Project final report converted

CUSTOMER RELATIONSHIP MANGAMENT ON MUKUNDA FOODS
MITS 2014 - 2016
CUSTOMER RELATIONSHIP MANANAGEMENT ON MUKUNDA FOODS PVT
LTD Done for
BANGALORE
A Project Report Submitted to
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY, ANANTAPURAMU
In partial fulfilment of the requirements
For the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
By
V.DIVYA BAI
Regd.No.14691E0032
Under the Guidance and Supervision of
Dr. Dr. D. Pradeep Kumar, MBA, Ph.D
Professor
DEPARTMENT OF MANAGEMENT STUDIES
DEPARTMENT OF MANAGEMENT STUDIES
MADANAPALLE INSTITUTE OF TECHNOLOGY & SCIENCE
(UGC-AUTONOMOUS)
(Affiliated to Jawaharlal Nehru Technological University, Anantapur)
MADANAPALLE - 517 325
CHITTOOR DISTRICT, A.P.
2014-2016

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CERTIFICATE
Certified that the project report entitled “CUSTOMER REALTIONSHIP
MANAGEMENT ” done for MUKUNDA FOODS PVT LTD , in BANGALORE
submitted by V. DIVYA BAI (Reg.No.14691E0032), for the award of Master of Business
Administration of Jawaharlal Nehru Technological University Anantapur, is a record of
independent project work undertaken by him under my supervision and guidance and the
project has not been submitted either in part or whole for the award of any other degree or
diploma of any university.
Dr. D. PRADEEP KUMAR, MBA,Ph.D Dr. D. PRADEEP
KUMAR, MBA,Ph.D
Professor& Head, Professor& Head,
Department of Management Studies. Department of Management Studies
INTERNAL EXAMINER EXTERNAL EXAMINER

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DECLARATION
I hereby declare that the project report entitled “CUSTOMER REALTIONSHIP
MANAGEMENT ” at MUKUNDA FOODS PVT LTD , in BANGALORE under the
guidance and supervision of Dr. D. Pradeep Kumar, MBA, Ph.D,professor & Head of
Management studies, MADANAPALLE INSTITUTE OF TECHNOLOGY & SCIENCE,
(UGC-AUTONOMOUS) Madanapalle for the award of degree of MASTER OF
BUSINESS ADMINISTRATION. It is a record of my original work done by me and that
the project has not previously formed the basis for the award of any degree.
Date: V. DIVYA BAI
Place: Roll No: 14691E0032

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ACKNOWLEDGEMENT
I would like to thank all those persons who have contributed towards the successful
completion of the project work, I am glad to say that working on this project has been both
illuminating and enjoyable for me.
I have deep sense of gratitude to project guide. Dr. D. Pradeep Kumar, Professor
Department of Management Studies, for his co-operation and suggestions and for his
encouragement, guidance and valuable suggestions throughout the project.
I express my deep sense of gratitude to our Head Dr. D. Pradeep Kumar, Professor,
Department of Management Studies, for his co-operation and suggestions.
I take this opportunity to thank our respected Chairman Sri. Krishna Kumar,
Correspondent Sri. N.VijayaBhaskarChoudary, and our beloved Principal Dr. C.
Yuvaraj, MITS for their generosity and kindness to embrace us in Madanapalle Institute of
Technology & Sciences Madanapalle.
I deem it a great pleasure in acknowledging Mr.Venkatesh Reddy Branch manager of
ADVANCED PNEUMATICS PRIVATE LTD.
My heartfelt thanks to My Parents & Friends for going out of their way to see that I
successfully implement and complete this project. Their words of wisdom and patience were
much more than a blessing.
I would like to thank all the faculty members of M.B.A, Department, MITS and
friends who directly and indirectly helped me to complete this project.
V.DIVYABAI,
Reg.No.14691E0032.

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CHAPTER TITLE PAGE No.
Certificate
Plagiarism certificate
Certificate
Declaration
Acknowledgement
List of Tables
List of charts
Executive synopsis
CHAPTER-I INTRODUCTION 1-5
CHAPTER-II ORGANISATION
PROFILE
6-12
CHAPTER-III RESEARCH
METHODOLOGY
13-17
CHAPTER-1V DATA ANALYSIS &
INTERPRETAION
18-45
CHAPTER-V FINDINDS,
SUGGESTIONS &
CONCLUSION
46-48
Questionnaire, Reference
&Bibliography
49-53
List of Tables
Table No Title Page No
4.01 Age 18
4.02 Gender 18
4.03 Qualification 19
4.04 Officers contact 20

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4.05 Mode of contact 20
4.06 Type of information share 21
4.07 Information is relevant 21
4.08 Information is useful 22
4.09 Information is customized 22
4.10 Complaints heard patiently 23
4.11 Addressing of company 23
4.12 Information access 24
4.13 Resolving the complaints 24
4.14 Questions are answered well 25
4.15 Database maintains confidentially 26
4.16 Maintained separately 26
4.17 initiate relationship with customers 27
4.18 Complaints on machine 27
4.19 Specified to the company 28
4.20 Satisfied issues are solved 28
4.21 Services teams provides awareness 29
4.22 Provides inputs/ outputs 29
4.23 Profits on machine 30
4.24 In case yes , ROI 30
4.25-4.27 Correlation on demographic profiles and resolving the
complaints
31
4.28-4.29 Correlation on demographic profiles and complaints
specified to company
31
4.30 Correlation on demographic profiles and complaints
32
4.31-4.34 Correlation on Demographic profiles and satisfied in
solving the issues
32
5.1.1-5.3.2 Chi-square test for Demographic profile and Situation-1 33-35

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5.4.1-5.6.2 Chi-square test for Demographic profile and situation -2 36-37
5.7.1-5.7.2 Chi-square test for Demographic profile and situation -3 38
5.8.1-510.2 Chi-square test for Demographic profile
and situation -4
38-40
6.0 -6.02 Pivot table - Demographic profile and
situation-1
42-43
6.03-6.05 Pivot table - for Demographic profile and
situation -2
44-45
6.06 Pivot table - situation-3 45
6.07-6.09 Pivot table - for Demographic profile and
situation -4
46-47
List of Images
Image No Title Page No
2.1 Basic version of dosamatic 9
2.2 Third version of dosamatic 10
2.3 Fourth version of dosamatic 10
5.0(a) Chi- square - Results 41-42

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Chapter – 1
Introduction

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Chapter - I
Introduction:
Customer relationship management (CRM)
Customer relationship management is a system for managing a company's interactions with
current and future customers. It often involves using technology to organize, automate and
synchronize sales, marketing, customer service, and technical support.
Kotier (2006) CRM refers to managing customer data base which includes
detailed information about clients and - managing contact points with clients in order to
achieve customer loyalty. Peppers & Rogers (1993) - a philosophy that puts customers in the
heart of developing firm's products and allocating its resources toward delivering zero-error
services to increase customer satisfaction and loyalty Broad approaches encompass CRM’s
use in running the back office of the organization and driving the supply chain as well as
dealing with customers
Customer relationship management is used in all the business sector to maintain
the healthy relationship for the longer period without any disturbance to the clients and also
with the company . since in order to provide the better service and maintain the
Introduction to CRM
CRM (customer relationship management )includes all aspects of interactions
that a company has with its customers, whether it is sales or service-related. While the
phrase customer relationship management is most commonly used to describe a business-
customer relationship (B2C), customer relationship management is also used to manage
business to business (B2B) relationships. Information tracked in a CRM system includes
contacts, clients, contract wins and sales leads and more.
Customer relationship management is a system for managing a company's
interactions with current and future customers. It often involves using technology to organize,
automate and increase sales, marketing, customer service, and technical support to the end
users .
Peppers & Rogers (1993) - a philosophy that puts customers in the heart of developing firm's
products and allocating its resources toward delivering zero-error services to increase
customer satisfaction and loyalty Broad approaches encompass CRM’s use in running the
back office of the organization and driving the supply chain as well as dealing with customers
What is CRM?
Customer relationship management (CRM) is a term that refers to practices,
strategies and technologies that companies use to manage and analyze customer interactions

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and data throughout the customer lifecycle, with the goal of improving business relationships
with customers, assisting in customer retention and driving sales growth. CRM systems are
designed to compile information on customers across different channels -- or points of
contact between the customer and the company -- which could include the company's
website, telephone, live chat, direct mail, marketing materials and social media. CRM
systems can also give customer-facing staff detailed information on customers' personal
information, purchase history, buying preferences and concerns.
A management philosophy according to which a company’s goals can be best
achieved through identification and satisfaction of the customers' stated and unstated needs
and wants.
Why is CRM is important ?
Customer relationship management (CRM) enables small business owners to tackle
operational challenges, including sales decline, high client attrition, and misalignment
between corporate revenue targets and salespeople’s commission policies. If you are a small
business owner, there are several ways a client tracking tool can positively affect your bottom
line; check out our top five.
We believe there are many reasons to why CRM is important for small businesses, but here
are 3 which are fundamental reasons why implementing the correct CRM for a company is
important to their success, these are: Increase profitability. Increase productivity. Improve
customer service.
FACE- TO FACE CRM
CRM can also be carried out in face-to-face interactions without the use of technologyStaff
members often remember the names and favourite services/products of regular customers and
use this information to create a personalised service for them.
For example, in a hospital library you will know the name of nurses that come in often and
probably remember the area that they work in.
BENIFITS OF CRM:
There are many reasons why organisations invest in a new CRM strategy. High
customer churn, inefficient processes and unreliable reporting are just a few examples,
Professionally implemented CRM systems deliver many benefits for sales, marketing, service
and other teams. Here are just 19 examples that demonstrate how CRM solutions help
organisations prosper:
Decision making is nimble and well informed supported by real-time CRM reporting across
all business areas.Effective time management as CRM prompts users to follow up on
activities and automates alerts when important events occur, or if actions are missed.

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Higher quality lead generation from marketing activities by leveraging CRM
customer segmentation to send targeted campaigns and personalised messages that
resonate.Pipeline reports are trusted and are used as the basis for reliable sales and production
forecasts to predictably manage cash flow.
Performance hotspots are quickly identified enabling timely action to be taken to
correct issues and reward outstanding achievers. The value of each client relationship is
understood ensuring that resources are prioritised to protect the most profitable accounts. For
charitable organisation CRM will manage donors, beneficiaries and members. Process
automation replaces repetitive manual tasks by cutting admin work and eliminating
duplication so teams can focus on profitable activity.
Improved customer experience as everyone has access to complete relationship
detail wherever they work to engage with clients and deliver amazing service.Communication
is a strength. Shared diaries, team calendars and service schedules give everyone clear
visibility of individual activities.
CRM integrates with finance and other back-office applications to connect processes
and remove double handling of tasks.Users can instantly check order histories to understand
customer buying patterns and identify new selling opportunities.Email marketing actions are
reported in CRM so hot prospects are immediately identified and routed to sales teams.
Do business anywhere by having reliable access to all the client, sales and
relationship detail you need using CRM apps in mobile and table devices.Connected business
processes by managing all key workflows in a single application, including diverse processes
like contracts, projects, events and applications.
A positive team culture as staff share information, collaborate effectively, and gain
a better understanding of other areas in your organisation.Sales cycles are shortened and win
rates improve as teams better focus their efforts on the opportunities that are most likely to
close.Critical customer data is safeguarded as teams and individuals are granted access at
levels that are consistent with their role and responsibility.Training costs are reduced by
equipping users with tools they are already familiar with and applying guided processes that
direct them to successful outcomes.
Scalability that fuels your business growth by adding more CRM functions
and processes. As your requirements change CRM solutions like micro soft dynamics have
the scalability to grow with your business to blenders and blenders, are driven by power.
Broilers, boilers and steamers, which have few moving parts yet produce warmth, are
normally fueled by gas, wood or power. Enhancements in the configuration and production of
fueled hardware have implied that one individual can take the necessary steps of a few people
in a brief span. Likewise some assignments are performed preferable by machine over should
ever be possible by hand.

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Impact of globalization :
Road nourishments and general stores are turning out to be progressively vital,
however nutritionists are becoming dynamically concerned. This accumulation of articles
looks at the effect of globalization and urbanization on dietary examples and wholesome
status of urban populaces in creating nations.
The creators show that the positive measurements of urbanization on eating
regimen and wellbeing incorporate more noteworthy access to instruction and social
insurance administrations, and more prominent accessibility of various sustenances. In any
case, there are additionally negative elements, incorporating diets with more prominent
measures of fat and sugars, progressively stationary ways of life, and ecological
contamination.
In light of this, the changing sustenance frameworks realized by the
strengths of globalization have prompted new difficulties and opportunities: there is caution
that neighborhood society and nourishment conventions are vanishing, where multinational
and transnational organizations are progressively controlling national sustenancefurthermore,
for most nations, micronutrient insufficiencies are of concern thus, numerous nations in the
creating scene are confronted with the proceeding with weight of undernutrition and
nourishment frailty in the meantime, changes in eating routine and physical movement
examples are expanding the occurrence of eating regimen related non-transferable maladies
(NCDs), chiefly heftiness, coronary illness, diabetes and hypertension
Present seniors of globalization
Globalization is by all accounts looked on as an unmitigated "decent" by
business analysts. Shockingly, financial specialists appear to be guided by their severely
defective models; they miss true issues. Specifically, they overlook the main issue that the
world is limited. We don't have interminable assets, or boundless capacity to handle
overabundance contamination. So we are setting up an "answer" that is, best case scenario
provisional.
1. Globalization goes through limited assets all the more rapidly.
2. Globalization expands world carbon dioxide outflows.
3. Globalization makes it basically outlandish for controllers in one nation to anticipate the
overall ramifications of their activities.
4. Globalization acts to expand world oil costs.
5. Globalization exchanges utilization of constrained oil supply from created nations to
creating nations.

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Chapter – 2
Organization Profile

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Chapter - II
Industry Profile
Indian food Industry:
The Indian food processing industry accounts for 32% of the country’s total food
market. Estimated to be worth USD 121 billion, it is one of the largest industries in India, and
is ranked fifth in terms of production, consumption and exports. The industry employs 13
million people directly and 35 million people indirectly. It accounts for 14% of
manufacturing GDP, nearly 13% of India’s exports and 6% of total industrial investment. At
present, growing at more than 10% per annum, it is expected to touch USD 194 billion by
2015.
DosaMatic is targeting the smaller restaurants, and claim that the restaurant
need not be dependent on skilled manpower if they use the machine which can make up to
500 dosas a day. Since most the business and people want the work go in the smooth and
simple manner with respect to get the benefits in the easer way.
They are various food equipments products that can work like a robot , and
things happen in the fraction of seconds such as products like coffee making machine, rothi
making machine , vada making machine , pizza making machine , samosa making machine,
all the food making products to make the people to do the things in the easier way rather
than lot of efforts and getting the labours to work on this
The Indian food Industry Scenario
In the Food sector most the Indian companies are making the things
innovative and easy of users and make the work done in the fraction of time as to develop
the business and growth in getting the returns , In fact with respect to table top dosa making
machine we do not have any competitor as we have come with the innovative / technical
aspects with robotic system to run the machine automatically
Present Status:
In India this is the ideal product in making automatic dosas, which acts as an robot to make
dosas, they sells are related to the commercial users like hotels , QSR outlets , private
canteens , government canteens , catering , restaurants etc , it is not even has the
distribution in India even in the Aboard countries . since its growing trice day to day by the
enhancing the design / features .
The company have supplies the dosamatic to the all-around the globe like Indian places like
Gujarat, Maharashtra, Rajasthan, Punjab , Tamilnadu, Kerala, Delhi, Kolkata , pune ,
Hyderabad, Mumbai Etc ,

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If you consider it have its supply chain in the countries like Canada, Australia, and USA,
Srilanka, Ireland, Kuwait, etc,
Since the company is trying to crack the sales by various plans like dosamatic cart ,
franchise to all the regions as to make the customers to get the awareness and set up the new
venture in the market , and they are planning to concrete on giving the dosamatic for lease
for all the wedding planners to get the business in all the possible sectors.
Company profile:
Incorporated Name: MUKUNDA FOODS PVT LTD
Address : MUKUNDA FOODS PVT LTD
# 545/15 . SURVEY 13/15, HOSUR MAIN ROAD , P-17 ,OPP ICICI BANK,
BOMMANAHALLI, BANGLORE -560068
PHONE : +91 -8088496555/080 - 41665562
E- MAIL: Eshwar@mukundafoods.com / sudeep@mukundafoods.com
WEBSITE: WWW. MUKUNDAFOODS.COM
Establishment Year : 2013
Management: Whole authority is under the control of Eshwar k vikas CEO and the
sudeep sabat as CCO while be handling the whole company responablities .
PRODUCT: TABLE TOP DOSA MAKING MACHINE
Background and Inception of the Company:
Mukunda foods pvt ltd company is basically comes under food equipment machine that it
is company which has automatic Dosamaking machine which was established in the year
2012 by the two B tech students and they was started working on it as project in such a way
its evolution has been done and they are Eshwar k vikas and sudeep sabat are the cco and
ceo of the company as this evolution they stared the business in Indian and the thought
behind this was to make the users to reduce the time factor and rather than focus on the
individual activity .
Indians first table top Dosamaking machine is an innovative product which has not
found yet in the market and the company doesn’t have any competitor in the market and
unique product that the company has developed . they have taken the product to the feast in
the food festival at Chennai they are students at SRM university at Chennai , They were

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selected by Indian angel network and provided the fund of 1 crore to the product to refine .
and they were investors who showed to interest to invest in the building the company and
fro it growth .
As in food sector no such product provide easy of usage especially in dosamaking sector it
is standardised product which doesn’t require any labour and zero wastage and hygiene
product it automatically runs its self by a single button press.
Product details
The product has a lot of features and configuration option in making the dosas they aere
factors such as size of the dosa and thinkness of the dosa change the colour of the dosa it can
be used any type as batter that can be company batter are homemade batter and others to
make dosa in the machine .
The n machine runs on electricity 220/110 3kw power consumption single phase and even
runs on generator , and we can various types of Dosas like Uthappam, pasaratuu, Rava dosa
, millet dosa etc onion Dosa , Masaladosa , ghee dosa , etc
As before we have discuss it has the configuration of setting the password opinion it can be
set by the end user and who is handling the machine
The company says that there are receiving the orders from all over the globe and they are
reach the targeted audience with all the requirement and need of the customers , it is served
to the various food sector like hotels , restaurants, caterers, and hence it is growing
potentially .
Versions of Dosamatic.
As the time keep on changing the thinks also get changes and its look appearance , design ,
style etc as in the case of mukunda foods they are various changes took place they are four
versions as they are modifications from one version to another version they are done by
considering the following factors
The following are the few factors that are related in the product modifications
Advance technology
As the technology keep on changing the product technological factors are been change in
order to make the more flexible to use it and operate it in the simple manner when
compared to other versions
Overcoming limitations of previous version

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They may be limited scope for its usage and accessing the inputs the company has analysed
by the customers requirement and they have worked on it to make in comfort usage and
reach the audience in the market place.
First Prototype:
In the first prototype the dosamatic was been done by the project of B- tech in final year by
the founders and it was having the major components like batter is placed on the top and the
water tank and oil tank at side to side and the display was paced at the bottom of the batter
tank and the whole set up was put on top of the frame and at the front end the space for the
dosa collection was given
Second version
In the second version they brought lot of changes in the various aspects the out look and
appearance of the the machine has been completely changed when compared to the first
version the below figure give you the clear idea of the machine
Image 2.1
Modifications done are as follows
The design of the batter tank has completely changed
The design of the display has changed from bottom to top
Colour has changed
Body structure has been changed
Third version:

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In the third version the machine has completely changed when compared to the second
version either in its appearance colour , body design etc
The following are the few modifications that are done
Colour from whit to black
Size of batter tank
Positions of both display and buttons
Weight of it
IMAGE 2.2
Forth version
The present and current usage version in dosamatic has been existing in the market this has
changed by considering the limitations an its drawbacks and all most all the draw backs are
full filed with the this new version by considering the pervious past experience and by
considering the customers problems and difficultly
IMAGE 2.3

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Product specification
We have a well known manufacturers and service provider in making the automatic table
top dosamatic machine by having the huge clients based machine , this is fully automatic
dosamaking machine by a single button press by addi g the water , oil and batter in to the
tanks and the batter tank and oil tanks are given in transparent look, the client make the
desired dosas in factors such as its cooking time , oil fall time , Roost type , and display
screen and automatic rolling , peeling the dosa etc.
Multiple types of dosa in various sizes and thickness can be made
The types of dosa like type -A , type -B , type -C , type -D specification dosas are made
and the size of the dosa such as small, medium, big can be made , and the fall of the batter
on the pan is also controlled from 1mm to 7 mm thickness can be set in the machine
Easy to use and maintain
It is easy to use to all the people either it they can be skilled and un skilled to operate the
machine, and it is also easy to maintain to clean it twice a week so that it can be used for
longer period .
Reduces the power consumption
When compared to the previous machines the power consumption was high but they have
reduced the usage of power consumption for certain level .
Colour change
The colour of the machine has been changed from black to the combination white and red
with different look and grand appearance to the viewer .
Making the dosas

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Previously the machine was used to make dosas was around 30 per hour and know it is able
to make 50 dosas per hour as it has increased the speed in making the dosas
Its weight
The weight of the previous machine was 65 kgs and the new version machine is 50 kgs and
it is easy to handle and move from one place to another place without any difficulty to the
user to shift the location of the machine .
User friendly
The machine is user friendly as the users gives the instructions to do the machine will follow
those instructions and provide the output to the user convenient without any trouble to the
end user who is working on it.
The following are the elements that are involved in the automatic dosamaking machine with
the present version to reach the target audience in the global market .
There are many elements and sub-assemblies in the machine as follows
Top mechanism ( Spreader and peeler )
Bottom mechanism ( Mechanism plate, Pillars and Belt mechanism)
Heater assembly
Water trough
Oil and Water tanks
Oil and water splashing arrangement
Batter tank
Toggles
Electronics cabin
Pan
This are the various fields and activities that are involved in the business sector to have
effective results for its growth and reach its objectives and place as one the product in the
food industry sector .
Current traction and future plans
The team takes 4-5 enquiries every day. They have about 30 customers who have paid for the
machines from Bangalore, Kolkata, Mumbai and NCR. The first lot of machines has been

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dispatched. and it has expanding the business all across the global where ever the possable
way it finds , and able to crack the market in this business for its growth and creating the
brand awareness
The team plans :
To sell 500 DosaMatics in 2014-15, with price range between INR 1.1 to 1.5 lacshave
service centers in NCR, Kolkata, Mumbai and Bangalore get into proper assembly-line
manufacturing like the big playerscome up with other ‘Designed, Developed and
Manufactured in India’ productsIt is planning to get the clients to enter in to business
franchise , Arranging demos in various locations to increase its business and growth
The employee strength of the team today stands at 15 and the duo is looking for enthusiastic
Marketing & Sales guys to join the team in addition to excellent product designers for R&D.
The team is also looking to raise funds in the next 6 months, for ramping up its
manufacturing facilities, servicing and sales teams and also for working capital.

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Chapter - 3
Research Methodology

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Chapter - III
3.1 Need of the study
• Mukunda foods intends to increases its customers sales and is not able to
do at its expected level. And the company wanted to know the level of
success of customers relationship management and the lacunae which may
helping in meeting its objectives . Hence the study is taken up.
• Therefore there is a need to study and understand the behavior of
customers after using the product and their personal experience on its
usage .
3.2Statement of the problem
• Any commercial organization an succeed only if its financially effective
and enjoy profits . A company can earn more profits only when its has
strong customer bond to know how it is keeping relationship with the
customers and how it is different with others business environment.
Obtaining true remarks of the customers was very difficult, yet the
systematic quest to could overcome this to large extent.
3.3 Objectives
• To accesses the customer relationship management practices of Mukunda foods pvt
ltd
• To measure the awareness of customer relationship management practices of
Mukunda foods pvt ltd among the customers .
• To measure and satisfaction of customers relationship management practices of
Mukunda foods management.
• To suggest measure to improve the effectiveness of mukunda foods customers
relationship practices
3.4 Hypothesis
1. Hypothesis for Demo graphic profile and self resolving of complaints
HO: There is no association between demographic profiles and self
resolving of complaints
H1: There is association between demographic profiles and resolving the complaints.
2. Hypothesis for Demo graphic profile and Reporting complaints

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HO: There is no association between demographic profiles and reporting complaints
H1: There is association between demographic profiles and reporting of complaints.
3. Hypothesis for Demo graphic profile and satisfaction with issues solved
HO: There is no association between demographic profiles and satisfaction with issues
solved
H1: There is association between demographic profiles and satisfaction with issues
solved.
4. Hypothesis for customized information and online resolution
HO: There is no association between available of customized information
and online resolution
H1: There is association between available of customized information and online
resolution
3.5 SAMPLING METHODOLOGY
Sampling methods are classified as both probability and non-probability.
Probability methods include random sampling, systematic sampling, and stratified sampling.
In non-probability sampling, members are selected from the population in some non-random
manner. These include convenience sampling, judgment sampling, quota sampling, and
snowball sampling.
For the study Convenience sampling method is implemented
Convenience sampling method: Data is collected from those who are accessible to the
researcher and hence convenience sampling method is adopted.
RESEARCH PROCESS:
Before embarking on the details of research methodology and techniques, it seems
appropriate to present a brief overview of the research process. Research process consists of
series of actions or steps necessary to effectively carry out research and the desired
sequencing of these steps.
Formulating the research problem
Extensive literature survey
Development of working hypothesis
Preparing the research design

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Determining the research design
By observation through personal interview by questionnaires
Collecting the data
Execution of the project
Analysis of data
Hypothesis-testing
Generalization and interpretation
Preparation of the report
The research was carried out as per steps of consumer research process. The figure below
depicts a model of consumer research process.
STEP1: DEFINE THE O
BJECTIVES OF
G AND EVAL
Define the Objectives of the Research
Collecting and evaluating secondary data
Designing a primary research study
Collection of Primary data
Processing and Interpretation of Data

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Therefore to achieve the objectives of my research I have used Descriptive method for
research.
SAMPLING PLAN FOR THE PROJECT:
1. Data source : Primary & secondary
2. Research approach : Survey method
3. Geographical area : Bangalore
4. Sample size : 52
5. Research instrument : Questionnaire.
6. Contact method : Phone calls
3.6 .1 literature Review.
Abstract:-
The study provided the facts 70% of customer relationship managements projects result in
either losses or in no bottom line improvement in the company performance , they have
considered the 300 samples to collect the information with respect to their questionnaire .
3.6.2 A Brief Literature Review on customer relationship management
2007 by Inass ail
Abstract:-
The current study focuses on customer relationship management initiatives in different
organizations and in different countries. A proposed CRM model was adopted and used to
evaluate the CRM initiatives of the chosen organizations in both Saudi Arabia and the UK.
The scope of this research was affected by the differing levels of cooperation received from
the organizations which participated in the case studies, thereby resulting in differing sizes of
the said case studies. The adopted CRM conceptual model was used in differing sizes of the
said case studies.
3.6.3 Building and managing on going customers relationships delivers the essence ofthe
marketing concept( wedster 1992, morgan)
3.6.4
firm interact with customers and manage relationship at each stage (srivastava, shervani
1998)
3.6.5

MITS 2014 - 2016
The second aspect is that the crm process should acknowledge that relationship s evolve
with distinct phases , thus relations ship cannot be viewed (Dwyer ,Schurr and oh 1987)
3.7 Limitations:
• The sample size is restricted to 52 due the time constrains
• some of the respondents COULD not BE MET PERSONALLY
• The study is confined to National wide

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Chapter – 4
Data analysis & interpretation

MITS 2014 - 2016
Chapter - IV
Frequencies:
Table – 4.01
Age
Age
Frequency Percent Valid Percent Cumulative Percent
Valid
25 y - 30 y 5 9.4 9.6 9.6
30y - 35y 14 26.4 26.9 36.5
35y - 40y 19 35.8 36.5 73.1
40y - 45 y 8 15.1 15.4 88.5
above 45y 6 11.3 11.5 100.0
Total 52 98.1 100.0
Inference : from the above table we observe that there are most of customers above 30 to 35
years of age who has been purchasing the machine due to they have the investment
capacity .
Table 4.2
Gender
Gender
Frequency Percent Valid Percent Cumulative
Percent
Valid
Male 50 94.3 96.2 96.2
Female 2 3.8 3.8 100.0
Total 52 98.1 100.0

MITS 2014 - 2016
Inference:
from the above table we observe that there are most of the male are dominating in this
business sector I.e. ( Restaurant , hotel, caters )
Table4.3
Inference: from the above table we observer that they are maximum graduates who are
interested to providing the information , and post graduates and other have given equal
preferences .
Table4.4
Contact of company regularly
1. Did the Mukunda officers contact you regularly
Percent
Valid strongly agree 2 3.8 3.8 3.8
Qualification
Qualification
Percent
Valid
Under graduation 7 13.2 13.5 13.5
Graduation 19 35.8 36.5 50.0
post graduation 13 24.5 25.0 75.0
Others 13 24.5 25.0 100.0
Total 52 98.1 100.0

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Agree 3 5.7 5.8 9.6
neither agree nor
disagree
1 1.9 1.9 11.5
dis agree 6 11.3 11.5 23.1
strongly disagree 40 75.5 76.9 100.0
Total 52 98.1 100.0
Inference: from the above table we observe that majority customers says the company
officers does not contact them regularly
Table4.5
Mode of contact
2. what is the mode that they contact ( Pls tick appropriate)
Percent
Valid
Email 6 11.3 11.5 11.5
SMS 9 17.0 17.3 28.8
Phone 16 18.9 19.2 48.1
Letter 10 30.2 30.8 78.8
personal visit 11 20.8 21.2 100.0
Total 52 98.1 100.0
Inference:
from the above table we observe that there ar contacting the customers through the phone
calls to get the information .
Table4.6
Type of information shared
3. what type of information do they share

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Percent
Valid
new plans 11 20.8 21.6 21.6
working conditions 15 28.3 29.4 51.0
regular usage 8 15.1 15.7 66.7
any other 9 17.0 17.6 84.3
New requirements
from store
8 15.1 15.7 100.0
Total 51 96.2 100.0
Inference: from the above table we observe that they share the information on the working
condition of the machine is been asked to the customers
Table4.7
Shared Information is relevant
4. The information is relevant
Frequency Percent Valid Percent Cumulativ
e Percent
Valid
strongly agree 9 17.0 17.3 17.3
Agree 8 15.1 15.4 32.7
neither agree or disagree 12 22.6 23.1 55.8
dis agree 15 28.3 28.8 84.6
Total 52 98.1 100.0
Inference: from the above table we observe that there most of the customers says that no
relevant information shared with the customers with respect to their requirement and queries

MITS 2014 - 2016
Table4.8
Provided information useful
5. The information is useful
Percent
Valid
Agree 16 30.2 30.8 50.0
dis agree 10 18.9 19.2 88.5
Total 52 98.1 100.0
Inference: from the above table we observe that the most of the customers agree that they
are getting the information that can be useful in working with the machine / and relevant
queries .
Table4.9
Customized information is been provided
6. The information for the customized
Percent
Valid
Agree 12 22.6 23.1 42.3
Disagree 14 26.4 26.9 82.7

MITS 2014 - 2016
Total 52 98.1 100.0
Inference: from the above table we observe that there are not providing the customized
information to the customers of the company
.
Table4.10
Receiving the Complaints
7 .The complaints are heard patiently
Percent
Valid
Agree 15 28.3 28.8 46.2
dis agree 14 26.4 26.9 82.7
Total 52 98.1 100.0
Inference: from the above table we observe that most of the customers says that their
complaints are not been heard patiently with respect to .
Table 4.11
Addressing of the company
8. I am satisfied with the addressing of the company
Percent
Valid strongly agree 11 20.8 21.2 21.2

MITS 2014 - 2016
Agree 12 22.6 23.1 44.2
dis agree 12 22.6 23.1 86.5
Total 52 98.1 100.0
Inference: from the above table we observe that there are most of the customers says that
the customers are satisfied with the addressing of the customers .
Table4.12.
Access of information
9. I can access
Percent
Valid
Agree 10 18.9 19.2 30.8
neither agree or
disagree
10 18.9 19.2 50.0
dis agree 18 34.0 34.6 84.6
Total 52 98.1 100.0
Inference: from the above table we observe that most the customers were not able to access
the information of the company .
Table4.13
Resolving of complains

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10. I can resolve most of my complains online /By service team
Percent
Valid
Agree 11 20.8 21.2 40.4
dis agree 10 18.9 19.2 76.9
Total 52 98.1 100.0
Inference: from the above table we observe that customers of the company are not able
to solve the issues by them self through online either by service team .
Table4.14
Mode of answering the questions
11. My questions online /phone/ SMS/ are answered well
Frequency Percent Valid Per
Cent
Cumulative
Percent
Valid
Agree 13 24.5 25.0 50.0
dis agree 11 20.8 21.2 82.7
Total 52 98.1 100.0

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Inference: from the above table we observe that most of the customers says that the
questions of those are been solved by the company.
Table4.15
Maintains of data base
12. Are you aware that database is maintained confidentially
Percent
Valid
Agree 11 20.8 21.2 36.5
dis agree 16 30.2 30.8 84.6
Total 52 98.1 100.0
Inference: from the above table we observe that they doesn’t maintain the database of the
customers confidentially from the respondents view .
Table4.16
Maintains of database separately
13.. Are you aware that database is maintained separately
Percent
Valid
Agree 11 20.8 21.2 42.3

MITS 2014 - 2016
dis agree 11 20.8 21.2 88.5
Total 52 98.1 100.0
Inference: from the above table we observe that the respondent data base is maintained
separately of there personal data .
Table4.17
Initiate relationship with customers
14. Are you aware that initiate relationship with customers
Percent
Valid
Agree 8 15.1 15.4 34.6
dis agree 13 24.5 25.0 80.8
Total 52 98.1 100.0
Inference: from the above table we observe that respondent says that they are not begin the
relationship with customers .
Table4.18
Complains on dosamatic
15. do you have any complaints with dosamatic as regards to
Percent
Valid Training 36 67.9 69.2 69.2

MITS 2014 - 2016
quality of the product 15 28.3 28.8 98.1
preparing of the raw
materials
1 1.9 1.9 100.0
Total 52 98.1 100.0
Inference: from the above table we observe that there have most complains on providing
training issues to the customers .
Table4.19
Complains are specified
16. were they specified to the company
Percent
Valid
Yes 39 73.6 75.0 75.0
No 13 24.5 25.0 100.0
Total 52 98.1 100.0
Missing System 1 1.9
Total 53 100.0
Inference: from the above table we observe majority of customers says that the complains
are specified to the company
Table4.20
Issued are solved on dosamatic
17. I am satisfied with the way the issues is solved

MITS 2014 - 2016
Percent
Valid
strongly agree 7.5 7.7 7.7
Agree 12 22.6 23.1 30.8
neither agree or
disagree
11 20.8 21.2 51.9
dis agree 11 20.8 21.2 73.1
Total 52 98.1 100.0
Inference: from the above table we observe that there majority of respondent says the issues
are not solved and they are not satisfied by the company service disagree.
Table4.21
Technical issues are solved by service team
18. The service team provide awareness of technical issues
Percent
Valid
Agree 12 22.6 23.1 48.1
dis agree 9 17.0 17.3 86.5
Total 52 98.1 100.0
Inference: from the above table we observe that there the customers says that the service
team has provided the technical awareness with respect to product .

MITS 2014 - 2016
Table4.2
All necessary tools are provided
19. company provided the necessary inputs / output as required
Percent
Valid
Agree 10 18.9 19.2 26.9
dis agree 7 13.2 13.5 76.9
Total 52 98.1 100.0
Inference: from the above table we observe that there are neither providing better inputs
and outputs to the customers as per their necessity.
Table4.23
Dosamatic provides profits
20. The dosamatic is providing profits?
Percent
Valid
Yes 35 66.0 67.3 67.3
No 17 32.1 32.7 100.0
Total 52 98.1 100.0
Inference: from the above table we observe that there are getting the good profits as it is
giving positive results by its usage.

MITS 2014 - 2016
Table4.24
In case yes when shall be ROI
if yes in how many months u have got the investment back
Percent
Valid
6-8 months 10 18.9 19.2 19.2
8-12 months 30 56.6 57.7 76.9
12-16 months 12 22.6 23.1 100.0
Total 52 98.1 100.0
Inference:- from the above table we observe that there majority of customer are getting
ROI within 8-12 months.
Correlation tables
.
Table N.o var-1 var-2 person correlation
Table 4.25 Age Resolving the complaints-0.092
Table 4.26 Gender Resolving.the.complaints0.199
Table 4.27 Qualification Resolving.the complaints0.121
Table 4.28 Age specified to company -0.040
Table 4.29 Gender specified to company -0.115
Table-4.25
Inference:

MITS 2014 - 2016
The above table says that the Person correlation value is “-0 .092”, from this
we can know that there is a week negative relation between the two variables Age and
Resolving the complaints .
Table-4.26
Inference:
The above table says that the Pearson correlation value is .199, from this we
can know that there is a week positive relation between the two variables gender and
Table-4.27
Inference:
The above table says that the Pearson correlation value is “0 .212”, from this we can know
that there is a week positive relation between the two variables qualification and Resolving
the complaints
Table-4.28
Inference:
The above table says that the Pearson correlation value is “-0 .040”, from this
we can know that there is a week negative relation between the two variables Age and
Table-4.29
Inference:
The above table says that the Pearson correlation value is “-0 .115”, from this
we can know that there is a week negative relation between the two variables gender and
specified to company.
Table No var-1 var-2 person correlation
Table 4.30 Qualification specified to company 0.221

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Table 4.31 information customized
Resolving the
complaints 0.171
Table 4.32 Age
satisfied way of issues
solved 0.269
Table 4.33 Gender
solved 0.021
Table 4.34 Qualification
solved 0.034
Table-4.30
Inference:
The above table says that the Pearson correlation value is “0 .221”, from this
we can know that there is a week positive relation between the two variables qualification
and specified to company.
Table-4.31
Inference:
that there is a week positive relation between the two variables information customized and
Table-4.32
Inference:
that there is a week positive relation between the two variables age and satisfied way of
issues solved .
Table-4.33
Inference:
that there is a week positive relation between the two variables gender and satisfied way of
issues solved .
Table-4.34

MITS 2014 - 2016
Inference:
that there is a week positive relation between the two variables qualification and satisfied
way of issues solved
Chi square test
Observed frequency:
Table 5.1.1
Age Total
Complaints
6 8 7 21
3 4 2 9
10 7 5 22
Total 19 19 14 52
Expected frequency table:
Table 5.1.2
7.6 7.6 5.6
3.2 3.2 2.4
8.0 8.0 5.92
Chi-square calculated value > chi-square table value
Chi square value = 14.139
Chi square table value at 0.05 with 4 degrees of freedom is 9.49
Result:
From the above table it is observed that there is a strong association between age and
resolving the complaints of customers, since we reject Ho
Observed frequency
Table 5.2.1
Gender total
Complaints
11 10 21
5 4 9
12 10 22
Total 28 24 52

MITS 2014 - 2016
Expected frequency:
Table 5.2.2
11.3 9.6
4.8 4.15
11.8 10.15
Chi square table value at 0.05 with 2% degrees of freedom is 5.99
Result:
From the above table there is a strong association between gender and in resolving the
complaints of customers ,since we reject Ho
Observed frequency
Table 5.3.1
Qualification Total
Complaints
11 7 3 21
4 2 3 9
11 4 7 22
Total 26 13 13 52
Table 5.3.2
10.5 5.25 5.25
4.5 2.25 2.25
11 5.5 5.5

MITS 2014 - 2016
Result:
From the above table there is a strong association between qualification and in resolving the
complaints of customers , since we reject Ho
Observed frequency
Table 5.4.1
Specified with
company
Age total
10 10 11 31
5 13 3 21
Total 15 23 14 52
Table 5.4.2
8.9 13.7 8.3
5.7 5.2 1.2
Result:
From the above table there is a strong association between age and complaints specified in
company , since we reject Ho
Observed frequency
Table 5.5.1
Specified with
company
Gender total
27 12 39
10 3 13
Total 37 15 52
Table 5.5.2
27.7 11.23
9.2 15.2

MITS 2014 - 2016
Result:
From the above table there is a strong association between gender and complaints specified in
company , since we reject Ho
Observed frequency:
Table 5.6.1
Specified with
company
Qualification total
22 17 39
4 9 13
Total 26 26 52
Table 5.6.2
19.5 19.5
6.5 6.5
Result:
From the above table there is a strong association between gender and complaints specified in
company , since we reject H1

MITS 2014 - 2016
Observed frequency
Table 5.7.1
Information customized Total
Resolve the
complaints
9 4 8 21
3 2 4 9
8 5 9 22
Total 20 11 21 52
Table 5.7.2
8.0 4.4 8.4
3.4 1.9 3.6
8.4 4.6 8.8
Result:
From the above table it is observed that there is a strong association between Information customized and
resolving the complaints of customers , since we reject Ho
Observed frequency:
Table 5.8.1
Age Total
Satisfied with the
way issue solved
6 7 3 16
5 4 2 11
8 8 9 25
Total 19 19 14 52
Table 5.1.2
7.6 7.6 5.6
3.2 3.2 2.4
8.0 8.0 5.92

MITS 2014 - 2016
Table 5.8.2
5.8 5.8 4.3
4.0 4.0 2.9
9.13 9.13 6.7
Result:
From the above table it is observed that there is a strong association between age and satisfied with the
way resolving the issues, since we reject H1
Observed frequency
Table 5.9.1
Satisfied with the
way issued solved
Gender total
12 4 16
8 3 11
19 6 25
Total 39 13 52
Table 5.9.2
12 4
8.2 2.7
18.7 6.2

MITS 2014 - 2016
Result:
From the above table there is a strong association between gender and satisfied with the way
issues resolved , since we reject Ho
Observed frequency:
Table 5.10.1
qualification Total
Satisfied with the
way issues solved
9 2 5 16
6 4 4 11
11 7 7 25
Total 26 13 13 52
Table 5.10.2
8 4 4
5.5 2.75 2.75
12.5 6.25 6.25
Result:
From the above table it is observed that there is a strong association between qualification
and Satisfied with the way issues solved, since we reject Ho
Image: 5.0 (a)

MITS 2014 - 2016
Table N.o Var-1 Var-2 Results Chi square
cal value
Chi square tab
value
Table 5.0 Age
I can resolve most of my
complains online /By service
team
Strong
association
14.139 9.49
Table 5.1 Gender I can resolve most of my
complains online /By service team
Strong
association
27.6 5.99
Table 5.2 Qualification I can resolve most of my
team
Strong
association
10.97 9.49
Table 5.3 Age
were they specified to the
company
Strong
association
11.078 5.99
Table 5.4 Gender
company
Strong
association
12.3 3.84
company
No Strong
association
0.48 3.84
Table 5.6 The
information
for the
I can resolve most of my
team
Strong
association
27.95 9.49

MITS 2014 - 2016
PIVOT - TABLES
Table 6.00
10. I can resolve most of my complains online
/By service team
Age
1 2 3 4 5 Grand Total
1 2 1 2 5
1 3 2 4 4 14
3 4 4 4 3 4 19
4 3 2 3 8
5 3 1 1 1 6
10 11 9 10 12 52
customized
Table 5.7
Age Iam satisfied with the way the
issues is solved
No strong
association
7.81 9.49
Table 5.8 Gender
Iam satisfied with the way the
issues is solved
Strong
association
18.6 5.99
Iam satisfied with the way the
issues is solved
Strong
association
24.21 9.49

MITS 2014 - 2016
Inference: from the above table we observe that the customer are neither or nor able to
solve the issues by them self's in the age group of 35-40 years .
Table 6.01
/By service team
Gender
10 11 9 9 11 50
2 1 1 2
10 11 9 10 12 52
Inference: from the above table we can say that majority of post graduates are able to
solve the complaints through online by them self .
Table 6.02
10. I can resolve most of my complains
online /By service team
Qualification
2 1 1 2 1 7
4 4 3 4 4 19
2 5 2 1 3 13
4 2 1 3 3 4 13
10 11 9 10 12 52
Inference : from the above table we can say that majority of post graduates are able to
solve the complaints through online by them self .

MITS 2014 - 2016
Table 6.03
16. were they specified to the company age
Inference: from the above table we can say that majority of the customers of age group
of 35-40 y with respect to male category says they are specified
Table : 6.04
16. were they specified to the company Gender
1 2Grand Total
1 37 13 50
2 2 2
39 13 52
Inference : from the above table we can say that majority of the male customers are
specified the complains to the company
Table :6.05
16. were they specified to the company Qualification
1 2 Grand Total
4 1 5
10 4 14
14 5 19
4 6 2 8
5 1 6
39 13 52

MITS 2014 - 2016
1 2Grand Total
1 5 2 7
2 17 2 19
3 10 3 13
4 7 6 13
39 13 52
Inference : from the above table we can say that majority of graduates are specified the
complains to the company
Table 6.06
/By service team
3 1 2 3 1 10
2 4 2 3 1 12
3 3 2 2 7
4 1 4 2 3 14
5 1 2 1 5 9
10 11 9 10 12 52
Inference: from the above table we can say that majority of the customers both in
information customized , resolve the complains are disagreed.
Table 6.07

MITS 2014 - 2016
2 1 1 2 1 7
4 4 3 4 4 19
2 5 2 1 3 13
2 1 3 3 4 13
10 11 9 10 12 52
Inference: from the above table we can say that majority of the customers on issues
solved with respect to age 30-35 age group are agree .
Table 6.08
17. I am satisfied with the way the issues is
solved
Gender
4 12 10 10 14 50
2 1 1 2
4 12 11 11 14 52
Inference : from the above table we can say that majority of the customers of male
category are strongly disagree in solving the issues by them selves .
Table 6.09
17. I am satisfied with the way the issues is solved Age

MITS 2014 - 2016
17. I am satisfied with the way the issues is
solved
Qualification
1 4 2 1 7
1 4 4 3 7 19
3 2 4 4 3 13
4 3 2 1 4 3 13
4 12 11 11 14 52
Inference: from the above table we can say that majority of the customers says with
respect other qualifications are able to solve the issues by themselves .

MITS 2014 - 2016
Chapter – 5
Findings, Suggestions
&
Conclusion

MITS 2014 - 2016
CHAPTER V
Findings
• It is observed that majority of customer in the age group of 35-40 years
• It is observed that majority of customers are male and graduates
• It is observed that majority of customers says that the company officers do not
contact them regularly ..
• It is observed that majority of customers are in contact through the mode of phone
calls with the company .
• It is observed that majority of customers says that the information is asked on its
working condition
• It is observed that majority of customers says that information is not relevant
• It is observed that customized information to the customers is not passed on .
• It is observed that majority of customers says complaints are heard patiently
• It is observed that majority of customers are satisfied with the addressing of the
company
• It is observed that majority of customers says that the complaints are not resolved
through online / by service team .
• It is observed that majority of customers taken the questions are been answer well
by online/ SMS/ Phone .
• It is observed that majority of customers says that the data base is neither , nor
maintained separately.
• It is observed that majority of customers that they doesn’t initiate relationship with
customers
• It is observed that majority of customers says that they have complaints with
regard to training.
• It is observe d that majority of customers they have specified to the company are be
agreed.
• It is observed that majority of customer Are not satisfied with the way the issues
are solved
• It is observed that majority of customers need to provide technical awareness
by service team .
• It is observed that majority of customers company does not provides the necessary
inputs( like , facilities , spares , service in time / required )
• It is observed that majority of customers the product provides the profits.
• It is observed that majority of customers get profits on their investment in 8-12
months .
• It is observe d that majority of customers they have specified to the company are be
agreed.
• It is observed that majority of customer Are not satisfied with the way the issues
are solved

MITS 2014 - 2016
• It is observed that majority of customers need to provide technical awareness
by service team .
• It is observed that majority of customers company does not provides the necessary
inputs( like , facilities , spares , service in time / required )
• It is observed that majority of customers the product provides the profits.
• It is observed that majority of customers get profits on their investment in 8-12
months .
• There is a strong association in between the demographic profiles and self resolving
the complains online
• There is a strong association between demographic profiles complaints specified to
the company
• There is a strong association between demographic profiles and satisfied with the
way issues solved .
• There is a strong association between available customized of information and self
resolving the complaints on line
Suggestions
1. The company has to contact the customers frequently and discuss the product usage
atisfaction so that we will get the further product development information.
2. The customers are unable to access the product complaints information through online
to resolve their issues towards the product, so it is suggested to the company to facilitate such
services( Training online ).
3. The company has not maintain individual customer profiles properly, this may damage the
customer relationship management, so, it is suggested to the company to maintain customer
profiles separately to build customer loyalty.
Conclusion
As from the observation it is found that the company is lacking in maintaining the customer
relationship management practices in the company hence it need to improve in getting the
effective measures to its growth and maintain long team relationship to have cross sales and
establish loyalty and trust, personal support in the product usage .
As the existing consumers are using as it have no human effort and zero wastage and
hygiene product since the company has to make the customers that they have chosen the
right product to their business growth and development in the food equipment sector .

MITS 2014 - 2016
Annexure
Questionnaire
Dear Sir/ Madam,
I am Ms. Divya bai .V a student pursuing MBA from MITS,MADANAPALLE doing a
project titled “customer relationship management on Mukunda foods pvt ltd ” hence I request
your kind co-operation in this regard. Please spare your precious time & give your valuable
opinion to improve the product/services
Demographic Profile of Respondent
Name:
AGE:
Gender:
Mobile number:
Education qualification:
Mail id:
About Product:
1. Strongly agree 2. Agree 3. Neither agree nor disagree 4.disagree 5. strongly
Conclusion
As from the observation it is found that the company is lacking in maintaining the customer
relationship management practices in the company hence it need to improve in getting the
effective measures to its growth and maintain long team relationship to have cross sales and
establish loyalty and trust, personal support in the product usage .
As the existing consumers are using as it have no human effort and zero wastage and
hygiene product since the company has to make the customers that they have chosen the
right product to their business growth and development in the food equipment sector .
Annexure

MITS 2014 - 2016
Questionnaire
Dear Sir/ Madam,
I am Ms. Divya bai .V a student pursuing MBA from MITS,MADANAPALLE doing a
project titled “customer relationship management on Mukunda foods pvt ltd ” hence I request
your kind co-operation in this regard. Please spare your precious time & give your valuable
opinion to improve the product/services
Demographic Profile of Respondent
Name:
AGE:
Gender:
Mobile number:
Education qualification:
Mail id:
About Product:
2. what is the mode that they contact ( Pls tick appropriate)
1. E- mail 2. SMS 3. Phone 4 .Letter 5. Personal visit
3. what type of information do they share
1. New plans 2. Working condition 3. Regular usage 4 .Any other 5. new requirements
from store
4. The information is relevant
5. The information is useful

MITS 2014 - 2016
7 The complaints are hear patiently
8. I am satisfied with the addressing of the company
9. I can access
10. I can resolve most of my complains online /By service team
11. My questions online /phone/ SMS/ are answered well
1. Strongly agree 2. Agree 3. Neither agree nor disagree 4.disagree 5. Strongly
12. Are you aware that database is maintained confidentially
13. Are you aware that database is maintained separately

MITS 2014 - 2016
14. Are you aware that initiates relationship with customers
15. do you have any complaints with machine as regards to
1. Traning 2.quality of the product 3. Preparing of raw material 4. damage of spares
16. were they specified to the company
Yes/ no
17. I am satisfied with the way the issues is solved
18. The service team provide awareness of technical issues
19. company provided the necessary inputs / output as required
20. The machine is providing profits?
Yes/ no
if yes in how many months u have got the investment back
1. 6-8 months
2.8-12 months
3. 12-16 months

MITS 2014 - 2016
4. Above 16 months
BIBLIOGRAPHY
1. Marketing management: Philip Kotler.
2. Customer relationship management -Peppers & Rogers
Websites
www.google.com
http://www.tradeindia.com/Seller-7151538-MUKUNDA-FOODS-PVT-LTD-
yourstory.com/2014/05/dosamatic-mukunda-foods
www.dosamatic.com
https://en.wikipedia.org/wiki/Machine_industry
www.microsoft.com/CRM
searchcrm.techtarget.com/definition/CRM

MITS 2014 - 2016

Project final report converted

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