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Table of contents
S r . No . Content P a g e No .
1 I NT RO D UC T I O N 10
2 C O MP A N Y P RO F I L E 22
R E VI E W O F L I T E R AT U RE -
3 C U S T O ME R S AT I S F A CT I O N 57
4 R E S E AR CH ME T H O DO L O G Y 68
5 O B J E CT I V E , S C O PE AND RA T I O N AL E 69
OF STUDY
6 D A T A A N AL YS I S AN D I NT E RP R E T AT I O N 80
7 F I N DI NG S 88
8 L I MI T AT I O NS O F T H E S T U DY 89
9 C O N CL US I O N A N D RE CO ME N D A T I O NS 91
10 A C H I E VE ME NT S 93
11 B I B L I O G R A PH Y 94
12 QUESTIONNAIRE 96
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TABLES AND GRAPHS
S r . No . Content P a g e No .
2 G r a p h - 1 : Aw ar e n e s s o f I n d i a ma r t a mo n g 81
the peoples
4 G r a p h - 3 : Co mp a r i s o n o f c o mp a n y s e r v i c e s 83
w i t h c o mp e t i t o r s
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INTRODUCTION
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CUSTOMER SATISFACTION, a term 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."
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PURPOSE
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’s
customers will make further purchases in the future. Much research has
focused on the relationship between customer satisfaction and retention.
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Measuring customer satisfaction
"If you cannot measure it, you cannot improve it." - Lord William Thomson Kelvin (1824-1907)
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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.
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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 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 value (Tobin's q), cash flow, cash flow volatility, human
capital performance, portfolio returns, debt financing, risk, and consumer
spending.
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.
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ACSI Methodology
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Customer Expectations
Perceived Quality
Perceived Value
Customer Complaints
Customer Loyalty
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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.
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.
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What do Customers Want?
o Implied Customer Expectations are 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.
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What constitutes Satisfaction?
o Product Quality
o Product Packaging
o Keeping delivery commitments
o Price
o Responsiveness and ability to resolve complaints and reject reports
o Overall communication, accessibility and attitude
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What are the Tools?
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.
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COMPANY PROFILE
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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.
Its existing investors include Intel Capital and Bennett, Coleman &
Co. Ltd (Times Group), India's largest print media group.
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The Board of Directors
Mr. M. K. Chouhan
MANAGING DIRECTOR, Mahendra & Ardneham Consulting (P) Ltd.
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CONTACT
Vadodara office
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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 our
actions. This helps us think rationally and provides a sense
of accountability to ourselves, our commitment to customers
and to our colleagues.
Passion
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Team Work
Integrity
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Awards & Achievements
Success of our customers is our greatest achievement. Their confidence in us and our
innovation, to give them the best, has got us applauds from various sources.
IndiaMART.com nominated among the top three at Emerging India Awards 2008
Bestowed with "Amity Corporate Excellence Award" on the occasion of the Tenth
Business International Horizon INBUSH 2008
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QUALITY
We are the first Indian company in our domain to have received ISO
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.
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Fact Sheet
1996-97
1997-98
1998-99
1999-2000
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2000-01
2001-02
2002-03
2003-04
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2004-05
2005-06
2006-07
2007-08
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2008-09
2009-10
2010-11
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Products and services
Dynamic Catalog
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Trust Seal
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Star Supplier
With Star Supplier to your support, you can get premium positioning among
suppliers in all the relevant categories.
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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.
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Banner Advertising
Build your brand & drive traffic to your website with Banner Advertising
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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.
Online business means trading of Products and Services etc through the
Internet. It enables the traders and manufacturers to electronically connect with the
other .
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BENEFITS OF OFFLINE BUSINESS
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What is E-Business?
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Increase a firm’s visibility, promote its offerings, and provide information to
interested parties.
Build customer goodwill and assist retailers and other resellers in their
marketing efforts.
Business-to-Business (B2B)
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Online Shopping and B2C
Business-to-consumer (B2C)
There are millions of good for sale online. There are as variety of retail stores that
make the Internet one big cybermall.
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.
Personalization
Emphasis on personalized, one-on-one marketing to increase repeat
purchases.
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Developing Safe Online Payment Systems
Employees also have concerns that employers are monitoring their Internet
behavior.
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E-Business Challenges (Internet Fraud)
50% of the complaints referred to law enforcement agencies deal with online
auctions.
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Lack of Information
Online sales can compete with business partners such as retailers and
distributors causing disputes called channel conflict.
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Web Communication Blogs
Example: Apple’s iLounge builds the iPod brand and gives Apple ideas for
product improvement.
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 podcas are audiots and video content.
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Global Environment of E-Business
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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 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.
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Managing a Website
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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
Trade Leads
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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 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
Opportunities
India has a vast potential market, which the company can get hold up.
The company can prove to be major threats for its competitor’s if it increases
marketing efforts.
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.
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REVIEW OF LITERATURE
CUSTOMER SATISFACTION
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LITERATURE OF CUSTOMER
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Types of customer
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.
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.
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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.
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.
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Born-Again 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.
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.
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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, orty something
else.
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.
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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.
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.
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Segmentation criteria
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.
Common requirements.
The same value system with respect to the importance of these
requirements.
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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’s
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:
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Customer service
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".
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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, expert
knowledge, 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.
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RESEARCH METHODOLOGY
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OBJECTIVE 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 catalog, 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 B2B
marketplace.
RATIONALE OF STUDY
Provides information about India Mart to the companies ,how India Mart is
helpful for the SME’S growth. Help to analysis operation of India Mart The
report shall be helpful for the further in-depth study on the subject.
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RESEARCH METHODOLOGY
INTRODUCTION TO METHODOLOGY
RESEARCH DESIGN
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( I ) Exploratory Research
To gather preliminary information that will help define problems and suggest
hypotheses. (uses 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)
RESEARCH PROCESS
The research process has five distinct yet interrelated steps for research analysis.
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EXPLORATORY RESEARCH
The method I used for exploratory research was Primary Data, Secondary data
PRIMARY DATA
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.
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.
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’ve received 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.
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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.
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.
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.
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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.
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
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DESCRIPTIVE RESEARCH
Collection of information
Analysis of information
DATA COLLECTION
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.
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 mins. These questionnaires were personally
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1) What is your name?
5) What is the e-mail id, website, contact number, fax number, address?
The group of people you are trying to reach with a particular strategy or
activity. The target population is the population I want to make conclude an ideal
situation; the sampling frames to matches the target population. A specific resource
set that is the object or target of investigation. The audience defined in age,
background, ability, and preferences, among other things, for which a given course
of instruction is intended.
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SAMPLE SIZE
This involves figuring out how many samples one need. The numbers of
samples you need are affected by the following factors:
Project goals
How you plan to analyze your data?
How variable your data are or are likely to be?
How precisely you want to measure change or trend?
The number of years over which you want to detect a trend?
How many times a year you will sample each point?
How much money and manpower you have?
I have targeted 50 people for the purpose of the research. The target
population influences the sample size. The target population represents there
Bangalore. . The people were from different professional backgrounds. The details
of our sample are explained in chapter named primary research where the divisions
are explained in demographics section.
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SIGNIFICANCE OF STUDY
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
understanding and collecting information about the organization performance in
eyes of customer, a trainee will be able to work well for t he organization.
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.
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LIMITATION OF THE STUDY
The most likely argument is not getting enough return on their investment so
it’s difficult for them to invest at this point of time.
Some of the customers are satisfied with the present status of their business.
They don’t want to expand further due to limited resources or lack of vision and to
avoid risk. For e.g. if company gets regular order from government, shows no
interest to online promotional services.
The price factor also plays key role in generating leads because aware
customers are likely to respond to that services which offer maximum advantage at
minimum cost. For e.g. tradeindia .com provides almost same services but at
considerably low amount as compared toindiamart.com.
Some of the clients are not able to afford the cost or price thatindiamart.com
offers. It necessities keeping record of their status at regular interval. For e.g. with
the help of appointment at regular intervals, the probability of converting the
prospect into regular client can be found out.
Many of the clients had bad experience as a result they have withdrawn from
it. The most likely reasons are unsatisfactory inquiries and fake inquiries. Some of
them had suffered heavy losses by accepting those fake enquiries.
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DATA ANALYSIS AND INTERPRETATION
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Awareness of IndiaMart among the people
20%
No
80% Yes
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.
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Result of satisfaction level among customers with IndiaMart
18%
Satisfied
72%
Dissatisfied
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.
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company services is better than competitors
4%
12%
32% Highly Agree
9% Agree
Neither Agree nor Disagree
Disagree
Highly Disagree
43%
Interpretation
While asking about whether the INDIAMART services are better from the
other competitors or not the response I got from the respondents that only 2% were
highly agree 14% were agree, 46% were neither agree nor disagree, 33% were
disagree while 5% were highly disagree.
The respondents who were highly disagree was the result of delay in
services and more charges as compared to other competitors.
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Testimonials
"I have been using many b2b services for promotion of my business But honestly
Indiamart is class apart with excellent customer support and excellent quality of
exclusive buyer inquiries Today Indiamart is Number 1 Portal of India and it is my
honor to be associated with indiamart Services given by Indiamart cannot be paid
in money because it is priceless."
Kunal Gupta
Dagar Tiles, Noida
"As far as appreciation goes, we are of the idea that IndiaMART does not need any
further appreciation, as the company's name is good enough to represent the
foothold in the market with qualitative service back up to its customers. However,
as given an opportunity we would like to quote IndiaMART as “Best Channel of
Advertising & Spreading Awareness about the Company in the Respected
Business Arena."
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"IndiaMART.COM have been instrumental in promoting our Home Textile
products all over the world. They have helped us to get good volume of business
through their promotion."
We are happy to be associated with IndiaMART.COM and would like to continue
this relationship in the future.
P. Balasubramanian
MAXCOP
Alessandro Gattinoni
World Trade Center East Lombardy Brescia Italy
"We would like to congratulate India mart. We are on many similar programs
around the world and yours is the best. We get enquiries from manufacturers
around the world which must go into your programs. We get more offers from
factories in Poland through India mart than their programs in Poland. Keep up the
good work."
"Thanks a lot guys. Because of the listing you provided, i got lots of enquiries,
many of which were cemented."
Raghu Nandan
The Bangalore Trading Co.
79
"I am happy that you replied to my email so quickly. You have given me the
feeling that I am into the right hands and all my requests would be answered. It is
service such as this which makes organizations successful and I thank you very
much."
Gregory Sutherland
DSR Trading Co. Ltd.
Gaurav Joshi
"One of the most interactive trading zone on the net, that I came accross was -
IndiaMART...."
Monica Halan
The Economic Times
"I find your service very usefull in detecting the true buyers."
N.K. Kankani
India Glazes Ltd.
"Congratulations! You will be glad to know that your site has been nominated as
one of the TOP 25 INDIAN WEB SITES OF 1997 by PC WORLD (INDIA) in its
December '97 issue. We, at PC WORLD would like to applaud you for your
excellent efforts and also hope that you keep up the good work and continue to
merit such recognition in future as well."
Ashish Bhatia
PC World (India)
80
"Compliments for an interesting Web Site ! Please keep up the good work for the
Indian Industry."
"I am working at Reliance Industries Ltd. and our team is visiting the IT
India'97/Comdex fair. I went through your site and it was damn informative."
Jaideep Desai
Reliance Industries Ltd.
"Congratulations on such well produced pages - for you and your clients. (I found
you when looking for Mangalore Power."
David Way
"I am doing a "report" on the Taj Mahal and decided that cruising the net would be
a good way to come up with some useful information. Unfortunately, I ran out of
luck. There are a lot of sites with pictures of the Taj Mahal and some background
information on the subject but most of the shots were distant ones. However, your's
was crisp and detailed."
Mellanie Triplett
Student
"We have reviewed your site at http://www.indiamart.com and are pleased to give
you the Best of Asia-Pacific Web Award !"
Chong Kee
Best of Asia-Pacific Web Award
81
FINDINGS
The company should lower its brokerage charge in order to gain more
customers.
The company should solve the problems of the customer’s quickly because
delay in this will make them dissatisfied and they will not provide the reference of
any customers.
The company should organize seminars for new as well as existing customer
in order to make existing customer delight by providing some gifts.
82
LIMITATIONS
The basic problem that everyone faces today is of recession. The same
case is with small scale sectors. The most likely argument is not
getting enough return on their investment so it’s difficult for us to
invest at this point of time.
Some of the customers are satisfied with the present status of their
business. They don’t want to expand further due to limited resources
or lack of vision and like to avoid risk. For e.g. if company gets
regular order from government, shows no interest to online
promotional services.
The price factor also plays key role in generating leads because aware
customers are likely to respond to that services which offer maximum
advantage at minimum cost. For e.g. tradeindia.com provides almost
same services but at considerably low amount as compared to
indiamart.com.
Some of the clients are not able to afford the cost or price that
indiamart.com offers. It necessitates keeping record of their status at
regular interval. For e.g. with the help of appointment at regular
intervals, the probability of converting the prospect into regular client
can be found out.
83
Many of the clients had bad experiences as a result they have
withdrawn from it. The most likely reasons are unsatisfactory
inquiries and fake inquiries. Some of them had suffered heavy losses
by accepting those fake inquires.
Some of the clients are very satisfied with their business as they are
generating enough business locally.
84
RECOMENDATION
Rs24000 promotion charges are too high when targeting a corporate so the
company should be flexible on this amount.
After sales services and follow up calls are important for getting new
references so trained telesales should be appointed for this purpose whose sole
work should be to make feedback calls.
Make the complaint process and complaint redressal process easy so that
there is a scope of improvement to identify regions where promotions are required.
The Company should give training to the customers and keep seminars for
the customers.
85
CONCLUSION
It is the time when we have to sharpen our skills, abilities and knowledge
which would help me in getting final placement.
86
ACHIVEMENTS
87
BIBLIOGRAPHY
88
BOOKS
Business World
Business Standard
Business line
WEBSITES
www.IndiaMart.com
www.google.com
www.investopedia.com
www.wikipedia.com
89
QUESTIONNAIRE
[2] Address
[4] Email ID
[5] Website
Manufacturer
Exporter
Domestic supplier
Export house
Import house
Buying agent
Stockiest
Wholesaler
Retailer
All
H.U.F
Partnership
Private Ltd Co.
Proprietorship
Limited Co.
[8] What kind of source of media you use to promote your company?
Print media
Personal reference
Online promotion services
Others
Exhibition/ trade shows
90
[9] Have you ever opted for online promotion services?
Yes No
[10] Do you know the companies which provide online promotion services?
Yes No
If, yes
Indiamart.com
Tradeindia.com
Exportersindia.com
Alibaba.com
Madefromindia.com
Indianyellowpages.com
[11] How much amount of money you spend to market your product/service
annually on Internet?
Yes No
Local
National
Global
91
[14] Are you satisfied with the present service provider?
Yes No
Yes No
[17] Does your service provider provide you with existence verification, credibility
factors and statutory approvals?
Yes No
Yes No
Indiamart.com
Tradeindia.com
Exportersindia.com
Alibaba.com
Madefromindia.com
Indianyellowpages.com
92
[20] Rank the following benefits which would you like to reap from the internet?
93