research retreat

8/17/2019 Research Retreat

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RESEARCH RETREATMode refers to the method of interaction, suchas email, telephone, text messaging, multimedia messaging, Internet, mobile

Internet, etc. Timing refers to both the time and location the interaction

taes place. !ata Exchange refers to the process b" #hich the customer

information and mareter commercial information are shared bet#eenmareter and customer. $oals refer to the %alue the customer expects to

obtain in return for engaging in the interaction and for sharing customer

information to trigger this action.

1.1. Objectives

This proposed research focuses on stud"ing the abilit" of online

communities, as a channel to ser%e as an interface bet#een organi&ation

and consumer and aid the organi&ation in achie%ing its CRM goals. This

#ould be accomplished through the follo#ing research ob'ecti%es(

i. To identif" the Customer Relationship Management )CRM* and E(CRM practices in +ublic and +ri%ate Retail ans in -orth arnataa.

ii. To understand the customers/ a#areness of the CRM and E(CRM

practices in the public and pri%ate sector Retail bans in -orth

arnataa.iii. Explore the use and application of internet measures in the

measurement of customer Experience.i%. !e%elop a model to anal"&e the usage of online consumer

communities for identif"ing the components that build consumer

trust#orthiness for an organi&ation.

%. To compare E(CRM practices #ith CRM practices in the public andpri%ate sector retail bans in -orth arnataa.

1.2. Research Questions

eeping in %ie# the research ob'ecti%es our researcher tries to 0nd

ans#ers to the follo#ing 1uestions,

2. 3hat is the strategic intent of bans in -orth arnataa in adopting E(

CRM practices45. 3hat are the net bene0ts of E(CRM o%er the traditional CRM4

6. 3hat are the feasibilit" issues in%ol%ed in terms of the business and

implementation of E(CRM practices4

1.3. HypothesisH27 E(CRM has bene0ts o%er the traditional CRMH57 an customers ha%e no#ledge about E(CRMH67 E(CRM bene0ts ha%e positi%e e8ect on customer satisfactionH97 E(CRM has positi%e impact on measurement of customer

experience using online communities

52(55 Ma"Electronic - Customer Relationship Manaement an! CustomerE"perience Manaement #sin $iital Communications % &n Empirical'tu!y o( )an*in 'ector in +orth ,arnata*a

""" Harshal orgaon, !r. +rashantha C

Introduction < Title of Research , Research =uestions, H"pothesis,Methodolog"

2.ntro!uction/ There are four trends reshaping the #orld of business < technologicalad%ances and the speed

#ith #hich ne# technologies are created and copied, the loss of geographic ad%antage resultingfrom globali&ation, the shae(up of traditionall" stable industries as aresult of deregulation andthe rising po#er of the and their abilit" to get #hat the" #ant, #hen the"#ant it, from #home%er the" #ant. #ith this in mind, the relationshipexperience becomes on of the greatest competiti%e aspects for abusiness/s sur%i%al.

The bu&ord of globali&ation holds no meaning #ithout the conceptof #hat is being termed as >Digitization/. ?urther, #ith the internet ha%ingbuilt an E(enterprise has brought into %ogue, the use of emergentinternal and external online communities #ithin companies, or

bet#een companies and their partners or customers. This, along #ith theorgani&ational #illingness to tae riss has created ne# opportunities forcompanies in the domain of inno%ation, internet based collaboration andco(operation. Inno%ation processes are continuous and appropriate humancapital is fast becoming a scarce resource.

!istincti%e capabilities coupled #ith institutional excellence no# spellsources of competiti%e ad%antage. @rgani&ations are transforming fromhierarchical, bureaucratic, functional, p"ramid structures tointerconnected subs"stems, characteri&ed b" exibilit", emplo"eeempo#erment, and at or net#ored structures. +eople, no#ledge andcapabilities are the e" organi&ational assets.

The value of targeting the right kind of customers has become soimportant that the entire success and failure of an organization dependson customer acquisition and retention. it is for this reason that technology has become very important in marketing in the form of CRM. to pro%ide a#holesome understanding in about customers, e8ecti%e data generationand data anal"sis is %er" important, baced #ith appropriate data mining,organi&ations can reap such bene0ts.


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Electronic ( Customer Relationship Management and Customer Experience Management

Bsing !igital Communications < An Empirical Stud" of aning Sector in -orth arnataa

HD7 E(CRM competiti%e ad%antages ha%e positi%e e8ect on customer/s

satisfaction in choosing the bans to do their 0nancial and

business #ors.

S"nopsis of +roposed +resentation to be made at Research Retreat Ma" 5:2; +age 2


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2. Metho! o( 'tu!yResearch data #ould be collected from both primar" and secondar"

sources. The 1uantitati%e data #ould be collected b" administering

1uestionnaire to the respondents. =uestionnaires #ould be administered b"

meeting prospecti%e respondents in their respecti%e oces #ith priorappointment. In addition to this, personal inter%ie#s #ould also be

conducted to understand the respondents/ attitudes to#ards E(CRM aspects

in public and pri%ate sector retail bans in arnataa. It is intended to

conduct a 0eld sur%e" in the retail parts of -orth arnataa #hich includes

Hubli(!har#ad, elaga%i, i'apur, agalot, Raichur, and $ulbarga.

Secondar" data sources #ould also be used to collect the data for this

research stud". ulletins from baning sta8 colleges, #hich include RI

publications and manuals, #ould be ma'or sources of secondar" data.

Farious other sources lie online and print 'ournals and maga&ines, #hich

focus on the contemporar" issues in the baning and CRM areas, #ould be

referred. The data so collected #ould be anal"&ed b" appl"ing mathematical

and statistical tools such as correlation, co%ariance and Chi S1uare. The data

#ill be presented in tabular and graphical format. Soft#are such as S+SS,

SAS, $ABSS, TS+, Mat lab, RATS a%ailable to do data anal"sis. It is intended

to use S+SS pacage and MS Spread sheet for data anal"sis purpose.

a. 0eoraphical &reaIt is intended to collect the re1uired data from %arious geographical

location of -orth arnataa in the form of 0eld sur%e". The respondents

#ould be chosen from commercial part of north arnataa #hich includes

cities lie Hubli(!har#ad, elaga%i, i'apur, agalot, Raichur, and $ulbarga.

b. 'amplin metho!It is intended to collect the re1uired data from an/s Manager and

customers of the retail bans in public and pri%ate sector located in ;

di8erent cities of -orth arnataa.

The research here #ould lie to use Simple Random Sampling

method to conduct the 0eld sur%e", a randoml" selected sample from a

larger sample or population, gi%ing all the indi%iduals in the sample an e1ual

chance to be chosen. In a simple random sample, indi%iduals are chosen at

random and not more than once to pre%ent a bias that #ould negati%el"

a8ect the %alidit" of the result of the experiment, b" using the follo#ing

Statistical formula to calculate the sample si&e for the sur%e",


http://www.businessdictionary.com/definition/sample.htmlhttp://www.businessdictionary.com/definition/population.htmlhttp://www.businessdictionary.com/definition/individual.htmlhttp://www.businessdictionary.com/definition/chance.htmlhttp://www.businessdictionary.com/definition/random.htmlhttp://www.businessdictionary.com/definition/bias.htmlhttp://www.businessdictionary.com/definition/validity.htmlhttp://www.businessdictionary.com/definition/result.htmlhttp://www.businessdictionary.com/definition/experiment.htmlhttp://www.businessdictionary.com/definition/population.htmlhttp://www.businessdictionary.com/definition/individual.htmlhttp://www.businessdictionary.com/definition/chance.htmlhttp://www.businessdictionary.com/definition/random.htmlhttp://www.businessdictionary.com/definition/bias.htmlhttp://www.businessdictionary.com/definition/validity.htmlhttp://www.businessdictionary.com/definition/result.htmlhttp://www.businessdictionary.com/definition/experiment.htmlhttp://www.businessdictionary.com/definition/sample.html


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Sample Calculation =

z2x p ( 1 - p )

e2

1+z

2 x p ( 1 - p )

e2N

3here

G G %alue )for DJ con0dence le%el 2.;*

p percentage picing a choice, expressed as decimal )D:J

:.D*

e con0dence inter%al or margin of error )K6J*

- +opulation

opulation 'ie % City ise

City No. of ccount !olders No. of Respondentselgaum 965;56 2Lagalot 522 9i'apur 59:D52 2:9$ulburga D:9:L 52LRaichur 52229 2!har#ad(Hubli L;:: 65

245675847 1867

Number of Customers of the "ank < 59,;,:9, #hich includes the

Sa%ings an account holders #ith a minimum age of 2L and abo%e in retail

bans in ; di8erent cities in -orth arnataa and b" using the abo%e

statistical formula, the number of customers of the an to be inter%ie#ed

b" the researcher is #$%&'.

City No. of "ank Managers No. of Respondentselgaum : ;agalot 52 2;i'apur 9L 6;$ulburga 96 65Raichur 69 5D!har#ad(Hubli 269 2::

370 275

Number of "ank Managers < 6:, the managers of the indi%idual

nationalised public andNor pri%ate sector retail bans in ; di8erent cities in

-orth arnataa and b" using the abo%e statistical formula, the number of

an Manager to be inter%ie#ed b" the researcher is (').

3. $ata Collection

+age 6 S"nopsis of +roposed +resentation to be made at Research Retreat Ma" 5:2;


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?or the purpose of the stud", data #ould be collected from

secondar" and primar" sources that #ould be anal"&ed using both

1uantitati%e and 1ualitati%e methods.

a. +ilot stud"

?or the proposed stud" it is planned to ha%e a pilot stud" before

collecting the actual data #here the researcher #ould #ant to e%aluate

feasibilit", time, cost, ad%erse e%ents and e8ect si&e in an attempt to predict

an appropriate sample si&e and if needed impro%e the design.

9. Mo!e o( $ata Collection

?or the proposed stud" it is intended to collect data from +rimar"

sources b" conducting sur%e" #ith the an/s Manager and the customers of

the retail bans in -orth arnataa. It is also proposed to collect rele%ant

data from %arious secondar" sources a%ailable.



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Current 'tae o( Research 9or* )should include research undertaen

after con0rmation of registration*

2. Thorough understanding of the topic chosen b" %isiting %arious

Bni%ersities libraries across -orth arnataa %i&., arnataaBni%ersit", !har#adO Fis%es%ara"a Technological Bni%ersit",

elgaumO and Rani Channamma Bni%ersit", elaga%i.5. S"stematicall" collected and read articles related to the chosen

topic from %arious +eer(Re%ie#ed Pournals, Conference

+roceedings and E(Pournals.6. Identi0ed %arious %ariables related to the chosen topic.9. Currentl" drafting the =uestionnaire for the pilot stud".

+age D S"nopsis of +roposed +resentation to be made at Research Retreat Ma" 5:2;


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lan (or the ne"t one year

)Speci0c details of the research plan for the next one "ear*

2. +repare =uestionnaire in consultation #ith the $uide b" 2Dth Ma" 5:2;.

5. Conduct a +ilot Stud" in bet#een 2;th Ma" 5:2; till 2;th Pune 5:2;.6. Anal"&e the information collected during pilot stud" and run reliabilit"

and %alidit" test b" 6:th Pune 5:2;.9. ased on the data collected during the pilot stud" present an article

and publish in reputed Pournal.D. ?inali&e the 1uestionnaire in consultation #ith $uide b" 2:th Pul" 5:2;.;. Circulate the 0nali&ed 1uestionnaire in respected selected sample

areas to be 0lled b" an Manager/s and Customers of the an from

2Dth Pul" 5:2; till 6:th Panuar" 5:2.. Anal"sis the information collected during the 0nal stud" in bet#een 2st

?ebruar" 5:2 till 6:th

April 5:2.L. ased on the data collected during the pilot stud" present an article

and publish in reputed Pournal.

Con(erence at 9hich apers resente! an! ublications in :ournals

S"nopsis of +roposed +resentation to be made at Research Retreat Ma" 5:2; +age ;


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)!etails of papers presented and publications #ith 'ournal details*

2. +aper +resented on *+lectronic , CRM- Challenges and pportunities in

"anking /ndustry0 at International Conference on Inno%ation in

Mareting, E(Commerce, Information Technolog" and aning )IMEI(5:2;* conducted b" !epartment of Management Studies, The @xford

College of Engineering, engaluru on th April 5:2;5. +ublished paper on *+lectronic , CRM- Challenges and pportunities in

"anking /ndustry0 in Annual Research Pournal of !epartment of

Management Studies engaluru, IMEI, +age -o. 9D to 9, Folume 5,

April 5:2;, ISS- -o. :5D9(LDD.

+age S"nopsis of +roposed +resentation to be made at Research Retreat Ma" 5:2;

research retreat

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