This document is a project report submitted by Sai Srinivas Kotni to the Indian Institute of Technology in Kharagpur, India to fulfill requirements for a Master of Business Administration degree. The report analyzes customer care services across the e-commerce industry in India, with a focus on benchmarking Snapdeal's services against its competitors. The report includes a literature review on different business models, a description of the project scope and methodology, results from a questionnaire assessing customer perceptions of major e-commerce sites, and conclusions and recommendations.
Flipkart implemented a CRM system to centralize customer data, improve the customer experience across channels, and increase customer retention. The CRM system allowed Flipkart to gain valuable customer insights, run targeted marketing campaigns, improve demand forecasting and inventory management, and enhance after-sales customer service. As a result, Flipkart saw increased sales, higher repeat customer rates, and faster growth.
Consumer behaviour in online shopping and comparisonAmitkumarsingh376
In this you can find about the details about what is the behavior of consumer towards online shopping, along this i had also added a comparison between two top online marketers which are mostly in trend i.e., comparison between Flipkart and Amazon.
Hope you Guys enjoy it, and may this project may provide good knowledge to you all
Thank You
Crm in axis bank stage 2 mid-review of the projectRajnish Dubey
This document provides an outline for a project on customer relationship management (CRM) in Axis Bank. It includes an introduction to CRM, the role of CRM in banks, an overview of Axis Bank, and planned sections on analyzing the current banking scenario, customer retention strategies, and the benefits of retention marketing. The project will be completed by a group of 5 students - Mangesh Jadhav, Rajnish Dubey, Sadiq Quadric, Sonia Sharma, and Varun Gupta.
Baby Care Business in Indian Ecommerce SpaceNejo Varghese
This document provides an overview of the baby care business in Indian e-commerce. It discusses factors driving e-commerce success and challenges faced. Technologies important for online success are also examined, including payment processing, mobile applications, and cloud-based models. The growing Indian baby industry is described as well as opportunities and challenges in the e-commerce baby product segment. Case studies of online baby shops are presented and strategies for success are proposed.
“Consumer Perception Towards Online Grocery Stores”abhijit055
The document discusses online grocery shopping in India. It provides background on the growth of e-commerce in India, noting that online retail makes up about 15% of the e-commerce market. Online grocery shopping is still developing in India. The document then discusses several Indian companies that have launched online grocery stores to tap into the growing e-commerce sector.
Final project report CUSTOMER SATISFACTION LEVEL FOR CONSUMERS WITH REFEREN...Arham Bothra
Here are the key details about Flipkart:
- Flipkart is one of India's leading e-commerce marketplaces, founded in 2007 and headquartered in Bengaluru.
- It was founded by Sachin Bansal and Binny Bansal as an online bookstore and later expanded into other product categories like mobile phones, electronics, apparel, etc.
- Flipkart offers over 80 million products across more than 80 categories on its platform.
- It has over 100 million registered users and more than a million third-party sellers.
- The company aims to provide fast delivery to customers all across India through its logistics and supply chain operations.
This document summarizes a study on the Tata CLIQ online shopping app in Madurai and Karaikudi districts in India. The study examines consumer buying behavior toward online shopping on the Tata CLIQ app. A total of 600 samples were used to test hypotheses about user preferences for online shopping and trends in India. The study finds that online shopping has increased in India, especially during COVID-19 lockdowns. It analyzes factors influencing consumer motivations for online shopping like price, design, and delivery on the Tata CLIQ app. The study aims to improve customer satisfaction with online shopping.
Flipkart implemented a CRM system to centralize customer data, improve the customer experience across channels, and increase customer retention. The CRM system allowed Flipkart to gain valuable customer insights, run targeted marketing campaigns, improve demand forecasting and inventory management, and enhance after-sales customer service. As a result, Flipkart saw increased sales, higher repeat customer rates, and faster growth.
Consumer behaviour in online shopping and comparisonAmitkumarsingh376
In this you can find about the details about what is the behavior of consumer towards online shopping, along this i had also added a comparison between two top online marketers which are mostly in trend i.e., comparison between Flipkart and Amazon.
Hope you Guys enjoy it, and may this project may provide good knowledge to you all
Thank You
Crm in axis bank stage 2 mid-review of the projectRajnish Dubey
This document provides an outline for a project on customer relationship management (CRM) in Axis Bank. It includes an introduction to CRM, the role of CRM in banks, an overview of Axis Bank, and planned sections on analyzing the current banking scenario, customer retention strategies, and the benefits of retention marketing. The project will be completed by a group of 5 students - Mangesh Jadhav, Rajnish Dubey, Sadiq Quadric, Sonia Sharma, and Varun Gupta.
Baby Care Business in Indian Ecommerce SpaceNejo Varghese
This document provides an overview of the baby care business in Indian e-commerce. It discusses factors driving e-commerce success and challenges faced. Technologies important for online success are also examined, including payment processing, mobile applications, and cloud-based models. The growing Indian baby industry is described as well as opportunities and challenges in the e-commerce baby product segment. Case studies of online baby shops are presented and strategies for success are proposed.
“Consumer Perception Towards Online Grocery Stores”abhijit055
The document discusses online grocery shopping in India. It provides background on the growth of e-commerce in India, noting that online retail makes up about 15% of the e-commerce market. Online grocery shopping is still developing in India. The document then discusses several Indian companies that have launched online grocery stores to tap into the growing e-commerce sector.
Final project report CUSTOMER SATISFACTION LEVEL FOR CONSUMERS WITH REFEREN...Arham Bothra
Here are the key details about Flipkart:
- Flipkart is one of India's leading e-commerce marketplaces, founded in 2007 and headquartered in Bengaluru.
- It was founded by Sachin Bansal and Binny Bansal as an online bookstore and later expanded into other product categories like mobile phones, electronics, apparel, etc.
- Flipkart offers over 80 million products across more than 80 categories on its platform.
- It has over 100 million registered users and more than a million third-party sellers.
- The company aims to provide fast delivery to customers all across India through its logistics and supply chain operations.
This document summarizes a study on the Tata CLIQ online shopping app in Madurai and Karaikudi districts in India. The study examines consumer buying behavior toward online shopping on the Tata CLIQ app. A total of 600 samples were used to test hypotheses about user preferences for online shopping and trends in India. The study finds that online shopping has increased in India, especially during COVID-19 lockdowns. It analyzes factors influencing consumer motivations for online shopping like price, design, and delivery on the Tata CLIQ app. The study aims to improve customer satisfaction with online shopping.
The document provides a project report on customer relationship management (CRM). It discusses the importance of CRM in building long-term relationships with customers. It outlines the aims of CRM, including converting prospects to customers, repeat customers to clients, clients to advocates, and advocates to partners. The report also examines why CRM is important, how to introduce it in a company, its significance in the textile industry, and conceptualizes a study on CRM practices in a textile firm.
The cutting edge for business today is e-commerce.It means dealing in goods and services through the electronic media and internet. On the internet, it relates to a website of the vendor, who sells products or services directly to the customer from the portal using a digital shopping cart or digital shopping basket system and allows payment through credit card, debit card or EFT (Electronic fund transfer) payments. E-commerce or E-business involves carrying on a business with the help of the internet and by using the information technology like Electronic Data Interchange (EDI).
This document is a study on customer preferences for online grocery shopping in the National Capital Region of India. It includes an introduction to online grocery shopping, the current industry landscape, and competitors in the online grocery market in the NCR. The study examines customer preferences and behaviors through a literature review and survey. It analyzes the survey data and presents findings on factors influencing customers' consideration of online grocery shopping versus traditional shopping.
Arvind Internet a division of Arvind Limited Internship Project Reportkunal mittal
Omni Channel for better customer experience and retail Profitability, Arvind Internet, IIP Report, Industrial Internship, Retail Report, Internship Project, Brief Introduction to Omni channel
This document summarizes a study on the buying decisions of men regarding shirts from single brand showrooms versus multi-brand retail outlets. It provides background on the growth of branded menswear in India. The objectives are to understand factors influencing brand and store selection. Previous related studies examined brand preference, impact of advertising, and customer shopping behavior in modern retail formats. The methodology involved a survey of 200 men in Erode, India regarding their demographic details, purchase patterns, and ratings of showroom factors. Results found that education level, income, and marital status influence purchases. Brand quality and status were highly ranked factors. Single brand and multi-brand showrooms were rated on location, service, product variety, pricing and payment options. The
E-commerce Banks On Artificial Intelligence For Better Decision AbilityeTailing India
The company is working on an artificial intelligence (AI) solution that will give it an edge over rivals by helping it make smarter decisions in ordering, distribution and pricing products on its platform. Ultimately, the AI system will allow Flipkart to boost efficiency and reduce the cost of products for customers.
“We are trying to predict how many units of what we will sell. This is a very complex thing that is dependent on a variety of inputs such as price, discount or if an event, such as Diwali or Christmas is coming up,” said KrishnenduChaudhury, principal scientist and head of image sciences at Flipkart.
ICICI Bank is India's largest private sector bank that offers a wide range of banking products and services. It uses customer relationship management (CRM) strategies to better understand customers and build long-term relationships. ICICI Bank collects customer data through application forms and centralized software to customize offerings and cross-sell products. It faces challenges like poor customer service, high fees, and aggressive debt collection practices. Suggestions to improve customer service include reducing fees, establishing gentler debt recovery procedures, and addressing complaints about ATM availability and transactions.
A study on Customer Perception and How to increase uptake for Refurbished Mo...Ravikumar Prajapati
What are things of people about refurbished smartphone in Gujarat market?
How to increase awareness about refurbished smartphone?
Which place to focus for create a target of customers?
2 a project report on internet as a marketing toolJimish Panchal
This document is a project report submitted by Kartik Raichura to the University of Mumbai in October 2005 on the topic of "Internet as a Marketing Tool". The report provides an overview of internet usage growth in India, discusses the effectiveness of the internet in reaching audiences compared to traditional media, profiles typical Indian internet users, and identifies product categories and advertising options suited for online marketing. The report aims to study the future of marketing in the emerging digital economy.
Customer relationship management at Maruti SuzukiSrinivas D
1) Maruti Suzuki implemented Microsoft Dynamics CRM 4.0 to directly communicate with customers and better understand their needs and retain customers. This is unlike the previous model where Maruti communicated through dealers who then communicated with customers.
2) Maruti collects customer data from various sources like dealers, call centers, service centers which is then analyzed using data warehousing and mining techniques to understand customers for direct marketing, cross-selling of services, and customer retention.
3) Data analysis techniques are used to target the right customers for direct marketing campaigns and identify related products to cross-sell to existing customers to increase sales. This helps improve customer satisfaction and retention.
Project On Online grocery_MBA Marketingsagar reddy
1) To study the perception of grocery retailers towards click and brick model in Bangalore.
2) To understand the impact of brick and click model on customer retention.
3) To understand the customer willingness to purchase grocery online from local
retailers.
Complete idp report on 'Consumer Behavior towards online shopping in Jamnagar...Darshana Chauhan
This document provides an introduction to e-commerce and online shopping. It discusses how the growth of the internet and technology has enabled firms to promote products and services online. Online shopping has witnessed unprecedented growth in recent years in India due to innovations like cash on delivery that address issues like lack of credit card usage. Understanding consumer behavior towards online shopping can help companies leverage e-commerce effectively. The document presents an overview of how online shopping has risen and its impact on consumer purchasing habits.
The document is a study report on customer expectations from online marketing with respect to Flipkart.com. It includes:
1. An acknowledgement section thanking the guiding professor and institution.
2. An executive summary briefly outlining that the study analyzes customer expectations from Flipkart's online marketing techniques and concludes they have made online shopping simple and attracted more customers.
3. An industry analysis section covering the history and development of e-commerce globally and in India, including statistics on market size and key players.
This document discusses e-commerce and its key aspects. It begins with definitions of e-commerce as business conducted electronically over the internet. It then outlines different e-commerce models like business-to-consumer, business-to-business, and consumer-to-consumer. The document also discusses advantages of e-commerce such as its global reach and 24/7 availability, as well as potential disadvantages like uncertainty over product quality. It provides statistics on the rapid growth of e-commerce.
The document provides an overview of the conceptual framework for a project on analyzing an e-commerce company in India called Future Bazaar India Limited. The analysis will slice the company into various aspects of its lifecycle from conceptualization to realization. It will highlight key entities in the e-commerce domain and discuss topics like strategies, anomalies, dominant players, customer centricity, and inputs from the project team. The summary will analyze the company from its founding to current operations and strategies.
How the changing consumer trends due to change in technology and political scenario in India has induced the growth for ecommerce industry with snapdeal as the business model for analysis
This document is a project report submitted by Sudhanshu kumar sah to the Computer Society of India on creating an e-commerce website using J2EE, HTML, and MySQL. It acknowledges the guidance provided by Computer Society of India and two individuals. The contents section provides an outline of topics to be covered in the report, including introduction, history, electronic commerce, customers, product selection, payment, delivery, shopping cart systems, design, advantages, and disadvantages. It also includes an introduction to the project and certificates of completion.
This document is a dissertation submitted by Mukut Barman to Gauhati University in partial fulfillment of a Master of Commerce degree. The dissertation examines the impact of online shopping on consumer buying behavior in Guwahati, India. Barman conducted primary and secondary research over 3 months, including surveys. The study found that while online shopping is growing in Guwahati, consumers still prefer cash payments due to security concerns. Product categories like apparel and electronics are most popular online. The dissertation makes recommendations for building consumer trust in online shopping.
Summer internship report at ifortis corporate VenkatasaiMalla
The document discusses Sandesh Andavarapu's summer internship report at IFortis Corporate. It provides an overview of IFortis, describing its evolution from an IT services company to establishing its own headquarters in India. It outlines IFortis' vision of providing dedicated client service and mission of creating employment opportunities. It also describes AaramBh 3.0, IFortis' virtual youth festival to be held in August 2021 featuring various digital events. Sandesh discusses sales and marketing funnels, the sales process, overcoming objections, and provides Netflix as a case study of an effective sales funnel.
This document provides an overview of Flipkart, an Indian e-commerce company. It discusses Flipkart's founding in 2007, its focus on online book sales and later expansion, funding rounds, growth, and vision to become a $20 billion company by 2020. The document also summarizes Flipkart's organizational structure, internal and external communication strategies, marketing approaches, competitors, and analysis of its strengths, weaknesses, opportunities, and threats. It briefly describes a major crisis faced by Flipkart on its Big Billion Day sale in 2014.
Zapzhoop is an ecommerce company that started in 2012 with the goal of being India's largest online retailer. It operates an online shopping portal that offers domestic and international products across various categories like books, electronics, apparel and more. The company aims to provide affordable prices, fast delivery, a great customer experience and unique product selections on its website.
The document provides a project report on customer relationship management (CRM). It discusses the importance of CRM in building long-term relationships with customers. It outlines the aims of CRM, including converting prospects to customers, repeat customers to clients, clients to advocates, and advocates to partners. The report also examines why CRM is important, how to introduce it in a company, its significance in the textile industry, and conceptualizes a study on CRM practices in a textile firm.
The cutting edge for business today is e-commerce.It means dealing in goods and services through the electronic media and internet. On the internet, it relates to a website of the vendor, who sells products or services directly to the customer from the portal using a digital shopping cart or digital shopping basket system and allows payment through credit card, debit card or EFT (Electronic fund transfer) payments. E-commerce or E-business involves carrying on a business with the help of the internet and by using the information technology like Electronic Data Interchange (EDI).
This document is a study on customer preferences for online grocery shopping in the National Capital Region of India. It includes an introduction to online grocery shopping, the current industry landscape, and competitors in the online grocery market in the NCR. The study examines customer preferences and behaviors through a literature review and survey. It analyzes the survey data and presents findings on factors influencing customers' consideration of online grocery shopping versus traditional shopping.
Arvind Internet a division of Arvind Limited Internship Project Reportkunal mittal
Omni Channel for better customer experience and retail Profitability, Arvind Internet, IIP Report, Industrial Internship, Retail Report, Internship Project, Brief Introduction to Omni channel
This document summarizes a study on the buying decisions of men regarding shirts from single brand showrooms versus multi-brand retail outlets. It provides background on the growth of branded menswear in India. The objectives are to understand factors influencing brand and store selection. Previous related studies examined brand preference, impact of advertising, and customer shopping behavior in modern retail formats. The methodology involved a survey of 200 men in Erode, India regarding their demographic details, purchase patterns, and ratings of showroom factors. Results found that education level, income, and marital status influence purchases. Brand quality and status were highly ranked factors. Single brand and multi-brand showrooms were rated on location, service, product variety, pricing and payment options. The
E-commerce Banks On Artificial Intelligence For Better Decision AbilityeTailing India
The company is working on an artificial intelligence (AI) solution that will give it an edge over rivals by helping it make smarter decisions in ordering, distribution and pricing products on its platform. Ultimately, the AI system will allow Flipkart to boost efficiency and reduce the cost of products for customers.
“We are trying to predict how many units of what we will sell. This is a very complex thing that is dependent on a variety of inputs such as price, discount or if an event, such as Diwali or Christmas is coming up,” said KrishnenduChaudhury, principal scientist and head of image sciences at Flipkart.
ICICI Bank is India's largest private sector bank that offers a wide range of banking products and services. It uses customer relationship management (CRM) strategies to better understand customers and build long-term relationships. ICICI Bank collects customer data through application forms and centralized software to customize offerings and cross-sell products. It faces challenges like poor customer service, high fees, and aggressive debt collection practices. Suggestions to improve customer service include reducing fees, establishing gentler debt recovery procedures, and addressing complaints about ATM availability and transactions.
A study on Customer Perception and How to increase uptake for Refurbished Mo...Ravikumar Prajapati
What are things of people about refurbished smartphone in Gujarat market?
How to increase awareness about refurbished smartphone?
Which place to focus for create a target of customers?
2 a project report on internet as a marketing toolJimish Panchal
This document is a project report submitted by Kartik Raichura to the University of Mumbai in October 2005 on the topic of "Internet as a Marketing Tool". The report provides an overview of internet usage growth in India, discusses the effectiveness of the internet in reaching audiences compared to traditional media, profiles typical Indian internet users, and identifies product categories and advertising options suited for online marketing. The report aims to study the future of marketing in the emerging digital economy.
Customer relationship management at Maruti SuzukiSrinivas D
1) Maruti Suzuki implemented Microsoft Dynamics CRM 4.0 to directly communicate with customers and better understand their needs and retain customers. This is unlike the previous model where Maruti communicated through dealers who then communicated with customers.
2) Maruti collects customer data from various sources like dealers, call centers, service centers which is then analyzed using data warehousing and mining techniques to understand customers for direct marketing, cross-selling of services, and customer retention.
3) Data analysis techniques are used to target the right customers for direct marketing campaigns and identify related products to cross-sell to existing customers to increase sales. This helps improve customer satisfaction and retention.
Project On Online grocery_MBA Marketingsagar reddy
1) To study the perception of grocery retailers towards click and brick model in Bangalore.
2) To understand the impact of brick and click model on customer retention.
3) To understand the customer willingness to purchase grocery online from local
retailers.
Complete idp report on 'Consumer Behavior towards online shopping in Jamnagar...Darshana Chauhan
This document provides an introduction to e-commerce and online shopping. It discusses how the growth of the internet and technology has enabled firms to promote products and services online. Online shopping has witnessed unprecedented growth in recent years in India due to innovations like cash on delivery that address issues like lack of credit card usage. Understanding consumer behavior towards online shopping can help companies leverage e-commerce effectively. The document presents an overview of how online shopping has risen and its impact on consumer purchasing habits.
The document is a study report on customer expectations from online marketing with respect to Flipkart.com. It includes:
1. An acknowledgement section thanking the guiding professor and institution.
2. An executive summary briefly outlining that the study analyzes customer expectations from Flipkart's online marketing techniques and concludes they have made online shopping simple and attracted more customers.
3. An industry analysis section covering the history and development of e-commerce globally and in India, including statistics on market size and key players.
This document discusses e-commerce and its key aspects. It begins with definitions of e-commerce as business conducted electronically over the internet. It then outlines different e-commerce models like business-to-consumer, business-to-business, and consumer-to-consumer. The document also discusses advantages of e-commerce such as its global reach and 24/7 availability, as well as potential disadvantages like uncertainty over product quality. It provides statistics on the rapid growth of e-commerce.
The document provides an overview of the conceptual framework for a project on analyzing an e-commerce company in India called Future Bazaar India Limited. The analysis will slice the company into various aspects of its lifecycle from conceptualization to realization. It will highlight key entities in the e-commerce domain and discuss topics like strategies, anomalies, dominant players, customer centricity, and inputs from the project team. The summary will analyze the company from its founding to current operations and strategies.
How the changing consumer trends due to change in technology and political scenario in India has induced the growth for ecommerce industry with snapdeal as the business model for analysis
This document is a project report submitted by Sudhanshu kumar sah to the Computer Society of India on creating an e-commerce website using J2EE, HTML, and MySQL. It acknowledges the guidance provided by Computer Society of India and two individuals. The contents section provides an outline of topics to be covered in the report, including introduction, history, electronic commerce, customers, product selection, payment, delivery, shopping cart systems, design, advantages, and disadvantages. It also includes an introduction to the project and certificates of completion.
This document is a dissertation submitted by Mukut Barman to Gauhati University in partial fulfillment of a Master of Commerce degree. The dissertation examines the impact of online shopping on consumer buying behavior in Guwahati, India. Barman conducted primary and secondary research over 3 months, including surveys. The study found that while online shopping is growing in Guwahati, consumers still prefer cash payments due to security concerns. Product categories like apparel and electronics are most popular online. The dissertation makes recommendations for building consumer trust in online shopping.
Summer internship report at ifortis corporate VenkatasaiMalla
The document discusses Sandesh Andavarapu's summer internship report at IFortis Corporate. It provides an overview of IFortis, describing its evolution from an IT services company to establishing its own headquarters in India. It outlines IFortis' vision of providing dedicated client service and mission of creating employment opportunities. It also describes AaramBh 3.0, IFortis' virtual youth festival to be held in August 2021 featuring various digital events. Sandesh discusses sales and marketing funnels, the sales process, overcoming objections, and provides Netflix as a case study of an effective sales funnel.
This document provides an overview of Flipkart, an Indian e-commerce company. It discusses Flipkart's founding in 2007, its focus on online book sales and later expansion, funding rounds, growth, and vision to become a $20 billion company by 2020. The document also summarizes Flipkart's organizational structure, internal and external communication strategies, marketing approaches, competitors, and analysis of its strengths, weaknesses, opportunities, and threats. It briefly describes a major crisis faced by Flipkart on its Big Billion Day sale in 2014.
Zapzhoop is an ecommerce company that started in 2012 with the goal of being India's largest online retailer. It operates an online shopping portal that offers domestic and international products across various categories like books, electronics, apparel and more. The company aims to provide affordable prices, fast delivery, a great customer experience and unique product selections on its website.
•Customer acquisition and Customer Retention for company and basic knowledge on Digital Marketing.
•Social Media Marketing and surveyed the market to understand the consumer needs in the Digital Era.
Aditya Raj ntcc Research paper - for merge.docxAditya Raj
- Digital marketing is a term that means to market a product digitally. It can be social media marketing, Email marketing, Search engine optimization, Search engine marketing, What’s app marketing, etc. As the name of the topic is Perception of Consumers towards digital marketing it means how consumers perceive digital marketing as it depends on their mindset. It creates a negative impact on the minds of the consumer as well as it also creates a positive impact on the minds of the consumer. It is helpful for the marketer and many firms in many different ways as digital marketing helps organizations and business firms to scale their organization as well as business firms also. Components of digital marketing include Pay per click, Content marketing, Affiliate marketing, mobile marketing, marketing Search engine optimization, Search engine marketing, and google analytics also.
Key word – Digital Marketing
Digital marketing is that type of terminology which is generally confused with the terminology online marketing. Digital marketing is the technique of publicizing goods and a company that offers products and services on an online platform. In simple words, we can able to tell that digital marketing gets distinguished from traditional marketing because it indulges the utilization of online techniques and process that permits business and organization to keep an eye on the betterment of their marketing campaign in a frequent way to know properly whether it will work or not. The 21st century has already experienced an advancement in web presence in almost every company. An Email was the most commonly used and a long time ago the existing technology permits people to handle it more easily. Customer Relationship Management systems had been utilized in an area for a few years to handle the records. Few companies had already put their banners on their websites with the same thought for preferred promotion. Companies with positive thinking generally worked for their search engine strategy and some of them are working with their affiliates. This is online marketing so online marketing members or experts have already started to come forward. Digital Marketing is the most commonly utilized and its common form is the websites of the organization or the main centre of all its online functions. To get drive capable traffic for a website and to motivate the same customer, savvy marketers indulge in a mixture of content marketing, affiliate marketing, mobile marketing, email marketing, Search Engine marketing, advertising, etc.Gangeshwer’s (2013), this research paper focuses on useful information available for online shopping and influencing conditions for e-commerce. In the 21st century with the speedy growth in the utilization of the internet, an online platform is ready to perform a very crucial task in giving a fresh chance to both huge and compact organizations. And the hence online platform is fated to evolve in generating earnings through sales or geograph
The document provides a summary of the individual's academic and professional experience. It includes details about their educational qualifications like higher secondary school percentage and degrees obtained. It also lists internship and work experience at various advertising and marketing firms between 2008-2010 including roles in account planning, client servicing, and creative development. Hobbies and areas of passion are also mentioned.
Maxwell Ranasinghe gave a presentation on online customer care. He discussed how the world is becoming more digital with people relying on electronic devices to solve problems and make purchases. This has led to rapid growth of e-commerce. To remain competitive in e-commerce, businesses need to focus on superior online customer service. Maxwell then outlined several issues customers often face with online purchases and highlighted the importance of meeting high customer expectations for service. He provided tips for businesses to improve their online customer service, including enabling self-service options, personalizing support, addressing customer reviews, improving response times, and using metrics to optimize processes.
The document discusses a research project report submitted by Ranvijay Singh to fulfill the requirements of a Master's degree in Business Administration. The report examines customer satisfaction and promotional activities of Reliance Trends to increase customers. It includes sections on introduction, industry profile, company profile, literature review, research methodology, data analysis, findings and recommendations.
Modern World has witnessed tremendous growth of e-commerce industry in term of volume of business and its acceptance among the customers. It has really posed a question on traditional commerce module so as many of them has associated or converted themselves into e-commerce. The question remains whether all of India has been included in it or only urban population is availing the facilities available via e-commerce; and secondly are the online customers fully satisfied and do not expect anything else save what is offered right now ? In this research we have tried to find out answer to these questions so as the customer can share their experiences and perceptions towards the e-commerce business module and how the relationship could be better by identifying areas of improvement and inclusion for the e-commerce industry to make the relationship fruitful.
This report consist of complete description of how digital marketing affect small and medium enterprises in current scenario and it's advantages for advertising with all possible research methodology
0601027 analysis of customer relationship managementSupa Buoy
Hi Friends
This is supa bouy
I am a mentor, Friend for all Management Aspirants, Any query related to anything in Management, Do write me @ supabuoy@gmail.com.
I will try to assist the best way I can.
Cheers to lyf…!!!
Supa Bouy
CUSTOMER RELATIONSHIP MANAGEMENT OF GIFT SHOP START UP IN WESTERN ODISHAParv Poddar
“CUSTOMER RELATIONSHIP MANAGEMENT OF GIFT SHOP START UP IN WESTERN ODISHA” is submitted for the award of the degree of M. Com to Government Autonomous college, Rourkela, Sundargarh embodies the result of bonafide research work carried by PARV PODDAR , having ROLL NO 19PCOM029 based on my own work carried out during the course of study
The document is a project report submitted by Ankush Sinha for their summer internship at Vodafone East Ltd. It includes:
1. Acknowledgements thanking various people who helped and supported the internship.
2. Certificates from the project guide and faculty guide approving the project report.
3. Declarations and executive summary outlining the objectives and work done during the internship.
4. Table of contents and list of figures in the report.
5. Literature review of a news article on Vodafone India's bond offering and funding plans.
This report provides in depth knowledge of current digital scenario in India. In the report I have taken instances from my Summer Internship at Paisabazaar.com
The document is a report on retail e-marketing in India published by the Retailers Association of India (RAI) and Octane Marketing. Some key highlights:
- Retail is one of India's biggest and fastest growing sectors, with online retail accounting for $12.6 billion in 2014. Customers now expect connected, transparent experiences across channels.
- Personalization is important for customer engagement but only 44% of online retailers send personalized emails. Social media platforms like Facebook and festivals like GOSF have doubled customer visits and revenues for online retailers.
- Both online and offline retailers are seeking ways to deliver personalized omnichannel experiences but many still rely on mass advertising. Understanding customer expectations across
Project report on- "A study of digital marketing services" MarketerBoard
To begin with, as a part of the curriculum a summer internship programme was to be conducted for a period of two months. Given a choice one was allowed to choose the field in which he/she was interested. As my interest and curiosity was in online or digital marketing I choose to work with a startup company named Return on web. Return on web is three year old Pune based online marketing & web development firm focused on providing you business-centric strategic solutions to the companies. I choose the startup company because with start I can explore myself and why digital marketing? Because it is booming industry, the growth of digital marketing is tremendous and expected to grow more.
Due to this summer internship, I learnt every aspect of digital marketing include (business development process, content writing, social media). The company asks me to do their competitive research and told to found return on web USP. And research of our target segments digital habits. With the help of the research we got a flow of what are the major criteria’s we need to have. One had to identify various sectors in the market that actually have a need of digital marketing services. And then your task is to approach them before your competitors.
Digital marketing startup companies follow a standard process of approaching clients. There are certain steps which cannot be altered or skipped. These are followed in sequences and executed after evaluating the process again and again. In digital marketing your team should be strong enough to deliver what your client expecting, as under digital marketing everyone work is interconnected and with a team only one campaign can get ready.
An extensive literature review is done on the concepts and theories related to web advertising. A review of Research papers, articles is undertaken to take note of and acknowledge work that has been done in the field of web advertising as such. The Researcher has collected secondary data from reputed Journals and Magazines, Newspapers, articles, Internet websites and Archives. The Researcher has visited
Libraries in Pune and out of Pune, to collect literature.The researcher has identified seven research papers along with thirteen articles published in renowned journals on various topics such as Web ad, Web based ad market, E-commerce impact, trends of online marketing, consumer attitude to Web ad and sales/marketing strategy
It was an amazing experience working virtually and on field. I came to many new terminologies of digital marketing, corporate world etc. The project contain the task which has been done by me during my internship as well as what I have learnt from it.
The document discusses e-marketing and provides details about Grofers, an Indian e-commerce company that provides online grocery shopping. Some key points:
- E-marketing refers to applying marketing techniques through electronic/internet media. It has four domains: business-to-consumer, business-to-business, consumer-to-consumer, consumer-to-business.
- Grofers allows customers to order groceries online via their app and has employees deliver items from local stores. In 2015, Grofers shut down operations in 9 Indian cities due to issues like products not being available and lack of product choices.
- Suggestions to improve Grofers include concentrating on metro cities, tying up with popular
This document provides information about a summer internship project conducted at Reliance Trends to study customer satisfaction and promotional activities. It includes an introduction, declaration, acknowledgements, executive summary and table of contents. The intern conducted primary and secondary research to assess customer satisfaction levels and ways to meet customer expectations. A questionnaire was used to collect data from 50 respondents in Bangalore, which was then analyzed using bar diagrams. The findings and recommendations from the research aim to help Reliance Trends improve customer satisfaction and drive more customers through effective promotional strategies.
This document summarizes a study on customer relationship management (CRM) practices at State Bank of India (SBI) conducted by a student for their bachelor's degree. The study aims to examine SBI customers' perceptions of CRM, analyze their satisfaction with SBI's service quality, and evaluate the effectiveness of SBI's CRM strategies and practices. Primary data was collected through surveys of 200 SBI customers in Andhra Pradesh on 12 aspects of their banking experience. The data was analyzed using statistical techniques to meet the objectives of presenting customer views of CRM and assessing their satisfaction with SBI's customer service.
Here are the key details about Payso Fintech Pvt. Ltd:
- Payso Fintech Pvt. Ltd is a digital payments startup founded in 2015 and headquartered in Mumbai.
- It provides digital payment solutions and cash management services for B2B and B2C businesses with a focus on hyperlocal, shared economy, ecommerce, and retail point-of-sale.
- Payso's mission is to create innovative, reliable, secure, and seamless payment solutions to become the most preferred financial platform.
- Their products include PaysoNetwork, PaysoApp, and eMpower which allow merchants to accept digital payments via Bharat QR, UPI, and other
to study customer relationship management towards pooja industries.pvt.ltd, ...SaurabhShete11
This document is a project report submitted by Saurabh Balasaheb Shete to Savitribai Phule Pune University in partial fulfillment of the requirements for a Master of Business Administration degree. The project report studies customer relationship management at Pooja Industries, which is located in Ambad MIDC, Nashik, Maharashtra, India. The report includes a declaration by Saurabh, an acknowledgement of those who provided guidance and assistance, an executive summary of the report's contents, and an index of the report's chapters.
Ähnlich wie BENCHMARK CUSTOMER CARE SERVICE ACROSS E-COMMERCE INDUSTRY (20)
Embark on style journeys Indian clothing store denver guide.pptxOmnama Fashions
Finding the perfect "Indian Clothing Store Denver" is essential for those seeking vibrant, authentic, and culturally rich attire in the heart of Colorado. Denver, a city known for its diverse culture and eclectic fashion scene, offers a variety of options for those in search of traditional and contemporary Indian clothing. Whether you're preparing for a wedding, festival, or cultural event, or simply wish to incorporate the elegance and beauty of Indian fashion into your wardrobe, discovering the right store can make all the difference.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
The advent of AI offers marketers unprecedented opportunities to craft personalized and engaging customer experiences, evolving customer engagements from one-sided conversations to interactive dialogues. By leveraging AI, companies can now engage in meaningful dialogues with customers, gaining deep insights into their preferences and delivering customized solutions.
Susan will present case studies illustrating AI's application in enhancing customer interactions across diverse sectors. She'll cover a range of AI tools, including chatbots, voice assistants, predictive analytics, and conversational marketing, demonstrating how these technologies can be woven into marketing strategies to foster personalized customer connections.
Participants will learn about the advantages and hurdles of integrating AI in marketing initiatives, along with actionable advice on starting this transformation. They will understand how AI can automate mundane tasks, refine customer data analysis, and offer personalized experiences on a large scale.
Attendees will come away with an understanding of AI's potential to redefine marketing, equipped with the knowledge and tactics to leverage AI in staying competitive. The talk aims to motivate professionals to adopt AI in enhancing their CX, driving greater customer engagement, loyalty, and business success.
Boost Your Instagram Views Instantly Proven Free Strategies.InstBlast Marketing
Supercars use advanced materials and tech for top-speed performance. Join Performance Car Exclusive to experience driving excellence.
https://instblast.com/instagram/free-instagram-views
What Software is Used in Marketing in 2024.Ishaaq6
This paper explores the diverse landscape of marketing software, examining its pivotal role in modern marketing strategies. It provides a comprehensive overview of various types of marketing software tools and platforms essential for enhancing efficiency, optimizing campaigns, and achieving business objectives. Key categories discussed include email marketing software, social media management tools, content management systems (CMS), customer relationship management (CRM) software, search engine optimization (SEO) tools, and marketing automation platforms.
The paper delves into the functionalities, benefits, and examples of each type of software, highlighting their unique contributions to effective marketing practices. It explores the importance of integration and automation in maximizing the impact of these tools, addressing challenges and strategies for seamless implementation across different marketing channels.
Furthermore, the paper examines emerging trends in marketing software, such as AI and machine learning applications, personalization strategies, predictive analytics, and the ethical considerations surrounding data privacy and consumer rights. Case studies illustrate real-world applications and success stories of businesses leveraging marketing software to achieve significant outcomes in their marketing campaigns.
In conclusion, this paper provides valuable insights into the evolving landscape of marketing technology, emphasizing the transformative potential of software solutions in driving innovation, efficiency, and competitive advantage in today's dynamic marketplace.
This description outlines the scope, structure, and focus of the paper, giving readers a clear understanding of what to expect and why the topic of marketing software is important and relevant in contemporary marketing practices.
Efficient Website Management for Digital Marketing ProsLauren Polinsky
Learn how to optimize website projects, leverage SEO tactics effectively, and implement product-led marketing approaches for enhanced digital presence and ROI.
This session is your key to unlocking the secrets of successful digital marketing campaigns and maximizing your business's online potential.
Actionable tactics you can apply after this session:
- Streamlined Website Management: Discover techniques to streamline website development, manage day-to-day operations efficiently, and ensure smooth project execution.
- Effective SEO Practices: Gain valuable insights into optimizing your website for search engines, improving visibility, and driving organic traffic to your digital assets.
- Leverage Product-Led Marketing: Explore strategies for incorporating product-led marketing principles into your digital marketing efforts, enhancing user engagement and driving conversions.
Don't miss out on this opportunity to elevate your digital marketing game and achieve tangible results!
Dive deep into the cutting-edge strategies we're employing to revolutionize our web presence in the age of AI-driven search. As Gen Z reshapes the digital realm, discover how we can bridge the generational divide. Unlock the synergistic power of PPC, social media, and SEO, driving unparalleled revenues for our projects.
In this humorous and data-heavy Master Class, join us in a joyous celebration of life honoring the long list of SEO tactics and concepts we lost this year. Remember fondly the beautiful time you shared with defunct ideas like link building, keyword cannibalization, search volume as a value indicator, and even our most cherished of friends: the funnel. Make peace with their loss as you embrace a new paradigm for organic content: Pillar-Based Marketing. Along the way, discover that the results that old SEO and all its trappings brought you weren’t really very good at all, actually.
In this respectful and life-affirming service—erm, session—join Ryan Brock (Chief Solution Officer at DemandJump and author of Pillar-Based Marketing: A Data-Driven Methodology for SEO and Content that Actually Works) and leave with:
• Clear and compelling evidence that most legacy SEO metrics and tactics have slim to no impact on SEO outcomes
• A major mindset shift that eliminates most of the metrics and tactics associated with SEO in favor of a single metric that defines and drives organic ranking success
• Practical, step-by-step methodology for choosing SEO pillar topics and publishing content quickly that ranks fast
Conferences like DigiMarCon provide ample opportunities to improve our own marketing programs by learning from others. But just because everyone is jumping on board with the latest idea/tool/metric doesn’t mean it works – or does it? This session will examine the value of today’s hottest digital marketing topics – including AI, paid ads, and social metrics – and the truth about what these shiny objects might be distracting you from.
Key Takeaways:
- How NOT to shoot your digital program in the foot by using flashy but ineffective resources
- The best ways to think about AI in connection with digital marketing
- How to cut through self-serving marketing advice and engage in channels that truly grow your business
Lily Ray - Optimize the Forest, Not the Trees: Move Beyond SEO Checklist - Mo...Amsive
Lily Ray, Vice President of SEO Strategy & Research at Amsive, explores optimizing strategies for sustainable growth and explores the impact of AI on the SEO landscape.
Unlock the secrets to enhancing your digital presence with our masterclass on mastering online visibility. Learn actionable strategies to boost your brand, optimize your social media, and leverage SEO. Transform your online footprint into a powerful tool for growth and engagement.
Key Takeaways:
1. Effective techniques to increase your brand's visibility across various online platforms.
2. Strategies for optimizing social media profiles and content to maximize reach and engagement.
3. Insights into leveraging SEO best practices to improve search engine rankings and drive organic traffic.
Top Strategies for Building High-Quality Backlinks in 2024 PPT.pdf1Solutions Pvt. Ltd.
As we move into 2024, the methods for building high-quality backlinks continue to evolve, demanding more sophisticated and strategic approaches. This presentation aims to explore the latest trends and proven strategies for acquiring high-quality backlinks that can elevate your SEO efforts.
Visit:- https://www.1solutions.biz/link-building-packages/
The Strategic Impact of Storytelling in the Age of AI
In the grand tapestry of marketing, where algorithms analyze data and artificial intelligence predicts trends, one essential thread remains constant — the timeless art of storytelling. As we stand on the precipice of a new era driven by AI, join me in unraveling the narrative alchemy that transforms brands from mere entities into captivating tales that resonate across the digital landscape. In this exploration, we will discover how, in the face of advancing technology, the human touch of a well-crafted story becomes not just a marketing tool but the very essence that breathes life into brands and forges lasting connections with our audience.
BENCHMARK CUSTOMER CARE SERVICE ACROSS E-COMMERCE INDUSTRY
1. Applied Management Research Project
BENCHMARK CUSTOMER CARE SERVICE ACROSS
E-COMMERCE INDUSTRY
Report submitted to the
Indian Institute of Technology, Kharagpur
In partial fulfillment
For the award of the degree
of
Master of Business Administration
by
Sai Srinivas Kotni [14BM60083]
Under the guidance of
Prof. Susmita Mukhopadhyay
VINOD GUPTA SCHOOL OF MANAGEMENT
INDIAN INSTITUTE OF TECHNOLOGY KHARAGPUR
November, 2015
2. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 2
CERTIFICATE
This is to certify that the Applied Management Research Project report titled ‘Benchmark
Customer Care Service Across E-Commerce Industry’, submitted by Sai Srinivas Kotni bearing
Roll No. 14BM60083 to Indian Institute of Technology, Kharagpur, is a record of bonafide
research work under my supervision and I consider it worthy of consideration for the award of
degree of Master of Business Administration in accordance with the regulation of the Institute.
Date: _____________________
Supervisor
.
3. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 3
CERTIFICATE OF EXAMIMATION
DD/MM/YYYY
Certified that the Applied Management Research Project report titled ‘Benchmark Customer
Care Service Across E-Commerce Industry’ submitted by Sai Srinivas Kotni bearing Roll No.
14BM60083 to the Indian Institute of Technology, Kharagpur, towards the partial fulfillment of
the requirements for the award of the degree Master of Business Administration has been
accepted by the panel of examiners, and that the student has successfully defended the work in
the viva-voce examination held today.
Panel Member 1 Panel Member 2
Panel Member3 Panel Member 4
4. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 4
ACKNOWLEDGEMENT
I would like to thank my internal institute guide Prof. Susmita Mukhopadhyay for her support,
guidance and keen interest with which he helped me solve various problems concerned with the
project and for taking out his precious time amidst of her busy schedule.
This is a sincere acknowledgement to Snapdeal for giving me an opportunity to do my Applied
Management Research Project with you, thus helping me in shaping my career.
A special gratitude I give to my mentor and guide, Mr. Niranjan Kumar Kancharla, Partner
Management- Snapdeal, whose contribution in stimulating suggestions and encouragement,
helped me to progress on this project and report.
5. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 5
EXECUTIVE SUMMARY
Snapdeal created a marketplace providing technology and platform for sellers. The company
aims to expand its merchant base to one million in the next three years, Snapdeal currently
claims to offer more than five million products across 500-plus categories on its platform with
over 25 million registered users and 50,000-plus merchants.
A large number of new merchants coming in, Snapdeal as a middle man want to assure its
customer for the offerings. The number of complaints from the customers is also increasing with
the growth of the customer base of the company, so snapdeal aims to benchmark the customer
care service, to meet or exceed the customer expectations.
6. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 6
About the company (Source: snapdeal.com)
In February 2010, Kunal Bahl along with Rohit Bansal, started Snapdeal.com - India's largest
online marketplace, with the widest assortment of 12 million+ products across 500+ diverse
categories from thousands of regional, national, and international brands and retailers.
With millions of users and 150,000 sellers, Snapdeal is the shopping destination for internet
users across the country, delivering to 5000+ cities and towns in India. With its acquisition of
Freecharge in 2015, a leading mobile transactions platform, Snapdeal has become the largest
mCommerce company in the country.
In its journey till now, Snapdeal has partnered with several global marquee investors and
individuals such as SoftBank, BlackRock, Temasek, eBay Inc., Premji Invest, Intel Capital,
Bessemer Venture Partners, Mr. Ratan Tata, among others.
7. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 7
CEO
KunalBahl
COO
Rohit Bansal
PRODUCT
Anand Chandrasekaran
STRATEGY
Govind Rajan
CTO
Rajiv Mangla
LOGISTICS
Saurabh Goyal
BUSINESS
Lokesh Mamtani
BUSINESS DEVELOPMENT
Megha Ajwani
INTERNAL COM
Rasika Mathur
PRODUCT MANAGEMENT
ANkit Khanna
BUSINESS STRATEGY
Abhishek Passi
MARKETING
Sandeep Komaravelly
FINANCE
Amit Choudary
8. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 8
CONTENTS
CHAPTER 1: BACKGROUND AND MOTIVATION
CHAPTER 2: SCOPE OF THE PROJECT
CHAPTER 3: LITERATURE REVIEW
CHAPTER 4: METHODOLOGY
CHAPTER 5: QUESTIONNAIRE & RESULTS
CHAPTER 6: CONCLUSION
CHAPTER 7: REFERENCES & BIBILOGRAPHY
9. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 9
Background and Motivation
Customer satisfaction is the primary target and much wanted end result if a company wants to
create a name and remain successful. There will always be more urgent problems to take care of,
then optimizing customer care, especially in small and medium business.
So should one be investing time, energy and yes capital in this area?
With the internet and social media news travels quickly and 39% customers are more likely to
remember a bad experience. A company’s customer service policies and their customer support
system can build or break its reputation, doesn’t matter if you’re 5 or 500 member team.
52% people indicated that a good customer service experience leads them to purchase more from
the company. Great customer service can become your defining factor, the USP. In this growing
Indian market a lot of websites come up with the same basic premise in retail, and something that
sets you apart from the rest is needed to gain the trust and loyalty of the customer.
Akosha findings show that the month on month growth rate for online E-Commerce complaints,
averaged over the past 2 years is about 30%. In the first trimester of this year (Jan – Mar ‘13),
out of the 76,000 complaints registered on Akosha across all different sectors, 13.84% of them
were from E-Commerce sector. The bulk of these complaints is from Tier I cities and Delhi is at
the top with around 1700 complaints in the e-commerce sector.
Where are e-commerce sites going wrong?
Data shows that most common E-Commerce related issues amongst customers are the following:
Deficiency in Delivery – 58%
10. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 10
Pain Points -
All issues related to non delivery, delayed delivery, damaged or wrong items being delivered,
and the discrepancy between items displayed on the website and items actually delivered; they
were the points that came up most often.
Possible Solutions -
Keep your customers informed about the status of the delivery
Outsourcing logistics to multiple players and selecting the right one for different pin
codes with automated decision making backed by data
Focusing on Quality control process to make sure items are delivered correctly and
undamaged
Refund Issues – 29%
Pain Points -
Issues related to refusal or delay in processing of refunds.
Possible Solutions -
Most people are hesitant to shop online because they are unsure about the purchase and
return policies. Clearly state the company policy in easy language and somewhere its
easy to find
Publish a customer friendly returns policy, all sales may not be final. A lot of shoppers
get deterred when they see that there is no chance of refunds or returns at all
11. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 11
Others – 13%
Pain Points -
Issues not included in previous two categorizations. Some common ones are:
Difficulty in website navigation
Unclear instruction or information
Incorrect and unwanted money transactions
Streamlining Customer Service
Customers get attracted to the E-Commerce platform because it claims to offer them a
more efficient shopping experience. Don’t create customer service road blocks!
Don’t forget to improve on the basic touch points. Telephone and Email etiquettes,
proper product and shipment packaging etc.
Keep things simple but obvious. Make it as easy as possible for the customer to share
their grievances. Give them a combination of various methods of getting in touch with
you instead of just one or two
Make company policies clear and transparent. Offer comprehensive details on the About
Us page and offer an FAQ tab that clarifies smaller queries
Invest in the education and training of the customers care staff. This is the team that is on
the forefront and touch points of the company and needs further empowerment to enable
customer satisfaction. Not only do they need to be efficient in people skills, but they also
must have technical product and website related knowledge
A customer who brings up a problem doesn’t just help you identify an issue, but also gives you
the opportunity to turn a complainer into a loyal customer. No business platform is without its
obstacles and no product is perfect. How efficiently a complaint is handled decides the outcome,
whether it will result in a sale or a disgruntled customer contributing to negative publicity.
12. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 12
SCOPE OF THE PROJECT
The project is divided into two phases, the aim of the project in,
Phase I (August-November, 2015):
Is to perform primary research and find out where does Snapdeal customer care standout, when
compared to its peers in the e-commerce industry.
Steps involved
Second Research on customer care service in E-Commerce Industry
Experts Opinion
Analyzing the Ticket data provided by Snapdeal
Primary research to capture the customer perception
Phase II (January-April, 2016):
Is to study the areas where Snapdeal is falling behind and suggest strategies accordingly, to
improve Snapdeal customer care service.
13. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 13
Literature Review
Snapdeal vs. Amazon vs. Flipkart
Snapdeal Model:
In this model the E-Commerce player creates a platform for buyers and sellers and does not sell
any goods/service on its own, but offers discount coupons which can be used by buyers to avail
discount at the time of buying Good or availing Service from Merchant.
Pros of Snapdeal Model:
1. E-Commerce player is only Technology Provider therefore very less hassles
2. Cost of Operations is very Low compared to other models
3. Very Easy to Set Up Business Operations
4. Lot of upcoming Brands / Merchants are available for tie up
Cons of Snapdeal Model:
1. Ultra Low Margin Business
2. Unknown Brands and many merchants, so the website looks crowded
3. Profitable Business only if Huge Volumes can be committed to merchants
4. Quality assurance is difficult
Flipkart Model:
In this model, E-Commerce player control end to end value chain, i.e. right from procurement to
delivery is controlled by service provider. The Flipkart is now investing its resources to make
flipkart as market place, they are inviting the sellers to sell the goods on a platform created.
14. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 14
Pros of Flipkart Model:
1. Scale of Operation gives high bargaining power
2. High Margin Business
3. Probability of repeat business is high
Cons of Flipkart Model:
1. Logistics
2. Limited Product Portfolio
3. High Investments
Amazon Model: It is the mix of both Flipkart and Snapdeal, it encourages the merchants to sell
and also it stores inventory.
All the companies slowly moving towards the market place model, gradually many retail sellers
will be on-board in any of the E-Commerce websites.
15. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 15
Methodology
Literature
Review
Experts Review
Secondary
Research
Questionnaire
Participatory
Research
Primary
Research
Perceptual
mapping
Identifying the
weak regions
Analyse
the Results
16. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 16
Questionnaire and Results
17. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 17
18. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 18
19. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 19
20. You frequently buy products from
Amazon Flipkart Snapdeal PayTM Other Websites
Amazon 3
(6.25%)
14
(29.17%)
18
(37.5%)
9
(18.75%)
4
(8.33%)
5.75 48 2.94 / 5
Flipkart 2
(4.17%)
6
(12.5%)
19
(39.58%)
10
(20.83%)
11
(22.92%)
5.68 48 3.46 / 5
Snapdeal 11
(22.92%)
22
(45.83%)
10
(20.83%)
3
(6.25%)
2
(4.17%)
7.17 48 2.23 / 5
PayTM 22
(45.83%)
8
(16.67%)
10
(20.83%)
3
(6.25%)
5
(10.42%)
6.65 48 2.19 / 5
Other Websites 18
(37.5%)
18
(37.5%)
9
(18.75%)
2
(4.17%)
1
(2.08%)
7.39 48 1.96 / 5
2.55 / 5
Never Once or Twice Sometimes Often Very Often Standard Deviation Responses Weighted Average
32. Benchmark customer care service across e-commerce industry
Sai Srinivas Kotni, VGSOM, IIT Kharagpur Page 33
Conclusions
The results conclude that the snapdeal is lagging behind and has many learnings from Flipkart
and Amazon. The individual variable importance and the best practices in the industry will be
mapped accordingly in the next phase.
References & Bibliography
• http://www.iamwire.com/2013/04/navigating-through-e-commerce-customer-support-
issues/8320
• http://kwiksurveys.com/s/buh5qHoV
• http://mthink.com/article/customer-care-through-e-commerce-looking-glass/
• https://www.salesforce.com/blog/2013/06/customer-service-for-ecommerce.html
• The Rise and Rise of E-Commerce in India, Aranca Research, IBEF
• Investigating customer satisfaction dimensions with service quality of online auctions: an
empirical investigation of e-Bay, Springer-Verlag Berlin Heidelberg 2012
• www.snapdeal.com
• www.amazon.in
• www.flipkart.com
• www.paytm.com