banner Advertising as a Customer Retention Tool in Customer
Relationship Management
Author
Puneet Manchanda, Jean-Pierre Dubé, Khim Yong Goh & Pradeep K.
Chintagunta
Objective role of banner advertising in a digital environment such as the Internet.
Methodology
field surveys or laboratory experiments using individual (or cookie) level
data.
Summary
our results would have been richer if we had information on the actual
message contained in each advertisement and the identity of the referral
sites. Fourth, we do not have any knowledge of the other marketing
variables such as price and promotion during consumers’ purchase visits.
Finally, our targeting exercise would be more relevant if we had data on
the profit per customer and not just revenue per customer. These
limitations may be addressed in future research by running formal field
experiments or by obtaining richer datasets that provide natural variation
on these dimensions.
Sl. No 23
Article Name
& Type
Customer Relationship Management and Firm Performance
Author Tim r. Coltman, timothy m. Devinney, david f. Midgley
Objective
the impact of customer relationship management (CRM) on firm
performance using a hierarchical construct model.
Methodology
hypotheses on a cross-sectional sample of business-to-consumer firms
based in Australia.
Summary
The results reveal a positive and significant path between a superior CRM
capability and firm performance. It is shown that CRM initiatives that
jointly emphasize customer intimacy, cost reduction and analytic
intelligence outperform those that take a less balanced approach. The
results help to explain why CRM programs can be successful and what
capabilities are required to support success.

Sl. No 24
Article Name
& Type
Social Customer Relationship Management (SCRM): How Connecting
Social Analytics to Business Analytics Enhances Customer Care and
Loyalty?
Author Mohammed Nadeem, PhD
Objective
1) This study examined the relationship between SM, customer care and
customer loyalty. Marketers are working in challenging times.
2) To explore how engaging customers through social communities are
having far-reaching effects on customer loyalty.
Methodology
Research is built on previous works of Hutton and Fosdick (2011); Ang
(2011); Baird and Parasnis (2011); Valentini et al (2011); Woodcock et
al (2011); Barry et al, (2011); Moran and Gossieaux (2010); Barnes
(2009)
Summary
Many companies today have social efforts siloed across functions.
Leaders align their organizations to more effectively coordinate and
communicate. Companies must make it a priority to increase the number
of their promoters and shrink the number of their detractors, discovering
and investing behind the actions that improve the company’s NPS in ways
that are financially sound and that will result in profitable, sustainable,
organic growth. Once a company has linked its approach to business
strategy and targeted its key customers, it needs to put in place an
organization to follow through—an organization that’s designed to enable
coordination and share best practices. Winning companies mobilize
cross-functional teams spanning marketing, sales, public relations,
corporate strategy, customer service, product development, IT, HR and
legal.
Sl. No 25
Article Name
& Type
A STUDY OF CUSTOMER RELATIONSHIP PRACTICES
ADOPTED BY INDIGO AIRLINES
Author Sonam Jambhulkar
Objective
1) To identify and analyze the customer relationship activities taken by
indigo airlines for customers.
2) To analyze the impact of CRM activities of Indigo Airlines on
customers.
3) To give suggestions and recommendation as to improve the customer
relationship activities.
Methodology data of primary and secondary in nature

Summary
CRM systems should be used differently in major airlines and low-cost
airlines. In major airlines they should promote customers with better
offers that compromise with cost-effect market needs and in low-cost
airlines CRM systems should be used to enhance service delivery, service
quality and better accuracy.CRM activities hold a very important role in
growth of any business. It focuses on acquisition, retention and expansion
of customer base. In the study of CRM practices of Indigo airlines it can
be seen that the target market is middle class, which is cost sensitive,
therefore all the activities taken up by the airlines is a way to increase the
customer base and retain the existing customer through cost effective
measures.

Chapter 3 :- Profile’s of the Business
“There is only one boss. The customer, And he can fire
everybody in the company from the chairman on down,
simply by spending his money somewhere else.”
- Sam Walton

Chapter 3.1 :- Profile of the Business
(History & development)
The Base of this Dissertation Paper is Details of the business and upon them only
analysis is to be done, This Survey has taken business as all gift shops into
consideration as base for the empirical analysis of the project.
The Data of the business are taken into accordance with the survey itself marked in
bibliography with a QR code, the Basic details of the business were taken upon the
consideration there only, Being the Maker of the project I assure you the
consideration is fair enough, the main sources of colleting such type of information
was Survey Questionnaire, Telephonic Conversation and Internet.
I have Taken 4 Business for consideration for this Project work their details are :-
1) Sapno Ka Tofaa, Jharsuguda,
2) The Needs, Sambalpur,
3) Asiatic Gallery, Sambalpur,
4) Archies Gallery, Rourkela,
5) The Amazing Odisha Handicraft, Bhubneshwar – Only for Amazon
Comparison.
The Details are mentioned next to the business
"Just having satisfied customers isn’t good enough
anymore. If you really want a booming business, you have
to create raving fans." - Ken Blanchard

Sapno Ka Tofaa in Jharsuguda
Basic Business Details :-
Name of Your Business and
Owner:-
Sapno Ka Tofaa
Which Type of Organization
Does your Business Carries:-
Soloprenuer
Address And Phone number of
your shop:-
Ground Floor, Poddar Gali, Marwari Para,
Jharsuguda – 768201, +917064888406
Do you have GST ? if Yes
give its details:-
Yes, 21DCZPP1879J1ZS
Total No of Employees +
Workers you have:-
1
Nearest Popular Land Marks
and Distance from your shop:-
Sapno Ka Tofaa, Shree Tirupati Courier Service
Jharsuguda
Does Owner is always present
in premises/shop ?:-
Yes
What is your targeted
Audience ?:-
Teens, Adults, Couples, Family
Do you use Technology in
your business ? If Yes, please
explain:-
Yes, I am Very enthusiastic to adopt new and
fresh technology in my business.
Year of Establishment:- 2018
Has corona hitting your
business ?:-
Yes, have a Decline of 70%
How much you have abled to
expand your business from
beginning to present ?:-
Yes, In this Covid-19 Pandemic, I have made
some new tech based gifts
What major set back in your
business you regret ?:-
Comparing our products with Chinese one
Yearly Turnover ?:- 1 Lakh +
How Much investment you
have done in your business ?:-
3 Lakh +
What Future Improvement
step you will take for your
Business ?:-
No planning due to corona

Logo :-
QR Code for Google Search :-
Registered in MSME, and GEMs Portal of Govt
Part of PAN INDIA ( Confidential )
Franchise Owner of Shree Tirupati Courier Service Pvt Ltd, Jharusugda
Part of NGO for support them to Plant Trees ( Confidential )
Shop With Highest Review in Jharsuguda

The Needs in Sambalpur
Owner:-
The Needs
Entrepreneur
your shop:-
Khetrajpur, Sambalpur, Odisha 768003,
+9194388 37622, +917008409746
give its details:-
Yes
Workers you have:-
1-5
-
Yes
Audience ?:-
Childrens, Teens, Adults, Couples & Family
explain:-
No
Year of Establishment:- 2010-2020
business ?:-
How much you have able to
Adding Good Collection
Nothing like that
Yearly Turnover ?:- 1 Lakh +
10 Lakh +
What Future Improvement step
you will take for your Business
?:-
No plan

Logo :- No Logo
Audio File For more details :-

Asiatic Gallery in Sambalpur
Owner:-
Asiatic Gallery
Franchise Based Company
your shop:-
Laxmi Talkies Road, Sambalpur, Odisha
768003, 09937072198
give its details:-
Yes
Workers you have:-
5-10
Opposite Town Police Station
No
Audience ?:-
Children’s, Teens, Adults, Couples & Family
explain:-
Yes, Have Website
business ?:-
Adding Good Collection
Nothing Like That
Yearly Turnover ?:- -
10 Lakh +
?:-
No plan

Logo :- No Logo

Archies Gallery in Rourkela
Owner:-
Archies Gallery, The Giftholics
Owner – Jaideep Chhabra
Franchise, Company
your shop:-
CC-2, Chandini Market Complex, Panposh
Road, Rourkela 4 – 769004, 9776525999
give its details:-
Yes
Workers you have:-
1-5
City Super Bazaar and Vishal Mega Mart
Sometimes
Audience ?:-
Children’s, Teens, Adults, Couples & Family
explain:-
No
business ?:-
Expansion in Terms of Product and range only
Comparison with Chinese low quality goods
Yearly Turnover ?:- Confidential
Confidential
?:-
Including more price effective products and
going online.

Chapter 4 :- Empirical Analysis
The Main Analysis were based on the questions asked over the call they played a
major role in project, through questionnaire one can get the required data but not
exact data, as no one speaks about itself and business truthfully, there may be some
but we cannot assure all are correct thus there was a huge for telephonic
Conversation, I am also a part of gifting industry It was a major challenge for me to
find out the required data and information, without letting them know who I am
actually, being a tough competitor to them I have maintain the balance no focusing
more over my business, as every business man will try to make their business good,
apart from business mindset and keeping it aside I have made this project considering
all Questions and all reports in true and fair manner.
The Telephonic Conversation Questions and Primary replies from them were are as
below :
-
1) Where is your shop located in ?
This question is led down because gift shop location play a major and crucial
role in selling as well as achieving target, as gift shop interact with public as
more as they can, thus to build a healthy customer base as wee as relationship
it quite important to operate from such a place where crowd is more, targeted
audience is more, for example the number of Ice Cream Sellers will be more
near schools coaching rather than near to banks, petrol pump or restaurant,
Consolidating all the Answer of all 3 persons there was no benefit or nothing
was there to influence their business and increase their potential to sell more
and more.
2) How much order you get in a month on an average?
The Answer has to be similar with the above question as they are not enjoying
any privilege due to place thus it should be common only, the reality may be
different according to consolidated figures they said about 20-50.
3) Are you part of / joined any communal, religious, cultural activity group ?

Consolidated most of the Answers were no they are not, even may be they are
part of they will not tell as it’s a very very sensitive question but the reaction
and the traditional method shows who ever hold a franchise of a particular
brand get and has a helping support from them. I was going to be a part of but
due to this pandemic all assumptions, planning got cancelled, as a business
man and being a student of commerce I had made a Flexible plan but with
due decrease in no of order, distracted me.
4) Do Society help you getting orders ?
Some Business are close to each other and where a symbiotic relationship can
be made example : Cake Shop and Gift Shop, and etc, Thus its not so often
that one will get orders from other manufacturers BUT making a good
relationship with customers can make wonders they can help you in getting
orders if they are satisfied enough.
Consolidated Answers of rest of three were no.
5) What you do for society, any special discount anything like that.?
Being fair enough, Consolidated answer were no they do not do anything
special but do provide coupons or discounts on festival sales, not off season.
BUT Sapno Ka Tofaa has this unique ability is that , We contribute to society
with making banner for all festivals and popular days amongst every religion,
gender, race, group and do provide discount only to our previous customers
only who had purchased items more than 1000-1500.
6) What changes you have made in your business after analysis / Seeing your
society ?
Consolidated Answer :- According to preferences and needs the content of
bucket is always changing in nature, as with the trend the needs and desire of
the person is changed, All were speaking they have increase the number of
items that were sold previously with a rapid sells, but from my point its not

for a business to carried same product because as all they have it then no one
will buy them for now.
7) What Ethics you follow in your business ?
The meaning behind this question was to see “ what if a person found
defective or by mistake the shopkeeper or seller haven’t seen it” –
Consolidating some said they will exchange if it’s in a certain range and type
of product, some said only if he/she is a old customer, though they check and
give,
BUT in Sapno ka Tofaa, as we are selling products all over India thus many
items it has happened to us , for this kind of issue we made a video opening
solution with all details, and before giving to customer we though saw them
and do whatever has to be done
8) Do you respect Customer privacy ?
This kind of ethical question require a physical interrogation or live testing as
one always will say yes do follow, looking to there social media and all things,
Consolidated Data show they neither ask customer nor they inform they just
put them, In Sapno Ka Tofaa, customer come from very far places contact us
for due reason, we never share the picture of one customer with other customer
or anyone, if we have done a fabulous work, we do ask the customer to post
or not, with due respect then only we post them over internet.
9) Situation Based Questionnaire
“What if, Customer want a product and want you to send it through delivery
what if it get broken, what responsibility you ready to take ”
Consolidated Answer from 2 of them were, as its not our responsibility if in
the way whatever is done, and 1 of them told I will assure with a good packing
and ask the delivery companies how it going to be, safe or not.

145
11
31
69
5 4.4 3.9 4
1 2 4 3
0
20
40
60
80
100
120
140
160
Sapno Ka Tofaa The Needs Asiatic Gallery Archies Gallery
No
of
Reviews
Name of Business
Graph Based over Ratings in Google Map
No of Reviews
Average Total Rating
Position Among them
10) Situation Based Questionnaire
“What if, Customer put anything wrong about you over the internet or telling
people against you”
Consolidated Answer, Will speak to them / Don’t care where in in Sapno Ka
Tofaa We maintain detail of each and everyone and make sure the customer
is satisfied with our service
11) Do you send any monthly festival related message or anything ?
All they said that they don’t, Excluding Franchise as they made it for all over
India franchisee thus they create so far.
The Survey Main Questions and replies from them were are as below :-

Sapno Ka Tofaa in Jharsuguda
Product Related Questions :-
Do you deal in fragile
(sensitive) products :-
Yes, Sometimes we do
What unique item you have
that no one has in your near by
shops which makes you
special ? :-
Tech Based Frames
What if customer asks for a
product you never heard of
what you do ? :-
We do Take order and Make them Available
How You will rate your
products as worth for money ?
:-
4.5 Stars
Do you use sample of your
product before selling them
into market ? :-
Yes For sure
What is so unique your
products are having that no
one has explain please :-
Tech Based Frames, And Our designs are
unique
What is the Life Term of
your product ?:-
10+ Year depend upon usage
How you sell your products :- Retail only
Are you a Manufacturer ? :- Yes
Selling Strategy :-
Do you advertisement ? :- Not so often
What mode of advertisement
used by you ? :-
Digital Advertisement with celebrities
Do the Near by land mark you
have provide you enough
business for
a living ? :-
Yes, Eduhub and Café
What other Spot/location over
your city, you think over
which you can done fantastic
Middle of Town, marked me access easily

and earned more than current
location :-
Do you go for online sales ? :- Yes
Online Selling :-
In which platforms you are
selling your Product :-
Amazon, Flipkart, And have resellers
How Much order you made till
now over it :-
More than 250+
Turnover :- 50% of total
let us know what product you
sell in there and provide links
to purchase them. :-
Search my brand name over Google will get all
of them.
The Needs in Sambalpur
Yes
special ? :-
Good Collection
what you do ? :-
We Don’t take Order
:-
3.5 Stars
into market ? :-
No
Good Collection
your product ?:-
No Guarantee

Are you a Manufacturer ? :- No
Selling Strategy :-
Do you advertisement ? :- No
used by you ? :-
Nothing
business for
a living ? :-
No
location :-
Crowed place, as near by many shops are there
Do you go for online sales ? :- No
Online Selling :-
-
now over it :-
-
Turnover :- -
-
Asiatic Gallery in Sambalpur

Yes
special ? :-
Good Collection
what you do ? :-
We Don’t take Order
:-
4 Stars
into market ? :-
No
Good Collection
your product ?:-
Depend upon the Product
Selling Strategy :-
Do you advertisement ? :- No
used by you ? :-
Nothing
business for
a living ? :-
No
location :-
Crowed place, as near by many shops are there
Do you go for online sales ? :- No
Online Selling :-

-
now over it :-
-
Turnover :- -
-
Archies Gallery in Rourkela
Yes
special ? :-
Entire Range of Greeting cards and Stationary
what you do ? :-
We take order and try to get the product
:-
3 Stars
into market ? :-
No
Have Monopoly of specific items
your product ?:-
10 years to Lifetime
Selling Strategy :-
Do you advertisement ? :- Yes

used by you ? :-
Sms Marketing, and Online Marketing
business for
a living ? :-
Not dependent upon others
location :-
Main Road
Do you go for online sales ? :- Not now but planning to go
Online Selling :-
-
now over it :-
-
Turnover :- -
-
Chapter 5 :- Findings & Suggestion

Findings
Analyzing the whole report, and business we found that following points :-
1) Customer Satisfaction and Need for Customer Relation between Business and
Customer play an important role over Life of Business, : Customer needed to
be satisfied not only with the product – Quality, Attributes, Pricing but also
with the Quality of Service.
2) Customer Satisfaction led to development of business, : If A Customer will
be satisfied both mentally with the product and physically with the services
and vice versa the more promotion he/she can do to any business.
3) Customer Satisfaction cannot be teach in any school, college or come from
any degree it comes from practice only, : A businessman’s experience make
him/her best in selling and maintaining relations with the customer’s.
4) Customer Satisfaction is a Process of Arts, one who have it she/he can easily
influence the customer, : As there is no fixed rules or regulations as a science
subject has to be practice it come with a dynamic natures thus it’s a subject of
arts it changes time to time.
5) Customer is the God of business, a business without any loyal customer is a
path toward loss / Debt : Unworthy, Incapable, and unable to make a regular
customer will be a burden as no regular customer the more will be time taking
to find a customer, loosing time in business means loosing time to upgrade it
and difficult to churn, for getting Cream.
6) Customer influences others to be your customer, : Influencing the customer is
the business man and making them to find customer in your behalf the sole
objective of the CRM, business man cannot go everywhere where as customer
can
7) Treat your Customer as if he is the business man, and one should convince
him why she/he should choose you amongst your competitor for any desired
product. : If you are not in competition, no one will be your customer, to get
customer you should know the tactics, methods, technique of the present
competitors to go for a cut throat competition.

Future Impact of Customer Relationship Management :
1) Without Customer Relationship Management one cannot make a loyal,
healthy and regular customer : Must corporate, influence, offer customer to
make them thinking of your business time to time, this will enhance your
CRM.
2) Banks, Hospitals, Software Companies, Courier / Transportation Companies,
Medical Pharma industry, Schools and Colleges are adopting the CRM policy
and Getting J curve in their Business, : J Curve means how to grow a business
from least profits to high one and get the benefit
3) Environment – Companies do CSR – Corporate Social Responsibility which
not only enhances the company but also make their same as customer should
develop ISR Individual Social Responsibility towards the society and their
Customer,
4) The more will be the Customer Satisfaction the more will be chances of
getting a new customer, : Customer provide free promotions if served well
and satisfied with your service & dedication.
5) Customer are not born, they have to be made, : No person will become
customer unless they get the desire of the product you are selling so creating
desire though will make customer
6) Individuals have to have a Futuristic view of their business, : Futuristic View
will guide business man to emphasize more on customer indirectly more
customers are the future of the business.
7) Loss of a Customer is a Loss of Business. : :Losing a single customer due to
lack of recourse, commitments, or quality of either product or service will cost
as a loss to business directly.

Suggestion
Improve Customer Relations :-
1) You should Indulging then and including them into business by sharing the
business with them create a bond between business and customer. : example
knowing their choices, financial spending capability, Background, what
purchased previously and so on will connect you to them.
2) Using the Latest Technical know how :. Example Using Facebook, Google
and other platforms to promote and catch customers from there, online digital
marketing.
3) Giving coupons, promotional messages or discount for those who already is
part of business. : Making them involving / participating in giveaways for your
business stuffs and creating a fan base with your unique products.
4) Product Awareness Programs, : Generate a product awareness program will
lead to directly and indirectly promotion of product and increase the number
of leads
5) Comparison with Cheap items should not be done : Cheap Market (China)
goods must be ignored and Made in India Approach should be follow thus to
increase the number of customer, create a social ethics towards it, as every
citizen has the patriotism towards its country use it well,
6) First Use it then Sell it approach : Using the product will led you know its
advantages and disadvantages thus you can manage the conversation with
your customer regarding it.
7) Marketing with influencers : Influencers has a good audience base use that
audience for promoting your items and it will help you reaching more and
more people at a time.
8) Promoting Business not the Product : Never promote your product it will lead
to duplication where as promoting business is easy task but duplication of
business cannot be done without experience.

9) Advertisement attract competitors not customers : Never make an
advertisement of an unique item or product you have always make focus on
general product with 10-20% uniqueness thus only to attract not to attack
Chapter 6 :- Conclusion

I have compared my business along with those who are nearby my cities and have a
top most score in their cities, on the basis of Customer Relationship Management,
the focus and the purpose was to check what are the implications led by a customers
on a particular business, Being a Responsible Business owner and Franchise Owner,
I come to conclusion that, there are 90% of the business who don’t know the value
of the customer in their business and may lead to a derogative rating in next view
years as well as lack of customer base, I have putted all the information being neutral
to all the business as this report will not fetch me customers,
Solution of the situation is to Educate them and Help in knowing implications
of the customers and how to create a bonding, Being a Member of Dr. Vivek Bindra,
He is the best in field to guide, there is a lack of government indulgence in this
matter, The MSME portal should take some steps to make understand the crucial
bond.
Chapter 7 :- Bibliography

A. Chapter 2 :-Literature Review each article Links
1) https://www.taylorfrancis.com/books/mono/10.4324/9780080949611/cus
tomer-relationship-management-francis-buttle
2) https://www.sciencedirect.com/science/article/pii/S0040162521002705
3) https://www.sciencedirect.com/science/article/abs/pii/S07475632210004
31
4) https://www.sciencedirect.com/science/article/pii/S1094996820300839#s
0055
5) https://papers.ssrn.com/sol3/papers.cfm?abstract_id=1819486
B. Business Profile Audio Files Link
1) Business 2 – The Needs :- https://drive.google.com/file/d/1iWJjnTjqRt5-
PkfSyBOKFYphlS-3V42r/view?usp=sharing
2) Business 4 – Archies Gallery :-
https://drive.google.com/file/d/1A2S8T1FmQc_mLEBM9gFJW2HWCE
yOtNki/view?usp=sharing
C. Business Profile Google Search Link

1) https://www.google.com/search?q=sapno+ka+tofaa&rlz=1C1CHBD_enI
N728IN728&sxsrf=ALeKk02fN7rvZC46mVg0CwtaaekMLgpLbA%3A
1621338144913&ei=IKijYJCjN7WortoPifiv4AE&gs_ssp=eJzj4tVP1zc0
TM8oqKqwzMsyYLRSNagwTjQySDVPsTQ1Nze1TEsytzKosDBKNjA
2MkgxNjQzs7AwTfPiK04syMtXyE5UKMlPS0wEAL95FDs&oq=sapno
+ka+&gs_lcp=Cgdnd3Mtd2l6EAMYADINCC4QxwEQrwEQJxCTAjIH
CAAQAhDLATICCAAyAgguMgIIADICCAAyAgguMgIILjICCC4yAg
guOgcIABBHELADOggILhCRAhCTAjoICAAQsQMQkQI6BAguEEM
6CAgAELEDEIMBOgUIABCxAzoKCC4QxwEQrwEQQzoLCC4QsQ
MQxwEQowJKBQgpEgExUMPipgJYt-qmAmDs-
6YCaAFwAngCgAGzGIgB5DySAQ0zLTEuNi0yLjIuMC4xmAEAoAE
BqgEHZ3dzLXdpesgBCMABAQ&sclient=gws-wiz
2) https://www.google.com/search?q=the+needs+sambalpour&rlz=1C1CH
BD_enIN728IN728&sxsrf=ALeKk01MJJkUSBwiIj464bM92erZvqRJM
A%3A1621343007437&ei=H7ujYOf2GdeA9QPC97roCg&oq=the+need
s+&gs_lcp=Cgdnd3Mtd2l6EAMYADIECCMQJzIECCMQJzICCAAyA
ggAMgIILjICCAAyAggAMgQIABAKMgQIABAKMgIIADoQCC4Qx
wEQrwEQsAMQJxCTAjoJCAAQsAMQChAeOgUIABCRAjoFCAAQs
QM6CwguELEDEMcBEKMCOgcILhCxAxBDOgQIABBDOgQILhBD
OhAILhDHARCvARDqAhAnEJMCOgcIIxDqAhAnOgsILhDHARCvA
RCRAjoICAAQsQMQgwE6CAguEMcBEKMCOggILhCxAxCDAToF
CC4QsQM6CAguEMcBEK8BUKPIAli04QJgluwCaANwAHgBgAHGB
IgBgCSSAQkyLTYuNC4xLjKYAQCgAQGqAQdnd3Mtd2l6sAEKyAE
CwAEB&sclient=gws-wiz
3) https://www.google.com/search?q=asiatic+gallery+sambalpur&rlz=1C1
CHBD_enIN728IN728&oq=Asia+&aqs=chrome.1.69i57j69i59j46i275i4
33j0i433l2j0l2j69i60.7290j0j9&sourceid=chrome&ie=UTF-8
4) https://www.google.com/search?q=archies+gallery+rourkela+odisha.&rlz
=1C1CHBD_enIN728IN728&oq=Archie&aqs=chrome.1.69i57j35i39j46
i199i291i433j0i7i30l2j0i433l2j69i60.6335j0j9&sourceid=chrome&ie=U
TF-8

"Customer service should not be a department. It should be
the entire company." - Tony Hsieh
"Imagine your customer is your best friend—listen to their
concerns, be a shoulder to lean on and then shift the focus
from what went wrong to how you can help make it right."
- Rachel Hogue
"Always begin with: 'So that I can better serve you, do you
mind if I ask a few questions?'"
-Jodie Shaw
"People will forget what you said. They will forget what you
did. But they will never forget how you made them feel."
- Maya Angelou

CUSTOMER RELATIONSHIP MANAGEMENT OF GIFT SHOP START UP IN WESTERN ODISHA

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