1

Research Project Report & Viva Voceon

Employee Strategies on client relationship management at net prophets

cyberworks pvt ltd

Undertaken at

Submitted in partial fulfillment of the

requirements for the award of the degree of

MASTER OF BUSINESS
ADMINISTRATION

to

DR. A.P.J. ABDUL KALAM TECHNICAL

UNIVERSITY LUCKNOW

Under the Guidance of Submitted by

Dr. Ajay Pratap Singh Ananya Agnihotri

MBA-IV Sem,

Enrollment No :

220152070013397

Academic Session 2023 -24

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To Whom It May Concern

I Ananya Agnihotri , Enrolment No. 220152070013397 from MBA-IV Sem, of Mangalmay

Institute of Management & Technology, U.P. hereby declare that the Research Project Report
& Viva Voce (KMBN 408) entitled Employee Strategies on client relationship management at
NetProphets Cyberworks [Link]. is an original work and the same has not been submitted to
any other Institute for the award of any other degree. A presentation of the Research Project
Report& Viva Voce was made on MIMT and the suggestions as approved by the facultywere
duly incorporated.

Date: Signature of the Student

Certified that the Research Project Report & Viva Voce submitted in partial fulfillment of Master
of Business Administration (MBA) to be awarded by Dr. A.P.J. Abdul Kalam Technical University
Lucknowby Ananya Agnihotri , Enrolment No. 220152070013397 has been completed under
myguidance and is Satisfactory.

Date: Signature of the Guide

Dr. Ajay Pratap Singh

IQAC Director

Signature of HOD

Dr. Richa Sharma

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Acknowledgement

This project is the outcome of sincere efforts, hard work and constant guidance of not only
me but a number of individuals. First and foremost, I would like to thank MIMT, GREATER
NOIDA for giving me the platform to work with such a prestigious company in the financial
sector. I am thankful to my faculty guide DR. Ajay Pratap Singh for providing me help
and support throughout the Project Report period.

I owe a debt of gratitude to my faculty guide who not only gave me valuable inputs about
the industry but was a continuous source of inspiration during these months, without
whom this Project was never such a great success.

Last but not the least I would like to thank all my faculty members, friends and family
members who have helped me directly or indirectly in the completion of the project.

Ananya Agnihotri
220152070013397
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Executive Summary

Client relationship management (CRM) involves a company’s efforts to interact positively with
clients, aiming to foster ongoing business, client retention, and a good brand reputation. Effective
CRM is crucial, especially for small businesses, as poor management can quickly lead to negative
word of mouth and reviews. CRM is a business strategy designed to understand, predict, and
manage customer needs, focusing on developing and enhancing individualized relationships to
maximize customer lifetime value. Companies should prioritize customer satisfaction, leverage
information technology, be flexible with rules, and strengthen bonds through social and financial
benefits.

Client relationship management (CRM) is essential for companies to build and maintain positive
interactions with clients, ensuring ongoing business, customer retention, and a strong brand
reputation. Effective CRM is especially vital for small businesses, as poor practices can quickly
lead to negative reviews and damaged reputations.

CRM strategies focus on understanding, predicting, and managing the needs of both current and
potential customers. The goal is to develop and enhance personalized relationships with targeted
customer groups, thereby maximizing their lifetime value. To achieve this, companies should:

1. Prioritize customer satisfaction, ensuring clients feel they receive full value for their money.

2. Utilize information technology to streamline and enhance customer interactions.

3. Be flexible in adapting rules and procedures to favor clients.

4. Strengthen client relationships by offering social and financial benefits.

In summary, robust CRM practices are integral to sustaining and growing a business, making it
imperative for companies to invest in and refine their customer management strategies.
 5

Table of Content
S No Topic Page
No
1 Certificate 2

2 Acknowledgement 3

3 Executive Summary 4

4 List of Abbreviations 6

5 List of Diagrams 7

6 Chapter I: Introduction 8-23

7 Chapter II: Review of Literature 24-47

8 Chapter III: Research Methodology 48-50

9 Chapter IV: Data Reduction, Presentation & Analysis 51-72

10 Chapter V: Data Interpretation 73-75

11 Chapter VI: Summary & Conclusions 76-77

12 References/ Bibliography 78-79

13 Appendices 80-82
 6

List of Abbreviations
[Link]. Abbreviations Full Form

1 CRM Client Relation Management/ Customer Relationship Management

2 Govt. Government

3 NP Netprophets

4 Pvt Private

5 Ltd Limited

6 ROI Return on Investment

7 SFA Sales Force Automation

8 CSS Customer Service and Support

9 EMA Enterprise Marketing Automation

10 PRM Partner Relationship Management

11 MHRD Ministry of Human Resource Development

12 DAMS Drug Abuse Monitoring System

13 MSJE Ministry of Social Justice and Empowerment

 7

List of Diagrams
S. No. Figure No. Name of Figure Page No.

1 Figure No. 1.1 CRM 9

2 Figure No. 1.2 CRM Cycle 17

3 Figure no. 2.1 Different Vales 26

4 Figure no. 2.2 Awards & Certification 26

5 Figure no. 2.3 Various Government Empanelment 27

Agencies
6 Figure no. 2.4 Various Capabilities 28

7 Figure no. 2.5 SASPAC Model 35

8 Figure no. 2.6 Various Technology Contribution 39

in Various Government Programs
9 Figure no. 2.7 Level of Management Teams 47
 8

Chapter - 1
Introduction
 9

Introduction
1.1 Client Relationship Management:
Client relationship management refers to a company’s interactions with clients, and their
approach to building a positive working relationship. Good client relationship management helps
to generate ongoing business, client retention and brand reputation.
On the other hand, a poor approach to client relationship management can do immense harm to
your growing business. Bad word of mouth spreads fast, and in our digital age it’s easier to publish
a negative review than ever before.
That’s why client relationship management is so important, especially for small businesses.
CRM “is a business strategy that aims to understand, predict and manage the needs of an
organisation’s current and potential customers”
“CRM is concerned with the creation, development and enhancement of individualised customer
relationships with carefully targeted customers and customer groups resulting in maximizing their
total customer life-time value”.
Figure No. 1.1: CRM

Source: [Link]
 10

1.2 Aims Of CRM

The CRM is a new technique in marketing where the marketer tries to develop long term
relationship with the customers to develop them as life time customers. CRM aims to make the
customer climb up the ladder of loyalty.

The company first tries to determine who are likely prospects i.e. the people who have a strong
potential interest in the product and ability to pay for it. The company hopes to convert many of
its qualified prospect into first time customers and then to convert those first time customers into
repeat customers. Then the company tries to convert these repeat customers into clients – they are
those people who buy only from the company in the relevant product categories. The next
challenge for the company is to convert these client into advocates. Advocates are those clients
who praise the company and encourage others to buy from it.

The ultimate challenge is to convert these advocates into partners where the customers and the
clients work actively together to discover ways of getting mutual benefit.

Thus in CRM the key performance figure is not just current market share but share of life time
value by converting customers into partners.
In CRM the company tries to identify that small percentage (20%) of key account holders who’s
contribution to the company revenues is high (80%). So from this point of view, CRM is also
known as KEY ACCOUNT MANAGEMENT.

1.3 Purpose
• Help a business to keep customers.
• It helps the business to understand what it needs to do to get more customers.
• Reduce costs by managing costly complaints and finding out what services are useless for
customers.
• Help a company figure out if its product is working and, ultimately, increases profit.
• Prime reason is to log and manage customer relationships.
 11

1.4 Benefits of CRM

• Quality & Efficiency
• Decrease in overall costs
• Decision Support
• Enterprise Ability
• Customer Attention
• Increase Profitability
• Improved Planning
• Improved Product Development

1.5 Stages Of Client Relationship

1. Visitor:
The online CRM is the entry portal to your company, however the visitor finds you.
Whether they visit with your representatives at a trade show, or fill out a web form, they
enter the front door of your virtual company and into the online CRM to be greeted with a
welcome and offered something valuable to them. WARNING: Do not skip this important
stage or your emails may be rejected later.
2. Engaged Visitor:
Online CRM is able to engage the sales lead and rescue your sales. The first place you
engage the visitor is in the welcome email. Be gracious and welcoming.
3. Prospect:
In some companies, just clicking on the link to the first offer will convert the sales lead into
a prospect. It may be time to have your salespeople call to offer help and guide the sale.
Whatever the sales process for your product or service, an email campaign delivered in
your online CRM is the most engaging and personal way to get them to pay attention to
your message.
4. Customer:
Way too many companies stop courting the business after they have become a customer.
Some feel that customers are not loyal anyway, so what’s the point? Others believe that if
they concentrate their effort on delivering good products and excellent service – it will be
enough to earn whatever loyalty is possible.
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5. Advocate:
In an online world where customers can post their experience with your company to be
seen by anyone who may be interested – customers have the enviable power to make or
break your business. As demonstrated by such companies as Apple, Amazon and more,
devout loyalty is possible when customers feel important. They feel deeply attached to the
companies who make them feel valued and heard.

1.6 Tips for Managing Client Relationships

1. Involve your client in the goal-setting process:
Your commitment to the client relationship should be made apparent right away during the
goal-setting process. Just because a client comes to you seeking a solution, doesn't mean
they want to relinquish control over setting goals and developing plans for improving their
business.
2. Don't allow the client to come to you with questions:
You should forbid clients from asking you questions. That's a recipe for disaster. What this
really means is that client relationships are all about proactive communication -- and in a
business relationship, you have to be the one who takes the initiative.
Clients shouldn't have to send an email and wait for several days before receiving a
response. When there is a lack of communication, it's easy for clients to feel like you don't
care about their needs. It can also foster misunderstandings or even resentment.
3. Put the onus back on your client, when necessary:
Whether you're creating a marketing campaign or helping a client manage their shipping
and inventory needs, you probably won't be successful if the client is completely detached
from your processes. In fact, to achieve success, the client likely need to do some work
themselves -- especially since there are likely certain items and information that you won't
be able to obtain without their help.
4. Address a client's needs before they know they even exist:
No matter what role you take in your relationship with the client, you ultimately have the
responsibility to address their pain points and find ways to help them reach their goals.
The problem is that clients don't always know what they actually need. They may
understand that they are struggling with something, but they may not have identified the
reason their business isn't reaching its goals.
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5. Pick up the phone and make an actual phone call:

Email seems like it would always be the easiest way to communicate with clients at first
glance. After all, the ability to type up a message and review what you've written before
hitting "send" can help you avoid mistakes and save some time.
But clients appreciate the more personal touch of a phone call -- and quite frankly, there
are many situations when a phone call will prove more effective than a lengthy email thread
in the first place.
6. There's no place for pettiness, so don't allow it:
A client may not be the type of person you'd like to hang out with on the weekends, but
this doesn't mean you should ignore their calls or talk down to them. These behaviors will
only hurt you in the long run and make it harder to find new clients.
7. Be transparent, even when it's not a good look:
Despite your best efforts, you might fail in helping your client reach those collaborative
goals you established. It can be tempting to gloss over these imperfections out of fear that
you'll lose a client. But when you choose to be dishonest, the final outcomes can be far
worse.
Nobody wants to work with someone who hides the truth in an effort to protect their
reputation or maintain higher sales.
1.7 Eight Ways to Keep your customers
1. Every part of the company’s marketing effort should be geared towards building lifetime
relationships.
2. People want to do business with friendly people. To have effective relations a friendly
attitude must permeate in the organization.
3. Information technology developments should be positively used to serve the customers.
4. The company should always be flexible to bend its rules and procedures in the client’s
Favor.
5. The company should communicate with its customers even when it is not trying to sell
something.
6. The company can communicate and develop stronger customer bonding by providing
financial and social benefits.
 14

7. The company should try to know all its customers including their lifestyles, hobbies,
likes and dislikes etc.
8. The company should make it a point to deliver more than what is promised.
1.8 Introduce CRM in the Company
There are four key steps for putting one to one marketing program to work –
Step 1 : Identify your customers
To launch a one to one initiative the company must be able to locate and contact a fair
number of customers or at least a substantial portion of its valuable customers. It is crucial
to know the customer details as much as possible, not just their names or address, but their
habits, preferences and so forth.
Step 2 : Differentiating your customers
Customers are different in two principal ways, they represent different levels of value and
have different needs. Once the company identifies its customers differentiating them will
help the company to focus its efforts to gain the most advantage with the most valuable
customers.

Step 3 : Interacting with the customer

Interaction is also a crucial component of a successful CRM initiative. It is important to
remember that interaction just not occur through marketing and sales channels, customer
interact in many different ways with many different areas of the organization so to foster
relationship all the areas of the organization must be accessible to the customer.

Step 4 : Customize your enterprise’s behavior

Ultimately to lock a customer into a relationship a company must adapt some aspect of its
behavior to meet customer’s individually expressed needs this might mean mass
customizing a manufactured product or it might involve tailoring some aspect of the service
surrounding the product.
 15

1.9 Relationship Marketing

Relationship marketing is when you build awesome relationships with clients as part of your
core sales strategy. It's a subset of client relationship management.
Relationship marketing focuses on generating customer loyalty and long-term customer
engagement. Put simply - it’s anything you do to keep your customers buying from you.
When done well it leads to positive word of mouth referrals, brand loyalty, and free
promotion.
Relationship marketing is an especially powerful approach for service businesses. As a
service business you don’t rely on transactional, instant sales… Instead, clients need to trust
in your work. Often they won’t know the full value of what you’ve done until the job is
completed, possibly months later. This means you need to approach marketing in terms of
client ‘lifecycles’ rather than isolated, one-off campaigns.
1.9.1 Purpose of Relationship Marketing:
1. Satisfaction:
Today’s customers face a growing range of choices in the products and services they can
buy. They are making their choice on the basis of their perceptions of quality, service,
and value. Companies need to understand the determinants of customer value and
satisfaction.
2. Retention:
To create customer satisfaction, companies must manage their value chain as well as the
whole value delivery system in a customer-centered way. The company’s goal is not only
to get customers, but even more importantly to retain customers. Customer relationship
marketing provides the key to retaining customers and involves providing financial and
social benefits as well as structural ties to the customers. Companies must decide how much
relationship marketing to invest in different market segments and individual customers,
from such levels as basic, reactive, accountable; proactive, and full partnership.
 16

1.9.2 Benefits of Relationship Marketing:

1. Huge ROI:
Many experts claim that increasing your customer retention by just 5% can increase profits
from 25% - 95%. Repeat selling to existing clients is far more cost effective than finding
new ones.
2. Quality Feedback:
By building a strong relationship with your clients, you’ll have many opportunities to
gather honest and insightful feedback. Then you can evolve your service to address their
needs and become even more profitable.
3. Word of Mouth:
People trust the opinions of their friends and family much more than anonymous
advertising. Relationship marketing produces happy clients, who in turn bring in new
business through personal referrals.
4. Online Reviews:
By delighting your clients at every opportunity and cultivating long-term relationships with
them, you’re more likely to get glowing reviews online. This will also help you attract new
business.
Unlike traditional advertising techniques, there’s no right or wrong way to do relationship
marketing. And a downside is that it can be time consuming, even expensive.
But there are definitely some affordable ways to delight clients – by establishing trust,
setting clear expectations, delivering promises, and practicing good communication.
1.10 CRM Cycle:
A CRM system integrates four phases of the customer life cycle into three major processes.
These processes are solicitation, lead-tracking, and relationship management. The diagram
above depicts the four phases and the three major processes. It shows the flow of phases
and what each phase means.
 17

Figure No. 1.2: CRM Cycle

Source: [Link]

1.10.1 Phases of CRM Cycle

There are four phases to the customer life cycle. The four phases include; marketing,
customer acquisition, relationship management, and loss.
1. Marketing:
The marketing part of the customer life cycle is when messages are sent to the target market
to attract prospect customers.
2. Customer Acquisition:
The next phases is customer acquisition which means prospects become customers when
they place an order.
3. Relationship Management:
The third stage is relationship management. Relationship management is when resell
processes increase the value of existing customers.
4. Loss/Churn :
The end stage of a customer life cycle is loss/churn when inevitably in time a company
may lose a customer. The company then needs to establish a win-back process. The
company then needs to decide which lost customers are of most value and try to win back
their business.
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1.11 Types of CRM

Nowadays, three major types of customer relationship management systems, namely
operational CRM, analytical CRM and collaborative CRM are being used in many
organizations.
1. Operational CRM:
It provides support to front-office business processes that involve direct interaction with
customers through any communication channel, such as phone, fax, e-mail, etc. The details
of every interaction with customers, including their requirements, preferences, topics of
discussion etc., are stored in the customers’ contact history and can be retrieved by the
organization’s staff whenever required. Thus, it presents a unified view of customers across
the organization and across all communication channels. Examples of operational CRM
applications are sales force automation (SFA), customer service and support (CSS),
enterprise marketing automation (EMA), etc.
2. Analytical CRM:
It enables to analyze customer data generated by operational CRM applications,
understand the customers’ behavior, and derive their true value to the organization. This
helps to approach the customers with related information and proposals that satisfy their
needs. The analytical customer relationship management applications use analytical
marketing tools like data mining to extract meaningful information like the buying patterns
of the customers, target market, profitable and unprofitable customers, etc., that help to
improve performance of the business.
3. Collaborative CRM:
It allows easier collaboration with customers, suppliers, and business partners and, thus,
enhances sales and customer services across all the marketing channels. The major goal of
collaborative customer relationship management applications is to improve the quality of
services provided to the customers, thereby increasing the customers loyalty. Examples of
collaborative CRM applications are partner relationship management (PRM), customer
self-service and feedback, etc.
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1.12 Success Factors in CRM

1. Evaluate current customers’ impact on business. CRM must start with determining what
kind of customer information the company is looking for and what it intends to do with the
information.
2. Evaluate business environment to understand how current customer relationships impact
business retention and growth.
3. Develop a strategy that is well expressed to give clear direction and value to all employee.
1.13 Importance of CRM
1. Identify customer needs.
2. Helps in rediscovering the customer and understanding him.
3. Identify untapped business potential.
4. Identify strong and weak points of supplier.
5. Provide feedback to the supplier on his total operation.
6. Provide feedback and new information on competitors.
7. Action plan to make organization customer – centric
1.14 Right Time to Adopt CRM
If you’ve decided that a CRM system is probably in your company’s future, the next logical
question is when.
Many companies start small, storing their leads in an email tool, and their list of customers
in a spreadsheet. This works fine for a while, but at a certain point, things start to break.
• It becomes tough to manage your data in a “flat” structure like a spreadsheet as it
grows (e.g., visualizing the relationships between contacts, companies, sales
opportunities, etc.)
• Jumping between the different places your data lives becomes cumbersome and
slows your team down (e.g., log in to the email tool to find your contacts’ email
addresses, your accounting tool to see the revenue they are associated with, a
spreadsheet to find out what state they are located in, etc.)
• An employee leaving results in a loss of data (e.g., a sales rep leaves, drops all of
the deals he was working on, leaving you no way to pick things up where he left
off)
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1.15 CRM Implementation

The implementation of a customer relationship management (CRM) solution is best treated
as a six-stage process, moving from collecting information about your customers and
processing it to using that information to improve your marketing and the customer
experience.
Stage 1 - Collecting information:
The priority should be to capture the information you need to identify your customers and
categorise their behaviour. Those businesses with a website and online customer service
have an advantage as customers can enter and maintain their own details when they buy.
Stage 2 - Storing information:
The most effective way to store and manage your customer information is in a relational
database - a centralized customer database that will allow you to run all your systems from
the same source, ensuring that everyone uses up-to-date information.
Stage 3 - Accessing information:
With information collected and stored centrally, the next stage is to make this information
available to staff in the most useful format.
Stage 4 - Analyzing customer behaviour
Using data mining tools in spreadsheet programs, which analyze data to identify patterns or
relationships, you can begin to profile customers and develop sales strategies.
Stage 5 - Marketing more effectively:
Many businesses find that a small percentage of their customers generate a high percentage
of their profits. Using CRM to gain a better understanding of your customers' needs, desires
and self-perception, you can reward and target your most valuable customers.
Stage 6 - Enhancing the customer experience:
Just as a small group of customers are the most profitable, a small number of complaining
customers often take up a disproportionate amount of staff time. If their problems can be
identified and resolved quickly, your staff will have more time for other customers.
 21

1.16 Who Uses CRM System?

Customer relationship management systems can be easily customized to meet the specific
needs of any business type and size. Start-ups, large enterprises, and verticals like real-
estate, healthcare, insurance, legal, media, restaurants, travel, banking, tax,
freelancers, and non-profits all use a customer relationship management software for
increasing their sales, marketing, and customer support efforts.

B2B

From managing an account's contact information to staying up to date with business deals,
payments, and reports, B2B companies do best with a sales CRM in place. It helps them create a
common platform to keep their partners, vendors, and other stakeholders of their business in sync
with each other.

B2C

B2C companies have shorter customer life cycles, and they typically require a solution that is more
direct and less time-consuming. A multi-channel CRM tool with features like lead management,
sending out instant surveys, marketing automation, etc. helps B2Cs reach out to their customers
more easily.

SMBs

SMBs aren't small and medium businesses but smart and modern businesses. There's no truth to
the common misconception that cloud CRM is too expensive and complicated for SMBs. They
can always start their CRM journey with a free CRM system. By being a great technological
leveller, small business CRM systems provide SMBs with a level playing field and the ability to
compete against the bigger players in their industry.

Enterprise

With advanced CRM features like workflow management, advanced analytics, territory
management, sales and marketing automation, enterprise CRM system can help reduce the time
salespeople spend on mundane tasks, have more time to concentrate on their customers and unify
their operations across multiple geographic locations.
 22

1.17 Key Features of CRM:

• Lead Management
• Contact Management
• Deal Management
• Email Management
• Sales Automation
• Reporting & Analytics
• Marketing Automation
• Customization
• Mobile CRM

1.18 Pros of CRM:

• It allows for the consolidation of customer data and the basis for deep insights.
• It speeds-up the sales conversion process.
• It increases staff productivity, lowering time-cost.
• It allows geographically dispersed teams to collaborate effectively.
• Improves customer experience by allowing personalization and improved query resolution.

1.19 Cons of CRM:

• Customer experience may disimprove due to staff over-reliance on system.
• Security and data protection issues with centralized data.
• Time and initial productivity cost of implementation.
• Requires a process-driven sales organization.
• CRM may not suit all businesses.

1.20 Limitations of CRM:

Customer relationship management are strategies that companies employ when dealing
with customers. Many limitations with CRM solutions exist and overcoming these
challenges has become a point of interest in business.
 23

Functions

CRM helps a business acquire customer information, such as purchase habits and
marketing strategies. However, limitations can cause a CRM to fail, including company
employees who do not commit to a CRM, poor communication of the system to the
employees or strict rules that do not allow for flexibility or changing of the CRM when
necessary.

Considerations

Every CRM system has limitations that could include the functionality of a product, the
cost to implement it, or whether it fits a particular business model. When selecting a
particular CRM, a business must consider how long it will take to configure and setup the
CRM, and how complex it is for end users.
 24

Chapter - 2
Review Of Literature
 25

Review Of Literature & Company Profile

2.1 Introduction:
NetProphets Cyberworks is a global enterprises software development company that helps
businesses to overcome the technological challenges of digital transformation through innovation
and the use of state-of-the-art technologies.
• Founded in the year 2000
• Served 300+ Customers Worldwide
• Team of 150+ Information Technology Professionals
• Empowered with 18+ years of experience in Software engineering & Product development
• ISO 20000-1: 2018, ISO/IEC 27001:2013,ISO 9001:2015andPCI-DSS certified
• CMMI Level 5 compliance certification by UKcert London.
• eLearning Venture: Dragonfly Education Pvt. Ltd.
2.2 Technology Assured:
We bring confidence to your technical investments. Bring us your thoughts and we will work
with you to re-imagine the outcomes for your technology investments. NetProphets
specializes in giving technical life to business challenges faced by small and medium
businesses. We recognize that young brands and businesses face a barrage of competitive
pressures. We don’t promise to ease them all but we do promise to help you better understand
the problems, reduce your technical anxieties and create workable technical solutions with
clearly articulated business outcomes.
In other words, if you are struggling to find a technical vision for your probable business
ideas, bring them to us! Some of the best in the world did, and that’s why we have been
proud partners to an amazing roster of clients.
2.3 Who are we?:
We are a technically strong, Integrated Business Solutions company that combines
Technology, Design and Data Science to create customer experience and engagement for
our clients. Via our full spectrum team of software programmers, digital strategists and
digital analysts we deliver:
• Asset Value in Product Development
• Technical Value in delivering innovation
 26

• Data Value in delivering business and brand insights

Figure No. 2.1: Different Values

Source: [Link]
2.4 Awards and Certification:
There are various certifications and awards the company has achieved. Let’s have some names:
Figure No. 2.2: Awards & Certifications

Awards &
Certificate
ISO/IEC
s
27001: 2013
& 20000-
1:2018 Certification's Awards Silicon india(Top 100
Mobile App Vendors
India 2013)

ISO
9000:2015 Credit Cards
PCI DSS
Certified Business & Service
Excellence Awards

Source: [Link]
 27

2.5 Government Empanelment’s:

Netprophets Cyberworks is please to add that being an empanelled partner with NICSI for
website development in the Tier-III category, our Company has also recently been
empanelled by NICSI under Office Support and Project Management Support & Rollout
Services Category-2 from April, 2020.
Figure No. 2.3: Various Government Empanelment Agencies

Empanelled with
NICSI – Tier-3

Empanelled with Empanelled with

Central Railtel
Electronics Limited

Empanelled with
Empanelled with UP Broadcast Engineering
Electronics Consultants India
Corporation (UPLC) Limited(BECIL)

Empanelled with UP
Development Systems
Corporation (UPDESCO)

Source: [Link]
2.6 Our Business Services:
Having gradually gone from strength to strength over the last 20 years, we can proudly say
we are almost there! Our sweet spot has always been bespoke development and delivery.
But still we are full service and over the next years our focus is to build out the Data Science
capabilities.
1. Custom Application Development:
Leveraging software technologies for enterprise solutions and new product development to
deliver business impact and service differentiation.
 28

2. Information and Process Automation:

Automation of business processes from concept to execution, in order to harness the potential
of organizational workflows and data.
3. Digital Design and Services:
Building a digital strategy leading to delivering brand awareness, consumer engagement and
sales outcomes, across digital media.
4. Data Science:
From insights to action, we provide business and brand insights using sales, customer and
digital data. In addition to using data science for formulating digital marketing strategies,
Netprophets is embarking on the Al and Machine Learning journey focusing on the Retail
Industry and with specific emphasis for our client Fabindia.
2.7 Our Capabilities:
Figure No. 2.4: Various Capabilities

Technology
Capabilitites

Domain Process
Capabilities Capabilities

Capabilitites
Functional Team
Capabilitites Capabilities

Source: [Link]
 29

Table no. 2.1 Types of Technologies as per Capabilities

1. Technology Capabilities: 2. Domain Capabilities:
• Microsoft .net • Retail Enterprise Solutions
• Java • Telecom Solutions
• PHP • Media: IPTV & Media Buying Software
• Mobile – Android, iPhone, Windows, • Insurance Portal
Blackberry • Mobile TV
• MS SQL Server • Mobile Application Development, esp.
• My SQL iOS and Android
• Oracle
• Darawarhousing – SSIS, SSAS
• Popular CMS Platforms on .Net Java and
PHP
• Popular eCom platforms
3. Functional Capabilities: 4. Process Capabilities:
• Data Warehousing • ISO 9001:2000 Certified
• Database Analytics • Working towards CMMI
• E-Commerce • Process-driven organization for software
• Lead Management/Query Management development
• Email Marketing Software Engine • Continuous monitoring of processes for
improvements
5. Team Capabilities: • Complete program engineering teams:
• 110 Employees ▪ Technical Architects
• Each functional unit headed by a ▪ Quality assurance
Program Manager ▪ Testing
• Each Program Manager has teams of ▪ DBA
Project Managers, Team Leaders and ▪ Server Administrators
Development Teams ▪ Technical Documentation
• A separate creative studio • 24x7 Technical Support Team
 30

Source: [Link]
In an ever changing IT world, what we did yesterday is not necessarily what we do today
and what we may continue to do tomorrow. But nonetheless here are some of the areas of
work you can count on us to get right…most of the time!
1. Custom Application Development: 2. Data Science:
• Technology Consulting • Predictive Modeling
• Development capabilities across • Process Models
languages, OS and technologies • Keyword Analytics
• Innovative methodologies and • Social Media Analytics
practices • Online Reputation Management
• System Support • Natural Language Processing
• Infrastructure Management • Customer Feedback and Behavioural
Analytics
3. Digital Design and Services: 4. Information and Process Automation:
• Digital Marketing and Content • Solution Architecture
• Ecommerce platforms and Portals • Business Intelligence
• Mobile and Responsive Web • Data-warehousing and Analytics
• Infrastructure management and • System Integration
Cloud hosting
People make the business:
Someone said that at the end of every day their assets walk out the door. Ours are over a 150
comprising Technical Analysts, Business Heads, Relationship managers, Project and
Programming teams, Designers, Writers and young interns all of who combine to make us an
organization capable of providing the required IT consultancy, architecture and development
capacity to Indian and International clients.
This is the roster we spoke of earlier
We work with a range of clients from Enterprise to Small and Medium companies including, as an
empanelled member, Govt of India clients.
Aren’t they amazing? They sure make us proud and while many others have left us due to reasons
out of our control, we miss them. And then there are still many more who are not listed here, for
us each one of them are equally important. If you want to enter this hallowed hall of first class
 31

citizens please get in touch.

2.7.1 Custom Application Development:
Leveraging software technologies for enterprise solutions and new product development
to deliver business impact and service differentiation.
Table no. 2.2: Capabilities of Custom Application Development
Functional documentation and System Support
Technical Architecture planning
Custom development and integration services across languages, OS
and technologies
Capabilities
User requirement study
Quality Testing
Deployment planning
Infrastructure Management
Source: [Link]
1. Fabindia:
Enterprise-wide custom ERP and BI development, including integration of HR and
Accounting systems
2. Symantec, USA:
Authorized and exclusive digital reseller partner distribute norton subscriptions in india,
on our platform inroads.
3. Fusion, Dubai:
A saas based audit/reporting system on safety, quality and document processes, primarily
for the international aviation industry
4. Marathon Client Insurance System, South Africa:
A b2b platform for South African insurance companies to market and manage retail
insurance products.
5. Telecrm:
A custom crm system for broadband services providers in india to manage customer leads,
usage, billing, and complaints/redressal.
 32

6. Netless™ for Museums:

Netless for the museums is an integrated solution and mobile application that creates a
localized wi-fi solution and allows for streaming of videos directly into user smart phones.
2.7.2 Information and Process Automation:
Automation of business processes from concept to execution, in order to harness the
potential of organizational workflows and data.
Table no. 2.3: Capabilities of Information and Process Automation
Solution Architecture

Capabilities Business Intelligence

Data warehousing and Analytics
System Integration
Source: [Link]
1. Airtel:
Smartbytes™ workflow management and seamless integration of customer databases and
data centers to track manage and monitor data volume usage and upsell broadband
customers in real time.
2. Reckitt Benckiser:
A media tracking and analytical software custom built for one of the world’s largest
marketers and advertisers. Televident™ is one of our big successes.
3. Myway Iptv:
Integration and broadcast of india's first iptv service. We won the video innovation award
at global telcom, london 09.
4. Central Square Foundation – Case 1: Teacher Training:
A non-profit organization based in new delhi, whose vision is to bring improvement and
efficiencies in the indian primary education system. We have worked with them to develop
national and state portals directly under the auspices of the mhrd.
5. Brandplan:
A saas based platform that tracks user ratings, reviews on ecommerce websites and
provides an analysis of the likelihood of your product/brand being purchased online.
 33

6. Emaar MGF:
A lead and query management designed to the company’s customer processes in order to
comprehensively manage sales leads and customer queries. It is also a crm tool that can be
customized for other real estate brands in india.
2.7.3 Digital Design and Services:
Building digital marketing strategy leading to delivering brand awareness, consumer
engagement and sales outcomes across digital media.

Table no. 2.4: Capabilities of Digital Design and Services

Capabilities
1. Ecommerce and Brand Portals: 2. Mobile and Responsive Web
• Requirement analysis • Responsive Web and HTML 5
• Technology selection • Consumer, Enterprise and Public
• Platform implementation Sector applications
• Marketing and Optimization • iOS and Android development
3. Digital Marketing and Content 4. Infrastructure Management and
• Email Marketing Cloud Hosting
• Consumer Engagement • Amazon Cloud Server
• Digital asset design and execution • Enterprise Hosting
• Content writing and management • Remote Infrastructure Management
Source: [Link]
Clients:
1. The Pillow Company
2. BaghVillas
3. UEM Group
4. HPE Pro
5. HP CBDT
6. HP C
 34

2.7.4 Digital Science and Analytics:

From insights to action, we provide business and brand insights using sales, customer and
digital data.
• Predictive Modeling
• Process Models
• Online Reputation Management
• Social Media Analytics
• Keyword Analytics
Mapping customer journeys by integrating data across platforms through our in-house
statistical computing environment. We are specialists in performing techniques such as:
• Natural Language Processing which includes Sentiment Analysis to monitor brand
conversations and cluster meaningful words together to infer insights about those
conversations.
• Customer Behavioural Analytics which can be used to understand and create a persona
of the customer so as to assess their digital presence and usage, purchase and re-purchase
intentions.
• Keyword Analytics to understand and predict what kind of keywords are being used and
would be used by your customer or a potential lead to search your business and buy so as
to provide a 100% return.
Tools:
• Google Tag Manager
• Google Analytics
• Proprietary Tools which leverage Social Media and Digital Data to measure performance
and create value for your brand/business.
Methodology: We use SASPAC our proprietary model to create digital marketing plans that are
logical, in line with what our client needs and easy to implement.
 35

Figure No. 2.5: SASPAC Model

Source: [Link]
Clients:
1. CRY India
2. Shree Airlines
3. Magic Marks
4. Genpact
2.8 Some Other Selected Clients:
1. Centre For Science And Environment (CSE):
CSE takes the message of environment awareness and conservation to schools across India.
The goal was to create a dynamic portal that engages the various stakeholders - schools,
teachers and students – and keeps them coming back. NP has also developed two allied portals,
the Community Portal and Audit Portal, for CSE.
URL: [Link]
2. Smile Train India Website (STIW):
NetProphets developed Smile Train India's latest website to meet its multiple goals of
providing information about its goals and activities, educating people about cleft defects, their
management and treatment, and providing up-to-date contact details of its partner hospital.
The site also encourages visitors to donate by providing striking visuals and messages related
 36

to the problems of clefts. The site is fully responsive, and includes a blog, an online donation
system and a custom-built crowd funding platform. It seamlessly integrates with the CRM to
provide latest information about its partner hospitals.
URL: [Link]
Services: Content development, website design and development, CRM integration
Platforms: Core PHP, CodeIgniter, WordPress
Technologies: PHP5, MySQL 5, HTML5, CSS3, JavaScript
3. Skill2win Poker Portal:
Skill2Win is a portal dedicated to popularizing the game of Poker in India. The goal of the
young entrepreneurs behind the venture was to create an exciting presence that would capture
the spirit of the game and fire up interest of visitors.4 The portal developed by NP leverages
the colors and imagery associated with the game to create a bold and striking look.
URL: [Link]
Services: Logo design, content development, responsive website design and Development
Technologies: HTML5, CSS3, JavaScript
4. [Link]:
[Link] is an ecommerce site focused specifically on quality cosmetics and
grooming products. The goal was to create an attractive looking ecommerce store that is in
sync with the look and feel of the makeup industry. Key features include product quick-view,
product zoom, single click add to cart, single page checkout and a make-up tips blog.
URL: [Link]
Services: Portal design, integration with OpenCart platform and payment gateway
Platform: OpenCart
Technologies: PHP4, MySQL 5, HTML5, CSS3, JavaScript
5. Forest Of Chintz:
Luxury lifestyle products from this exciting, new brand in India. Purpose of the site is to
showcase their work and offering for the season. The portal is managed via a robust eCom
administration solution.
URL: [Link]
6. Toshiba Laptops:
The brand strategy for this new 2013 website is specifically to facilitate Toshiba brand
preference and purchase.
 37

URL: [Link]/laptop/
2.8.1 Client of Infrastructure/Server Management:
1. Reckitt Benckiser, UK:
• 21 servers leased in the US and the UK Datacenter
• 24 x 7 support, managed by our global team in India
• Centralised management for greater transparency and advantage of consolidation.
• Greater integration of technical platforms
• Database support, backups and managed services
2. Genpact:
• 04 servers on lease in the US Datacenter
• 24 x 7 support, managed by our global team in India
• Database support and managed services
• Troubleshooting
• SSL Integration with web application
• Built redundancy for uptime of portal and web application
• Bi-weekly security check for malware and viruses infection
3. Ranbaxy:
• 03 servers on lease in the India Datacenter
• 24 x 7 support, managed by our global team in India
• Transition from obsolete hardware and software environment to latest hardware and
software environment
2.8.2 Clients of Mobile Application Development:
1. Fourtap:
This solution has been developed based on a patent where two parties can transfer funds
without knowing each other's personal details. The solution was developed keeping in mind
the core concept of the patent. The apps were developed for Android and iOS phones.
2. A2Milk:
Here, we developed an app to be deployed onto tablets which would be used by sales personnel
of the client to promote their products and to capture customer data. The app was developed
as a game to be played by customers. The app also contained features where the client could
 38

personalize the game prizes which would then be distributed to the players based on a custom
distribution algorithm.
3. Gharpetutor:
This was a solution developed to create a marketplace for Home Tutors and Parents/School
going students. The app allows for search for tutors across Education Boards, Subjects and
Location, along with allied features such as a chat, rating and action/notifications. The first
version rollout is over Android phones.
4. Center For Science And Environment:
Developed for CSE, under collaboration with the Environment and Pollution Control
Authority of India, the App allows citizens of Delhi NCR to report dust violations across the
City. The second part of the solution is another App on the phones of the EPCA officials to
resolve and close cases. The central console of the solution provides features to monitor
control and manage the cases received by the EPCA personnel. These Apps have been
developed for Android and iOS phones.
5. Stretch Hd©:
A very handy Video App that guides users on Stretch exercises both as routine stretches as
well as particular muscle stretches. Developed under the guidance of Karn Ghosh an
Australian physiotherapist, this app is available on Android and iOS platforms.
6. Epilepsy Diagnosis Aid©:
This project is a “world’s first” and has been developed in collaboration Dr Victor Patterson,
the founder of Synapse Tele Neurology, UK. While the W.H.O have suggested that health
workers diagnose and treat epilepsy, among nations where access to qualified physicians is
next to none, this App actually looks to do so. Particularly, the App deploys a proprietary
algorithm to report whether an episode of altered consciousness is due to epilepsy or to other
conditions which can mimic epilepsy. Here is a high level of agreement between the findings
of and the clinical diagnosis by epilepsy specialists. This is available on the Apple store and
Google Play.
 39

7. Sharable™:
Sharable is a File Sharing platform developed and patented by NP. The application has been
created for iPhones, iPads, Android phones and Tablets, Windows and Mac platforms. The
App easily transfers files and folders between different platforms over a Wi-Fi or hotspot
connection. The App is live on all stores.
2.9 Technology Contribution in Various Government Programs:
Figure No. 2.6: Various Technology Contributions in various Government Programs

1. GIS based monitoring

2. Fraud prevention & Control

3. Complex Implementation in terms of multiple stakeholders

4. Public welfare Scheme Monitoring

5. Capacity Building, remote learning and assessing management system

6. Budget & Spent Management

7. Greviance redressal and feedback mechanism

8. Project realtime progress

9. Taking health services to masses

10. Public participation in governance
11. Use of social media in governance
12. IT as Revenue generator
13. Integrating high performance diametric technology set ups
14. Securing commercial transactions on highy accuracy & concurrency
15. Managing highly demanding Supply chain set-up with vast supplier base & Pan India
retail operations
Source: [Link]
 40

1. GIS Based Monitoring:

Client: MHRD All India Schools program
Details: Leveraged Android platform and GIS technology to track location based civil work
related activities that are being performed over 4,00,000 schools in India.
• Works on online and offline mode with authenticated geo position.
• Built with workflows designed with MHRD.
• Contains features to enhance accountability ofschools.
• Uses GPS and photo capture for authentic submissions.
Outcome:
• Authentic data reporting - on the civil work.
• Evidence generation of work.
• Improved works monitoring.
2. Fraud Prevention & Control:
Client: ShaalaKosh, MHRD
Details: ShaalaKosh is a unique initiative of MHRD which aims to create a single platform to
meet the data requirements of all stakeholders in school education ecosystem.
Used an Android based system for tablets that can be used by education
departments of various states for facilitating processes, data integration, data validation and
analysis.
• Live in Jharkhand, Chhattisgarh, Maharashtra, Gujarat and Andhra Pradesh.
• Captures daily biometric attendance of teachers and school facility indicator for now.
• Integrated with multiple biometric authentication devices.
• The Multilingual platform will cater to entire value chain requirements of the three key
stakeholders-students, teacher and school management.
Outcome:
• Detection of proxy attendance/middleman
• Improved attendance of teachers at schools
3. Complex Implementation in Terms of Multiple Stakeholders:
Client: Department of Food and public distribution (DFPD)
Details: The Department of Food and public distribution is responsible for formulation of
policies & regulation sugar in PDS. Managing various stakeholders and keeping track of
 41

approvals was challenge to overcome it we have built Online Sugar Loan Development Fund
Recovery System provides single window for all stakeholders almost eliminated the lengthy
paperwork.
• It will help the department to have the transparent information of all the active loan
accounts.
• Eliminates paperwork for disbursal, recovery and settlement making entire application
process online.
• Allows access with specific roles (SDF Section, SDF Accounts Department, Pay and
Accounts Office, Chief Controller of Accounts, Joint Secretary, Sugar Mill Department,
Loan Processing Agencies i.e. IFCI and NCDC).
Outcome:
• Ease of loan disbursement
• Single point of processing for loan payments
• Better recovery of loans
4. Public Welfare Scheme Monitoring:
Client: Ministry of Social Justice and Empowerment (MSJE)
Details: The Ministry of Social Justice and Empowerment (MSJE) have taken an initiative to
establish a Drug Abuse Monitoring System (DAMS) so that data on help seekers at centres
funded by the Ministry is collected in a systematic way.
• Information thus gathered is used to monitor drug using trends with time; equip the
functionaries at ministry to plan and implement prevention, education programs for
drug users at all levels (State, District, Zone level).
• Online platform Monitoring patients seeking treatment/rehabilitation/counseling (for
alcohol or any other drug).
• Monitoring state wise drug abuse, improvement in program.
Outcome:
• Precise on-ground drug usage patterns
• Helping Govt to formulate policies on drug abuse and rehabilitation of drug victims
 42

5. Capacity Building, Remote Learning and Assessing Management System:

Client: Income tax Department
Details: A customized eLearning Management System with highly optimized performance
management to handle over 500+ concurrent users.
• Competency Gap Analysis to suggest a relevant course to users
• Multi-language capable to cover various demographies.
The objective of LMS is to analyze the competency gaps and suggest training courses to
improve the staff skills
Outcome:
• On-demand Skill enhancement of department officials
• Improved public perception about the officials and in turn the department
6. Budget & Spent Management:
Client: Shiksha Darpan
Details: Shiksha Darpan is first of its kind online platform which provides insight into overall
school expenditure through the Analysis of Budgeted Expenditure on Education (ABEE) and
expenditureon the two major schemes – Sarva Shiksha Abhiyan and Mid Day Meal.
• The portal contains 10+ years of data from 14 Government datasets across 3 modules
Expenditure, Learning outcomes & School Characteristics.
• It analyses the trend of expenditure in education based on the demand for grants and
budget documents of the Centre, States and UTs.
• Along with the actual expenditure, revised and budget estimates are provided for
upcoming years.
Outcome:
• Dashboard/Analytical data to better formulate Education policies and budgets.
7. Project Real Time Progress:
Client: MHRD
Details: The department of School Education & Literacy, MHRD envisioned improving
quality of school education by identifying and scaling promising innovations.
• Developed a CSR platform Shaala Saarthi to foster better coordination between NGOs,
state govts and CRS foundations.
• Provides complete tracking of multi level stakeholders activities within the same
 43

platform.
• Captures project progress at various levels and provides manageability and nationals.
Outcome:
• Improved availability of funds through CSR initiatives.
• Real time tracking of CSR projects.
• Alerts systems to tackle project bottlenecks and hence improve productivity.
8. Taking Health Services to Masses:
Client: Epilepsy Diagnosis & Treatment
Details: A user friendly mobile app that allows quick diagnosis of epilepsy and suggests
treatment for patients suffering from Epilepsy
• Faster outreach in vast population of developing countries
• Uses defined algorithm with server upload and analytics
• Easy to use with a fast turnaround
• Multilingual, Used by doctors in 7 countries
Outcome:
• Wider reach in towns and villages - without trained doctors.
• Disease management via healthcare workers, without hospitals/doctors Ideal for
developing nations such as India.
9. Public Participation in Governance:
Client: Environment Pollution Control Authority (EPCA)

Details:
• A public participation channel via mobile app that is used by citizens to report
environmental violations like unpaved roads and construction barriers.
• Built in collaboration with Environment Pollution Control Authority (EPCA).
• Allows instant upload of pictures and maintains a clear history of cases to be acted upon
by respective authorities.
Outcome:
• Citizen participation in improving environment.
• Precise reporting of environment protocols.
• Accountability with EPCA to monitor and control environmental damage.
 44

10. Use of Social Media in Governance:

Client: MHRD
Details: Shala Siddhi portal have been made at the national and state level for the purpose of
improving quality education for all the students across states.
Leveraged popular social media facebook, youtube, twitter for public participation,
promotion and engagement in program success.
• Information about News, Updates capture public responses about the program.
• Link twitter & facebook feeds on the portal for extensive media management.
• You-tube leverage- Public awareness videos encouraging schools attendance.
Outcome:
• Transparency in governance
• Involvement and participation by citizens
11. IT as Revenue Generator:
Client: State Museums, Lucknow
Details: Digital Navigator for visitors at govt sites-
Digital interactive platform to provide informative navigation of the historical or cultural site. Help
users to program their time and experience while visit.
• An app that creates user experience for people visiting the touring sites like State
Museums in UP.
• Plays informative videos on the different artifacts and relics related to the site.
• Floor-wise plan of the site/museum and related content depicted for providing digital
experience to the visitors.
Outcome:
• Improved visitor experience.
• Attraction among younger audiences.
• Mapped to global cultural experiences.
• Greater digital perception of State Department.
12. Integrating High Performance Diametric Technology Set Ups:
Client: AIRTEL
Details: A middleware platform integrated with Juniper/Cisco network and IBM billing
system.
 45

Manages broadband volume for subscribers:

• Its features include, data management, Plan upgrade, Pack upsell and customer
notification.
• Configurable package offering with option to offer packs based on parameters such as
user's DSL Plan Profile and Purchase History.
• Auto detects airtel employees to provide subsidized VAS content.
Outcome:
• Obtained Billing revenue worth 2.5 crores per month.
13. Securing Commercial Transactions On Highly Accuracy & Concurrency:
Client: Symantec
Details: A secure platform to accept Net banking and Debit cards, allowing Symantec to
exclusively retail its anti-virus software in India, through our system. Complying with PCI-
DSS industry standards.
• An affiliate fulfillment platform that enables various campaigns to run and integrate
with the third party systems and e-Payment gateway, as required.
• Interfacing with affiliate systems for validations, product keys transfer, MIS reporting,
etc.
Outcome:
• Higher conversion rates as compared to international portal for ePayment gateway.
• Affiliate programs are resulting into large sales with a potential of customers.
• On an average, about 6 affiliate programs running at any given time.
• Increase in renewals after the license period.
14. Managing Highly Demanding Supply Chain Set-Up With Vast Supplier Base & Pan India
Retail Operations:
Client: Fabindia ERP
Details:
• ERP solution integrates over 1.5 lakhs suppliers.
• Manages pan India 300+ retail outlets serving 10 million customers.
• 250,000 SKU inventories and optimizing stock levels at each location.
Outcomes:
• Organization grew by 50% YoY for 3 consecutive years.
 46

• Stock out events on Perennial Goods reduced by over 85%.

• Increase in average bill value by 26%.
2.10 Management Team:
• Amitabh Vira: Director and Chief Executive Officer:
Amitabh is an alumnus of the Michigan State University, USA. Professional experience
includes over 15 years in the Indian Advertising Industry, in brand management positions. As
an entrepreneur he has founded both NetProphets Pvt Ltd and Dragonfly Education Pvt. Ltd.
• Saurabh Rajpal: Director and Chief Technology Officer
Saurabh is an alumnus of the Institute of Management and Technology, Delhi NCR. As a
joint- founding partner, Saurabh brings a strong technical vision, product understanding and
the use of new age technologies for client applications and architecting enterprise solutions.
Saurabh is actively engaged in developing an AI and Machine Learning capacity within
NetProphets, with particular interest towards developing products for our client Fabindia.
• Ramesh Malhotra, Chief Operating Officer
Ramesh holds an Engineering degree from REC, Jaipur. He brings Delivery and Quality
Assurance capacities with over 20 years of varied experience in these areas of operation and
Client management with various IT organizations. Under his expertise in general
management, operations and client management, NP has grown into a consistent and reliable
solutions partner with minimum disruption of quality processes and delivery systems.
 47

Figure no.: 2.7 Level of Management Team

Level 4: Amitabh Vira(CEO)

Email: amitabh@[Link]
Contact: +91 9873455554

Level 3: Ramesh Malhotra

Email: [Link]@[Link]
Contact: +91 98111 83777

Level 2: Ashish Chauhan

Email: [Link]@[Link]
Contact: +91 92122 30524

Level 1: Developer
Email: nicsihelp@[Link]
Contact: 0120-4784999

Source: [Link]
Get in Touch:
We have one Development Center based in Delhi NCR which is at NETPROPHETS
CYBERWORKS PVT. LTD. - Technopolis, 6th Floor, C56A/12, Sector 62, Noida –
201301 Uttar Pradesh, India
• For all Government enquiries, alliances and partnerships:
Please contact ASHISH CHAUHAN
Mobile: +91 9212230524
Email:[Link]@[Link]
• For all Business, Technical enquiries, alliances and partnerships:
Please contact RAMESH MALHOTRA
Mobile: +91 98111-83777
Email: [Link]@[Link]
 48

Chapter - 3
Research
Methodology
 49

Research Methodology
A research methodology gives the answer to a number of questions related to what, when, why
and how the research has been carried out. The researcher has used a number of steps in studying
his research problem and to achieve the research objectives. This chapter will discuss the research
problem; objectives of the study; hypotheses; a detailed research methodology used to achieve the
set objectives; significance of the study; limitations of the study and organization of the study.
3.1 Problem Statement:
“To understand the Employer Strategies on Client Relationship Management at
Netprophets Cyberworks Pvt. Ltd.”
3.2 Research Objectives:
Following are the objectives of the study:
• To understand the Employer Strategies on Client Relationship Management at Netprophets
Cyberworks Pvt. Ltd.
• To provide recommendations and suggestions for effective implementation of Cient
Relation Management Strategies.
3.3 Formulation and Testing Research Hypotheses:
The Research Instrument (questionnaire) comprises of 17 key research statements eliciting
critical information from the respondents (apart from relevant demographic information
having a bearing on their psychographic attitudes, interests and opinions) and will be used test
the hypothesis and inferences will be made accordingly.
3.4 Research Design and Sampling Plan:
The present research being exploratory cum descriptive in nature, primary data will be
collected from a sample of 80 respondents who were hired by the company through external
methods and using judgmental sampling technique through a structured questionnaire. A 5-
interval likert scale from Strongly Disagree (measuring 1) to Strongly Agree (measuring 5)
will be employed to measure the demographics of respondents. Secondary data will be
collected from diverse offline and online national/international research publications.
The Research Instrument (Questionnaire) will be finalized after conducting Pilot study and
obtaining valuable feedback and suggestions.
3.5 Research Tools:
 50

Analysis of data will be done using various descriptive and inferential statistical tools like
Percentage, Arithmetic Mean, Standard Deviation, T-test and other as per the situation required.
For hypothesis testing and analyzing significant difference, SPSS software will be applied. We
used various tools like mean, standard deviation, degree of freedom, t-test, etc.
3.6 Organization of the Study:
Chapter 1: Overview of Netprophets Cyberworks Pvt. Ltd.
Introduction to industry, business service, company capabilities, platforms using by company.
what company brings, company projects, empanelments, etc.
Chapter 2: Introduction
Overview of the CRM, its purpose, importance, Types of CRM, Stages of CRM, CRM Cycle,
Benefits of CRM, Tips For Client Relations, Relationship Marketing, its purpose, benefits of
Relation Marketing.
Chapter 3: Research Methodology
Research objectives, formulation and testing research hypothesis, research design and sampling
plan, research tools.
Chapter 4: Data Analysis and Interpretation
Chapter 5: Findings
Chapter 6: Recommendations & Suggestion
 51

Chapter - 4
Data Reduction ,
Presentation &
Analysis
 52

Data Reduction, Presentation & Analysis

This chapter is formed by using various statistical tools, which were implemented over data
collected. Through these statistical tools’ analysis, various inferences will be made and findings
and suggestions and recommendations will be produced for betterment of organizations and
industry.
4.1 Descriptive Situation:
Table No. 4.1- Gender
Gender Frequency Percent
Male 44 55.00
Female 36 45.00
Other 00 00.00
Total 80 100.00
Source: Survey
Above table no. 4.1 explain about the gender of the respondents who responded successfully in
the research survey duration. According to the table, there are 55 percent respondents who were
Male, 45 percent were Female and 0 percent respondents were Other.
Table No. 4.2 – Age
Age (In Year) Frequency Percent
Upto 20> 12 15.00
20≤30 20 25.00
>30 ≤ 40 28 35.00
>40≤50 12 15.00
50≥ above 8 10.00
Total 80 100.00
Source: Survey
Above table no. 4.2 explain about the age of the number of respondents who responded successfully
in the research survey duration. According to the table, there are 15 percent respondents who belongs to
upto 20> age group, 25 percent respondent’s belong to 20≤30 age group, 35 percent respondent’s
belong to >30 ≤ 40 age group, 15 percent respondent’s belong to >40≤50 age group and 10 percent
respondents belong to 50≥ above age group.
 53

Table No. 4.3 – Education

Education Frequency Percent
Under Graduate 12 15.00
Graduate 38 47.50
Post Graduate 30 37.50
Total 80 100.00
Source: Survey
Above table no. 4.3 explain about the education details of the number of respondents who have
submitted their responses successfully in the research survey duration. Table explained that there
are 15.00 percent respondents who were Under Graduate, 47.50 percent respondents were
Graduate and 37.50 percent respondents were Post Graduate.

Table No. 4.4 – Marital Status

Marital Status Frequency Percent
Married 46 57.50
Unmarried 34 42.50
Total 80 100.00
Source: Survey
Above table no 4.4 explain about the marital status of the number of respondents who have
submitted their responses successfully in the research survey duration. According to the table,
57.50 percent of respondents were married where as 42.50 percent of respondents were unmarried.
 54

Table No. 4.5

Research Statements Mean S.D

The social media platform is easier to share information with Public 3.70 1.06
The attractive design of post helpful in client attraction 3.56 0.86
The Creativity and quality content provide information use to create an 3.55 0.95
positive image
The Right marketing practices can attract more clients 3.70 0.71

The Client feedback developing positive phase for potential client and 3.85 0.85
helps to attract them
The maintaining Social image in the market helping to attract clients 3.65 0.99

The Cost of your service plays a vital role into leads conversion 3.80 1.15

The Patience listening of existing clients helps into conversion of 4.10 0.70
potential leads into future client
The adopted problem solving mechanism as per client’s desire, makes 3.92 0.67
the clients to choose you for the project
Fair competitive policy giving client trust to retain for longer period. 3.75 0.93

The Organisation is actively looking for settlement of client’s problems 3.80 0.86
to provide them satisfaction
The company should try to maintain good relationship with the client 3.45 0.95
for things other than work.
Being in contact with the clients at regular interval helps to maintain 3.75 0.97
good relations
Policy of openness while sharing opinions helps to build more trust. 3.75 0.83

By growing the relationship with clients helps to achieve more 3.46 0.65
opportunities.
New sources should be used at regular interval to attract new clients. 3.60 0.92
 55

Overselling and promising unrealistic results leads to stoppage of 3.62 0.80

growth of relationship with clients.
Source: Survey
The above table no. 4.5 provides a brief overview regarding the mean and standard
deviation value of respondent statement with respect to research statements.
Research Hypothesis:
H01: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding The social media platform is easier to
share information with Public.
Below table no. 4.6 (A) states that 0 percent respondents are strongly disagreed, 15 percent
respondents are disagreed, 30 percent respondents are neutral, 25 percent respondents are agreed
whereas only 30 percent respondents are strongly agreed with respective to research statement i.e.
The social media platform is easier to share information with Public.
Table 4.6 (A) Descriptive Statistics of Research Statement - The social media platform is
easier to share information with Public
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 12 15.00
Neutral 24 30.00
Agree 20 25.00
Strongly agree 24 30.00
Total 80 100.00
Source: Survey

Table No. 4.6 (B) - Levene’s Test for Equality of variances

F Sig. T Df Sig. (2-
tailed)
The social media Equal variances .000 1.000 .000 78 1.000
platform is easier to assumed
share information Equal variances not .000 32.135 1.000
with Public assumed
Source: Survey
 56

Above Table No.4.6 (B) explains about the results of H01, which shows that result value of
T-test p>1.000 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is
no significant difference in respondent’s opinion (across Gender) regarding The social media
platform is easier to share information with Public.
H02: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding the attractive design of post helpful in
client attraction.
Below table no. 4.7 (A) states that 0 percent respondents are strongly disagreed, 11.25
percent respondents are disagreed, 35 percent respondents are neutral, 40 percent respondents are
agreed whereas only 13.75 percent respondents are strongly agreed with respective to research
statement i.e. The attractive design of post helpful in client attraction.
Table 4.7 (A) Descriptive Statistics Of Research Statement - The attractive design of post
helpful in client attraction
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 09 11.25
Neutral 28 35.00
Agree 32 40.00
Strongly agree 11 13.75
Total 80 100.00
Source: Survey

Table No. 4.7 (B) - Levene’s Test for Equality of variances

F Sig. T Df Sig. (2-
tailed)
The attractive design Equal variances .003 0.954 .221 78 0.825
of post helpful in assumed
client attraction Equal variances not .220 32.272 0.827
assumed
Source: Survey
 57

Table No.4.7 (B) explains about the results of H02, which shows that result value of T-test p>0.827
which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no significant
difference in respondent’s opinion (across Gender) regarding The attractive design of post helpful
in client attraction.
H03: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding the creativity and quality content provide
information use to create an positive image.
Below table no. 4.8 (A) states that 0 percent respondents are strongly disagreed, 12 percent
respondents are disagreed, 40 percent respondents are neutral, 27 percent respondents are agreed
whereas only 20 percent respondents are strongly agreed with respective to research statement i.e.
The creativity and quality content provide information use to create an positive image.

Table 4.8 (A) Descriptive Statistics of Research Statement - The creativity and quality
content provide information use to create an positive image
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 10 12.50
Neutral 32 40.00
Agree 22 27.50
Strongly agree 16 20.00
Total 80 100.00
Source: Survey
 58

Table No. 4.8 (B) - Levene’s Test for Equality of variances

F Sig. T Df Sig. (2-
tailed)
The creativity and Equal variances 4.050 0.048 .000 78 1.000
quality content assumed
provide information Equal variances not .000 27.077 1.000
use to create an assumed
positive image
Source: Survey
Table No.4.8 (B) explains about the results of H03, which shows that result value of T-test
p>1.000 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding The creativity and quality
content provide information use to create an positive image.
H04: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding the right marketing practices can attract
more clients.
Below table no. 4.9 (A) states that 0 percent respondents are strongly disagreed, 05 percent
respondents are disagreed, 30 percent respondents are neutral, 55 percent respondents are agreed
whereas only 10 percent respondents are strongly agreed with respective to research statement i.e.
The Right marketing practices can attract more clients.
Table 4.9 (A) Descriptive Statistics Of Research Statement - The Right marketing
practices can attract more clients
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 04 05.00
Neutral 24 30.00
Agree 44 55.00
Strongly agree 08 10.00
Total 80 100.00
Source: Survey
 59

Table No. 4.9 (B) - Levene’s Test for Equality of variances

F Sig. T Df Sig. (2-
tailed)
The Right marketing Equal variances .000 1.000 .000 78 1.000
practices can attract assumed
more clients Equal variances not .000 32.135 1.000
assumed
Source: Survey
Table No.4.9 (B) explains about the results of H04, which shows that result value of T-test
p>1.000 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding The Right marketing
practices can attract more clients.
H05: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding the client feedback developing positive
phase for potential client and helps to attract them.
Below table no. 4.10 (A) states that 0 percent respondents are strongly disagreed, 05
percent respondents are disagreed, 30 percent respondents are neutral, 40 percent respondents are
agreed whereas only 25 percent respondents are strongly agreed with respective to research
statement i.e The client feedback developing positive phase for potential client and helps to attract
them.

Table 4.10 (A) Descriptive Statistics Of Research Statement - The client feedback
developing positive phase for potential client and helps to attract them
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 04 05.00
Neutral 24 30.00
Agree 32 40.00
Strongly agree 20 25.00
Total 80 100.00
Source: Survey
 60

Table No. 4.10 (B) - Levene’s Test for Equality of variances

F Sig. T Df Sig. (2-
tailed)
The Client feedback Equal variances .302 0.584 0.299 78 0.766
developing positive assumed
phase for potential Equal variances not 0.302 33.096 0.765
client and helps to assumed
attract them
Source: Survey
Table No.4.10 (B) explains about the results of H05, which shows that result value of T-test
p>0.765 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding The client feedback
developing positive phase for potential client and helps to attract them.
H06: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding the maintaining Social image in the market
helping to attract clients.
Below table no. 4.11 (A) states that 0 percent respondents are strongly disagreed, 17
percent respondents are disagreed, 20 percent respondents are neutral, 42.50 percent respondents
are agreed whereas only 20 percent respondents are strongly agreed with respective to research
statement i.e. The maintaining Social image in the market helping to attract clients.

Table 4.11 (A) Descriptive Statistics Of Research Statement - The maintaining Social
image in the market helping to attract clients
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 14 17.50
Neutral 16 20.00
Agree 34 42.50
Strongly agree 16 20.00
Total 80 100.00
Source: Survey
 61

Table No. 4.11 (B) - Levene’s Test for Equality of variances

F Sig. T Df Sig. (2-
tailed)
The maintaining Social Equal variances 0.177 0.675 -0.258 78 0.797
image in the market assumed
helping to attract clients Equal variances not -0.258 31.032 0.804
assumed

Source: Survey
Table No.4.11 (B) explains about the results of H06, which shows that result value of T-test
p>0.804 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding The maintaining Social
image in the market helping to attract clients.
H07: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding the cost of your service plays a vital role
into leads conversion.
Below table no. 4.12 (A) states that 0 percent respondents are strongly disagreed, 22.50
percent respondents are disagreed, 10 percent respondents are neutral, 32.50 percent respondents
are agreed whereas only 35 percent respondents are strongly agreed with respective to research
statement i.e. The Cost of your service plays a vital role into leads conversion.

Table 4.12 (A) Descriptive Statistics Of Research Statement - The Cost of your service
plays a vital role into leads conversion
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 18 22.50
Neutral 08 10.00
Agree 26 32.50
Strongly agree 28 35.00
Total 80 100.00
Source: Survey
 62

Table No. 4.12 (B) - Levene’s Test for Equality of variances

F Sig. T Df Sig. (2-
tailed)
The Cost of your Equal variances 2.509 0.117 0.670 78 0.505
service plays a vital assumed
role into leads Equal variances not 0.713 36.526 0.480
conversion assumed
Source: Survey
Table No.4.12 (B) explains about the results of H07, which shows that result value of T-test
p>0.480 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding The Cost of your service
plays a vital role into leads conversion.
H08: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding The Patience listening of existing clients
helps into conversion of potential leads into future client.
Below table no. 4.13 (A) states that 0 percent respondents are strongly disagreed, 0 percent
respondents are disagreed, 20 percent respondents are neutral, 50 percent respondents are agreed
whereas only 30 percent respondents are strongly agreed with respective to research statement i.e.
The Patience listening of existing clients helps into conversion of potential leads into future client.

Table 4.13 (A) Descriptive Statistics Of Research Statement - The Patience listening of
existing clients helps into conversion of potential leads into future client
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 00 00.00
Neutral 16 20.00
Agree 40 50.00
Strongly agree 24 30.00
Total 80 100.00
Source: Survey

Table No. 4.13 (B) - Levene’s Test for Equality of variances

 63

F Sig. T Df Sig. (2-

tailed)
The Patience listening Equal variances 0.000 1.000 0.000 78 1.000
of existing clients helps assumed
into conversion of Equal variances not 0.000 32.135 1.000
potential leads into assumed
future client
Source: Survey
Table No.4.13 (B) explains about the results of H08, which shows that result value of T-test
p>1.000 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding The Patience listening of
existing clients helps into conversion of potential leads into future client.
H09: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding the adopted problem solving mechanism
as per client’s desire, makes the clients to choose you for the project.
Below table no. 4.14 (A) states that 0 percent respondents are strongly disagreed, 03 .75
percent respondents are disagreed, 15 percent respondents are neutral, 66.25 percent respondents
are agreed whereas only 15 percent respondents are strongly agreed with respective to research
statement i.e. The adopted problem solving mechanism as per client’s desire, makes the clients to
choose you for the project.
Table 4.14 (A) Descriptive Statistics Of Research Statement - The adopted problem
solving mechanism as per client’s desire, makes the clients to choose you for the project
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 03 03.75
Neutral 12 15.00
Agree 53 66.25
Strongly agree 12 15.00
Total 80 100.00
Source: Survey

Table No. 4.14 (B) - Levene’s Test for Equality of variances

 64

F Sig. T Df Sig. (2-

tailed)
The adopted problem Equal variances 3.736 0.068 -0.962 78 0.339
solving mechanism as per assumed
client’s desire, makes the Equal variances -0.824 26.115 0.418
clients to choose you for not assumed
the project
Source: Survey
Table No.4.14 (B) explains about the results of H09, which shows that result value of T-test
p>0.418 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding The adopted problem
solving mechanism as per client’s desire, makes the clients to choose you for the project.
H10: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding Fair competitive policy giving client trust
to retain for longer period.
Above table no. 4.15 (A) states that 0 percent respondents are strongly disagreed, 16.25
percent respondents are disagreed, 25 percent respondents are neutral, 43.75 percent respondents
are agreed whereas only 15 percent respondents are strongly agreed with respective to research
statement i.e Fair competitive policy giving client trust to retain for longer period.

Table 4.15 (A) Descriptive Statistics Of Research Statement - Fair competitive policy
giving client trust to retain for longer period.
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 13 16.25
Neutral 20 25.00
Agree 35 43.75
Strongly agree 12 15.00
Total 80 100.00
Source: Survey

Table No. 4.15 (B) - Levene’s Test for Equality of variances

 65

F Sig. T Df Sig. (2-

tailed)
Fair competitive Equal variances 0.051 0.822 0.411 78 0.682
policy giving client assumed
trust to retain for Equal variances not 0.398 30.964 0.693
longer period assumed
Source: Survey
Table No.4.15 (B) explains about the results of H10, which shows that result value of T-test
p>0.693 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding Fair competitive policy
giving client trust to retain for longer period.
H11: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding The Organization is actively looking for
settlement of client’s problems to provide them satisfaction.
Below table no. 4.16 (A) states that 0 percent respondents are strongly disagreed, 06.25
percent respondents are disagreed, 30 percent respondents are neutral, 41.25 percent respondents
are agreed whereas only 22.50 percent respondents are strongly agreed with respective to research
statement i.e. The Organization is actively looking for settlement of client’s problems to provide
them satisfaction.

Table 4.16 (A) Descriptive Statistics Of Research Statement - The Organization is

actively looking for settlement of client’s problems to provide them satisfaction
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 05 06.25
Neutral 24 30.00
Agree 33 41.25
Strongly agree 18 22.50
Total 80 100.00
Source: Survey

Table No. 4.16 (B) - Levene’s Test for Equality of variances

 66

F Sig. T Df Sig. (2-

tailed)
The Organization is Equal variances 0.222 0.639 0.000 78 1.000
actively looking for assumed
settlement of client’s Equal variances not 0.000 34.190 1.000
problems to provide assumed
them satisfaction
Source: Survey
Table No.4.16 (B) explains about the results of H11, which shows that result value of T-test
p>1.000 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding The Organization is
actively looking for settlement of client’s problems to provide them satisfaction.
H12: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding the company should try to maintain good
relationship with the client for things other than work.
Below table no. 4.17 (A) states that 0 percent respondents are strongly disagreed, 17.50
percent respondents are disagreed, 35 percent respondents are neutral, 32.50 percent respondents
are agreed whereas only 15 percent respondents are strongly agreed with respective to research
statement i.e. The company should try to maintain good relationship with the client for things other
than work.
Table 4.17 (A) Descriptive Statistics Of Research Statement - The company should try to
maintain good relationship with the client for things other than work.
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 14 17.50
Neutral 28 35.00
Agree 26 32.50
Strongly agree 12 15.00
Total 80 100.00
Source: Survey

Table No. 4.17 (B) - Levene’s Test for Equality of variances

 67

F Sig. T Df Sig. (2-

tailed)
The company should try Equal variances 0.327 0.569 1.928 78 0.057
to maintain good assumed
relationship with the Equal variances not 1.989 34.435 0.055
client for things other assumed
than work
Source: Survey
Table No.4.17 (B) explains about the results of H12, which shows that result value of T-test
p>0.055 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding The company should try
to maintain good relationship with the client for things other than work.
H13: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding Being in contact with the clients at regular
interval helps to maintain good relations.
Below table no. 4.18 (A) states that 0 percent respondents are strongly disagreed, 17.50
percent respondents are disagreed, 10 percent respondents are neutral, 52.50 percent respondents
are agreed whereas only 20 percent respondents are strongly agreed with respective to research
statement i.e. Being in contact with the clients at regular interval helps to maintain good relations.
Table 4.18 (A) Descriptive Statistics Of Research Statement - Being in contact with the
clients at regular interval helps to maintain good relations.
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 14 17.50
Neutral 08 10.00
Agree 42 52.50
Strongly agree 16 20.00
Total 80 100.00
Source: Survey

Table No. 4.18 (B) - Levene’s Test for Equality of variances

 68

F Sig. T Df Sig. (2-

tailed)
Being in contact with Equal variances 2.847 0.096 0.793 78 0.430
the clients at regular assumed
interval helps to Equal variances not 0.865 38.388 0.392
maintain good assumed
relations
Source: Survey
Table No.4.18 (B) explains about the results of H13, which shows that result value of T-test
p>0.392 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding Being in contact with the
clients at regular interval helps to maintain good relations.
H14: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding policy of openness while sharing opinions
helps to build more trust.
Below table no. 4.19 (A) states that 0 percent respondents are strongly disagreed, 18.75
percent respondents are disagreed, 31.25 percent respondents are neutral, 43.75 percent
respondents are agreed whereas only 18.75 percent respondents are strongly agreed with respective
to research statement i.e. Policy of openness while sharing opinions helps to build more trust.
Table 4.19 (A) Descriptive Statistics Of Research Statement - Policy of openness while
sharing opinions helps to build more trust
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 15 18.75
Neutral 25 31.25
Agree 35 43.75
Strongly agree 15 18.75
Total 80 100.00
Source: Survey

Table No. 4.19 (B) - Levene’s Test for Equality of variances

 69

F Sig. T Df Sig.
(2-
tailed
)
Policy of openness while Equal variances 0.531 0.469 -0.616 78 0.53
sharing opinions helps to assumed 9
build more trust Equal variances not -0.665 37.484 0.51
assumed 0
Source: Survey
Table No.4.19 (B) explains about the results of H14, which shows that result value of T-test
p>0.510 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding Policy of openness while
sharing opinions helps to build more trust.
H15: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding by growing the relationship with clients
helps to achieve more opportunities.
Below table no. 4.20 (A) states that 0 percent respondents are strongly disagreed, 03.75
percent respondents are disagreed, 51.25 percent respondents are neutral, 40 percent respondents
are agreed whereas only 05 percent respondents are strongly agreed with respective to research
statement i.e. By growing the relationship with clients helps to achieve more opportunities.

Table 4.20 (A) Descriptive Statistics Of Research Statement - By growing the

relationship with clients helps to achieve more opportunities
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 03 03.75
Neutral 04 05.25
Agree 32 40.00
Strongly agree 41 51.00
Total 80 100.00
Source: Survey
 70

Table No. 4.20 (B) - Levene’s Test for Equality of variances

F Sig. T Df Sig.
(2-
tailed
)
By growing the Equal variances 0.040 0.842 -0.098 78 0.92
relationship with clients assumed 2
helps to achieve more Equal variances not -0.095 31.165 0.92
opportunities assumed 5
Source: Survey
Table No.4.20 (B) explains about the results of H15, which shows that result value of T-test
p>0.925 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding By growing the
relationship with clients helps to achieve more opportunities.
H16: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding new sources should be used at regular
interval to attract new clients.
Below table no. 4.21 (A) states that 0 percent respondents are strongly disagreed, 15
percent respondents are disagreed, 25 percent respondents are neutral, 45 percent respondents are
agreed whereas only 15 percent respondents are strongly agreed with respective to research
statement i.e. New sources should be used at regular interval to attract new clients.
Table 4.21 (A) Descriptive Statistics Of Research Statement - New sources should be used
at regular interval to attract new clients
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 12 15.00
Neutral 20 25.00
Agree 36 45.00
Strongly agree 12 15.00
Total 80 100.00
Source: Survey
 71

Table No. 4.21 (B) - Levene’s Test for Equality of variances

F Sig. T Df Sig. (2-
tailed)
New sources should be Equal variances 0.604 0.440 -0.557 78 0.579
used at regular interval to assumed
attract new clients Equal variances not -0.529 29.9 0.601
assumed 76
Source: Survey
Table No.4.21 (B) explains about the results of H16, which shows that result value of T-test
p>0.601 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding New sources should be
used at regular interval to attract new clients.
H17: There is no significance difference in respondent’s opinion (across various
demographic/descriptive variable categories) regarding overselling and promising unrealistic
results leads to stoppage of growth of relationship with clients.
Below table no. 4.22 (A) states that 0 percent respondents are strongly disagreed, 07.50
percent respondents are disagreed, 35 percent respondents are neutral, 45 percent respondents are
agreed whereas only 12.50 percent respondents are strongly agreed with respective to research
statement i.e. Overselling and promising unrealistic results leads to stoppage of growth of
relationship with clients.
Table 4.22 (A) Descriptive Statistics Of Research Statement - Overselling and promising
unrealistic results leads to stoppage of growth of relationship with clients
Responses Frequency Percent
Strongly Disagree 00 00.00
Disagree 06 07.50
Neutral 28 35.00
Agree 36 45.00
Strongly agree 10 12.50
Total 80 100.00
Source: Survey

Table No. 4.22 (B) - Levene’s Test for Equality of variances

 72

F Sig. T Df Sig.
(2-
tailed
)
Overselling and Equal variances 0.537 0.466 -0.160 78 0.873
promising unrealistic assumed
results leads to stoppage Equal variances not -0.150 29.548 0.881
of growth of relationship assumed
with clients
Source: Survey
Table No.4.22 (B) explains about the results of H17, which shows that result value of T-test
p>1.000 which is greater than 0.05 value of p, so the null hypothesis is accepted as there is no
significant difference in respondent’s opinion (across Gender) regarding Overselling and
promising unrealistic results leads to stoppage of growth of relationship with clients.
 73

Chapter - 5
Data Interpretation &
Findings
 74

Data Interpretation &Findings

1. Finding of research statement, “The social media platform is easier to share information
with public”, says that 25.00 percent respondents were agreed, whereas 30.00 percent were
strongly agreed so H01 was accepted as p value was greater than 0.05.
2. Finding of research statement, “The attractive design of post helpful in Client Relations”,
says that 40.00 percent respondents were agreed, whereas 13.75 percent were strongly agreed so
H02 was accepted as p value was greater than 0.05.
3. Finding of research statement, “The creativity and quality content provide information use
to create a positive image”, says that 27.50 percent respondents were agreed, whereas 20.00
percent were strongly agreed so H03 was accepted as p value was greater than 0.05.
4. Finding of research statement, “The right marketing practices can attract more client”, says
that 55.00 percent respondents were agreed, whereas 10.00 percent were strongly agreed so H04
was accepted as p value was greater than 0.05.
5. Finding of research statement, “The client feedback developing positive phase for potential
clients and helps to attract them”, says that 40.00 percent respondents were agreed, whereas 25.00
percent were strongly agreed so H05 was accepted as p value was greater than 0.05.
6. Finding of research statement, “The maintaining social image in market helping to attract
clients”, says that 42.50 percent respondents were agreed, whereas 20.00 percent were strongly
agreed so H06 was accepted as p value was greater than 0.05.
7. Finding of research statement, “The cost of your service plays a vital role in lead
conversion”, says that 32.50 percent respondents were agreed, whereas 35.00 percent were
strongly agreed so H07 was accepted as p value was greater than 0.05.
8. Finding of research statement, “The patience listening of existing clients helps into
conversion of potential leads into future clients”, says that 50.00 percent respondents were agreed,
whereas 30.00 percent were strongly agreed so H08 was accepted as p value was greater than 0.05.
9. Finding of research statement, “The adopted problem solving mechanism as per client's
desire, makes the clients to chose for your project”, says that 66.25 percent respondents were
agreed, whereas 15.00 percent were strongly agreed so H09 was accepted because p value was
greater than 0.05.
 75

10. Finding of research statement, “Fair competitive policy giving clients trust to retain for
longer period”, says that 43.75 percent respondents were agreed, whereas 12.00 percent were
strongly agreed so H10 was accepted as p value was greater than 0.05.
11. Finding of research statement, “The organization is actively looking for settlement of
client's problem to provide them satisfaction”, says that 41.25 percent respondents were agreed,
whereas 22.50 percent were strongly agreed so H11 was accepted as p value was greater than 0.05.
12. Finding of research statement, “The company should try to maintain good relationship with
the client for things other than work”, says that 32.50 percent respondents were agreed, whereas
15.00 percent were strongly agreed so H12 was accepted as p value was greater than 0.05.
13. Finding of research statement, “Being in contact with the clients at regular interval helps
to maintain good relations”, says that 52.50 percent respondents were agreed, whereas 20.00
percent were strongly agreed so H13 was accepted as p value was greater than 0.05.
14. Finding of research statement, “Policy of openness while sharing opinions helps to build
more trust”, says that 43.75 percent respondents were agreed, whereas 18.75 percent were
strongly agreed so H14 was accepted as p value was greater than 0.05.
15. Finding of research statement, “By growing the relationships with clients helps to achieve
more clients”, says that 40.00 percent respondents were agreed, whereas 51.25 percent were
strongly agreed so H15 was accepted as p value was greater than 0.05.
16. Finding of research statement, “New source should be used at regular interval to attract
new clients”, says that 45.00 percent respondents were agreed, whereas 15.00 percent were
strongly agreed so H16 was accepted as p value was greater than 0.05.
17. Finding of research statement, “Overselling and promising unrealistic result leads to
stoppage of growth of relationship with clients”, says that 45.00 percent respondents were agreed,
whereas 12.50 percent were strongly agreed so H17 was accepted as p value was greater than 0.05.
 76

Chapter - 6
Summary &
Conclusion
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Summary & Conclusion

1. There should be more and more emphasis given by the company for satisfying the customer
up to an apex limit and by providing the utility of every penny of his money.
2. There should be more use of information technology.
3. The company should be flexible to bend its rules and procedures in the clients favor.
4. The company can communicate and develop strong bonding by providing social and
financial benefits.
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References
 79

References
1. [Link]
management/client-relationships
2. [Link]
relationship-management-project-
report/customer_relationship_management_project_report_mba.htm
3. [Link]
4. [Link]
5. [Link]
6. [Link]
7. [Link]
8. [Link]
9. [Link]
10. [Link]
11. [Link]
12. [Link]
13. [Link]
14. [Link]
15. [Link]
 80

Appendix - I
 81

Appendix - I
Questionnaire - I
The purpose of this questionnaire is to study an employer strategies on client relationship
management at Netprophets Cyberworks Pvt. Ltd. The management scholars request the
respondents to be truthful, honest and unbiased in all their responses. The Scholar assures you
about your privacy and it is the foremost important and promise that it won’t reveal at any
stage and at any cost.
Name: ……………
Department: ………………… Designation: …………………

Age (in years): Upto 20> 20 ≤30 >30≤40

>40≤50 50 ≥ above

Gender: Male Female Transgender

Education: Under Graduate Graduate Post Graduate

Marital Status: Married Unmarried

Please fill in the following particulars (Tick whichever applicable)
Please answer the following questions on a scale of 1-5, where 1- Strongly Disagree, 2- Disagree, 3- Neutral, 4- Agree and 5- Strongly Agree

S No. Research Statements 1 2 3 4 5

1 The social media platform is easier to share information with Public

2 The attractive design of post helpful in client attraction
3 The Creativity and quality content provide information use to create an
positive image
4 The Right marketing practices can attract more clients
5 The Client feedback developing positive phase for potential client and
helps to attract them
6 The maintaining Social image in the market helping to attract clients

7 The Cost of your service plays a vital role into leads conversion
8 The Patience listening of existing clients helps into conversion of
potential leads into future client
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9 The adopted problem solving mechanism as per client’s desire, makes

the clients to choose you for the project
10 Fair competitive policy giving client trust to retain for longer period.
11 The Organization is actively looking for settlement of client’s
problems to provide them satisfaction
12 The company should try to maintain good relationship with the client
for things other than work.
13 Being in contact with the clients at regular interval helps to maintain
good relations.
14 Policy of openness while sharing opinions helps to build more trust.
15 By growing the relationship with clients helps to achieve more
opportunities.
16 New sources should be used at regular interval to attract new clients.
17 Overselling and promising unrealistic results leads to stoppage of
growth of relationship with clients.