The document summarizes a research paper on customers' attitudes toward using mobile messaging to promote customer relationship management (CRM). The objectives of the research were to analyze respondents' attitudes toward promotional mobile messages and their opinions on using mobile messaging as a CRM tool. A survey of 100 respondents was conducted to collect data on their usage and preferences regarding mobile messaging from various sectors like banking, insurance, etc. The results showed that most respondents received promotional messages and had a positive attitude toward messages sent with prior permission. Banking, insurance, and financial services were the most preferred sectors to receive mobile messages from. The conclusion is that mobile messaging can enhance the customer experience and help build better CRM through brand promotion, attracting new customers, and

1. NAME – I. Lokesh
ROLL NO – G17
GROUP NO – 2
PRESENTATION ON – RESEARCH PAPER
Customers Attitude Toward
Mobile Messaging
Technology In Promoting
CRM
Ashok Khurana and Vikas
chaudhary

2. content
• Introduction
• Objectives
• Hypothesis
• Research methodology
• Result and discussion
• conclusion

3. OBJECTIVEES
• To analyze the attitude of respondent toward
promotional mobile messages.
• To analyze the respondent opinion on mobile
messaging as a tool for promoting CRM.
• To analyze and identify the preferable sector
in which the respondents would like to avail
interactive mobile messaging.
• To study usage pattern of mobile messaging.

4. hypothesis
Hypothesis 1
H0: there is no association between mobile
messaging and customer relationship
management.
H1: There is association between mobile
messaging and customer relationship
management.

5. Hypothesis 2
H0 : the respondent opinion regarding preferred
services for receiving mobile messages are
uniformly distributed.
H1: the respondent opinion regarding preferred
services for receiving mobile messages are not
uniformly distributed.

6. Research methodology
Sample size - 100 respondents.
Sample profile-
1- Gender
2- residential status
3- Age
4- education level
5- occupation
6- income
Collection of data- questionnaire method

7. DISSCUSION AND RESULT
Promotional message/SMS received by respondent
Message received percentage
Yes 96
No 4
total 100
Respondent attitude toward unsolicited messages
attitude percentage
Ignore 79
Complain to customer care to block SMS 21
total 100

8. Respondents opinion on sending
messages with prior permission
Response percentage
Yes 94
No 6
total 100

9. Respondent opinion regarding
preference of selected services/sectors
for receiving mobile messaging
services
services percentage Chi-square P-value
banking 96 81.00 0.000*
insurance 92 73.96 0.000*
telecom 61 6.76 0.009*
Travel and lodging 52 0.16 0.689
healthcare 32 0.64 0.424
Media and
entertainment
26 5.76 0.076
financial 72 27.04 0.000*
Retail store 70 26.98 0.000*

10. Result of chi-square test on association
between statements on mobile
messaging and CRM
statements Chi-square value P-value
Customers are valuable 21.980 0.000*
Enhances customer experience 71.120 0.000*
Helps brand promotion 44.240 0.000*
Retain existing customers 52.400 0.000*
Develops customer intimacy 157.300 0.000*
Foster product adoption 53.840 0.000*
Promotes customer satisfaction 54.560 0.000*
Promotes customers loyalty 52.400 0.000*
Attracts new customers 86.300 0.000*

11. conclusion
It shows that mobile messaging technology
enhance customer experience, helps brand
promotion, attract new customers, promote
customer satisfaction, as well as customer
loyalty and builds better CRM.