...A PROJECT REPORT ON A CASE STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BOOK STORE CROSSWORD BOOKSTORE LTD. Submitted in partial Fulfillment of the requirement for the Award of Degree Bachelor of Business Administration Under of Tilak Maharashtra University, Pune -: Submitted By:- RAUSHAN KUMAR MISHRA P.R.N: 07110502048 BATCH: 2012-2013 Under the guidance of IRFAN AJMERI Vikas college of Arts, Science, & Commerce VIKHROLI, MUMBA TILAK MAHARASHTRA UNIVERSITY, PUNE-411037 (Declared as ‘Deemed to be University’ Under Section 3 of UGC Act, 1956 vide Notification No. F.9-19/85-U-3 dated 24th April 1987 by the Govt. of India) (Faculty of Distance Education) CERTIFICATE This is to certify that the project titled “A case study of customer relationship management in retail bookstore with reference to CROSSWORD BOOKSTORE LTD” is a bona-fide work carried out by Mr. RAUSHAN KUMAR MISHRA, A student of BACHELOR OF BUSINESS ADMINISTRATION semester 6th specialization in MARKETING MANAGEMENT PRN Number: 07110502048 Under Tilak Maharashtra Vidyapeeth, in the Year 2013. Head of the department Examiner Examiner Internal External Date: Place: University Seal COMPANY CERTIFICATE CERTIFICATE This is to certify that Mr. Raushan Kumar Mishra, PRN Number: 07110502048...
Words: 9709 - Pages: 39
... * Crossword Customers……………………………………………………………….7 * Store location and Site Evaluation…………………………………………….9 * Crossword - Organization and Management……………………………12 * Classification from Retailer’s point of view……………………………..14 * Positioning of the Retail store…………………………………………………16 * Location * Merchandise Assortment Planning * Merchandise Pricing at Crossword * Communication via promotions * Competitive Objectives & Its Competitors………………………………22 * What Lies Ahead & Challenges……………………………………………….23 * The CD with the report contains- 1) Interview in a video format of the CEO of CROSSWORD. 2) Video of the store layout of two locations in Pune namely Kalyani nagar & S.B.Road. 3) Softcopy of the Final Report References……………………………………………………………………………..24 ABSTRACT “Making Crossword Was A Dream, A Belief, and A Passion. The Dream Was To Make A World-class Book Shop, The...
Words: 3984 - Pages: 16
...biology, history and geography. Notebooks would also contain games (Sudoku, crosswords, and drawings), advertisements from student organizations and companies, information about events and other relevant information for students. Finance of the notebooks would come from advertisements that the notebooks consist and the Notebooks will be handed to students for free to use. Background information Name: „S.O.S. Notebook“ Website: SOSnotebook.com Established: 17.03.2014 Phone: +45 91267497 E-mail: ottoppimine@gmail.com The Executive Board members: Equity: 61000 DKK Owners, their share of the capital: The company's field of activity: Education The company's area of operation: Denmark Executive summary This business plan provides an overview of our business concept about educational studying tool named „ S.O.S. Notebook“. There would be 10 different kinds of notebooks with different subjects like physics, mathematics, chemistry, Danish, German, English, literature, biology, history and geography. Notebooks would also include games (Sudoku, crosswords), advertisements from student organizations and companies, information about events and other relevant information for students. In addition our business will include predictions of the market situation, budgets, financial situation, target segment etc. We used different ways of collecting data for discovering useful information and supporting decision making. Desk research combined with face to face...
Words: 3722 - Pages: 15
...the nature of accounting and its main functions. 4. identify the potential users of accounting information. 5. use information to make simple economic decisions. 6. understand the role of accounting information in the decision-making process. 7. understand the differences between accounting for management and accounting for external users. 8. understand how the accounting profession is organised in Australia. 9. identify the different areas of the economy in which accountants work. 10. understand the importance of ethics in business and accounting and how to recognise and handle ethical dilemmas as part of the decision-making process. 1 Chapter 1 STUDY TIPS FOR CHAPTER 1 1. This is an important chapter because it lays the foundation for all topics that will follow. 2. Make sure that you understand each new term as it is introduced. 3. Pay particular attention to the significance of accounting information for decisionmaking processes. 4. Identify the types of activities that are carried out by a professional accountant working in Australia. CHAPTER REVIEW 1. The nature of decisions and the decision-making process Decisions have to be made by all individuals every day. Decision making arises because of the need to choose between alternatives. Careful consideration must be given to all information available at the time because of the long-term consequences a decision...
Words: 2983 - Pages: 12
...CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT SUBMITTED BY: AASTHA ANAND ALISHA KHURANA DIPIKA SHARMA PRACHI ARORA TANYA RAO YADUNANDANI GUPTA SUBMITTED BY: AASTHA ANAND ALISHA KHURANA DIPIKA SHARMA PRACHI ARORA TANYA RAO YADUNANDANI GUPTA INTRODUCTION Shopper’s Stop Ltd is a professionally managed and system driven organization promoted by K Raheja Corp Group, one of the leading players in the country in the business of real estate development and hotels. Pioneer of organized retail in India, Shopper’s Stop Ltd has been instrumental in bringing about revolution in India. Since it opened its doors, the chain has become the highest benchmark for the Indian retail industry. Since its inception in 1991, Shopper’s Stop Ltd has introduced various retail formats in India. “The tapestry of history has no point at which you can cut it and leave the design intelligible.” The foundation of Shoppers' Stop was laid on October 27, 1991 by the K. Raheja group of companies, one of India's biggest hospitality and real estate players. The Group crossed yet another milestone with its lifestyle venture-Shoppers' Stop. With its immense expertise in the service industry and creditability, Shoppers' Stop today boasts of 61 retail outlets across the country and is planning to spread its wings with futuristic expansion plans to meet the challenges of the retail industry. A benchmark for the Indian retail industry to follow, Shoppers' Stop has progressed...
Words: 7541 - Pages: 31
...the nature of accounting and its main functions. 4. identify the potential users of accounting information. 5. use information to make simple economic decisions. 6. understand the role of accounting information in the decision-making process. 7. understand the differences between accounting for management and accounting for external users. 8. understand how the accounting profession is organised in Australia. 9. identify the different areas of the economy in which accountants work. 10. understand the importance of ethics in business and accounting and how to recognise and handle ethical dilemmas as part of the decision-making process. 1 Chapter 1 STUDY TIPS FOR CHAPTER 1 1. This is an important chapter because it lays the foundation for all topics that will follow. 2. Make sure that you understand each new term as it is introduced. 3. Pay particular attention to the significance of accounting information for decisionmaking processes. 4. Identify the types of activities that are carried out by a professional accountant working in Australia. CHAPTER REVIEW 1. The nature of decisions and the decision-making process Decisions have to be made by all individuals every day. Decision making arises because of the need to choose between alternatives. Careful consideration must be given to all information available at the time because of the long-term consequences a decision...
Words: 2983 - Pages: 12
...Figueroa (RCDSS), Delilah Velez ( Evercare Choice), Martha Robles (CCCSR), Alejandra Silva-Exias (Legal Aid Society of Rockland), Dwindell Feeley (BBBS Rockland) Susan Ball (RSVP), Claudia Depkin (HKDPL), Sr. Marie Buckley (Hospice of Rockland) Inspiration for the day was a reading prepared- “Thought for April” and was shared by the group. Minutes from March were read and accepted by members. Presentation- Doris Suarez – Centro De Amigos- Overview This Social Adult Day Center will be opening at 91 Broadway, Haverstraw NY 10927. Centro de Amigos Social Adult Day Center is designed to help maintain and improve a person’s physical and mental health in a comfortable, community-based setting through a culturally competent system of care that provides opportunities for: Socialization, Supervision, Monitoring, Personal Care, and Nutrition. This will be a culturally centered facility, targeting the...
Words: 1470 - Pages: 6
...Some of the factors responsible for the growth of organised retailing are as under: 1. Growth of middle class consumers: In India the number of middle class consumer is growing rapidly. With rising consumer demand and greater disposable income has given opportunity of retail industry to grow and prosper. They expect quality products at decent prices. Modern retailers offer a wide range of products and value added services to the customers. Hence this has resulted into growth of organised retailing in India. Growing consumerism would be a key driver for organized retail in India. Rising incomes and improvements in infrastructure are enlarging consumer markets and accelerating the convergence (meeting) of consumer tastes. 2. Increase in the number of working women: Today the urban women are literate and qualified. They have to maintain a balance between home and work. The purchasing habit of the working women is different from the home maker. They do not have sufficient time for leisure and they expect everything under one roof. They prefer one-stop shopping Modern retail outlets therefore offers one store retailing. 3. Value for money: Oganised retail deals in high volume and are able to enjoy economies of large scale production and distribution. They eliminate intermediaries in distribution channel. Organised retailers offer quality products at reasonable prices. Example: Big Bazaar and Subhiksha. Opportunity for profit attracts more and more new business...
Words: 1021 - Pages: 5
...the opportunity is huge-by 2010, organised retail is expected to grow at 6 per cent by 2010 and touch a retail business of $ 17 billion as against its current growth level of 3 per cent which at present is estimated to be $ 6 billion. The players should be proactive in the approach so that the can remain competitive and can target larger share of consumers wallet and should look for multiple format by having expansion and Joint Venture route.Proactive approach is one where one actually starts a trend which is later on followed by others. Such a methodology is termed as a proactive one. For example- Wal-mart has an advantage over other players in delivering the best prices to their customers because of its effective supply chain and management. Now other...
Words: 1785 - Pages: 8
...CASE PANTALOONS RETAIL (INDIA) LTD. Fighting for New Space as Global Competition Comes Home Group 9: Shikha Jain Shalu Uppal Sonam Gupta Saumya Srivatava Vipin Panwar Vijayant Ravesh Vatika Mayar Vivek Varun Garg ...
Words: 1786 - Pages: 8
...foundation. ANNUAL REPORT 2012-13 from a Great things grow firm foundation. from a Great things grow firm Financial Highlights & Key Ratios Shoppers Stop Ltd. (` in lacs) 2008-09 72 141,298 6,438 134,860 2,555 137,415 90,034 8,588 33,868 132,490 4,924 2,560 6,313 (3,949) 2,486 (6,436) (6,372) 3,487 — 19,822 20,776 — 44,085 25,873 8,467 15.9% 1.2% 31.7% 30.0% 3.5% -2.8% -4.6% 0.98 3 94 4.0 1.5 3.1 0.9 -5.2% -3.0% 66.85 (18.3) (18.3) (0.17) — Profitability Statement No. of Stores Income Gross Retail Sales Less: Value Added Tax Gross Retail Sales (Net of taxes) Other Operating & Miscellaneous Income Expenditures Cost of goods sold Employee costs Operating and administrative expenses EBIDTA Interest and finance charges Depreciation Profit before exceptional items and Tax Exceptional Items Profit Before Tax Profit After Tax Balance Sheet items Share Capital Optionally Convertible Warrants Reserve & Surplus Loan Funds Deferred Tax (Liability)/Assets Capital Employed Fixed Assets Net Working Capital Profit & Loss Ratios Sales (Chain level growth) Sales (Like to Like growth) Gross Profit Margin Operating Expenses Ratio Operating Margin (EBIDTA) (Before exceptional item) PBT Margin before exceptional item PAT Margin Interest Coverage Balance Sheet Ratios Debtors No. of Days Creditors No. of Days Stock Turnover Ratio Current Ratio Assets Turnover Ratio Debt Equity Ratio Return to Investors Return on Networth Return on Capital...
Words: 37011 - Pages: 149
...MBA 540 EXAM Due: Monday, April 6, at 10:00 p.m. The following exam is composed of fourteen short answer/essay questions worth 1-2 points each. Be sure to address ALL parts of each question. You may use your textbook, notebook, PowerPoint slides in Sakai, and classroom notes, but may NOT work with anyone else to complete this exam. You are not required to cite your sources. Submit your completed exam to Sakai by 10:00 p.m. on Monday, April 6. Two points will be deducted for each day that the exam is late. Points 1. Describe how Lumos Labs uses mass customization and CRM (customer relationship management) to enhance its marketing efforts? Include a definition of each term. 1.5 Customer relationship management (CRM) is a term used to define software programed with a database that works as an integrated management system focused on customers. It includes several process and tasks...
Words: 2187 - Pages: 9
...cloud. Even though, environmental factors could contribute to the onset of Alzheimer’s, 25% of all people aged 55 have family history of the disease, 50% of them will inherit the gene mutation. More studies need to be done when it comes to Alzheimer’s; a disease that is increasing in numbers and it is time to put more emphasis on this. With the number of cases rising at a fast rate, women need to stand up and take a stand and demand that more studies be performed as they are more at risk to get Alzheimer’s than Cancer; nearly two-thirds of those with Alzheimer’s are women. “Alzheimer’s disease was first identified more than 100 years ago but still relatively little is known and understood about the aetiology, pathogenesis, treatment management and prevention of the disease. Diagnosis is difficult, particularly in the early stages, and effective treatments remain elusive.” (Shan, 2013, para.) Alzheimer’s, a gene mutation that causes loss of memory, functions and eventually leads to death. Alzheimer’s played a role in over 500,000 deaths in 2010. According to The Shriver Report, 1 in 6 women will get the disease in comparison to 1 in 11 men. This disease is as real as cancer and needs to be given the same attention. Alzheimer’s is a highly...
Words: 1554 - Pages: 7
...Management Information System 2 Marks UNIT 1 MIS Introduction 1. Data: Raw facts such as an employee’s name and number of hours worked in a week, inventory part numbers or sales orders. Information: A collection of facts organized in such a way that they have additional value beyond the value of the facts themselves. Data Information Salesperson: J. Jones Sales Territory: Western Region. Current Sales: $147,000 Units = 147 Salesperson: J. Jones Sales Territory: Western Region. Current Sales: $147,000 Units = 147 Data Processing Data Processing $35,000 12 Units $12,000 J. Jones Western Region $100,000 100 Units 35 Units $35,000 12 Units $12,000 J. Jones Western Region $100,000 100 Units 35 Units 2. Management information systems: Def 1: Information system at the management level of an organization that serves the functions of planning, controlling, and decision making by providing routine summary and exception reports. Def 2: MIS provide information in the form of pre-specified reports and displays to support business decision making. Examples: sales analysis, production performance and cost trend reporting systems. Objectives: * Routine information for routine decisions * Operational efficiency * Use transaction data as main input * Databases integrate MIS in different functional areas. 3. Describe three levels of information in managerial level Management Support Systems provide information and support...
Words: 4587 - Pages: 19
...QUALITY OF WORK LIFE IN HYPERCITY EXECUTIVE SUMMARY The Quality of working life refers to the relationship between a worker and his environment, adding the human dimension to the technical and economic dimensions within which work is normally viewed and designed. QWL relates to the facilities and conditions in which workers have to work. The main purpose of doing this project is to understand what good quality work life means to employees in the retail sector and how it affects the organization. It speaks about how an organization should keep their employees happy by providing them quality work life. The fast changing rapidly growing Indian retail industry faces a major challenge for any employer. As it relates to Quality of work life, the recent changes in retail trading conditions and working conditions has further aggravated the employee performance. Work is an integral part of our everyday life, as it is our livelihood or career or business. On an average we spend around twelve hours daily in the work place, that is one third of our entire life; it does influence the overall quality of our life. It should yield job satisfaction, give peace of mind, a fulfillment of having done a task, as it is expected, without any flaw and having spent the time fruitfully, constructively and purposefully. Even if it is a small step towards our lifetime goal, at the end of the day it gives satisfaction and eagerness to look forward to the next day. A happy and...
Words: 9428 - Pages: 38
