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1.

INTRODUCTION
1.1 Nature Of The Project:
CRM can be considered as a way or strategy use to study more about clients wants and
behaviours in order to manage and develop stronger relationships in an organized way with them.

1.2 OBJECTIVES OF THE PROJECT

Understanding the distinctive purchasing conduct of customers.


To discover the extent of print media in the in market.
To find out the quality of service rendered by a company.
To find most preferred magazines of outlook.
To find out what is the thinking of the customers about the magazines.

1.3 COMPANYS PROFILE


Outlook is one of the famous magazines in India. It is come under top 4 selling magazines of
India. In Oct. 1995, Hathaway Savings Pvt Ltd. has entered into a print media by launching
Outlook magazine under the head of Editor-in-chief Mr. Vinod Mehta. Outlook, a weekly news
magazine quickly fixed a place for himself among the customers/booklovers who worth in its
difficulty, analytical reportage as well as its fashionable graphic arrangement.
Mr. Vinod Mehta (who was Editor-in-chief) would continue to serve as an advisor after
retirement in 2008. The new editor in chief Mr.krishna Prasad publishes their column
churumuri in the magazine.
Outlook publish some inspective reports like kargil bundle and match fixative controversy,
recently the magazine publish the controversial interview of Shahrukh Khan.
Today, Outlook is the preferred magazine of 2.5 million readers in India and sells more than
13million copies over the year.
The Rajan Raheja Assembly is a blow-out world-wide which has benefits in segments such as
construction ingredients (through Prism Cement, H&R Johnson (India) and RMC Ready-mix
(India)), motor and developed sequence (Exide Industries), linkage T.V. (Hathway Cable &
Datacom and Asianet Satellite Communications), currency related organisations (in additional
safety and organization through joint ventures with ING), printing (OUTLOOK group), trade

(Globus, H&R Johnson (India) TBK, Food world and Wellbeing & Glow), land development,
program plan, petrochemicals and hostels.

1.4ACHIEVEMENTS
The organization is a pleased beneficiary of National Tourism Award in 2001-2002, given by the
Department of Tourism, Government of India.
The Government of India has likewise perceived Outlook Traveller Getaways as the Best Travel
Publication in the year 2002-2003.

1.5 COMPONENTS
1. Contact an Account Management:
Necessary information is captured from imminent clients. CRM framework stores information in
like manner client campaign administration. By dissecting client and business esteem database.
The database integrates customer account information and presents it in desirable format to the
organization. The information is utilized for deals, promoting, administrations and other
applications.
2. Sales:
SCRM also provide the history of customer account so that the sales call can be scheduled
accordingly.
3. Marketing and fulfillment:
CRM helps the experts in item promoting, target advertising, relationship showcasing and fight
organization. By dissecting customer and business regard of direct advertising be assessed. CRM
furthermore helps in customer support, conduct expectation, channel progression,
personalization.
4. Customer Service and support:
CRM framework furnishes administration delegates with satisfactory access to customer
database. It also serves to make, dispense and direct the administration asks for by clients.
5. Retention and loyalty programs:
The essential goal of CRM is to improve and upgrade client preservation and commitment. CRM
systems are moreover important in choosing most steadfast and gainful clients and prize

1.6 MARKETING STRATEGIES ADOPTED


1. Mass measured sales methods (Publicity).
Pull Blend.
2. Face to face private selling (Salesman liner).
Push Blend.
1. A Pull Blend is one in which form nonexclusive, arrangements tries are assumed the best
highlight. The reason for control groupings to pre-offer to the last purchasers with the goal that
they demand the item at the retail level of delivery.
The firm acceptance this system would spend more on spreading and deals progression instead of
in distinct contribution.
2. A Push Blend emphasises individual advertising. Usually firms accepting this agenda make
an in number agreements power at together the merchant and the merchant equal; this scheme
would have a propensity to push the item done the channel of spreading.

Promotion and Selling


The term advancement is all the time utilized as an equal word for offering. In any case, offering
is a fine term which includes just exchange of title or individual offering. Advancement then
again is more extensive in its viewpoint and incorporates a mixture of exercises utilized at last
for expanding deals volume. Advancement now mean the general co-appointment of promoting
offering, attention other than advertising. Advancement is a helping capacity intended to make all
other advertising movements more successful and proficient.

Objective of Sales Promotion

To rise sales straight by promotion through media.


To invite new consumer.
To face the rivalry effectively.
To help salesman in selling more to the retailers and consumers.
Generally speaking sales promotion involves translation the following services:o Facilities to dealers.
o Services to personal salesman.
o Special publicity.

2. REVIEW OF LITERATURE

It is a study by Jana URDZIKOVA, Martina JAKABOVA, Sebastian SANIUK and The


objective of the article is to speak to the discoveries of the examination on accentuation
of the client in connection to the utilization of client relationship administration in chose
business subjects of Slovakia. The central objective of the search is the diagraming of
current position to guarantee the standard of customer introduction other than applying of
CRM in associations and modern ventures in Slovakia. This is the mapping of the present
context of that challenges in the circumstances and decides conceivable open doors for
improvement.

It is a study by Rebecca J. Lingley Larson for Client Relationship Management is no yet


considered a business pattern, yet an industry standard that is obliged to secure and keep
up focused benefits. CRM, when accurately and successfully used, brings about expanded
productivity and more noteworthy client resoluteness, two key components for any
association. This paper will address the fate of CRM, and will bolster suppositions for
future CRM quality taking into account viable cases of current achievement. The web can
be viably used for CRM, and one organization that is a delineation of client devotion is
Harrah's Casino. Besides, multi-channel methodologies are vital for future CRM
accomplishment, as demonstrated by Amazon.com, who has added to a fruitful
relationship promoting project.

It is study by Atul Parvatiyar & Jagdish N. Sheth of Client relationship administration


(CRM) has done again picked up conspicuousness amongst scholastics and professionals.
Nonetheless, there is a huge measure of perplexity for its area and significance. In this
paper, the creators findout the intended formations of CRM by looking at the writing on
relationship promoting and different controls that assistance to the learning of CRM. A
CRM process structure is optional that expands on other relationship improvement
procedure models. CRM implementation challenges and additionally CRM's capability to
turn into an unmistakable order of helping are likewise examined in this paper.

It is a study by Injazz J. Chen AND Karen Popovich for Consumer association


administration is a blender of persons, events and innovation that see to realize an
organization's clients. It is an mutual way to deal with management influences by
attentive on client protection and connection expansion. CRM has advanced from hightech in data innovation and ranked changes in clientcentric developments. Organizations

that successfully represent CRM will the flagships in client reliability and long run
gainfulness. On the further needle, rich practice is identified with common
administrations, essentially in bright of the fact that they don't understand that CRM
needs companywide, crossuseful, customermotivated business procedure re
engineering. Despite the fact that a major part of CRM is innovation, seeing CRM as a
skillonly plan is accountable to fall flat. Dealing with a productive CRM usage needs a
matched and flattened way to deal with novelty

It is study by J. Stefanou and Amalia Stafyla about Current aggressive difficulties


actuated by globalization and advances in data innovation have constrained organizations
to concentrate on overseeing client connections, and specifically consumer loyalty, to
proficiently augment incomes. This paper reports examining examination taking into
account a mail review tended to the greater 1,000 Greek associations. The goals of the
exploration were: to research the degree of the utilization of customer and market
related learning administration (KM) instruments and client relationship administration
(CRM) frameworks by Greek associations and their association with demographic and
hierarchical variables; to research whether ventures deliberately do consumer loyalty and
touchy conduct research; and to look at the effect of the sort of the data framework
utilized and chiefs' natures towards client KM rehearses. Also, a calculated model of
CRM improvement stages is proposed. The discoveries of the review prove that about
50% of the associations of the specimen don't receive any CRM theory. The remaining
associations utilize tools to give consumer loyalty and other customerrelated
examination. Be that as it may, as indicated by the proposed model, they are the to start
with, the preparatory CRM development level. The detections additionally recommend
that supervisors hold stimulating manners for CRM and that there is no critical
relationship between both the kind of the value-based data framework utilized and the
degree to which consumer loyalty examination is performed by the associations. The
paper closes by talking about the overview discoveries and proposing development
future.

3. RESEARCH METHODOLOGY
The study procedure describes what the action of research is, how to continue, how to quantity
progress, and what establishes success. It provides us an improvement of prosperity of social
knowledge, tools of the skill to carry out study, tools to look at gears in life accurately; develops
a critical and scientific boldness, controlled thinking to observe accurately (scientific inference
and inductive intelligent); skills of research particularly in the age of knowledge.
The taster dimensions was taken into thought was 100.These forecasts were casually selected
from the sample zone and were requested to seal questionnaire.

3.1TOOLS FOR DATA COLLECTION:


The information is based on primary as fine as secondary data, however main data gathering is
given more importance since it is range factor in attitude trainings. Research is being done by
main information collection and main data group is being done by interconnecting with various
persons. The secondary data has been collected through various papers and websites.
Primary data : Main facts were collected though questionnaires .The questionnaire were
accordingly prepared to find out the consumer base and the future aspects of magazines
Secondary data: Papers, websites

3.2TOOLS FOR ANALYSIS:


The attires that were used for analyzing the information that have been composed through the
questionnaire and other bases are as follows:
1. Pie chart
2. Bar diagram
3. Column chart

3.3SAMPLING TECHNIQUES
At first, a work in progress was prepared remembering the goal of the exploration. A trial study
was done keeping in mind the end goal to know the precision of the Questionnaire. The last
Questionnaire was arrived severely when beyond any doubt essential changes were finished.
Along these lines my examining turned out to be basic and supportive.
There are two approaches of choosing models from the people:

Non-random sampling or Critical sampling


Random Sampling
In this research, I have supposed the first process, i.e. Non random sampling, because of the time
limits and also to gather as much data as possible. Or that matter I selected all those subscribers
of Outlook magazines who contributed the magazines in 2015 till the month of June.

4. DATA ANALYSIS

Less than 1 year

26

26%

1-3 years

36

36%

3-5 years

27

27%

More than 5 years

13

13%

INTERPRETATION: In 2015 finding of the subscriber make us understand that the subscription
of outlook magazine less than 1 year is 26%, between 1-3 years is 36%, between 3-5 is 27% and
more then 5 years is 13%.

Excellent
Good
Satisfactory
Poor

26
42
31
04

25.7%
41.6%
30.7%
4%

INTREPRETATION: From the above results it is meant that the content of the magazine is good
and customers are very satisfy with the content of the magazine.

Daily
Weekly
Monthly
Never

24
44
34
5

24%
44%
34%
5%

INTREPRETATION: From the above analyse 24% customer read daily,44% customer read
weekly, 34% customer read monthly and 5% is least intrested.

Digital Edition
Print Edition
Both

36
45
22

35.6%
44.6%
21.8%

INETERPRETATION: From the above result 35.6% customer attract with digital edition , 44.6%
attract with print edition and 21.8% like the both.

Online

52

Application in magazine

49

51.5
%
48.5
%

INTREPRETATION: With the above survey we find that 51.5% subscribe online and 48.5%
subscribe through application.

Yes
No

63
37

63%
37%

INTERPRETATION: On the bases of this data we are able to analyse 63% population attracted
by gift and 37% are not attracted by gift.

Deliver
Customer
service
Old news
Nothing

29
39

28.7%
38.6%

32
14

31.7%
13.9%

INTERPRETATION: According to this data most of the people are not satisfy with customer
service i.e 38.6% because they dont get after sale service and after that old new i.e 31.7%

Yes
No

64
35

64.6%
35.4%

INTERPRETATION: In year 2015 findings of the outlook make us understand, that the price of
outlook group magazine is easy to pay i.e 64.6%

Timely delivered
Easy access
No storage issue

23
63
19

22.8%
62.4%
18.8%

INTERPRETATION: From the above analyse respondent like to buy magazine online because
62.4% thinks it is easy access, 22.8% think it is delivered on time and 18.8% think no storage
issue.

Outlookweekly
outlook traveller
outloook money
outlook business
outlook hindi
outlook traveller
luxe

25
43
36
31
24
14

24.8%
42.6%
35.6%
30.7%
23.8%
13.9%

INTERPRETATION: From the above analyses we find out that 42.6% respondent prefer outlook
traveller , 35.6% prefer outlook money, 30.7% prefer outlook business, 24.8% prefer outlook
weekly, 23.8% prefer outlook hindi, 13.9% prefer outlook traveller luxe.

Outlook

46

45.5%

India Today
Front line
Other

42
21
13

41.6%
20.8%
12.9%

INTERPRETATION: From the above data we can say that respondents 45.5% are of outlook
41.6% are of india today, 20.8% are of front line and remaining 12.9% are others.

Yes
No

72
29

71.3%
28.7%

INTERPRETATION: From the above we can conclude that 71.3% customer are satisfy with the
current services and 28.7% are not satisfied.

5. FINDINGS OF THE STUDY


The customer care service is excellent for only some subscribers. Almost 20 % said good
and tasteful. This surrenders a knowledge that to some point services are good.
Product delivery service has got mixed response.
Respondents responded as the Quality of position is great. It means still outlook is giving
incredible competition to its competitors.
The delivery system is at question and certainly needs some improvement.

The study advises that the scope for the digital edition of magazines in India at this time
is very less. People are less used to speak the magazines online.
There are so many competitors in the media sector; this response for Outlook is really
appreciative.
Print edition is more eye-catching than digital edition
Almost 80% people said that gift and Discount play important role.
Customer faced many problems like delivery issues, customer services.
Most of the people say it is easy to pay the amount of the magazines.

5.1 SWOT ANALYSIS


STRENGTH:
Six different magazines which cover almost each and every section of the market and
fulfill the needs of the people
Advanced and client situated items.
Skilled man power.
Good subscription schemes.
Direct method to the customer.
WEAKNESS
Price of some magazines is high.
Customer observation that viewpoint serves to a political party
It takes four weeks in handover first duplicate of the subscriber.
Does not care of Hindi reader
OPPORTUNITIES
Endorses its magazines at International level.
OUTLOOK can build its product offering by propelling some new range of magazines
with some new innovative thinking.
THREATS
Number of competitors in the market.
Awareness of booklover, OUTLOOK favouritisms Congress get-together and does not
pen anything counter to the party.

6. CONCLUSION AND RECOMMENDATION

6.1CONCLUSION
Publicity decisions are vital choices as far as marketing of a creation or facility is market.
Magazine industry is also not free from oppositions, the editors & circulation managers need to
be very alert since the consumer buying designs has become more instable. Consumers are aware

of most of the options existing for them & it is the producers who have to inspire them for the
attainments & change of them in deals.
From the dissimilar investigation achieved and market survey showed, as a part of genuine effort
to express an real plan for Outlook magazines, it has been found out that advertising schemes are
on right path, & it is able to rise their subscription sales. At the same time it was revealed by the
market review that the customers or the possible customers are not satisfied by the quality of
content & attention of magazines which needs to be give a lecture because customer dissatisfaction power cause future damage in sales.
Further, by careful and particular analysis a number of publicity plans has been formulated
offered for planning prospect promotional structures & strategies for outlook. Some of these
strategies are inspired by the existing industry practices & others are new to be implemented.
These plans can be definitely be helpful in refining subscription sales as well as market share
which can make Outlook magazines more cheap & will make a significant influence in Outlooks
trip to become a future leading light in the Indian News Magazine business.

6.2 RECOMMENDATIONS
There should be a system of Daily Sales Report (DSR) to improve efficiency of the sales
executive.
Follow up is very crucial for any call and hence should be done very thoroughly by the
sales executive.
From the marketplace review it was able to classify that the inspiring factors are the gifts,
so company should focus on gifts.
The most important task is that company should give its priority to coverage.
Company should appoint some executives to make strong relationships with customer.
Company should improve its service so its customer should get their magazines timely.

6.3LIMITATIONS
As no person is perfect in this world, in the same way no study can be measured as fully reliable
at one glance. Research effort though is not without limitations, identifying training limitations
and suggesting future research direction, there are a number of uncontrollable factors acting as
limitations in conducting the study. Some of such limitations are as follows:

The Research study is narrowed to multiple areas (Rural as well as urban) of India.

Data collection was not as easy as it looks; during research we have faced many angry
respondents.

People were not helpful and they didnt have free time to attend us.

Some people directly refused to work and some gave biased and dishonest replies.

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