SUMMER TRAINING REPORT

ON
‘CUSTOMER SATISFACTION ANALYSIS’
At

IndiaMARTInterMESH Limited.

Submitted in partial fulfillment for the requirement of degree

Bachelors of Commerce (Hons.)

Session (2015-18)
SUBMITTED TO: SUBMITTED BY
Controller of Examination Name: Prabha
M.D.University, Rohtak Class: B.Com (Hons)4thSem
Reg.No.-1511420156
Roll No:-………………….

MAHARANI KISHORI KANYA MAHAVIDAYALA

(Affiliated to Maharishi Dayanand University, Rohtak,Hodal, Palwal)
 DECLARATION

This is to certify that Summer Training Report entitled “CustomerSatisfaction

Analysis” which is submitted by Prabha in partial fulfillment of therequirement for
the award of degree B.Com. (Hons.)inMaharaniKishoriKanyaMahavidyalaya,
Hodal, Haryana comprisesonly my original work and due acknowledgement has
been made in the textto all other material used.

Prabha
 ACKNOWLEDGEMENT

EXECUTIVE SUMMARY

The satisfaction is the difference between customer expectations of theproduct and the price to
purchase the product. When the customers expectation isfulfilled by use of product or service, it
is said to be customer satisfaction.

The satisfaction here means satisfaction derived from prompt services, price and
convince. No doubt IndiaMART.com is one of the fast service providers among other major
players in the market. Remittance services of the competitors should be carefully watch to
determine the status of own service level.

These should not be difference between what company says and what company does.
This will lead to customer dissatisfaction for e.g. If company says customer dissatisfaction
changes for transaction from IndiaMART.com to My.india.com in India for remitting funds from
limited product promotional services to unlimited promotional services, then India mart must
either to the promise that they have made to the customer.

This report conveys my heartiest thanks to Mrs. Gunjan (Lecturer) for giving me this project &
helping me in completion of this project
In case they charges transfer fees, the customer faith gets disturbed. In future customer
will be reluctant to obtain the promotional services from Indiamart.com organization.
 PREFACE

To be successful, one needs to be a good learner and being a Commerce student

helps one to develop a rational thinking and thereby oneself from a normal human being in to a
disciplined and dedicated professional.

A learning attitude will sharpen your knowledge and skills in a particular field, which in
turnhelp to achieve and attain the desired goals and heights in one’s career. When any subject is
taught theoretically in class is known as Academics but when it isstudied with the subject
applicability in known as professional Education.

I am the student of the B.COM. (HONS.), a Commerce course. In the current perspective
we know that no knowledge is complete without knowing the practical aspect of it. To be a
perfectionist, a person needs to know both, the theoretical as well as the practical side of the job
he is assigned to do. Generally it is seen a theoretically perfect person becomes tied when he
come across the practical hazards and is able to overcome them successfully. This takes him
away from the goal.

Looking to this entire practical training is must and being a B.COM. (HONS.)student I
am well aware of the importance of undergoing a practical training in an organization. I hope
that this training and project report satisfies the object requirement and alsoprovides a “Practical
Study” of an industry at B.COM. (HONS.)level.

My project “CUSTOMER SATISFACTION ANALYSIS” is to get an insight into and

learn the various marketing strategies applied by the company at different stagesand levels and
the impact of the application of these strategies on their current orpotential position.

Another important aspect of my project is to study the retail strategies applied by

the firm in order to enhance their sales volume and strengthen their position in the
dynamic scenario.

Another important aspect of my project is to collect suggestions of the employees to

make the survey more effective.
Recommendations and suggestions are made on the basis of the finding from the
Analysis.
 Table of Contents

Index

1. Introduction to aCompany profile

2. Introduction to a Customer Satisfaction

Analysis

3. Objective Scope and Limitations of the

Study

4. Research Methodology

5. Data analysis and Interpretation

6. Significance of a Study

7. Conclusion and Segmentation

8. Appendix
i. Questionnaire
ii. Bibliography
 INTRODUCTION
TO A
COMPANYPROFILE
 INTRODUCTION OF A COMPANY

 MARKETING CUSTOMER SATISFACTION

Aterm frequently used in marketing, is a measure of how products and services supplied by a
company meet or surpass customer expectation. Customer satisfaction is defined as "the number
of customers, or percentage of total customers, whose reported experience with a firm, its
products, or its services (ratings) exceeds specified satisfaction goals."

It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
strategy.

Within organizations, customer satisfaction ratings can have powerful

Effects . They focus employees on the importance of fulfilling customers‟
expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales
and profitability. These metrics quantify an important dynamic. When a brand has loyal
customers, it gains positive word-of-mouth marketing, which is both free and highly effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able

do this, firms need reliable and representative measures of satisfaction. In researching
satisfaction, firms generally ask customers whether their product or service has met or exceeded
expectations. Thus, expectations are a key factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed and will likely rate their
experience as less than satisfying. For this reason, a luxury resort, for example, might receive a
lower satisfaction rating than a budget moteleven though its facilities and servicewould be
deemed superior in “absolute” terms.
PURPOSE

Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty. Customer satisfaction data are among the most
frequently collected indicators of market perceptions. Their principal use is
twofold.

1. Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positiveexperience with the company’s goods and services.

2. Although sales or market share can indicate how well a firm is performing
currently, satisfaction is an indicator of how likely it is that the firm
customers will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at the extremes. On a five-point
scale, individuals who rate their satisfaction level as “5” are likely to become return
customers and mighteven evangelize for the firm. (A second important metric related to
satisfaction is willingness to recommend. This metric is defined as "The percentage of
surveyed customers who indicate that they would recommend a brand to friends."When a
customer is satisfied with a product, he or she might recommend it to friends, relatives
and colleagues. This can be a powerful marketingadvantage.)
 Individuals who rate their satisfaction level as “1,” by contrast, are unlikely to return. Further,
they can hurt the firm by making negative comments about it to prospective customers.
Willingness to recommend is a key metric relating to customer satisfaction.

Measuring customer satisfaction

"If you cannot measure it, you cannot improve it." - Lord William Thomson
Kelvin (1824-1907)

Measurement of Customer Satisfaction is a new significant addition to the new ISO9000: 2000
standard. Organizations certified to this standard are now required to identify parameters that
cause customer satisfaction or dissatisfaction and consciously measure them.

Organizations need to retain existing customers while targeting non-customers. Measuring

customer satisfaction provides an indication of how successful the organization is at providing
products and/or services to the market place.

Customer satisfaction is measured at the individual level, but it is almost always reported at an
aggregate level. It can be, and often is, measured along various dimensions. A hotel, for
example, might ask customers to rate their experience with its front desk and check-in service,
with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a
holistic sense, the hotel might ask about overall satisfaction “with your stay.”

As research on consumption experiences grows, evidence suggests that consumers purchase

goods and services for a combination of two types of benefits: hedonic and utilitarian. Hedonic
benefits are associated with the sensory and experiential attributes of the product. Utilitarian
benefits of a product are associated with the more instrumental and functional attributes of the
product.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables.

The usual measures of customer satisfaction involve a survey with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement and in term of their
perception and expectation of performance of the organization being measured. Their satisfaction
is generally measured on a five-point scale.
 Customer satisfaction data can also be collected on a 10-point scale.
Regardless of the scale used, the objective is to measure customers ‟ perceived satisfaction with
their experience of a firm’s offerings. It is essential for
firms to effectively manage customer satisfaction. To be able do this, we need accurate
measurement of satisfaction.

Good quality measures need to have high satisfaction loadings, good reliability, and low error
variances. In an empirical study comparing comm. Only used satisfaction measures it was found
that two multi-item semantic differential scales performed best across both hedonic and
utilitarian service consumption contexts.

Finally, all measures captured both affective and cognitive aspects of satisfaction, independent
of their scale anchors. Affective measures capture a
Consumer’s attitude (liking/disliking) towards a product, which can result from any
product information or experience. On the other hand, cognitive element is defined as an
appraisal or conclusion on how the product’s performance compared against
expectations (or exceeded or fell short of expectations), was useful (or not useful),fit the situation
(or did not fit), exceeded the requirements of the situation (or did not exceed).
American Customer Satisfaction Index (ACSI)is a scientific standard of customer satisfaction.
Academic research has shown that the national ACSI score is a strong predictor
of http://en.wikipedia.org/wiki/Gross_domestic_product (GDP) growth, and an even stronger
predictor of Personal Consumption Expenditure(PCE) growth. ACSI reports scores on a 0-
100 scale at the national level and produces indexes for 10 economic sectors, 47 industries
(including e-commerce and e-business), more than 225 companies, and over 200 federal or
local government services. In addition to the company-level satisfaction scores, ACSI
produces scores for the causes and consequences of customer satisfaction and their
relationships. The measured companies, industries, and sectors are broadly representative
of the U.S. economy serving American households. On the microeconomic level, academic
studies have shown that ACSI data is related to a firm's financial performance in terms
of return on investment(ROI),sales, long-term firm cash flow volatility, humancapital
performance ,portfolio returns , debt financing, risk, and consumer spending. Increasing
ACSI scores has been shown to predict loyalty, word-of-mouth recommendations, and
purchase behavior. The ACSI measures customer satisfaction annually for more than 200
companies in 43 industries and 10economic sectors. In addition to quarterly reports, the
ACSI methodology can be applied to private sector companies and government agencies in
order to improve loyalty and purchase intent. Two companies have been licensed to apply
the methodology of the ACSI for both the private and public sector: CFI Group, Inc. and
Foresee Results apply the ACSI to websites and other online initiatives.

ASCI scores have also been calculated by independent researchers, for example, for the
mobile phones sector, higher education, and electronic mail.
ACSI Methodology:

The American Customer Satisfaction Index uses customer interviews as input to a multi-
equation econometric model developed at the University of Michigan's Ross School of Business.
The ACSI model is a cause-and-effect model with indices for drivers of satisfaction on the left
side (customer expectations, perceived quality, and perceived value), satisfaction (ACSI) in the
center, and outcomes of satisfaction on the right side (customer complaints and customer loyalty,
including customer retention and price tolerance).The indexes (shown in the diagram below) are
multivariable components measured by several questions that are weighted within the model.

The questions assess customer evaluations of the determinants of each index. Indexes are
reported on a 0 to 100 scale. The survey and modeling methodology quantifies the strength of the
effect of the index on the left to the one to which the arrow points on the right. These arrows
represent "impacts." The ACSI model is self-weighting to maximize the explanation of customer
satisfaction (ACSI) on customer loyalty. Looking at the indexes and impacts, users can
determine which drivers of satisfaction, if improved, would have the most effect on customer
loyalty.
CUSTOMER EXPECTATIONS

Customer expectations are a measure of the customer's anticipation of the quality of a company's
products or services. Expectations represent both prior consumption experience, which includes
some non experiential information like advertising and word-of-mouth, and a forecast of
the company's ability to deliver quality in the future.

Perceived Quality

Perceived quality is a measure of the customer's evaluation via recent consumption experience of
the quality of a company's products or services. Quality is measured in terms of both
customization, which is the degree to which a product or service meets the customer's individual
needs, and reliability, which is the frequency with which things go wrong with the product or
service.

Perceived Value

Perceived value is a measure of quality relative to price paid. Although price(value for money) is
often very important to the customer's first purchase, it usually has a somewhat smaller impact
on satisfaction for repeat purchases.

Customer complaints

Customer complaints are measured as a percentage of respondents who indicate they have
complained to a company directly about a product or service within a specified time frame.
Satisfaction has a negative relationship with customer complaints, as the more satisfied the
customers, the less likely they are to complain.

Customer Loyalty
 Customer loyalty is a combination of the customer's professed likelihood to repurchase
from the same supplier in the future, and the likelihood to purchase
a company’s products or services at various price
points (price tolerance).Customer loyalty is the critical component of the model as it stands as a
proxy for profitability.

There is obviously a strong link between customer satisfaction and customer retention.
Customer's perception of Service and Quality of product will determine the success of the
product or service in the market.

With better understanding of customers' perceptions, companies can determine the actions
required to meet the customers' needs. They can identify their own strengths and weaknesses,
where they stand in comparison to their competitors, chart out path future progress and
improvement. Customer satisfaction measurement helps to promote an increased focus on
customer outcomes and stimulate improvements in the work practices and processes used within
the company.

There is a lot of debate and confusion about what exactly is required and how to go about it.
Customer satisfaction is quite a complex issue and this article is an attempt to review the
necessary requirements, and discuss the steps that need to be taken in order to measure and track
customer satisfaction.
 Q.1 What do Customers Want?

Before we begin to create tools to measure the level of satisfaction, it is important to develop a
clear understanding of what exactly the customer wants. We need to know what our customers
expect from the products and services we provide. Customer expectations are the customer-
defined attributes of your product or service you must meet or exceed to achieve customer
satisfaction. Customer Expectations are of two types - Expressed and Implied.

Expressed Customer Expectationsare those requirements that are written down in the contract
and agreed upon by both parties, for example, product specifications and delivery requirements.
Supplier's performance against these requirements is most of the times directly measurable.

Implied Customer Expectationsare not written or spoken but are the ones the customer would
'expect' the supplier to meet nevertheless.

For example, a customer would expect the service representative who calls on him to be
knowledgeable and competent to solve a problem on the spot. There are many reasons why
customer expectations are likely to change over time. Process improvements, advent of
new technology, changes in customer's priorities, improved quality of service provided by
competitors are just a few examples.

The customer is always right. Supplier's job is to provide the Customer what he wants, when he
wants it. Customer Satisfaction is customers' perception that a supplier has met or exceeded their
expectations. It is therefore important to periodically update our knowledge of customer
expectations.

Q.2 What constitutes Satisfaction?

We cannot create customer satisfaction just by meeting customer's requirements fully because
these have to be met in any case. However falling short is certain to create dissatisfaction. Major
attributes of customer satisfaction can be summarized as:

O Product Quality
oProduct Packaging
oKeeping delivery commitments
oPrice
oResponsiveness and ability to resolve complaints and reject reports
oOverall communication, accessibility and attitude

We cannot begin to address the customer satisfaction issue we define the parameters and
measures clearly. It may be easier to track supplier's performance against stated requirements of
quality and timeliness because there is documentary evidence.

Some indication of whether a supplier is meeting the requirements can also be obtained
from data on scrap rates, PPM, complaints database, sales improvements, repeat orders, customer
audit reports etc.

It is far more difficult to measure the level of performance and satisfaction when it comes
to the intangible expectations.
Q.3 What
What are theare the Tools?
Tools?

Customer expectations can be identified using various methods such as:

O Periodic Contract Reviews

O Market research
O Telephonic Interviews
O Personal visits
O Warranty records
O Informal discussions
O Satisfaction Surveys

Depending upon the customer base and available resources, we can choose a method that is most
effective in measuring the customers' perceptions. The purpose of the exercise is to identify
priorities for improvement.
We must develop a method or combination of methods that helps to continually improve service.
IndiaMART.com

 Is India's largest online B2B marketplace for Small& Medium Size Businesses,
connecting global buyers with suppliers. The company offers a platform & tools to over 1
million suppliers to generate business leads from over 5 million buyers, who use the
platform to find reliable & competitive suppliers. The company has over 4000 employees
located across 75 offices in the country. Its existing investors include Intel Capital and
Bennett, Coleman & Co. Ltd.

 IndiaMART.com offers products that enable small & medium size businesses generate
business leads (online catalogs/store-fronts), establish their credibility (third party
verified trust profile) and use business information (finance, news, trade shows, tenders)
for their business promotion.

 IndiaMART.com has won numerous awards over the years, which include coveted Red
Herring Award, Emerging India Award, among others. The company has also been
widely covered by media for its pioneering role in promoting SME business in
the country.

 Its existing investors include Intel Capital and Bennett, Coleman &Co. Ltd (Times
Group), India's largest print media group.

India MART Knowledge Services: An in-house unit involved in SME research, forecasting,
analysis and education. It conducts independent surveys, etc. & holds workshops for SMEs to
educate them on specific areas such as Marketing, IT, etc.
CONTACT

Head/ Work Office

India MART Inter MESH Limited (An ISO 9001:2008 Company)B-1, Sector - 8, NOIDA Uttar

Pradesh, INDIA PIN - 201 301Phone: +(91)-(120)-6777777, 3911000

Fax: +(91)-(120)-3911010

Vadodara office

India MART Inter MESH Limited401-410 Silver Line Complex Opp BBC Tower Sayajigunj,

Vadodara, Pin - 390 007, India Phone: +(91)-(265)- 3052233 / 34

Mobile No.: +(91)- 9825525213 / 9727700464
 Core values

For us they are simple and straight; take responsibility, work with passion and
commitment, move ahead as a team and conserve the integrity.

We firmly believe that core values keep organizations stable and focused to the common goal.
Our core values have helped us achieve our mission to bring measurable benefits to
our customers.

Responsibility

Responsibility, not just of quality work but of continuous self-

development, of our decisions and of ouractions. This helps us think rationally and provides a
sense of accountability to ourselves, our commitment to customer sand to our colleagues.
Passion

Work at IndiaMART.com involves constant innovation and creativity. It involves a continuous

thought process to get tangible benefits to our customers, taking into account the uniqueness of
their purpose. Passionate people with a determination to make the difference are the ones who
make this possible.

Team Work

“Together we can achieve the impossibleis our belief. Our success is a result of our team work.
Experts from the field of management, marketing, IT, arts, content & various other disciplines
work as a team on every project, every endeavour . Dedication, passion and teamwork are the
true means to our mission fulfillment.

Integrity

We realize the importance of the job & information wehandle. We understand the responsibility
that each member of our team has to shoulder and we do that with highest levels of trust, honesty
and integrity - of purpose and action
QUALITY

We are the first Indian company in our domain to have received

ISO9001:2008 certification for overall quality management and

the organizations ability to successfully "meet customer,

regulatory and statutory requirements."

QUALITY POLICY we are committed to provide high quality

web services & solutions that ensure profitable returns to our
customers.

We strive to enhance the value delivered to our clients by continually improving the quality
of services offered.
Fact sheet

We endeavour to maximize value for our customers by offering them efficient and cost-effective
solutions for business promotion, process support and transaction accomplishment.

1996-97

 IndiaMART.com, India's first online B2B directory, launched

 Successfully introduces free listing & free-query forwarding concept to familiarize
Indian SMEs with benefits of Internet for business promotion
 Accomplishes India's first e-commerce project for Nirula's.
 Achieves break-even within 6 months of the launch

1997-98

 Successfully crosses 100 clients mark

 Initiates franchisee network program

1998-99

 Launches Handicraft, Apparel & Finance channels

 Increases workforce to 40
 B2B marketplace network surges to 1 million page views/month mark

1999-2000

 Accomplishes 'Bharat On Line' - MTNL's online portal project

 Launches auto industry channel
 Opens branch office in financial hub of India - Mumbai
 Crosses Rs 1 crore revenue mark

2000-01

 Touches 5 million page views/month

 Crosses 1000 clients mark
 Registers 100,000 business queries/month
 Accomplishes prestigious online projects for HHEC, Jindal Organization, Modi Corp

Britannica (BIG) Award for Travel.IndiaMART.com

 Profits increased by 128% over last year
 Company becoming limited, from InterMESH Systems, to India MART InterMESH
Limited.
2005-06

 Business World magazine declares IndiaMART.com as "the only profitable Indian

Dotcom, with positive cash flows"
 Adds exclusive services to its portfolio - Electronic Trade Offers & Request for
Quotation / Request for Proposal.
 CNBC India recognizes IndiaMART.com as one of the only profitable dotcom in India
based on report by McKinsey.

2006-07

 Moves operations to state-of-the-art NOIDA development centre.

 Launches Exim.IndiaMART.com.
 Crosses 200,000 business queries mark with 12 million page views.

2007-08

 Launches Trust SEAL to bridge the trust gap in B2B trade.

 Crosses 3000 clients mark .
 Touches 26 million page views per month, generating more than 300,000business
queries.

2008-09

 Becomes first ISO 9001:2000 company in its domain.

 Surpasses 8000 clients mark.

2009-10

 IndiaMART.com completed ten successful years (1996-2006).

 Crossed 10,000 clients mark .
 Launches MDC, a four-page online catalogue for clients.
 Implements corporate-wide WEBERP.
 Acquires new office at B-6, Sec 8, NOIDA.
2010-11

 BCCL (Times of India Group) makes strategic investment inIndiaMART.com.

 Launches new Templated Product Catalogues.

2011-12

 Launches IndiaMART Sourcing Guide.

 Commences International Trade Fair Participation initiative.
 Wins 'Amity Corporate Excellence Award 2008'.
 Wins 'ShiromaniYojanaPuraskar' award.
 5,00,000 members registered on IndiaMART.com

2012-13

 Intel Capital makes strategic investment in IndiaMART.com

 Wins 'Emerging India Award 2008' as a second runner-up
 Wins 'Red Herring 100 Asia 2008' award
 Launches Video Profiles for "Leading Suppliers"
 IndiaMART.com footprints cover over 100 towns in India
 Participates in more than 100 international & 200 domestic trade shows

2015-2016

 IAMAI declares IndiaMART.com as India's largest online B2B marketplace

 Mr. Deep Kalra (Founder & CEO of Makemytrip.com) &Dr. NachiketMor (President,
ICICI Foundation) join IndiaMART.com Board of Directors
 More than 300,000 products listed on IndiaMART.com

2016-17

 Takes a giant leap in SME space & launches 'IndiaMART Leaders of Tomorrow Awards'
 IndiaMART.com member base surges to 1 million suppliers
 Celebrates 14 years of grand success
 Launches FREE tenders service - a first in India
 Being a socially responsible corporate, associates with “MeriDilliMeri
Yamuna”campaign
 The Smart Techie ranks IndiaMART.com among India's '25 Most Promising Internet
Cos.'
Products and services
 Dynamic Catalog

A comprehensive online marketing program that provides enhanced enquiry generation.

 Trust Seal
Trust Seal is a business verification service that checks supplier's records of existence, credibility
and trustworthiness for the benefit of buyers.
 Star Supplier
With Star Supplier to your support, you can get premium positioning among suppliers in all the
relevant categories.
 Leading Supplier
Leading Supplier is the right choice for companies who have a right mix
of infrastructure, management capabilities and experience in servicing global buyers.
 Banner Advertising
Build your brand & drive traffic to your website with Banner Advertising.
Business Plans

 What is business?

Business is all about buying and selling of Product or services. Business can be done
through online and off line.

 What is online Business?

Online business means trading of Products and Services etcthrough the Internet. It
enables the traders and manufacturers to electronically connect with the other .

 What is offline business?

In offline trading the customer either goes to the manufacturers or tradersplace and sits
before him to place orders. Or rings him, asks for the quotations and other relevant information,
and accordingly places orders over the phone.
 BENEFITS OF OFFLINE BUSINESS

 Safer in comparisons to online share business.

 Business can be done without internet connectivity at ones home.

 In a country like India where internet connectivity is not available everywhere trading
online is not possible for everyone, this is also the reason which enhances the growth of
offline trading.
 Better for new comers.

 DISADVANTAGES OF OFFLINE BUSINESS

 Often times the brokers takes time to execute your instruction.

 Offline trading brokerage is always higher than that of online brokerage.
 It is a time consuming process as everything is done offline. Trading takes more time in
comparisons to online trading.
 RM may not provide the correct information as required by his client.
  What is E-Business?

 E-Retailing or virtual storefronts on Web sites.

 Online business-to-business transactions.

 Electronic data interchange (EDI), the business-to-business exchange of data using

compatible software.

 E-mail, instant messaging, and other Web-enabled communication tools and their use as
media for reaching prospective and existing customers.

 The gathering and use of demographic, product, and other informationthrough Web
contacts.

 Capabilities and Benefits of E-Business

 Global Reach:Goods and services can be sold to customers worldwide.

 Personalization: Companies can customize products and reduce inventory.

 Interactivity:Customers and suppliers can negotiate prices online.

 Right-time and integrated marketing :Online retailers provide products when and
where

 Customers want them and promotions can be directed to individual customers.

 Cost savings :E-business can reduce costs

 Increase a firms visibility, promote its offerings, and provide information to

 Interested parties.

 Build customer goodwill and assist retailers and other resellers in their marketing efforts.

 Disseminate financial information to investors.

 Enable prospective employees to apply online for jobs.

 Provide e-mail communication.

 Business-to-Business (B2B)

 Business-to-business e-business (B2B) Electronic business transactions between

businesses using the Internet.
 B2B transactions total $2.5 trillion.
 By some estimates, account for 90% of all e-commerce activities.
 Can reduce cost of B2B transactions by almost 25 percent.

Many of the benefits of e-commerce have come with business-to-business transactions.

Companies like UPS and the Post Office use their websites to save money and time by doing
business online. Companies use a variety of tools to conduct business online with partners,
wholesalers and retailers.
 Online Shopping and B2C

 Business-to-consumer (B2C)
 E-tailing accounts for 4% of all U.S.
 Growing at a rate of 18%.
 Services like banking and brokerage are key aspects of e-tailing
 Many retailers have electronic storefronts.
 Growth of broadband is aiding e-tailing.

 Selling to customers directly over the Internet.

There are millions of good for sale online. There are as variety of retail stores that make
the Internet one big cybermall.

 Who are online buyers and sellers?

Typical user is young, highly educated, urban or suburban, and affluent. Demographics are
shifting; there is decreasing difference in Internet purchasing habits among groups.

 Benefits of B2C E-Business

 Lower Prices
 Many products cost less online.
 Internet allows customers to easily compare prices from multiple sellers
convenience.
 Can order products from around the world anytime, day or night.
 Can register customer information to streamline transactions.

 Developing Safe Online Payment Systems

 Through encryption, data is encoded for security purposes.

 Many companies use Secure Sockets Layer (SSL) technology to encrypt information
and verify senders and receivers.
 An electronic wallet contains credit card and identification information. Customers can
avoid
 Retyping purchase information.
  E-Business Challenges (privacy)

 Privacy is among the top concerns of Internet users.

 E-business sites often require passwords and use electronic signatures, an electronic
form of identity verification.
 Companies can track customers shopping and viewing habits through cookies.
 Customers usually prefer that companies do not share their personal in formation.
Merchants have responded by joining privacy organizations.
 Privacy protections may soon become legally required.
 Employees also have concerns that employers are monitoring their Internet behaviour .
 Companies worry about data theft.

In addition to credit card transactions online, privacy is a growing concern for consumers.
Consumers worry that the information about them will be available to others without their
permission. Although online shopping is growing, consumers are very concerned about
providing credit cards and personal in formation online.

E-Business Challenges (Internet Fraud)

 Internet Crime Complaint Centre logs more than 200,000 complaintsannually.

 50% of the complaints referred to law enforcement agencies deal with online auctions.
 Phishing is a growing form of Internet fraud that uses e-mail or pop-up messages to get
unsuspecting victims to disclose personal information .
 Wishing, or voice phishing, involves phone calls to credit card customers too in
personal and banking information.
 Payment fraud is growing E-Business Challenges (poor website design)
 50% of shopping carts are abandoned before any purchase is made.
 
LACK OF INFORMATION

 Inability to find the information they need.

 Feeling overwhelmed by too much information.

 Companies that have brick-and-mortar experience often have better success satisfying
customers than Internet-only retailers.

 Online sales can compete with business partners such as retailers and distributors causing
disputes called channel conflict.

 Using the Webs Communication Function.

 Web has four main functions: e-business, entertainment, information, and

communication.

 Communication is Webs most popular function.

 Firms use e-mail to communicate with customers, suppliers, and other partners.

 Online Communities: Internet forums, newsgroups, electronic bulletin boards, and Web
communities that appeal to people who share common interests.

 Spam is junk e-mail.

Web Communication Blogs

 Blog - short for Web log, an online journal written by a blogger.

 May incorporate wikis, a Web page that anyone can edit.

 Some incorporate podcasts, video & audio recordings. Feed burner services more than
200,000 podcasts.

 Corporate blogs can help build brand trust.

  Example: Apples I Lounge builds the iPod brand and gives Apple ideas for product
improvement.

 Employee blogs may present ethical issues.

 Blogs have become increasingly popular. People have combined the use of blogs with
other technologies like wikis and podcasts. Wikis allow all users to edit the pages while
podcasts are audios and video content.

Many organizations are beginning to use blogs as a way to build brand loyalty but some blogs
can be problematic. Disgruntled employees can
destroy a company’s reputation.

Web Communication Web Based Promotion

 Banner Ads : messages placed on frequently visited websites

 Pop-up Ads : ads that appear in separate windows\

 Pre-roll Video Ads : advertisements that roll as soon as a page is loaded

 Search marketing : companies pay for top visibility in search results

 Some companies, such as ValPak Marketing Systems, offer virtual, searchable coupons.

Global Environment of E-Business

 Future growth of many companies is linked to a global strategy that in corporate e-business.

 U.S. leads world in Internet users but ranks only 5th in Internet penetration.

 E-Bay may dominate most markets, but Chinese company Alibaba.com has83% of the auction
business in China.

 E- business can heighten competition in the global marketplace…

 Developing a Successful Website

 Business websites serve multiple purposes. It is imperative that websites are good.

 Different websites serve different purposes; therefore, success may mean different things.

 Popularity for a news web site that sells advertising is important, while a website that is

selling goods requires a streamlined transaction process.

 The planning of the website is the first step.

 The content that is included on a website determines whether visitors return to a site.

 The cost of a site is an important considerations costs include variable costs like

development expenses, maintenance, updating and promotion.

INTRODUCTION OF LITERATURE OF

CUSTOMER

SATISFACTION
  LITERATURE OF CUSTOMER

The word customer is derived from "custom," meaning "habit"; a customer was someone who
frequented a particular shop, who made it a habit to purchase goods of the sort the shop sold
rather than elsewhere, and with whom the shopkeeper had to maintain a relationship to keep his
or her "custom," meaning expected purchases in the future.

However, "customer" also has a more generalized meaning as in customer service and a less
commercialized meaning in not-for-profit areas. To avoid unwanted implications in some areas
such as government services, community services, and education, the term "customer" is
sometimes substituted by words such as "constituent" or "stakeholder".

This is done to address concerns that the word "customer" implies an arrowly commercial
relationship involving the purchase of products and services. However, some managers in this
environment, in which the emphasis is on being helpful to the people one is dealing with rather
than on commercial sales, comfortably use the word "customer" to both internal and external
customers.

Types of customer

There are six types of customers.

 External Customer.
These are the people and organizations who have a need for your product or service. They
purchase your stuff in exchange for money. They have a budget and will give you some of it in
exchange for a solution that meets their needs and expectations.

Given that, I affectionately refer to external customers as ones with the bag of money. They have
the financial autonomy to decide where and how they will spend their budget the bag of money.
The question is who gets the bag of money, you or your competitor? Who has earned the
confidence and trust of the customer?
You and your competitor are vying for a piece of their budget the best solution wins. Know this:
Customers vote with their money and complain with their feet.

 Allies.
These are the users of your product or service, not the ultimate decision maker.

These customers usually don't have a bag of money but they play a vital role in you success.
They do not make the final decision but they may have tremendous impact on the outcome. They
are often closely connected to the bag of money and positioning them as an ally to your cause
is critical for your success.
However, allies can be a tremendous wealth of information. Pick their brains and learn how you
can differentiate yourself from the competition. Customers buy differences, not similarities.
 It can sometimes be difficult to ascertain who the bag of money is and who the allies are. Ask
questions early in the call to determine who's who in the zoo. Shrink your sales cycle by
understanding the players within your accounts. Simply ask them who else may be involved with
decisions.

 Internal Customer.
These are fellow employees and managers within your place of business.
They support you and make you look good to your external customers. Appreciate them and treat
them with respect.

Unfortunately, they are often the victims of the blame fest. Poor internal relationships can have
fatal consequences for your external customers. I recently saw an anonymous quote that supports
my point. "We have less to fear from outside competition than from inside conflict,
inefficiencies, discourtesy, and bad service. So true.

They want to fix the problem. It's up to you to quarterback all of the company's resources to
resolve their problem. When you work in harmony with your internal customers, external
customers become the beneficiary of your internal relationships.

Be aware too of your own personal internal customers, such as family, spouse, and parents.
View your kids, spouse, or significant other as your personal internal customers. They also
deserve respectful treatment.

 Repeat Customer.
They are the jewels of your business. Do the job well the first time and you
often get rewarded with another opportunity to serve them. And guess what? They give you
more money! You may have heard that it costs up to five times as much to replace a
customer as it does to keep one.

So, keep them happy. Under promise and over deliver.

 Born-Again Customer.
These are previous customers who no longer do business with you. For
some reason they have forgotten about you or they are still upset with you.

Dig up their file, give them a call, and settle any outstanding grievance. Put your
ego aside and offer restitution to satisfy the customer.

They often become loyal customers provided you resolve the problem to their
satisfaction. As you work with your customers, you will find the Sequential Model is applicable
to all six types. Remember, Pay particular attention to your internal customers.
 Bag of Wind.

You guessed it , these people have little or no impact on the decision.

They are often an easy point of entry into an account but they seldom contribute to the sales
process. In fact they do more harm than good by creating a false sense of authority.

There is nothing worse than wasting valuable selling hours on people who cannot help advance
the sale. They may also provide clarity as to who the allies are and who the bag of money is.

Knowing these people can prove to be a huge advantage; knowledge is power.

 Customer Segmentation

In the snowmobile example, the served market consisted of one segment but conceivably,
the served market. Could be much broader in scope. For example, the company could decide to
serve all industrial customers (large, medium, small) by offering diesel-driven snowmobiles for
delivery use. The broader´ served market, however, must be segmented because the market is not
homogeneous; that is, it cannot be served by one type of product/service offering.

Currently, the United States represents the largest market in the world for most products;
it is not a homogeneous market, however. Not all customers want the same thing. Particularly in
well-supplied markets, customers generally prefer products or services that are tailored to their
needs. Differences can be expressed in terms of product or service features, service levels, quail
levels, or try something else.

In other words, the large market has a variety of submarkets, or segments, that vary
substantially. One of the crucial elements of marketing strategy is to choose the segment or
segments that are to be served. This, however, is not always easy because different methods for
dissecting a market may be employed and deciding which method to use may pose a problem.
Virtually all strategists segment their markets.

Typically, they use SIC codes, annual purchase volume, age, and income as
differentiating variables. Categories based on these variables, however, may not suffice as far as
the development of strategy is concerned. RCA, for example, initially classified potential
customers for color television sets according to age, income, and social class. The company soon
realized that these segments were not crucial for continued growth because potential buyers were
not confined to those groups.

Later analysis discovered that there were innovators´ and followers´ in each of the above
groups. This finding led the company to tailor its marketing strategy to various segments
according to their innovativeness. Mass acceptance of color television might have been delayed
substantially if RCA had followed a more traditional approach. An American food processor
achieved rap success in the French market after discovering that modernity Frenchwomen liked
processed foods while traditional French house wives looked upon them as a threat.

A leading industrial manufacturer discovered that its critical variable was the amount of
annual usage per item, not per order or per any other conventional variable. This proved to be
critical since heavy users can be expected to be more sensitive to price and may be more aware
of and responsive to promotional perspectives.

Segmentation aims at increasing the scope of business by closely aligning a product or

brand with an identifiable customer group.

Take, for example, cigarettes. Thirty years ago, most cigarette smokers chose from
among three brands: Camel, Chesterfield, and Lucky Strike. Today more than 160 brands adorn
retail shelves. In order to sell more cigarettes, tobacco companies have been dividing the
smoking public into relatively tiny sociological groups and then aiming one or more brands at
each group. Vantage and Merit, for example, are aimed at young women; Camel and Winston are
aimed mostly at rural smokers.

Cigarette marketing success hinges on how effectively a company can design a brand to
appeal to a particular type of smoker and then on how well it can reach that smoker with sharply
focused packaging, product design, and advertising.

What is true of cigarettes applies to many, many products; it applies even to services.
Banks, for example, have been vying with one another for important customers by offering
innovative services that set each bank apart from its competition. These illustrations underscore
not only the significance of segmenting the market but also the importance of carefully choosing
segmentation criteria.
 Segmentation Criteria

Segmentation criteria vary depending on the nature of the market. In consumer goods marketing,
one may use simple demographic and socio economic variables, personality and lifestyle
variables, or situation specific- events (such as use intensity, brand loyalty, and attitudes) as the
bases of segmentation.

In industrials marketing, segmentation is achieved by forming end use segments, product

segments, geographic segments, common buying factor segments, and customer size segments.
For a detailed account, however, reference may be made to a textbook on marketing
management.

In addition to these criteria, creative analysts may well identify others. For example, a
shipbuilding company dissects its tanker market into large, medium, and small markets;
similarly, its cargo ship market is classified into high-,medium-, and low-grade markets. A
forklift manufacturer divides its market on the basis of product performance requirements. Many
consumer- goods companies, General Foods, Procter & Gamble, and Coca-Cola among them,
base their segments on lifestyle analysis. Data for forming customer segments may be analyzed
with the use of simple statistical techniques (e.g., averages) or multivariate methods.

Conceptually, the following procedure may be adopted to choose a criterion for segmentation:

1. Identify potential customers and the nature of their needs.

2. Segment all customers into groups having

 Common requirements.
 The same value system with respect to the importance of these requirements.

3. Determine the theoretically most efficient means of serving each market segment, making
sure that the distribution system selected differentiates each segment with respect to cost
and price.

4. Adjust this ideal system to the constraints of the real world: existing commitments, legal
restrictions, practicality, and so forth. A market can also be segmented by level of
customer service, stage of production, price/performance characteristics, credit
arrangements with customers, location of plants, characteristics of manufacturing
equipment, channels of distribution, and financial policies.

The key is to choose a variable or variables that so divide the market that customers in a segment
respond similarly to some aspect of the marketer strategy. The variable should be measurable;
that is, it should represent an objective value, such as income, rate of consumption, or frequency
of buying, not simply a qualitative viewpoint, such as the degree of customer happiness.

Also, the variable should create segments that may be accessible through promotion. Even if it is
feasible to measure happiness, segments based on the happiness variable cannot be reached by a
specific promotional medium. Finally, segments should be substantial in size; that is, they should
be sufficiently large to warrant a separate marketing effort.

Once segments have been formed, the next strategic issue is deciding which segment should
be selected. The selected segment should comply with the following conditions:

1. It should be one in which the maximum differential in competitive strategy can be

developed.

2. It must be capable of being isolated so that competitive advantage can be preserved.

3. It must be valid even though imitated.

 Customer Service

Customer service is the provision of service to customers before, during and after a purchase.

According to Turban et al. (2002), Customer service is a series of activities designed to enhance
the level of customer satisfaction that is, the feeling that a product or service has met the
customer expectation." Its importance varies byproducts, industry and customer; defective or
broken merchandise can be exchanged, often only with a receipt and within a specified time
frame.

Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and
complaints, or will perform related functions at the point of sale; the perceived success of such
interactions being dependent on employees "who can adjust themselves to the personality of the
guest".

From the point of view of an overall sales process engineering effort, customer service plays an
important role in an organization's ability to generate income and revenue. From that perspective,
customer service should be included as part of an overall approach to systematic improvement.

A customer service experience can change the entire perception a customer has of the
organization. Some have argued that the quality and level of customer service has decreased in
recent years, and that this can be attributed to a lack of support or understanding at the executive
and middle management levels of a corporation and/or a customer service policy.

To address this argument, many organizations have employed a variety of methods to improve
their customer satisfaction levels, and other KPIs.

 PROBLEM FORMULATING STAGE

 During the research the survey of the market in Bangalore has been done and then result
was found that company and its owners are doing their job more efficiently but still the company
is lacking to make its customer fully satisfied.

The existing customers are not having so much of problem but the new customers are
facing the problem. The problem is related to brokerage rate, expertknowledge, problem solving
etc. Because of high account opening charge in the market customer are not ready to open
an account.

 LITERATURE SEARCH

It has been found that if company want to expand its market share and to increase the
customer then it should have to focus on product and services promotion apart from brand
promotion.

The company will have to satisfy its customer in an appropriate way so that they will
become loyal customer and they will also help to increase to increase the number of customer
through their valuable references. The company should launch some good schemes & lower
broking charges. It should provide training to customers and also show the demo etc.

 DATA EVALUATION

After collecting and analyzing the data understanding has been made that in this
era of marketing where the market is full of competitors IndiaMart should have
to do something innovative and creative in order to give tough competition to the top broking
companies.

As we know that CUSTOMER SI THE KING. It means anyhow company will

have to make its customer happy, satisfied and delight to make more and more profit and leave
the competitors behind.
 OBJECTIVE

AND

SCOPE OF THE STUDY

 OBJECTIVE THE STUDY

 To find out the problems faced by IndiaMart in finding manufacturers and Suppliers of desired
(lack of online business awareness)

 To find out the problems faced by IndiaMart in identifying and developing new products and
their market (Regarding Fund Allocation) products.

 To learn the whole process involved in identification of product requirement, supplier search,
and search of prospective customers. (Regarding location problem etc.)

SCOPE OF THE STUDY

The scope of the study is limited to India mart, which is place of global buyers with global
suppliers.
It’s also prepares online catalogue, trade leads and tender. After the completion of the reports we
will come to know the whole process of India mart and how India mart has become largest
online B2Bmarketplace.

RATIONALE OF STUDY

Provides information about India Mart to the companies, how India Mart ishelpful for the
SME’S growth. Help to analysis operation of India Mart There port shall be helpful for
the further in-depth study on the subject.
RESEARCH METHODOLOGY
 RESEARCH METHODOLOGY

Marketing Research is the systematic & objective identification, collection, analysis,

dissemination & use of information for the purpose of improving decision making related to the
identification & solution of problems & opportunities in Marketing.
A research process consists of stages or steps that guide the project from its
conception through the final analysis, recommendations and ultimate actions. There search
process provides a systematic, planned approach to the research project and ensures the all
aspects of at the research project are consistent with each other. Research studies evolve through
a series of steps, each representing the answer to a key question.

 INTRODUCTION TO METHODOLOGY

This chapter aims to understand the research methodology establishing a frame work of
evaluation and revaluation of primary and secondary research. The techniques and concepts used
during primary research in order to arrive at findings; which are also dealt with and lead to a
logical deduction towards the analysis and results.

 RESEARCH DESIGN

Research design is a conceptual structure within which research was conducted. A

research design is the detailed blueprint used to guide a research study towards its objective. It is
a series of advanced decision taken together comprising a master plan or a model for conducting
the research in consonance with the research objectives. Research design is needed because it
facilitates the smooth sailing of the various research operations, thereby making research as
efficient as possible yielding maximum information with the minimum effort, time and money.
( I ) Exploratory Research
To gather preliminary information that will help define problems and suggest (uses
hypotheses. Secondary Data & Focus Groups).

( II ) Conclusive Research

 Descriptive Research
To describe things, such as the market potential for a product or the demographics&
attitudes of consumers who buy the product.(Hypotheses Testing)

 Experimental Research : (Causal Research)

To establish the cause-and-effect relationships.
RESEARCH PROCESS

The research process has five distinct yet interrelated steps for research analysis.

1. Define the information needed.

2. Design the Exploratory, Descriptive and/or Causal phases of the Research.

3. Specify the measurement and scaling procedures.

4. Construct and pre-test a Questionnaire (interviewing form) or an appropriate form for

Data Collection.

5. Specify the Sampling Process & Sample Size.

6. Develop a plan of Data Analysis.

Each step is viewed as a separate process that includes a combination of task, step and specific
procedure. The steps undertake are logical, objective, systematic, reliable, valid, impersonal and
ongoing.

The method I used for exploratory research was Primary Data, Secondary data.
 PRIMARY DATA

New data gathered to help solve the problem at hand. As compared to secondary data which is
previously gathered data. An example is information gathered by a questionnaire.

Qualitative or quantitative data that are newly collected in the course of research Consists of,
original information that comes from people and includes information gathered from surveys,
focus groups, independent observations and test results. Data gathered by the researcher in the
act of conducting research. This is contrasted to secondary data, which entails the use of data
gathered by someone other than the researcher information that is obtained directly from first-
hand sources by means of surveys, observation or experimentation. Primary data is basically
collected by getting questionnaire asked to therespondents. Customer Satisfaction in 7 Steps.

1. Encourage The Customer In Telephonic Dealings.

This is the most daunting and downright scary part of interacting with a customer. If
you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured,
though, it does get easier over time. It's important to meet your customers face to face at least
once or even twice during the course of a project.

2. Respond to Messages Promptly & Keep Your Clients Informed.

This goes without saying really. We all know how annoying it is to wait days for a response to an
email or phone call. It might not always be practical to deal with all customers' queries within the
space of a few hours, but at least email or call them back and let them know
You’vereceived their message and you'll contact them about it as soon as possible. Even if you're
not able to solve a problem right away, let the customer know you're working on it.

3. Be Friendly and Approachable.

A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true.
It's very important to be friendly, courteous and to make your clients feel like you're their friend
and you're there to help them out. There will be times when you want to beat our clients over the
head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head,
respond to your clients' wishes as best you can, and at all times remain polite and courteous.

4. Have a Clearly-Defined Customer Service Policy.

This may not be too important when you're just starting out, but a clearly defined customer
service policy is going to save you a lot of time and effort in the long run.

If a customer has a problem, what should they do? If the first option doesn't work, then what?
Should they contact different people for billing and technical enquiries? If they're not satisfied
with any aspect of your customer service, who should they tell?

There's nothing more annoying for a client than being passed from person to person, or not
knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry
should be of utmost importance.

So make sure your customer service policy is present on your site – and anywhere else it may be
useful.

5. Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you were a client
of? Have you ever had a personalized sign-up confirmation email for a service that you
could tell was typed from scratch? These little niceties can be time consuming and aren't
always cost effective, but remember to do them.
Even if it's as small as sending a Happy Holidays email to all your customers, it's
something. It shows you care; it shows there are real people on the other end of that screen
or telephone; and most importantly, it makes the customer feel welcomed, wanted and
valued.

6. Anticipate Your Client's Needs & go out of Your Way to Help Them
Out.

Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.
EXPLORATORYRESEARCH

The method I used for exploratory research was Primary Data, Secondary data.

 PRIMARY DATA

New data gathered to help solve the problem at hand. As compared to secondary data which is
previously gathered data. An example is information gathered by a questionnaire.

Qualitative or quantitative data that are newly collected in the course of research Consists of,
original information that comes from people and includes information gathered from surveys,
focus groups, independent observations and test results. Data gathered by the researcher in the
act of conducting research. This is contrasted to secondary data, which entails the use of data
gathered by someone other than the researcher information that is obtained directly from first-
hand sources by means of surveys, observation or experimentation. Primary data is basically
collected by getting questionnaire asked to therespondents. Customer Satisfaction in 7 Steps.

7. Encourage The Customer In Telephonic Dealings.

This is the most daunting and downright scary part of interacting with a customer. If
you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured,
though, it does get easier over time. It's important to meet your customers face to face at least
once or even twice during the course of a project.

8. Respond to Messages Promptly & Keep Your Clients Informed.

This goes without saying really. We all know how annoying it is to wait days for a response to an
email or phone call. It might not always be practical to deal with all customers' queries within the
space of a few hours, but at least email or call them back and let them know
You’vereceived their message and you'll contact them about it as soon as possible. Even if you're
not able to solve a problem right away, let the customer know you're working on it.

9. Be Friendly and Approachable.

A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true.
It's very important to be friendly, courteous and to make your clients feel like you're their friend
and you're there to help them out. There will be times when you want to beat our clients over the
head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head,
respond to your clients' wishes as best you can, and at all times remain polite and courteous.
 10.Have a Clearly-Defined Customer Service Policy.

This may not be too important when you're just starting out, but a clearly defined customer
service policy is going to save you a lot of time and effort in the long run.

If a customer has a problem, what should they do? If the first option doesn't work, then what?
Should they contact different people for billing and technical enquiries? If they're not satisfied
with any aspect of your customer service, who should they tell?

There's nothing more annoying for a client than being passed from person to person, or not
knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry
should be of utmost importance.

So make sure your customer service policy is present on your site – and anywhere else it may be
useful.

11. Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you were a client
of? Have you ever had a personalized sign-up confirmation email for a service that you
could tell was typed from scratch? These little niceties can be time consuming and aren't
always cost effective, but remember to do them.
Even if it's as small as sending a Happy Holidays email to all your customers, it's
something. It shows you care; it shows there are real people on the other end of that screen
or telephone; and most importantly, it makes the customer feel welcomed, wanted and
valued.

12. Anticipate Your Client's Needs & go out of Your Way to Help
Them Out.

Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.

13. Honour Your Promises

It's possible this is the most important point in this article. The simple message: when you
promise something, deliver. Clients don't like to be disappointed. Sometimes, something may not
get done, or you might miss a deadline through no fault of your own.
 Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this
case a quick apology and assurance it'll be ready ASAP wouldn't go a miss. Secondary source of
data used consists of books and websites

My proposal is to first conduct a intensive secondary research to understand the full impact and
implication of the industry, to review and critique the industry norms and reports, on which
certain issues shall be selected, which I feel remain unanswered or liable to change, this shall be
further taken up in the next stage of exploratory research.

DESCRIPTIVE RESEARCH

STEPS in the descriptive research

 Statement of the problem.

 Identification of information needed to solve the problem.

 Selection or development of instruments for gathering the information.

 Identification of target population and determination of sampling Plan.

 Design of procedure for information collection.

 Collection of information.

 Analysis of information.

 Generalizations and/or predictions.

DATACOLLECTION

AND

ANALYSIS
 DATA COLLECTION AND ANALYSIS

Data collection took place with the help of filling of questionnaires. The questionnaire
method has come to the more widely used and economical means of data collection.

The common factor in all varieties of the questionnaire method is this reliance on verbal
responses to questions, written or oral. I found it essential to make sure the questionnaire was
easy to read and understand to all spectrums of people in the sample.

It was also important as researcher to respect the samples time and energy hence the
questionnaire was designed in such a way, that its administration would not exceed 4-5 min.
These questionnaires were person all.

Primary Research was based on the Telephonic Session (Questionnaire Session),it was
B2B and B2C,most likely questions asked is as followed:

1) What is your name?

2) What is type of company?

3) What is the company description?

4) What is the designation of the contact person?

5) What is the e-mail id, website, contact number, fax number, address ?

6) How many employees are working in your organization?

7) What type of product /services do they have?

 Awareness of IndiaMart among the people

YES

NO

Graph 2:- Response of peopleInterpretation

Interpretation:

Although there is sufficiently high brand equity among the target audience yet, it is to be noted
that from 100 customers only 14% are aware about the facilities provided by IndiaMart and rest
86% are not aware of the facilities provided by the company meaning thereby, that, the company
should concentrate more towards promotional tools and increase its focus on product awareness
along with brand awareness.
Result of satisfaction level among customers with IndiaMart

Satisfaction level among customers Satis-

fied Dissatisfied

UNSATISFIED
SATISFIED

Graph 2:-Result of satisfaction level among customers with IndiaMart

Interpretation

Here we can easily see that from 100 customers, 72% are satisfied with the services of
the company but apart from them rest of 28% is completely dissatisfied with the services of the
company.

This pie-chart corroborate the fact that Strategic marketing, today, has gone beyond only
meeting Sales targets and generating profit volumes. It shows that all the competitors are striving
hard not only to woo the customers but also to make them Brand loyal by generating customer
satisfaction.

Once the customer will be satisfied then only they will become loyal otherwise the
company not only looses them but also will their reference customer.
 Company services is better than competetors

Highly agree
Agree
Neither Agree Nor Disagree
Highly agree
Disagree

Graph 9:- Result of company services is better than competitors

Interpretation:

While asking about whether the INDIAMART services are better from theother
competitors or not the response I got from the respondents that only 2% werehighly agree 14%
were agree, 46% were neither agree nor disagree, 33% weredisagree while 5% were highly
disagree.

The respondents who were highly disagree was the result of delay inservices and more
charges as compared to other competitors.
Measures of a Website
Why B2B Marketplaces?

 Largest aggregation of B2B Buyers - more than 30% of these are here
 Hassle free way to generate business leads ± fully managed
 Try for free ± Pay for premium
 Do it all, right from your desktop

Free Services

 Business / Product Catalogue Unlimited Products

 Trade Leads
 Business Tenders
 Enquiry Alerts on SMS / Call from Buyers on Mobile Videos Industry, Trade Shows
& Business Information Updates
 The first step towards internet marketing & lead generation
 Unlimited Products ± photos & videos
 Higher the no. of products, higher the no. of leads
 200,000 Indian companies having 2 million products, already have their catalog on
IndiaMART.com alone.

Business / Product Catalogue.

Trade Leads

 The easiest way to generate 1 lead every week

 Post unlimited product specific offers with picture
 Importance of μpush10 times better results
 SWOT analysis of indiamart.com

 Strengths

 The most powerful point in hand of the company is that they provide the customized
solution to the customers.
 The company has excellent distribution system.
 The company has built a strong image among the customers.
 The company experiences excellent Brand loyalty for its Products from the customers.
 The company has made its Product range attractive, which lures the customers, and
consequently

 Weaknesses
 Some products have high prices as compared to the other products.
 The company pays less attention towards the matured clients

 Opportunities

 India has a vast potential market, which the company can get hold up.
 The company can prove to be major threats for its competitors if it increases marketing
efforts.
 IIL should concentrate on the premium segment market.

 Threats

 The major threat that company faces is from its competitors who are introducing products
with lower cost backed by aggressive promotional schemes to attract the customer.
 The arrival of the MNC is a major serious threat for the company.
SIGNIFICANCE OF STUDY

Every research is conducted to fulfil certain objective and these objectives in turn fulfil
some purpose.

The need of the stud y arises because of the reason that a trainee must understand the
company, it s achievement s and t asks, product s and services and also to collect information
about its product s and services offered to customer through collecting their views as per t heir
percept in about company. So that, after under standing and collecting information about the
organization performance in eyes of customer, a trainee will be able to work well for t he
organization.

This hand on experience helps him in identifying the critical factor of changing consumer
perception. It provides a feedback to the organization about their sales schemes and what impact
dose it has on the consumer. It helps the firm acquire a better understating of the buyer thinking.
The very essence of every project related to marketing is providing a view to management for
chalk out the organization. So that they can maintain a viable fit between the organization
objective, skill and resources and its changing market opportunities.

Also give proper shape to the company business target profit and growth. It also aids he
formulation of marketing mix, decision on each element of marketing mix, product, distribution
and promotion and pricing etc need the support of marketing research.
 CONCLUTION

AND

SEGMENTATIONS
 CONCLUSION

The main purpose of Summer Internship Program (SIP) is to gain practical knowledge and apply
our skills in practical and real environment.

It is the time when we have to sharpen our skills, abilities and knowledge which would help me
in getting final placement.

In Indiamart.com, I have got an opportunity to explore my potential. By preparing extensive

research reports we have attained fundamental knowledge of online promotional services, its
scope and its importance in coming years.

I have also come across various technicalities related to online promotional services.

I am very confident that after completing my internship in Indiamart.com Company I would have
mastered in various online promotional services.
 ACHIVEMENTS

 Understood the concept of “online promotional services”

 Types of schemes available in online marketing.

 Got knowledge of how the organization functions.

 How to interact with clients.

 Understanding client’s perception.

 Handling client queries and objections.

 Filling up questionnaire forms, Performa invoices, Know your client (KYC)Requirements.

 Understood concept of B2B portals, online marketing and mass advertising.

 Understood functioning of organizational hierarchy

 All formal communication channels used in organization

 How organization does measures performance of their employees.

 How to develop and maintain corporate relationship, etc.

APPENDIX
 Annexure

In this section of the relevant documents should be attached like questionnaires etc. I have

gatheredinformation on“CUSTOMER SATISFACTIONANALYSIS”by gettingquestionnaires

filled by

the Customers of India mart

 QUESTIONNAIRE

[1] Company Name:

[2]Address:

[3]Contact number:

[4]Email ID:

[5]Website:

[6]Nature of Business:

o Manufacturer
o Exporter
o Domestic supplier
o Export house
o Import house
o Buying
o agent
o Stockiest
o Wholesaler
o Retailer
o All

[7]Legal Status of your Business?

o H.U.F
o Partnership
o Private Ltd Co.
o Proprietorship Limited Co.

[8]What kind of source of media you use to promote your company?

o Print media
o Personal reference
o Online promotion services
o Others
o Exhibition/ trade show.
[9]Have you ever opted for online promotion services?
o Yes
o No

[10]Do you know the companies which provideonline promotion services?

o Yes
o No

If, yes
o Indiamart.com
o Tradeindia.com
o Exportersindia.com
o Alibaba.com
o Madefromindia.com
o Indianyellowpages.com

[11]How much amount of money you spend to market your product/service annually on
Internet?
o Less than Rs.10000
o Rs.10000-20000
o Rs.20000-30000
o Rs.30000 and More

[12]Are you interested in promoting your services online?

o Yes
o No

[13]At which level would you like to promote your product?

o Local
o National
o Global

[14]Are you satisfied with the present service provider?

o Yes
o No
[15]Are you interested to participate in Exhibition/ trade shows?
o Yes
o No

[16]Why would you like to advertise in Trade shows?

o Maximum exposure through international distribution
o Global buyers preferred choice
o Minimum cost per business enquiry
o International quality print, paper and design
o Ensure virtual participation in major International trade shows

[17] Does your service provider provide you with existence verification, credibility factors an
statutory approvals?
o Yes
o No

[18]Are you aware of online promotion services provided by INDIAMART.com?

o Yes
o No

[19]Rank the following?

o Indiamart.com
o Tradeindia.com
o Exportersindia.com
o Alibaba.com
o Madefromindia.com
o Indianyellowpages.com

[20] Rank the following benefits which would you like to reap from the internet?
o Tap new markers across the world
o Reach potential buyers from over 200 countries
o Lowest client acquisition cost
o Be available to buyers 24 x 7
o Get a global presence
o Showcase an entire range of products
 BIBLIOGRAPHY

BOOKS

 Marketing Management: - PHILIP KOTLER 13th Edition, 2009, Prentice Hall of India
Ltd., New Delhi.

 Marketing Management:- V.S RAMASWAMY AND S. NAMAKUMARI

 Marketing Research: - DR. C.R. KOTHARI

NEWSPAPER AND MAGAZINE

 Business World

 The Economic Times

 Business Standard

 Business line

WEBSITES

 www.IndiaMart.com
 www.google.com
 www.investopedia.com
 www.wikipedia.