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The Marketing philosophy of business assumes that an organization can best service, prosper and
profit by identifying and satisfying the needs of its customer. This however is a recent thinking.
Various definitions of Marketing have been given from different perspectives, exchange and
utility being the two important ones.
The Marketing Concept, a philosophy of early 1950s gave marketing a much more important
role in business. To apply this concept, an organization must meet three basic needs. First, it
must believe in the Customer’s importance. Most of the companies give lip service to this idea;
no manager wants to be caught saying that customers are not important.
Second, marketing efforts must be integrated. Specific and measurable goals should be set; all
marketing activities should be coordinated. If various departments follow their own private
agendas in conducting marketing activities, the organization may lose sight of customer’s needs.
Finally, management must accept the assumption that profit goals will be reached through
satisfied customers. Clearly, the path to profit is not a simple one; all business firms compete
within a complex environment that demands astute management of organizational resources and
efforts
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DEFINITIONS:
“Marketing is a management process whereby the resources of the whole organization are
utilized to satisfy the needs of selected customer groups in order to achieve the objectives of
both parties. Marketing them is first and foremost attitude of mind there than the services of
functional activities.”
Marketing is the process of planning and executing the conception, pricing, promotion
and distribution of ideas, goods and services to create exchanges that satisfy individual and
organizational objectives
“Marketing is the social process by which individuals and organizations obtain what they
need and want through creating and exchanging value with others.”
-PHILIP KOTLER
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CUSTOMER RELATIONSHIP MANAGEMENT
One important aspect of the CRM approach is the systems of CRM that compile data from a
range of different communication channels,, including a company's website, telephone, email,
live chat, marketing materials, and more recently, social media. Through the CRM approach and
the systems used to facilitate it, businesses learn more about their target audiences and how to
best cater to their needs. However, adopting the CRM approach may also occasionally lead to
favouritism within an audience of consumers, resulting in dissatisfaction among customers and
defeating the purpose of CRM.
The art of managing the organization’s relationship with the customers and
prospective clients refer to customer relationship management.
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The CRM is a new technique in marketing where the marketer tries to develop long term
relationship with the customers to develop them as life time customers. CRM aims to make the
customer climb up the ladder of loyalty.
The company first tries to determine who are likely prospects i.e. the people who have a strong
potential interest in the product and ability to pay for it. The company hopes to convert many of
its qualified prospect into first time customers and then to convert those first time customers into
repeat customers. Then the company tries to convert these repeat customers into clients – they
are those people who buy only from the company in the relevant product categories. The next
challenge for the company is to convert these clients into advocates. Advocates are those clients
who praise the company and encourage others to buy from it.
The ultimate challenge is to convert these advocates into partners where the customers and the
clients work actively together to discover ways of getting mutual benefit.
Thus in CRM the key performance figure is not just current market share but share of life time
value by converting customers into partners.
In CRM the company tries to identify that small percentage (20%) of key account holders whose
contribution to the company revenues is high (80%). So from this point of view, CRM is also
known as KEY ACCOUNT MANAGEMENT.
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NEED FOR THE STUDY
The CRM (customer relationship management) is an integrated effort to strengthen the network
of relationship for the mutual benefit of both the parties. Jio being a trending hit in the industry
of telecommunications I wanted to know the marketing strategies implied within the organization
and how the company is able to manage such a huge database India wide. The biggest
management challenge in the new millennium of liberalization and globalization for a business is
to maintain good relationship with the king – the customer. A study on customer relationship
management would enable me to know about the CRM practices adopted in the Reliance Jio
Infocomm Ltd.
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My scope with respect to Customer Relationship Management at Reliance Jio Infocomm
Ltd. focuses primarily in knowing how the customers are satisfied with the services being
offered by the company.
My sample size ranges to 170 customers from distinct areas in and around Kakinada city.
My scope of the study was to find out the customer queries by talking to them personally
through phone calls and to inform the technical department to improvise the areas in
which the services offered, lack in to the respective customers.
The services which are less qualitative as mentioned by the customers on making a call
are improvised through technical department includes the data services, voice quality of
the calls, issues regarding handset, connectivity of network as such. To mention a few,
during the months of June 2017 – August 2017, 78% - with bad voice quality of calls
and connectivity issues of the network, 12% - call drop issues and only 10% - find
difficulty with handset.
Since the Scope of the Study is to know how the company is able to attract new accounts
and retain existing accounts by providing customised services to the respective customers
I have taken up this activity to know how the existing accounts are able to widespread the
brand of Jio to the non users.
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To study the Industrial Profile and Company Profile with respect to Reliance Jio
To find out different perceptions of the people towards Reliance Jio Infocomm Ltd.
To access the counter strategies of the competitors such as Airtel, Idea, as such.
To study the role of Information Technology in CRM with respect to Reliance Jio.
To find the market potential and market penetration of Reliance Jio products and services
offerings in Kakinada.
The purpose of the methodology is to design the research procedure. This includes the overall
design, the sampling procedure, the data collection method and analysis procedure.
The essential purpose of marketing research is to provide information, which will facilitate the
identification of opportunity of problem situation and to assist the manager in arriving at the best
possible decisions when such situations are encountered.
1.Primary Data
Primary data can be collected either through experience or through survey. Those which are
collected a fresh for the first time thus happens to be original in character that is called primary
data.
Primary data for this study is collected with the help of structured questionnaire being
questioned via phone calls with the customers of Reliance Jio Infocomm Services and
interaction with technical department, employees at the Jio Centre Kakinada.
2. Secondary Data
Secondary data is information that is already available somewhere, from the journals on
internet, in a company’s records with respect to customer data, on a large scale, in corporate or
government archives.
Secondary data is collected with the help of the documents (customer application forms to get
New Jio Sim Cards) provided by the Reliance Jio Centre Kakinada and collected additional
information through Marketing Textbooks and Website of Jio.
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Getting the co-operation of the customers and accessibility for the information.
The behaviour of the customer is unpredictable which may lack in accurate data.
Time constraint is unavoidable limitation of my study.
Inadequate disclosure of information is also another problem to collect entire data for my
study.
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World telecom industry is an uprising industry, proceeding towards a goal of achieving two third
of the world's telecom connections. Over the past few years information and communications
technology has changed in a dramatic manner and as a result of that world telecom industry is
going to be a booming industry. Substantial economic growth and mounting population
enable the rapid growth of this industry.
India is currently the world’s second-largest telecommunications market with a subscriber base
of 1.05 billion and has registered strong growth in the past decade and half. The Indian mobile
economy is growing rapidly and will contribute substantially to India’s Gross Domestic Product
(GDP), according to report prepared by GSM Association (GSMA) in collaboration with the
Boston Consulting Group (BCG). The country is the fourth largest app economy in the world.
The liberal and reformist policies of the Government of India have been instrumental along with
strong consumer demand in the rapid growth in the Indian telecom sector. The government has
enabled easy market access to telecom equipment and a fair and proactive regulatory framework
that has ensured availability of telecom services to consumer at affordable prices. The
deregulation of Foreign Direct Investment (FDI) norms has made the sector one of the fastest
growing and a top five employment opportunity generator in the country.
The Indian telecom sector is expected to generate four million direct and indirect jobs over the
next five years according to estimates by Randstad India. The employment opportunities are
expected to be created due to combination of government’s efforts to increase penetration in
rural areas and the rapid increase in smartphone sales and rising internet usage.
Market Size
The mobile industry is expected to create a total economic value of Rs 14 trillion (US$ 217.37
billion) by the year 2020. It would generate around 3 million direct job opportunities and 2
million indirect jobs during this period. India has become the second largest smartphone market
in the world as shipments increased 23 per cent year-on-year in 2017, to reach more than 40
million units. Rise in mobile-phone penetration and decline in data costs will add 500 million
new internet users in India over the next five years creating opportunities for new businesses.
The monthly data usage per smartphone in India is expected to increase from 3.9 GB in 2017 to
18 GB by 2023.
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Data usage on Indian telecom operators' networks (excluding Reliance Jio), doubled in six
months to 359 peta bytes or 3.7 million gigabytes per month as 4G data usage share increased to
34 per cent by the end of June 2017. According to a report by leading research firm Market
Research Store, the Indian telecommunication services market will likely grow by 10.3 per cent
year-on-year to reach US$ 103.9 billion by 2020.
Investment/Major development
With daily increasing subscriber base, there have been a lot of investments and developments in
the sector. The industry has attracted FDI worth US$ 30.03 billion during the period April 2000
to September 2017, according to the data released by Department of Industrial Policy and
Promotion (DIPP).
Some of the developments in the recent past are:
The Government of India is working to digitally connect the rural and remote regions in
the country and has decided a new affordable tariff structure with the principle of more
you use, less you pay. The changes will soon be reflected in tariff changes by service
providers in the country.
India telecommunication companies will be investing US$ 20 billion over the next two
years for expansion of network and operations, stated Mr Akhil Gupta, Vice Chairman,
Bharti Enterprise.
Government Initiatives
The government has fast-tracked reforms in the telecom sector and continues to be proactive in
providing room for growth for telecom companies. Some of the other major initiatives taken by
the government are as follows:
The Government of India is working to digitally connect the rural and remote regions in the
country and has decided a new affordable tariff structure with the principle of more you use,
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less you pay. The changes will soon be reflected in tariff changes by service providers in the
country.
The Government of Telangana is targeting to provide broadband connection to every
household in the state by 2018, which is expected to lead to revolutionary changes in the
education and health sectors.
Mr Manoj Sinha, Union Minister of Communications, Government of India, stated that the
government will provide the required support for achieving the dream of a fully connected
and truly empowered India soon, while inaugurating a national conference on 'BharatNet and
its utilisation with states'.
Road Ahead
India will emerge as a leading player in the virtual world by having 700 million internet users of
the 4.7 billion global users by 2025, as per a Microsoft report. Internet economy expected to
touch Rs 10 trillion (US$ 155 billion) by 2018, contributing around 5 per cent to the country’s
GDP. With the government’s favourable regulation policies and 4G services hitting the market,
the Indian telecommunication sector is expected to witness fast growth in the next few years. The
Government of India also plans to auction the 5G spectrum in bands like 3,300 MHz and 3,400
MHz to promote initiatives like Internet of Things (IoT), machine-to-machine communications,
instant high definition video transfer as well as its Smart Cities initiative. The Indian mobile
phone industry expects that the Government of India's boost to production of battery chargers
will result in setting up of 365 factories, thereby generating 800,000 jobs by 2025.
Present market scenario of world telecom industry: Over the last couple of years, world
telecommunication industry has been consolidating by allowing private organizations the
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opportunities to run their businesses with this industry. The Government monopolies are now
being privatized and consequently competition is developing.
India has a fast-growing mobile services market with excellent potential for the future. With
almost five million subscribers amassed in less than two years of operation. India’s growth
tempo has far exceeded that of numerous other markets, such as China and Thailand, which have
taken more than five years to reach the figures India currently hold.
According to recent strategic research by Frost & Sullivan Indian Services Market, such growth
rates can be greatly attributed to the drastically falling price of mobile handsets with price
playing a fundamental role in Indian subscriber requirements. Subscribers in certain regions can
acquire the handset at almost no cost, thanks to the mass – market stage these technologies have
reached internationally. The market is growing at an extremely fast pace and so is the
competition between the mobile service providers.
With the presence of a market of mobile telephony services including market leaders like Airtel,
Reliance, Idea cellular, BSNL, etc. who are providing either of the two network technologies
such as Global System for Mobile Communications (GSM) and Code Decision Multiple Access
(CDMA). In cellular service there are two main competing network technologies. Global System
for Mobile Communication (GSM) is a new digital technology developed by the European
community to create a common mobile standard around the world. It helps you achieve higher
selling capacity and better speech quality and one can enjoy crystal clear reception on one’s
mobile phone. It automatically solves the problem on eavesdropping on one’s calling. Before
analyzing the telecom licensing framework in India, it is imperative that one must examine what
is a license. License issued by government is an authority given to person upon certain
conditions which would have been illegal or wrongful otherwise. Licensing framework has been
an integral part of India’s telecommunication law. Under the Indian Telegraph Act, 1885, section
4 gives the government to grant license to any person to establish, maintain or use a telegraph.
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Code Division Multiple Access (CDMA) describes a communication channel access principle
that employs spread spectrum technology and a special coding scheme (where cash transmitter is
assigned a code). It is a spread spectrum signalling since the modulated coded signal has a much
higher bandwidth than the data being communicated. CDMA is the current name for mobile
technology and characterized by high capacity and small cell radius. It has been used in many
communication and navigation systems including the Global Positioning System and the Omni
traces satellite systems for transportation logistics.
Indian mobile telephony market is increasing day by day and there are more to happen with
technological up gradations occurring nearly every day and ever increasing demand for easier
and faster connectivity, the mobile telephony market is expected to race ahead.
The National Telecom Policy was announced in 1994 which aimed at improving India’s
competitiveness in the global market and provides a base for a rapid growth in exports. This
policy eventually facilitated the emergence of Internet services in India on the back of
established basic telephony communication network. This policy also paved way for the entry of
the private sector in telephone services.
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To protect the defence and security interests of the nation.
The policy also announced a series of specific targets to be achieved by 1997 and further
recognized that to achieve these targets the private sector association and investment would be
desired to bridge the resource gap.
Thus, to meet the telecom needs of the nation and to achieve international comparable standards,
the sector for manufacture of telecom equipment has been progressively relicensed and the
subsector for value added services was opened up to private investment (July 1992) for
electronic mail, voice mail, data services, audio text services, video text services, video
conferences, radio paging and cellular mobile telephone. The private sector participation in the
sector was earned out in a phased manner. Initially the private sector was allowed in the value
added service and thereafter it was allowed in the fixed telephone services subsequently. VSAT
services were liberalized for private sector participation to provide data services to closed user
groups.
ESTABLISHMENT OF TRAI
The entry of private players necessitated independent regulation in the sector: therefore, the
TRAI was established in 1997 to regulate telecom services, for fixation/revision of tariffs, and
also to fulfil the commitments made when India joined the World Trade Organization (WTO) in
1995. The establishment of TRAI was a positive step as it separated the regulatory function from
policy- making and operation, which continued to be under the purview of the DoT.
The functions allocated to the TRAI included:
To recommend the need and timing for introduction of new service provider.
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To render advice to the Central government on matters relating to the development of
telecommunication technology and any other matter applicable to the telecommunication
industry in general.
In recognition of the fact that the entry of the private sector, which was envisaged during NTP-
94 was not satisfactory and in response to the concerns of the private operators and investors
about the viability of their business due to non realization of targeted revenues the government
decided to come up with a new telecom policy. The most important milestone and instrument of
telecom reforms in India is the New Telecom Policy 1999 (NTP 1999). The New Telecom Policy
1999 (NTP- 1999) was approved on 26th March 1999 to become effective from 1st April 1999.
Moreover, convergence of both the markets and technologies required realignment of the
industry. To achieve India’s vision of becoming an IT superpower along with developing a world
class telecom infrastructure in the country, there was a need to develop a new telecom policy
framework. Accordingly, the NTP 1999 was framed with the following objectives and targets:
Availability of affordable and effective communication for citizens was at the core of the vision
and goal of the new telecom policy.
Provide a balance between provision of universal service to all uncovered areas, including rural
areas, and the provision of high- level services capable of meeting the needs of the economy.
Encourage development of telecommunication facilities in remote, hilly and tribal areas of the
nation.
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Convert PCO’s wherever justified, into public telephone information centres having multimedia
capability such as ISDN services, remote database access, government and community
information systems etc.
To bring about a competitive environment in both urban and rural areas by providing equal
opportunities and level playing field for all players. Providing a thrust to build world-class
manufacturing capabilities and also strengthen research and development efforts in the country.
BSNL is the market leader with a 67.7%followed by MTNL with 11.5% market share. Next is
Bharati Airtel at 10.9% followed by Tata and Reliance at 5% and 4.1% respectively.
BSNL as a company is growing and showed annual revenues of approximately $4.5 billion as of
2016. BSNL is serving more than 125 million customers across the country and is catalyst in
checking the price point for telecom services.
Also, with the government intensifying its rural focus, only BSNL can turn into reality the next
wave of rural telecom penetration.
BSNL is a 100% Central Government entity and employees with BSNL are entitled to get
salaries and perks as decided by Government of India and not by BSNL.
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However both, MTNL and BSNL are plagued by declining revenues coupled with high costs.
BSNL has massive infrastructure, manpower, systems and 80% of landlines and 90% of
broadband connections in India are operated by it.
“Vodafone is investing nearly US$ 3 billion over the next two years in channel in the country
India in expanding its network infrastructure and distribution” as per Vittorio Colao, CEO,
Vodafone plc,
BlackBerry plans to set up enterprise solutions centres to educate corporate customers about
various BlackBerry Enterprise Service (BES) 10 solutions. “India is one of the fastest growing
market in terms of smartphone and mobile data adoption”, said according to Sunil Lalvani,
Managing Director (MD), BlackBerry India.
Tata Teleservices plans to set up nearly 4,000 Wi-Fi hotspots in nine cities across the country in
the next two years.
BOOMING SECTORS
The tide has turned for the telecom sector in India, as growth and profitability has accelerated in
recent times. Tower companies are reaping benefits of a turnaround in the sector as operators
have started investing in networks to boost data penetration.
However, it is in the country’s booming mobile segment in which the major battles are being
fought. Three major private players- Bharati, Airtel, Reliance and Vodafone- with a formidable
54% share of the market between them, lead a large field of mobile operators. State- owned
enterprise – BSNL and MTNL – have also been making their presence with a combined market
share of 12%.
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According to Craig Wigginton vice chairman and U.S. Telecommunications leader, Deloitte &
Touche LLP, the big challenge for the telecom industry in 2016- which also presents a major
growth opportunity for the sector – is that consumers are getting addicted to connectivity and
high speed.
The ongoing expansion of the mobile ecosystem coupled with demand for high- bandwidth
applications and services such as video and gamming is keeping pressure on the industry to
increase the availability and quality of brandband connectivity.
The companies are reconfiguring to meet the growing demand for mobile services. It will
differentiate our mobile services from competitors through ongoing investment in technology,
distribution and customer services, providing both a great customer experience and competitive
value.
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LATEST DEVELOPMENTS:
The telecom industry in the form of the service providers and infrastructure vendors have always
been able to drive the way forward. Drive the networks, drive the standards, drive what
subscribers see and can do with the network. But that has been changing over the past 10 years -
networks today are data pipes, and the drivers of the industry today can arguably be seen as who
you, as a subscriber, interface with the most - that is, apps and devices. And the industry as I
described it above has been trying desperately to hang onto the wheel to continue to drive the
way forward, so the likes of WhatsApp, Facebook, and Apple don’t take the driver’s seat for the
foreseeable future. But it’s inevitable to happen, and in 2018 we’ll see more of that, especially
due to 5G, NFV, and IoT. With that in mind, I foresee the following happening in 2018.
#5G
While 5G is all the current rage in the industry, and will actualize at some point in time, we’ll
continue to see WiFi make inroads. According to the Cisco VNI, in 2016, 60% of mobile traffic
was offloaded to WiFi with expectations to grow to 63% by 2021. WiFi hotspots are also
expected to grow 6x to 541 million by 2021. Furthermore, according to the Cisco VNI, WiFi
offload is higher on 4G networks (some have theorized it would be lower since 4G offers better
speeds so people wouldn’t bother to offload) because of the data CAPS imposed by the service
providers.
Due to the costs of implementing IMS/LTE and the relative dearth of service provider CAPEX
these days, we’ve seen a lag on VoLTE pickup and we may never ever get to the VoLTE
projections. It’s just too expensive for everyone to implement. Embracing WiFi and VoWiFi just
makes sense. And when this happens, and continues to happen, then we get out of the realm of
GSMA and that driver’s seat starts to look farther away.
# NFV
We’ve also been hearing for some time that the nirvana for the service providers will be NFV
and software based infrastructure. Well, NFV and software based infrastructure are the not the
same thing. “True NFV” means adhering to the standards (such as from ETSI) so that the
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telecommunications infrastructure software is in a standards-based framework, able to work with
other software (even other company’s infrastructure VNFs) via NFV orchestration software, or
running the infrastructure as a service in some public cloud. This takes massive effort. While
many Tier 1 service providers like the concept of “True NFV”, true NFV also comes with some
historic telecom baggage. That is, there are standards and specs to conform to as discussed
above, and procurement processes via RFPs with pages and pages and pages of questions. All
time-tested and historically useful to the service provider, but questions get raised and more
standards come to the fore. The end result is delay in the process.
While this is going on, there are other service providers that just want infrastructure as a service.
Give me an SBC that runs on some public cloud. Give me a media server that runs on some
public cloud. Give me value-added services that run on some public cloud. They want the
infrastructure to be able to scale up (and down), they want to move CAPEX to OPEX, and they
want lower overall costs. In other words, they want the same benefits, the same end game, as
“True NFV”, but obtain this from running an infrastructure Virtual Machine in a cloud such as
Amazon EC2.
This is easier to do. It’s virtual machines, managed by the service provider. The NFV crowd will
bring up legitimate issues such as that there is no structure to orchestrate different software
together, the VM may not be optimized to run on the specific hardware underneath, clouds
potentially are optimized for larger (i.e. video) packets as opposed to smaller voice packets and
the voice packets may have to travel too far (both impacting quality), and clouds would lack geo
redundancy.
All good issues, but if you go back to the benefits, it’s worth the move especially if you don’t
need a gigantic all-encompassing network. I think we’re going to see more of this in 2018
because only the biggest and richest Tier 1 service providers can afford “True NFV”. And more
service providers who don’t embrace True NFV, the less the industry can stay in that proverbial
driver’s seat.
# IOT
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Finally, let’s address IoT. IDC estimates that over 29 billion devices will be connected to the
internet by 2020. Cisco estimates over 50 billion devices. And these connected devices will drive
new industries and revenue streams to the tune of over $1.7 trillion dollars by 2020. This is
clearly a force we all need to understand, especially those of us in the communications industry,
because communications as we know it will change.
But there will be some M2M/IoT use cases involving real-time communications and real-time
person activity. One that we all might have experienced is using your credit card outside of
normal patterns. For instance, if you travel and use your card in a state you never have travelled
to, you might have gotten your spend declined at the register, only to get a text message asking
you to hit a number to approve the spend. This all was generated in the background by M2M
interactions.
Now expand that out to IoT. Your connected car has a speaker because it might talk directions to
you. It also has all kinds of sensors to detect when to brake, how your car is performing, etc. If
your car stops suddenly and no brakes were applied, it might mean you got into a crash. If you
have the right app, you might find your car talking to you through your vehicle assistance
company to see if you are okay. Or an emergency services drone might be hovering above
talking to you. All the wearables you have on will also be measuring and probing your health.
Something might indicate to the right application that you have a problem. And if you did, you
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might also hear someone talking to you asking if you need assistance. Video would also be
involved as well.
There are cameras seemingly everywhere. If a sensor picked up some anomaly, such as low
water pressure, or high isolated temperature, someone could look at a camera first to see if there
is an actual issue. This would all save time and expenses. These are simply examples I can think
of for the marriage of IoT and voice communications, but I’m sure there are literally thousands if
not hundreds of thousands more use cases involving voice and video.
In 2018 we’ll see these applications take more center stage. My point is that the
“communications industry” can and will play in the IoT market with the marriage of real time
communications and IoT. It will just be different than what built all our companies today. Wow,
real time communications as part of a larger application, not THE reason for the application.
Talk about not being in the driver’s seat!
The communications industry is in constant change. 2018 will be no different. Those that can
embrace the change, and figure out how to navigate the change, will continue to thrive.
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COMPANY PROFILE- RELIANCE JIO INFOCOMM Ltd.
Reliance Jio Infocomm Limited, or Jio, is LTE mobile network operator in India. It is a wholly
owned subsidiary of Reliance Industries headquartered in Navi Mumbai, Maharashtra that
provides wireless 4G LTE service network (without 2G/3G based services) and is the only
VoLTE-only' (Voice over LTE) operator in the country which lacks legacy network support of
2G and 3G with coverage across all 22 telecom circles in India.
The services were first beta-launched to Jio's partners and employees on 27 December 2015 on
the eve of 83rd birth anniversary of late Dhirubhai Ambani founder of Reliance Industries, and
later services were commercially launched on 5 September 2016.
4G Broadband
The company launched its 4G broadband services throughout India on September 2016. It was
slated to release in December 2015 after some reports said that the company was waiting to
receive final permits from the government. Jio offers fourth-generation (4G) data and voice
services, along with peripheral services like instant messaging and streaming movies and music.
LYF Smartphones
In June 2015, Jio entered into an agreement with domestic handset maker Intex to supply 4G
handsets capable of voice over LTE (VoLTE). However, in October 2015, Jio announced that it
would be launching its own mobile handset brand named LYF.
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On 25 January 2016, the company launched its LYF smartphone series starting with Water 1,
through its chain of electronic retail outlets, Reliance Retail. Three more handset models have
been released so far, namely Water 2, Earth 1, and Flame 1.
Jionet Wi-Fi
Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free Wi-
Fi hotspot services in cities throughout India including Surat, Ahmedabad in Gujarat,
and Vishakapatnam in Andhra Pradesh select locations of Mumbai in Maharashtra, Kolkata
in among others.
In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket stadiums
hosting the 2016 ICC World Twenty20 matches.
Jio apps
In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its upcoming
4G services. While the apps are available to download for everyone, a user will require a Jio SIM
CARD to use them. Additionally, most of the apps are in beta phase.
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Jio also known as Reliance Jio and officially as Reliance Jio Infocomm Limited (RJIL), is an
upcoming provider of mobile telephony, broadband services, and digital services in India.
Reliance Jio Infocomm Limited (RJIL), is a subsidiary of Reliance Industries Limited (RIL),
India’s largest private sector company, is the first telecom operator to hold pan India Unified
License. Formerly known as Infotel BroadBand Services Limited (IBSL), Jio will provide 4G
services on a pan-India level using LTE technology. The telecom leg of Reliance Industries
Limited, it was incorporated in 2007 and is based in Mumbai India. It is headquartered in Navi
Mumbai.
RJIL is setting up a pan India telecom network to provide to the highly underserviced India
market, reliable high speed internet connectivity, rich communication services and various
digital services on pan India basis in key domains such as education, healthcare, security,
financial services, government citizen interfaces and entertainment. RJIL aims to provide
anytime, anywhere access to innovative and empowering digital content, applications and
services, thereby propelling India into global leadership in digital economy.
RJIL is also deploying an enhanced packet core network to create futuristic capacity
infrastructure to handle huge demand for data and voice. In addition to high speed data, the 4G
network will provide voice services from/ to non- RJIL network.
Reliance Jio is part of the “Bay of Bengal Gateway” Cable System, planned to provide
connectivity between South East Asia and the Middle East, and also to Europe, Africa and to the
Far Asia through interconnections with other existing and newly built cable systems landing in
India, the Middle East and Far East Asia.
RJIL’s subsidiary has been awarded with a Facility Based Operator License (“FBO License”) in
Singapore which will allow it to buy, operate and sell undersea and/or terrestrial fibre
connectivity, setup is internet point of presence, offer internet transit and peering services as well
as data and voice roaming services in Singapore.
R-Jio is also in the process of installing hundreds of monopoles, unlike the regular rooftop-
mounted telecom towers typically used by telecos, said the company executive quoted above.
27
Monopoles, or ground-based masts (GBMs), are expected to double up as street lights and
surveillance systems, and provide real-time monitoring of traffic and advertising opportunities.
The company which plans to be rolled out commercial telecom service operations from January
is currently in the testing phase for most of its offerings including 4G services, host of mobile
phone applications and delivery of television content over its fibre optic network.
R-Jio, meanwhile, faces its share of challenges in terms of return on investment and capturing
market share. The company, according to industry analysts, is expected to spend $8-9 billion for
the 4G roll-out. The company will battle for subscribers with leading telecos such as Bharati
Airtel Ltd, Vodafone India Pvt and Idea Cellular Ltd.
HISTORY
In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services
Limited (IBSL) for Rs 4,800cr. Although unlisted, IBBL was the only firm to win broadband
spectrum in all 22 zones in India in the 4G auction that took place earlier that year. Later
continuing as RIL's telecom subsidiary, Infotel Broadband Services Limited was renamed as
Reliance Jio Infocomm Limited (RJIL) in January 2013. A key agreement for international data
connectivity with Bharti to utilise dedicated fibre pair of Bharti’s is submarine cable that
connects India and Singapore. (April 2013).
28
Agreement with Bharti Airtel for a comprehensive telecom infrastructure sharing agreement to
share infrastructure created by both parties to avoid duplication of infrastructure wherever
possible. (December 2013) An agreement with Viom Networks for their 42,000 telecom towers.
(March 2014) An agreement with ATC India for their 11,000 towers across India. (April 2014).
An agreement with Tower Vision for their 8,400 towers across India. An agreement with Ascend
Telecom for their more than 4,500 towers across India.
Agreements:
Once commercially launched, Jio users can have access to Reliance Communications’ 2G.At
present in different cities of India Reliance Jio offers Wi-Fi services. Most of these cities are in
Gujarat, where Reliance Industries also have one of the largest petro- refineries. Reliance Jio
will deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately paved to roll out of LTE-A
network aggregation of both technology and both spectrum band. Reliance Jio is deploying
LTE-TDD technology for 2.3 GHz spectrum band, acquired in 2010. Reliance Jio Infocomm is
currently laying OFC across the country to offer Fibre to the home/premises (FTTH). This fibre
backbone will also help them to carry huge amount of data originated from their 4G network as
well as public Wi-Fi network. Technology: & 3G network.
OPERATIONS
In June 2015, Jio announced that it will start its operations all over the country by the end of
year. However, four months later in October 2015, the company's spokesmen sent out a press
release stating that the launch was postponed to the first quarter of the financial year 2016-2017.
Later in July, a PIL filed in the Supreme Court by an NGO called the Centre for Public Interest
Litigation, through Prashant Bhushan, challenged the grant of pan-India licence to Jio by the
Government of India. The PIL also alleged that Jio was allowed to provide voice telephony along
29
with its 4G data service, by paying an additional fees of just 165.8 crore (US$25 million) which
was arbitrary and unreasonable, and contributed to a loss of 2,284.2 crore (US$340 million) to
the exchequer.
The Indian Department of Telecom (DoT), however, refuted all of CAG's claims. In its
statement, DoT explained that the rules for 3G and BWA spectrum didn't restrict BWA winners
from providing voice telephony. As a result, the PIL was revoked, and the accusations were
dismissed. Beta Launch The 4G services were launched internally to Jio's partners, its staff and
their families on 27 December 2015. Bollywood actor Shah Rukh Khan, who is also the brand
ambassador of Jio, kick started the launch event which took place in Reliance Corporate Park in
Navi Mumbai, along with celebrities like musician A R Rahman, actors Ranbir Kapoor and
Javed Jaffrey, and filmmaker Rajkumar Hirani.
30
PRODUCT & SERVICES RELIANCE JIO 4G BROADBAND
The company has launched its 4G broadband services throughout India in the first quarter of
2016 financial year .It was slated to release in December 2015 after some reports said that the
company was waiting to receive final permits from the government .Mukesh Ambani, owner of
Reliance Industries Limited (RIL) whose Reliance Jio is the telecom subsidiary, had unveiled
details of Jio's fourth-generation (4G) services on 12 June 2015 at RIL's 41st annual general
meeting. It will offer data and voice services with peripheral services like instant messaging, live
TV, movies on demand, news, streaming music, and a digital payments platform.
The company has a network of more than 250,000 km of fibre optic cables in the country, over
which it will be partnering with local cable operators to get broader connectivity for its
broadband services. With its multi-service operator (MSO) licence, Jio will also serve as a TV
channel distributor and will offer television-on-demand on its network. Pan-India Spectrum Jio
owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of the total
22 circles in the country, and also owns pan-India licensed 2,300 MHz spectrum. The spectrum
is valid till 2035.Ahead of its digital services launch, Mukesh Ambani-led Reliance Jio entered
into a spectrum sharing deal with younger brother Anil Ambani-backed Reliance
Communications. The sharing deal is for 800 MHz band across seven circles other than the 10
circles for which Jio already owns.
Reliance Jio’s vision for India is that broadband and digital services will no longer be a luxury
item ,Rather convert it into a basic necessity that can be consumed in abundance by consumers
and small businesses .The initiatives are truly aligned with the Government of India's ‘Digital
India’ vision for our nation. • Digital Healthcare • Affordable Devices • Jio Drive • Digital
Education • Digital Currency • Digital Entertainment and social connectivity
31
LYF SMARTPHONES
In June 2015, Jio tied up with domestic handset maker Intex to supply 4G handsets enabled with
voice over LTE (VoLTE) feature. Through this, it plans to offer 4G voice calling besides rolling
out high-speed Internet services using a fibre network, in addition to the 4G wireless network.
[ However, in October 2015, Jio announced that it would be launching its own mobile handset
brand named LYF. On 25 January 2016, the company launched its LYF smartphone series
starting with Water 1, through its chain of electronic retail outlets, Reliance Retail. Three more
handset models have been released so far, namely Water series, Earth series, and Flame series.
FLAME 1
32
WIND 1
WIND 5
33
WATER 1
WATER 2
34
Jio Money Wallet
Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free Wi-
Fi hotspot services in cities throughout India including Ahmedabad and Surat in Gujarat, Indore,
Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai in Maharashtra,
Kolkata in West Bengal, Lucknow in Uttar Pradesh, Bhubaneswar in Odisha, Mussoorie in
Uttarakhand, Collectorate's Office in Meerut, and at MG Road in Vijayawada among others .title
Reliance Jio rolls out Wi-Fi service at IP sigra Mall in Varanasi among others. In March 2016,
Jio started providing free Wi-Fi internet to spectators at six cricket stadiums hosting the 2016
ICC World Twenty20 matches. Jionet was made available in Wankhede Stadium (Mumbai),
Punjab Cricket Association IS Bindra Stadium (Mohali), Himachal Pradesh Cricket Association
35
Stadium (Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah Kotla (Delhi), and
Eden Gardens (Kolkata) in India. Jio apps In May 2016, Jio launched a bundle of multimedia
apps on Google Play as part of its upcoming 4G services. While the apps are available to
download for everyone, a user will require a Jio SIM card to use them. Additionally, most of the
apps are in beta phase.
Available in Reliance store and Digital mini express store. Registration in E-mail is compulsory
Life time Roaming Free (All India) 3 Months Free Unlimited SMS 3 Months Free Unlimited
Calling (At any network) 3 Months Free Unlimited 4G Internet (Connected with 31 Devices)
Years Warranty (LYF handsets only) Branding and Marketing On December 24, 2015,
Bollywood actor Shah Rukh Khan was appointed as Jio's brand ambassador. Life time Roaming
Free (All over India) 3 Months Free Unlimited SMS 3 Months Free Unlimited Calling (At any
network) 3 Months Free Unlimited 4G Internet in LYF smartphones and others all 4G
smarthphones (Samsung,Micromax,Karbon,Lava,HTC,Gioni etc.) JIO PREVIEW OFFER (JPO)
Reliance communications owns and operates the world’s largest next generation IP enabled
connectivity infrastructure which compromises 280,000 kilometres of fibre optic cable systems
in India, USA, Europe, Middle East and the Asia Pacific region. Reliance Group ranks among
India’s top private sector business houses in terms of net worth. The company has a good
customer base and covers over 21,000 cities and towns and over 400,000 villages in India.
Reliance Jio is in the process to set-up the 4G LTE infrastructure. RJIL is setting up reliable high
speed internet connectivity, rich communication services and various digital services on pan
India basis in key domains such as education, healthcare, security, financial services, government
citizen interfaces and entertainment.
36
RELIANCE JIO’S VISION
Reliance vision for India is that broadband and digital services will no longer be a luxury item,
rather convert it into basic necessity that can be consumed in abundance by consumers and small
businesses. The initiatives are truly aligned with the government of India’s ‘Digital India’ vision
for our nation.
Digital Healthcare
Affordable Devices
Jio Drive
Digital Education
Digital Currency
37
LATEST TRENDS OF RELIANCE JIO:
India’s newest telecom player Reliance Jio Infocomm Ltd ranks 17th in American business
magazine Fast Company’s annual ranking of the world’s “50 Most Innovative Companies” for
2018, a statement from the operator said on Tuesday. US-based Apple has secured the top rank
in the list.
Jio, which entered the telecom sector in September 2016 and took the sector by storm with free
offerings and rock-bottom tariffs, also fetched the top rank in “Most Innovative Companies in
India”, the statement said.
With this, the company joins the list of other leading global companies such as Netflix, Tencent,
Amazon, The Washington Post, Marvel Studios, SpaceX, Spotify and Walmart.
The list was curated from Fast Company’s Top 10 lists, which monitors companies across 36
categories.
The Mukesh Ambani-backed company, which, unlike its rivals, offers only 4G services, is
already seeing returns from its aggressive pricing strategy with the latest data made available by
the telecom regulator showing that its market share has doubled to 13.71% by December 2017,
from 6.40% a year ago.
Its rivals in India, however, still have more market share. Airtel had 24.85% of subscriber market
share, Vodafone had 18.2% and Idea had 16.83% as of 31 December 2017.
But Jio has still managed to dent margins of other operators. While Idea Cellular Ltd’s loss for
the December quarter more than tripled to Rs1,285.6 crore as the nation’s telecom regulator
38
halved interconnection usage charges (IUC) and a tariff war sparked by Reliance Jio showed no
signs of abating, Bharti Airtel too reported a 39% fall in December quarter profit to Rs306 crore.
Reliance Jio, on the other hand, benefited from the IUC cut as more calls originate from its
network than terminate, and reported a profit of Rs504 crore in the December quarter, a first for
the company, from a loss of Rs271 crore in the preceding quarter.
To boost innovation, its parent company Reliance Industries Ltd has also partnered with The
World Economic Forum to set up a new centre for the “fourth industrial revolution” in Mumbai,
to create opportunities in areas such as artificial intelligence, machine learning, internet of things
(IoT) and blockchain technology.
The new centre aims to allow policymakers in India to look at new forms of governance and new
technology applications, and connect with cutting-edge technology innovators globally, the
company said in a statement last month.
39
The Marketing philosophy of business assumes that an organization can best service, prosper and
profit by identifying and satisfying the needs of its customer. This however is a recent thinking.
Various definitions of Marketing have been given from different perspectives, exchange and
utility being the two important ones.
The Marketing Concept, a philosophy of early 1950s gave marketing a much more important
role in business. To apply this concept, an organization must meet three basic needs. First, it
must believe in the Customer’s importance. Most of the companies give lip service to this idea;
no manager wants to be caught saying that customers are not important.
Second, marketing efforts must be integrated. Specific and measurable goals should be set; all
marketing activities should be coordinated. If various departments follow their own private
agendas in conducting marketing activities, the organization may lose sight of customer’s needs.
Finally, management must accept the assumption that profit goals will be reached through
satisfied customers. Clearly, the path to profit is not a simple one; all business firms compete
within a complex environment that demands astute management of organizational resources and
efforts
Marketing plays an important role in establishing relationships between customers and the
organizations offering to the market. It gives us the confidence to want to try a new product in
the market as opposed to situations where the products enter the market without publicity. This
makes the marketing function critical in every organization irrespective of whether the
organization is a profit or non-profit centered. Marketing shapes the image of the organization,
how people associate the organizations products or services and indeed give people the
confidence about their products or services. When it come to the profit led organizations,
marketing is responsible for the increase in revenue and by extension increase in the
organizations profitability. In addition, the function also helps growing of the customer/clientele
base for the organization. This is especially so when the organization is dealing with more of
corporate customers, and where decisions involve more than one party.
40
FUNCTIONS OF MARKETING:
The delivery of goods and services from producers to their ultimate consumers or users includes
many different activities, these different activities are known as marketing functions, Different
scholars have described different functions of marketing. Some of the eminent scholars have
described the functions of marketing as under: G.B. Giles described seven functions of
marketing:
1. Marketing research
2. Marketing planning
3. Product development
7. Public relations.
IMPORTANCE OF MARKETING:
Marketing has acquired an important place for the economic development of the whole country.
It has also become a necessity for attaining the object of social welfare. As a result of it,
marketing is considered to be the Most important activity in a business enterprise while at the
early stage of development it was considered to be the last activity. For convenience, the
importance of marketing may be explained as under:
1. Delivery of standard of living to the society: Main liability of marketing is to produce goods
and services for the society according to their needs and tastes at reasonable price. Marketing
discovers needs and wants of the society, produces the goods and services according to these
ends, creates demand for these goods and services, encourages customers to use them, and thus,
improves the standard of living of the society.
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2. Decrease in distribution cost: Second important liability of marketing is to control the cost of
distribution. Decrease in cost of distribution directly affects the prices because the cost of
distribution constitutes to be an important part of the total cost of distribution.
DEFINITIONS:
“Marketing is a management process whereby the resources of the whole organization are
utilized to satisfy the needs of selected customer groups in order to achieve the objectives of
both parties. Marketing them is first and foremost attitude of mind there than the services of
functional activities.”
42
INTRODUCTION
The biggest management challenge in the new millennium of liberalization and globalization for
a business is to serve and maintain good relationship with the king – the customer. In the past
producers took their customers for granted, because at that time the customers were not
demanding nor had alternative source of supply or suppliers. But today there is a radical
transformation. The changing business environment is characterized by economic liberalization,
increasing competition, high consumer choice, demanding customer, more emphasis on quality
and value of purchase etc. All these changes have made today’s producer shift from traditional
marketing to modern marketing. Modern marketing calls for more than developing a product,
pricing it, promoting it and making it accessible to target customer. It demands building trust, a
binding force and value added relationship with the customers. The process of developing a
cooperative and collaborative relationship between the buyer and seller is called customer
relationship management shortly called CRM. According to Ashoka Dutt head of Citi Bank “the
idea of CRM is to know the individual customer intimately, so that the company has a
customized product ready for him even before he asks for it.
AIMS OF CRM
The CRM is a new technique in marketing where the marketer tries to develop long term
relationship with the customers to develop them as lifetime customers. CRM aims to make the
customer climb up the ladder of loyalty. The company first tries to determine who are likely
prospects i.e. the people who have a strong potential interest in the product and ability to pay for
it. The company hopes to convert many of its qualified prospect into first time customers and
then to convert those first time customers into repeat customers. Then the company tries to
convert these repeat customers into clients – they are those people who buy only from the
company in the relevant product categories. The next challenge for the company is to convert
these clients into advocates. Advocates are those clients who praise the company and encourage
others to buy from it. The ultimate challenge is to convert these advocates into partners where
the customers and the clients work actively together to discover ways of getting mutual
43
benefit .Thus in CRM the key performance figure is not just current market share but share of
life time value by converting customers into partners. In CRM the company tries to identify that
small percentage (20%) of key account holders who’s contribution to the company revenues is
high (80%).So from this point of view, CRM is also known as KEY
ACCOUNTMANAGEMENT.
CONCEPTUALIZATION
A firm in textile industry has to maintain good relations with its customers. They have to retain
the customers for a long time to avail the benefit of their relations. The customer relationship
management is one of the effective tool to identify, establish and maintain relationship with the
customers.
HISTORY OF CRM
44
newer software systems and advanced tracking features have vastly improved CRM capabilities
and the real promise of CRM is becoming a reality. As the price of newer, more
customizable Internet solutions have hit the marketplace; competition has driven the prices down
so that even relatively small businesses are reaping the benefits of some custom CRM
programs .In the beginning…The 1980’s saw the emergence of database marketing,
which was simply a
catch phrase to define the practice of setting up customer service groups to speak individually to
all of a company’s customers. In the case of larger, key clients it was a valuable tool for keeping
the lines of communication open and tailoring service to the clients needs. In the case of smaller
clients, however, it tended to provide repetitive, survey-like information that cluttered databases
and didn’t provide much insight.
45
where before companies had difficulty supporting the enormous amounts of information. The Int
ernetprovided new possibilities and CRM took off as providers began moving toward Internet
solutions.. CRM enabled the development of new strategies for more cooperative work between t
hese differentdivisions through shared information and understanding, leading to increased
customer satisfaction from order to end product. Today, CRM is still utilized most frequently by
companies that rely heavily on two distinct features: customer service or technology. The three
sectors of business that rely most heavily on CRM – and use it to great advantage -- are financial
services, a variety of high tech corporations and the telecommunications industry. They also
track changes in investment habits and spending patterns as the economy shifts. Software
specific to theindustry can give financial service providers truly impressive feedback in these
areas. In recent years however, several factors have contributed to the rapid development and
evolution of CRM.
Advances In Information Technology
The Growth In Service Economy.
Customer expectations are changing almost on a daily basis. Newly empowered customers, who
choose, how to communicate with the companies’ various available channels.
46
The speed of business change, requiring flexibility and rapid adoption to technologies.. In the
current era of hyper competition, marketers are forced to be more concerned with customer
retention and customer loyalty.
DEFINITION:-
47
Implementing CRM:
Information
Processes
Technology
Applications
Design new cross-functional business processes (where required)
48
Develop Functional Specifications (client-side services)
Product Configuration
Staff Training
Tie-in’s over time: The greater the effort a customer spends on a relationship over time,
the greater the customer’s stake in helping to ensure that the relationship works and the
more convenient and loyal the customer becomes.
49
50
Objective of the study of CRM
CRM, in its broadest sense, means managing all interactions and business with customers. This
includes, but is not limited to, improving customer service. A good CRM program will
allow a business to acquire customers, service the customer, increase the value of the customer to
the company, retain good customers, and determine which customers can be retained or given a
higher level of service. A good CRM program can improve customer service by facilitating
communication in several ways:
Provide a mechanism to track all points of contact between acustomer and the company, and
do it in an integrated way so that all sources and types of contact are included, and all users
of the system see the same view of the customer (reduces confusion).
51
Provide a fast mechanism for handling problems andcomplaints (complaints that are resolved
quickly can increasecustomer satisfaction).
Provide a fast mechanism for correcting service deficiencies(correct the problem before other
customers experience thesame dissatisfaction).
52
To know, how to maintain relationship with customer
Pitfalls to avoid:
1. Every part of the company’s marketing effort should be geared towards building lifetime
relationships.
2. People want to do business with friendly people. To have effective relations a friendly attitude
must permeate in the organization.
4. The company should always be flexible to bend its rules and procedures in the client’s favour.
5. The company should communicate with its customers even when it is not trying to sell
something.
6. The company can communicate and develop stronger customer bonding by providing financial
and social benefits.
53
7. The company should try to know all its customers including their lifestyles, hobbies, likes and
dislikes etc.
8. The company should make it a point to deliver more than what is promised.
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1. From which source you came to know about Reliance Jio?
GRAPHICAL REPRESENTATION
3rd Qtr
34% 2nd Qtr
21%
INTERPRETATION
The above data shows that, nearly 34% of the customers were aware of Jio through Word of
Mouth, 29% of customers got awareness through Newspaper, 21% through Advertisement and
16% through Hoardings.
2. Since how long you are using Reliance JIO services?
55
a Less than a year 82 48%
b 2 – 3 months 35 21%
c 4 – 5 months 49 29%
d Non users 04 2%
TOTAL 170 100%
GRAPHICAL REPRESENTATION
2 - 3 months
21%
INTERPRETATION
The above data depicts that, 48% use Jio services less than a year, 29% use 4-5 months, 21% use
the Jio services for 2-3 months and 2% are non users of Jio.
56
d Goodwill 12 07%
TOTAL 170 100%
[Source - Primary Data]
GRAPHICAL REPRESENTATION
Schemes
58%
INTERPRETATION
The respondents of 22% have been convinced to Jio for its connectivity, 58% of the respondents
for its schemes,13% for its advertising and 7% for the Goodwill of the Company.
4. Which service do you like most while using the Reliance Jio services?
57
GRAPHICAL REPRESENTATION
Data Services
50%
Call Rate
29%
INTERPRETATION
The above representation explains, the most likely used services offered by Jio to the
respondents. The data services offered by Jio are mostly likely used byb50% of the respondents
whereas the call rate is used by 28 % of the users, 14% for network coverage and value added
services with 8% respondents
58
SERVICES PROVIDER
All services
2%
Unlimited SMS services
12% Unltimited Calling SER
26%
INTERPRETATION
The above diagram explains about why the customers had opted for Jio services. About 43% of
the respondents for all the services offered by Jio, whereas, 15% for unlimited calling services,
35% for the unlimited data services and 7% for unlimited SMS services.
GRAPHICAL REPRESENTATION
59
Calls from Customer Care
Yes
100%
INTERPRETATION
The above representation explains that the customer care from Reliance Jio makes calls to all the
Jio services users.
GRAPHICAL REPRESENTATION
60
Frequency of Customer Care Calls
4th Qtr Daily
7% 29%
Once a month
14%
Once a week
50%
INTERPRETATION
The above graphical presentation explains the frequency of customer care calls from Jio to the
users. It makes 50% of calls at least once a week, 29% daily, 14% once a month and 7% rarely.
GRAPHICAL REPRESENTATION
61
Reasons why Customer Care Call
Value Added Services Information regarding new Schemes
Complaints Verification Other Queries
15% 27%
7%
51%
INTERPRETATION
The above representation explains the reasons why the Jio customer care centre calls the
customers. The Value Added Services scale for 27%, information regarding new schemes scale
51%. Complaint verification is 7% and the other queries are 15%.
GRAPHICAL REPRESENTATION
62
Satisfaction
Yes
22%
No
78%
INTERPRETATION
The above graphical representation explains how satisfied are the Jio users are with its services.
71% of the users are more satisfied than 29% of the users are not.
GRAPHICAL REPRESENTATION
63
Jio Services
Others
4%
Android Upgrdation
10%
Calling Congestion
17%
Improve Network
69%
INTERPRETATION
The above interpretation explains on what aspects Reliance Jio should be improved.
69% improve in Network Coverage, 17% in removing Call Congestion, 10% in upgradation in
Android Version and 4% in others.
GRAPHICAL REPRESENTATION
64
Recommendation
No
14%
Yes
86%
INTERPRETATION
The above representation explains the review about the recommendation made by the Jio users to
the non-users. Whereby, 86% of the respondents would recommend to others and 14% would not
recommend.
GRAPHICAL REPRESENTATION
65
Uniqueness of Jio
schemes
4%
high internet speed
23%
low cost
73%
INTERPRETATION
The above graphical representation explains how unique Jio is from other network providers. Its
High Internet Speed ranges 23%, low cost 73% and Schemes 4%.
FINDINGS
From the survey taken, the source of awareness about Reliance Jio has mostly taken place
through Mouth Publicity with a percentage of 34% and next through Newspaper with a ratio
of 28%.
The most number of Jio services are being used by 48% of the users with less than a year.
It is the Schemes offered by Jio for which 58% of the Reliance Jio users are more convinced
with this feature.
50% of the users are most likely to use Data Services offered by Reliance Jio.
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The feature of Unlimited Calling and Unlimited Data Services has attracted 50% of the
customers towards Reliance Jio.
The Reliance Jio regularly takes a review or feedback regarding the services offered by Jio
from its customers to make them aware of the schemes and make necessary changes if any
for the welfare of the users.
71% of the Jio users are more satisfied with the services offered by Jio whereas, 29% seem
dissatisfied.
Through survey it is identified that 69% of the respondents insist in improving the Network
Coverage and 17% in removing the call congestion
SUGGESTIONS
In today’s era the Reliance JIO must focus on rural areas to get the people attention and gather
the rural people interest. Because most of rural people are not having the knowledge about
Reliance JIO.
Spread out the awareness about Reliance JIO in deep rural areas.
67
Remove (exterminate) the problem of calling congestion & call drop.
Make the advertisement of Reliance JIO by putting hoardings, boards, posters, and neon
(electric) sign boards in every areas. It should be highlighted punch line “LYF DEKHO LYF
JAISI”.
Get the feedback from existing customers about Reliance JIO and take the reference for
making new customers.
We should try building a good relationship with all retailers, praise, recognition & honour on
several occasions for our retailers would help a lot.
The customer care people and also employees in Reliance JIO should try to convey brand
Reliance JIO while talking to people.
Enhance the market penetration & shares in every market and give the high competition to
others company.
CONCLUSION
Reliance JIO has become a very successful brand in India & providing customer satisfaction is to
be there main motive. It provides unlimited free calling and data services & SMS on the move as
people are more dependent on it in their daily lives like wide network coverage and good 4G
services. Because 3G services was unable to meet out customer needs and wants.
Providing customer satisfaction is the most crucial step of the company as they are to be satisfied
and provides Internet access on the move such as Wide network coverage and good 4G services
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as they are important and technology advanced stuff required by almost everybody in today’s
environment.
Reliance JIO is a home brand company and a very emerging brand in India and will be
successful in overseas market in upcoming years. It possesses congestion free & wide network,
attractive 4G schemes & customer services to cover one of the widest areas.
From the details it can be concluded that 80% of Reliance JIO users preferred to remain with
Reliance JIO and fully satisfied. Also good number of customers who are willing to switch from
their respective subscribers showed interest in Reliance JIO. Reliance JIO is capturing the wide
area of Indian markets increasingly day by day.
The customers find Jio services qualitative not only with respect to telecom in recovering the
customer complaints, but also in maintenance of healthy relationships with their accounts.
Hence, these statistics imply a bright future for the company. It can be said that in near future,
the company will be booming in the telecom.
BIBLIOGRAPHY
Year
BOOK NAME AUTHOR Of Publishing Publisher/Edition
Addison-Wesley
A BUSINESS GUIDE TO
Professional IT –
CRM Jill Dyche 2009
Series.
69
CONTEMPORARY & Taylor & Francis
MARKETING STRATEGY Robert J. Galka 2013 Group
V. Kumar
THE DEFINITE GUIDE TO & 2013 Edition - 2
CRM Werner Reinartz
Web sites
• http://searchcrm.techtarget.com/definition/CRM
• https://www.webopedia.com/TERM/C/CRM.html
• http://profit.ndtv.com/stock/reliance-communications-ltd_rcom/
SEARCH ENGINE :
www.google.com
QUESTIONNAIRE
I kindly request you to spare your valuable time in filling up the following questionnaire.
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1. From which source you came to know about Reliance JIO?
a). News paper
b). Advertisement
d). Hoardings
a). Connectivity
b). Schemes
c). Advertisements
d). Goodwill
4. Which service do you like most while using the Reliance Jio services?
71
a). Data services
a). Yes
b). No
a). Daily
c) .Once in month
d).Rarely
72
8. For what reason do the customer care call?
c).Complaints
d).Other queries
a) Yes
b).No
d).Others
73
a) Yes
b).No
THANK YOU
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