Professional Documents
Culture Documents
ON
CRM
ØIn order to survive and increase the market shares the company has to be very competitive
and it has to grow acquiring new customers and retaining the old customers by
Customer Relationships Management (CRM).
ØCustomer satisfaction strategies adopted by the company make them success and help them
to emerge as a market leader.
COMPANY PROFILE
Board of Directors
•Mr. Anil D. Ambani - Chairman
•Mr. Ramachandran
•Mr.S.P. Talwar
•Mr. Deepak Shourie
•Mr. A.K.Purwar
Company Secretary & Manager
•Mr.Hasit Shukla
Auditors
•M/s. Chaturvedi & Shah
•M/s. BSR & Co.
Tariff Plan
COMPANY PRODUCT
Monthly Free Usage Bundled/Month
Extra UsageRoaming Effective Rental in Money back offer
Rental (for 12 months)
Anytime/Day Usage Night
Usage
Broadband+ Pay as Rs. 299/- Nil Nil Rs. 2 / MB Nationwide* Rs. 299/-
you go
Broadband+ 512 Rs. 499/- 512 MB Nil Rs. 2 / MB Nationwide Rs. 499/-
MB
Broadband+ 10GB Rs. 499/- Nil 10 GB Rs. 0.5/Min Nationwide Rs. 499/-
@ Night
Broadband+ 1 GB Rs. 650/- 1 GB Nil Rs. 2 / MB Nationwide Rs. 650/-
Broadband+ 2 GB Rs. 750/- 2 GB Nil Rs. 2 / MB Nationwide Rs. 750/-
Broadband+ 3 GB Rs. 850/- 3 GB Nil Rs. 2 / MB Nationwide Rs. 850/-
Broadband+ 1 GB Rs. 849/- 1 GB 10 GB Rs. 2 / MB Nationwide Rs. 849/-
day, 10 GB Night
qPrimary data:
ØThe primary data are those which are collected fresh and for the first time, and thus
happen to be original in character.
ØHere primary data collection through discussion with the different respondents using
questionnaire and interactions.
q Secondary data:
ØThe secondary data are those which have already been collected by someone else and
which have already been passed through the statistical process.
ØFor the secondary data ,made access of the intranet site of the company. Also the regular
website of the company was also used.
DATA PROCESSING
Table No.3.1 & ANALYSIS
Age Group wise distribution of customers:
5321 Sr. No. 18-25Age
26-35
36-45
Above
Total 45 Group 75 Respondents
141
66
18
300 25%
47%
22%
6%
100%
Percentage(%)
Interpretation: Above figure shows that, 25% belong to age group 18-25%, 47% belong to age
group 26-35, 18% belong to age group 36-45 and 6% above age of 45.
DATA PROCESSING
Table No.3.2 & ANALYSIS
Income Level per month Tabulation:
5321 Sr. No. Income Group
8000
8000-12000
12000-20000
>20000
Total 126 Respondents
102
54
18
300 42%
34%
18%
6%
100%
Percentage(%)
Interpretation: The above bar graph analysis shows that 42% of the respondents belonged to the 8000/- and
below income category, 34% belonged to Rs.8000 to 12000 and 18% belonged to 12000-20000 and 6%
above income of 20000/-.
DATA PROCESSING
Table No.3.3
Scaling About Reliance Netconnect Service:
& ANALYSIS
65321 Sr. No. ScaleGood
Very
Good
Satisfactory
Poor
Can’t
Total Say 60 Respondents
75
120
30
15
300 20%
25%
40%
10%
5%
100%
Percentage(%)
Interpretation: The above bar graph revealed that 40% of the respondents service RIM as satisfactory. This
is a telling comment. However the survey also found out that 20% and 25% of the respondents service RIM
as very good and good respectively. There were 5% of the respondents who had nothing to say about the
RIM. This is due to low service awareness and low penetration level.
DATA PROCESSING
Table No.3.4
Qn.1. Price of Reliance Netconnect: & ANALYSIS
Sr. No. Scale Respondents Percentage(%)
1 Very Good 78 26%
2 Good 204 68%
3 Dissatisfied 18 6%
5 Very Dissatisfied 0 0%
Total 300 100%
Interpretation: The above bar graph revealed that 68% of the customers had told price is good and 26% told
very good but 6% of customers are dissatisfied so we can tell that most of the customers are satisfied with the
price.
DATA PROCESSING
Table No.3.5
Qn.2. Speed of the Reliance Netconnect: & ANALYSIS
Sr. No. Scale Respondents Percentage(%)
1 Very Satisfied 120 40%
2 Satisfied 165 55%
3 Dissatisfied 15 5%
4 Very Dissatisfied 0 0%
Total 300 100%
Interpretation: From the above chart it is observed that nearly 55% of customers are satisfied with the speed
and 40% of them are very satisfied, in Reliance Netconnect speed is the main feature which attracted the
customers very well
. There are no issues with the speed of the product.
DATA PROCESSING
Table No.3.6
& ANALYSIS
Qn.3. Billing system of Reliance Communication:
Sr. No. Scale Respondents Percentage(%)
1 Very Satisfied 45 15%
2 Satisfied 168 56%
3 Dissatisfied 72 24%
5 Very Dissatisfied 15 5%
Total 300 100%
Interpretation: From the above chart it is been observed that 24% of customers are dissatisfied with the
billing system. This is because of the misunderstanding in the billing system.
DATA PROCESSING
Table No.3.7
Qn.4. Tariff plans of Reliance Netconnect:
& ANALYSIS
Sr. No. Scale Respondents Percentage(%)
1 Very Satisfied 75 25%
2 Satisfied 183 61%
3 Dissatisfied 42 14%
5 Very Dissatisfied 0 0%
Total 300 100%
Interpretation: The above graph shows that there are 61% of customers satisfied with the tariff plans and
14% of customers dissatisfied.
DATA PROCESSING
Table No.3.8 & ANALYSIS
Qn.5. Issue resolution regarding the problems in Netconnect:
Sr. No. Scale Respondents Percentage(%)
1 Very Satisfied 75 25%
2 Satisfied 120 40%
3 Not Applicable 99 33%
4 Dissatisfied 3 1%
5 Very Dissatisfied 0 0%
Total 300 100%
percentage
40
35
30
25
20
percentage
15
10
5
0
very satisfied not dissatisfied verydis
satisfied applicable satisfied
Interpretation: The above bar graph shows that 40% of customers are satisfied with issue resolution and
25% very satisfied and 33% of them told we don’t have any issues with the product.
DATA PROCESSING
Table No.3.9
Qn.6. Services in timely manner:
& ANALYSIS
Sr. No. Scale Respondents Percentage(%)
1 Very Satisfied 189 61%
2 Satisfied 108 35%
3 Not Applicable 8 3%
4 Dissatisfied 3 1%
5 Very Dissatisfied 0 0%
Total 300 100%
Interpretation:From the above chart it is revealed that 35% of customers are satisfied with service in
timely manner and 61% very satisfied. So most of the customers don’t have any problem with the services
in timely manner.
FINDINGS
Services provided by Retailers:
All the retailers are providing good services like showing demo to the customer and
checking the availability of the signal and installing the drivers and after sales services to the
customers.
Satisfaction:
Most of the customers are satisfied with the services provided by the retailers.
Reliance Netconnect is giving speed up to 3.1mbps.it is the main thing where customers are
satisfied. Signal coverage also very good in the Pune & it is covering total Pune.
Problems:
There are problems like where net connect is disconnecting continuously due to
changing in the CDMA mode to the HSD mode and some customers are facing billing
problems due misunderstanding the tariff plans.
Support from company:
Most of the retailers ensnared that they are supported by the companies personnel &
companies’ helpline.
COCLUSION
ü New products and new schemes are being offered by the telecom service providers.
The need for large information capacity has grown tremendously due to the demand of real time
information. Telecommunication has now become a major information transmission system and
telecom has undoubtedly emerged as the most important industry in India.
Advertising:
Advertising should have a clear objective and message, which has not been
found in recent ads. Reliance is a faster growing provider service in each state
.every offers and schemes they should show with proper message for benefit to the
customer. In busy life customer do not remembered any offers and which service
we can provided for the customer therefore they should by force showing
advertisement in growing market and among customer. Customers wants
continuously exposure in Cable and Local newspapers.
Persuasive Advertising :
Now there is a need of persuasive advertising for Reliance service which
can be moved into the category of “comparative advertising”. It will help the
company to establish the superiority of its brand service through specific
comparison of one or more attributes and features.
RECOMMENDATIONS
Technical Expertise:
The advertisement should show the companies expertise, experience and
pride in market the product service sale. Media A combination of print ads and TV
commercial do a better job. Local ads and publicity should be giving more stress.
Hoardings, banners, wall painting should be promoted, as some expenses are also
beard by dealers. Ads on Cable network result greater audience attention. Schemes,
gift offers etc. must be highlighted through Radio and Local newspapers.
Sales Promotion:
Cash discount
Premiums
Appointment of sale promoter
Financial schemes
Occasional Discount:
The company may go for occasional discount offers or price off from time
to time specially during any festival. Off season discount may also prove helpful to
check fluctuating sales.
QUESTINNAIRE
Name of the respondent: ………………………………………………………………..
Occupation: …………………………………………….
Contact no: …………………………………………….