OBJECTIVES OF THE STUDY

1.
2.
3.
4.
5.

To identify the nature of ICICI PRU & LIC, Karad.

To study the CRM strategies used in ICICI PRU & LIC, Karad.
To analyze the CRM practices in ICICI PRU & LIC, Karad from customer view.
To evaluate CRM practices in ICICI PRU & LIC, Karad.
To suggest the remedial measures depending on analysis of data.

Questionnaire for managers:

1.Has organization implemented CRM program
a. Yes
b. No
2. Does the organization have the organizational structure with the designated officers
for CRM.
a. Yes
b. No
3. Hoe do organization develop CRM Programme .
4. The CRM Programme of the organization includes which of the following
a. All centre automation.
b. Campaign.
c. Contact Mgmt.
d. Data Warehousing
e. Email Mgmt
f. Personalization.
g. Knowledge Mgmt.
5. What strategy do organization follow to acquire more knowledge abt the customer.
6. The CRM program of the orgn is for
a. Identifying valuable customer.
b. Identifying loyal customer.
c. Retaining valuable & loyal customers.
d. Establishing communication through a direct media.
e. All of the above.
7. How does CRM affect profitability
a. Increase revenue through profitable customers.
b. Decrease expenditure on finding new customers.
c. Customer satisfaction leads to attracting new customers.
d. All of the above.
8. How do orgn measure the effectiveness of CRM program.
9. How successful are CRM Programme in retaining customers.
10. According to you what are the benefits of the CRM.

a. More than satisfied customer leading to loyal customer & increased

customer value.
b. High service quality leading to customer loyalty life time customer.
c. Customer retention hence reduced cost of finding new customers.
d. Increased referrals leading to new customers (increase in revenue)
e. All of the above.
11. Give your opinion about the CRM Programme of your organization.