1

PROJECT REPORT ON

“Sales and Marketing function”

SUBMITTED BY

DHRUV SAINI

Impartial fulfilment for the award of the degree of

Bachelor of business administration

Amity global business school

Noida Uttar Pradesh

June 2021
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DECLARTION

I hereby declare that the project word entitled “sales and marketing

function” submitted to amity global business school is a record of original

work done by me

And this project work is submitted in the partial fulfilment of the

requirement of the the award of degree of bachelor of business

administration

DATE:-30 June 2021.

DHRUV SAINI
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ACKNOWLEDGEMENT

I take this opportunity to express my deep sense of gratitude, thanks and regard

towards all of those who have directly or indirectly helped me in the successful

completion of this project. I am highly indebted to mr. sanchit who allowed me to

take training at ss sales corporation pvt ltd and for his guidance and constant

supervision as well as for providing necessary information regarding the project and

also for his support in completing the project.

I am grateful to all faculty members of amity global business school Jyoti ma’am

who has willingly helped me in the successful completion of this project

sincerely

DHRUV SAINI

DATE 30 June 2021

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TABLE OF CONTENTS

CHAPTER 1:INTRODUCTION

Sales
Marketing
Digital marketing
History

CHAPTER 2:PROFILE OF SS SALES

Formation
Promoter
Business focus
mission statement
Vision statement
Quality policy
Capital structure
Distribution of network
Mangement
Products and services
Ratings and awards
SWOT analysis of ss sales

CHAPTER 3:OBSERVATION OF STUDY

Digital marketing
Transformation from traditional to digital marketing
Journey of ss sales in digital marketing
Objectives of ss sales digital marketing
Ss sales digital marketing products services

CHAPTER 4: REVIEW OF LITERATURE

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CHAPTER 5: RESEARCH METHODOLOGY

Scope
Objectives
Limitations
Data collections sources

CHAPTER 6 :DATA ANALYSIS

CHAPTER 7: DATA INTERPRETATIONS

Findings of the study

SWOT analysis in ss sales digital marketing

CHAPTER 8: CONCLUSION

CHAPTER 9: RECOMMENDATIONS

CHAPTER 10: BIBLIOGRAPHY

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INTRODUCTION

Definition of sales:

A person or organisation expressing an interest in acquiring the offered item of value

is referred to as a potential buyer, prospective customer, or prospect. Buying and

selling are understood to be two sides of the same "coin" or transaction. Both seller

and buyer engage in a process of negotiation to consummate the exchange of values.

The exchange, or selling, process has implied rules and identifiable stages. It is

implied that the selling process will proceed fairly and ethically so that the parties

end up nearly equally rewarded. The stages of selling, and buying, involve getting

acquainted, assessing each party's need for the other's item of value, and determining

if the values to be exchanged are equivalent or nearly so, or, in buyer's terms, "worth

the price". Sometimes, sellers have to use their own experiences when selling

products with appropriate discounts.

Although the skills required are different, from a management viewpoint, sales is a

part of marketing. Sales often form a separate grouping in a corporate structure,

employing separate specialist operatives known

as salespersons (singular: salesperson). Selling is considered by many to be a sort

of persuading "art". Contrary to popular belief, the methodological approach of

selling refers to a systematic process of repetitive and measurable milestones, by

which a salesman relates his or her offering of a product or service in return enabling

the buyer to achieve their goal in an economic way.

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While the sales process refers to a systematic process of repetitive and measurable

milestones, the definition of the selling is somewhat ambiguous due to the close

nature of advertising, promotion, public relations , and direct marketing.

Selling is the profession-wide term, much like marketing defines a profession.

Recently, attempts have been made to clearly understand who is in the sales

profession, and who is not. There are many articles looking

at marketing, advertising, promotions, and even public relations as ways to create a

unique transaction.

Many believe that the focus of selling is on the human agents involved in the

exchange between buyer and seller. Effective selling also requires a system approach,

at minimum involving roles that sell, enable selling, and develop sales capabilities.

Selling also involves salespeople who possess a specific set of sales skill and the

knowledge required to facilitate the exchange of value between buyers and sellers

that is unique from marketing and advertising.

Within these three tenets, the following definition of professional selling is offered by

the American society for training and development (ASTD):

The holistic business system required to effectively develop, manage, enable, and

execute a mutually beneficial, interpersonal exchange of goods or services for

equitable value.

Team selling is one way to influence sales. Team selling is "a group of people

representing the sales department and other functional areas in the firm, such as

finance, production, and research and development". (Spiro) Team selling came about
 8
in the 1990s through total quality management (TQM). TQM occurs when companies

work to improve their customer satisfaction by constantly improving all their

operations.

Definition of marketing:

Marketing is currently defined by the American market association (AMA) as "the

activity, set of institutions, and processes for creating, communicating, delivering,

and exchanging offerings that have value for customers, clients, partners, and society

at large".However, the definition of marketing has evolved over the years. The AMA

reviews this definition and its definition for "marketing research" every three

years. The interests of "society at large" were added into the definition in 2008. The

development of the definition may be seen by comparing the 2008 definition with the

AMA's 1935 version: "Marketing is the performance of business activities that direct

the flow of goods, and services from producers to consumers". The newer definition

highlights the increased prominence off other stakeholders in the new conception of

marketing.

Recent definitions of marketing place more emphasis on the consumer relationship,

as opposed to a pure exchange process. For instance, prolific marketing author and

educator, Philip khotler has evolved his definition of marketing. In 1980, he defined

marketing as "satisfying needs and wants through an exchange process", and in 2018

defined it as "the process by which companies engage customers, build strong

customer relationships, and create customer value in order to capture value from

customers in return". A related definition, from the sales process

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engineering perspective, defines marketing as "a set of processes that are

interconnected and interdependent with other functions of a business aimed at

achieving customer interest and satisfaction".

Besides, customers some definitions of marketing highlight marketing's ability to

produce value to shareholders of the firm as well. In this context, marketing can be

defined as "the management process that seeks to maximise returns to shareholders

by developing relationships with valued customers and creating a competitive

advantage". For instance, the charted institute of marketing defines marketing from a

customer-centric perspective, focusing on "the management process responsible for

identifying, anticipating and satisfying customer requirements profitably".

In the past, marketing practice tended to be seen as a creative industry, which

included advertising, distribution and selling, and even today many parts of the

marketing process (e.g. product design, art director, brand management, advertising,

inbound marketing, copywriting etc.) involve the use of the creative arts. However,

because marketing makes extensive use of social

science, psychology, sociology, mathematics, economics, anthropology and neuroscie

nce, the profession is now widely recognised as a science. Marketing science has

developed a concrete process that can be followed to create a marketing plan.

Chapter 2
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PROFILE OF SS SALES

If ever there was a man with a mission it was Sunil Saini, founder and chairman

of SS SALES born in traditional family in Delhi. Mr Sunil started its financial

career at the age of 18 and from then own he built this company opening

branches in various states and doing business in different cities and countries he

built this firm its like a family to him. It was founded in 2004 by Mr Sunil

himself .

BUSINESS FOCUS

SS S ales mission is to be the world class business firm. The objective is to

build sound customer franchise across district business as to to be the preferred

provider of the hardware services for the target retail and wholesale customer

segment, and to achieve healthy growth in profitability, consistent with bank

risks appetite. Ss sales business philosophy is based on four keys values -

operational excellence, customer focus, product leadership and people.

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VISION STATEMENT OF SS SALES

The ss sales is committed to maintain the highest level of ethical standards,

professional integrity and regulatory compliance . Ss sales business philosophy

is based on-

-operational excellence

-customer focus

-product leadership

-people

-business strategy

-delivering high quality customer service

-develop innovative products and services that attract targeted customers.

-maintaining current high standards for assets quality through disciplined credit

risk management.

QUALITY POLICY

Security;-the firm provides long term financial security to thier policy

Trust:-the firm appreciates the trust placed by their policy holders in the firm.

Hence it will aim to manage their investment very carefully and live upto their

trust
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Innovation:-the firm recognises the need of the customer and develop

innovation products to meet their needs.

CHAPTER 3

OBSERVATION OF STUDY

DIGITAL MARKETING

Digital marketing is the component of marketing that

utilises internet and online based digital technologies such as desktop

computers, mobile phones and other digital media and platforms to promote products

and services. Its development during the 1990s and 2000s, changed the way brands

and businesses use technology for marketing. As digital platforms became

increasingly incorporated into marketing plans and everyday life, and as people

increasingly use digital devices instead of visiting physical shops, digital marketing

campaigns have become prevalent, employing combinations of search engine

optimisation (SEO), search engine marketing (SEM), content marketing, influence

marketing, content automation, campaign marketing, data-driven marketing, e-

commerce marketing, social media marketing, social media optimisation, e-mail

direct marketing , display advertising, e-books, and optical disk and games have

become commonplace. Digital marketing extends to non-Internet channels that

provide digital media, such as television, mobile phones (sms and mms), callback,
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and on-hold mobile ring tones. The extension to non-Internet channels differentiates

digital marketing from online marketing.

TRANSFORMATION FROM TRADITIONAL TO

DIGITAL MARKETING

In the world that is constantly changing, adaptability is a key characteristic; that

should be owned by a business. Technology is growing continuously, and in

order to remain moving through targeted goals, businesses need to constantly

upgrade their plan as well as their marketing strategies. After the internet was

introduced, there was a massive change in marketing. Businesses are no longer

only using a traditional way to advertise their products or services and are

shifting towards a more modern way called digital marketing. The broad scope

of the internet is a great opportunity for large growth especially for businesses

that upgrade their digital marketing budget. Marketing is a concept that has

always evolved through the years. Traditional marketing that uses old mediums

such as boards, pamphlets, radio, television, etc., are shifting towards digital

marketing that focuses on digital platforms with ads.

The world is digitalised and a more modern and technological approach is

needed in today’s marketing but various traditional marketing strategies are still

used today. A strong business is a business that can adapt to any situation, being
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well-prepared to face the challenge. The key point of an effective marketing

strategy is an adaptive trait that is able to constantly change based on relevant

and accurate data. In order to reach targeted customers in the most effective

ways, your marketing strategy should not merely depend on one precise type of

marketing, because both traditional and digital marketing can work together and

reinforce your brand message that you are portraying. The focus needs to be on

how to blend different marketing approaches, reaching maximum results

effectively.

Traditional vs Digital: The Different Characteristics

Fast-growing technology demands a more digitalised solution and switches

some parts of the traditional marketing approach that has been used for

years. Traditional marketing strategies emphasise on selling products while

modern marketing emphases more on discovering the needs of the

customer and escalating the customer satisfaction through modern methods

like social media marketing. This modern method focuses on how to

communicate to the audience, understanding their needs, and giving them

the maximum satisfaction so they will come back again later to make that

purchase.
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Digital Marketing allows businesses, especially small businesses to expand

more easily while earlier with traditional marketing this was a small

possibility. As the digital marketing world is very broad and the trend

always changes, it is an important note that digital marketers should

remain updated and understand what is going on. Brands can use various

tools for digital marketing such as social media marketing, Search Engine

Optimisation (SEO), email marketing, mobile marketing (SMS, MMS in-

app marketing), content marketing, etc. Modifying the business’s website

is an important step to begin your digital marketing campaign and a

business should ensure that it attains the potential customer and creates the

best customer experiences.

According to also see biz, digital marketing gives brands a big chance to

compete in a global-scale market reaching bigger audiences. Businesses

nowadays do not need to do a lot of work on printed ads, direct mail, TV

ads, etc., and waiting for their message to grasp their audience. Digital

marketing is an effective approach to reach the targeted audience with very

accurate and specific demographics as well as reaching a wider audience.

With this benefit, traditional marketing becomes more outdated, moreover,

now customers find it easier to skip an advertisement if they aren’t

interested in it.
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The massive growth of digital marketing doesn’t mean that businesses

should completely neglect the traditional marketing strategy. It is true that

digital marketing is a hype topic and is still growing today, but traditional

marketing strategies are able to strengthen your message and complete

your marketing strategies. Therefore, it is important for marketers to know

that these two approaches together can be used to support one another. It is

crucial to know the difference as well as the advantages and disadvantages

of those two strategies, so do not exclude them from each other.

THE SCOPE OF DIGITAL MARKETING

More than half of consumers discover companies through social media news

feeds. Companies can reach almost 1 million customers via Instagram alone,

and More than 9 million businesses use Facebook to connect with consumers.

Companies leverage social media platforms for both business-to-business

(B2B) and business-to-consumer (B2C) digital marketing campaigns.

• B2B: To generate leads, B2B marketers are active on social media

platforms like LinkedIn and Twitter. They also often rely on PPC

campaigns to reach their target audiences without spending too much

money.
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• B2C: B2C marketers focus on improving brand awareness and attracting

customers to their websites and products using social media platforms

like Facebook, Twitter, Instagram, and Pinterest.

While posting ads and content on Facebook and other popular platforms

continue to be an effective way to reach your target market, the scope of digital

marketing encompasses much more than just social media. In addition to social

media, savvy businesses also employ the following methods to reach new

audiences while building (and maintaining) their brand awareness:

• Paid search: Marketers pay Google and other search engine companies a

fee whenever someone types in your keyword, and their ad is shown at

the top of the search results (“PPC” model).

• Organic (or natural) search: This method takes more finesse than PPC

since marketers are using keyword analysis and other search engine

optimisation (SEO) methods to naturally push their content to the top of

the list of natural search results on Google and other search engines.

• Email marketing campaigns: Believe it or not, email marketing

campaigns (if done properly) are still very effective at reaching your

target market, and they’re also very accessible for small businesses.
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• Content marketing: Publishing helpful articles, guides, tutorials, and other

online content (in addition to webinars and podcasts) that engages your

target audience is the essence of content marketing.

• Webinars: This is a great way to provide something of value to target

consumers while also promoting your brand and products.

• Podcasts: Compelling audio content is another way to reach your

audience and can be used in conjunction with other media for broader

marketing campaigns.

Digital marketing trends evolve each year as more companies enter the

space and new technologies emerge. Looking ahead to 2021, here are some

trends that will help continue to shape this space.

JOURNEY OF SS SALES IN DIGITAL MARKETING

The emphasis of SS SALES has always been digitalising the entire enterprise in

every aspect . The firm began its digital journey in 2018 by launching its site

and e commerce website for dealing of hardware since then, the firm has

progressed on this journey, having a developed mobile site and subsequently a

mobile application for its customer . The firm has implemented a strong data

warehouse and analytics through com system and also implemented a robust
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analytics on credit and lending through enterprise data warehouse and Basel

programs.

Customer convenience is central to the concept of being digital . As a part of

firms “go digital “ offering it launched . An initiative that virtually transform a

smartphone into market .

The focus of digital is all about speed and design . In this regard the firm

deployed a strong organisation and underwriting platform, coupled with

intelligence from credit bureau data. It was able to approve and disburse loans

on items within 10 seconds a unique achievement of marketing sector .

OBJECTIVES OF SS SALES DIGITAL MARKETING

The objectives of ss sales is to offer services, interfaces and products in a way

that customer can interchangeably consume them through any digital channel to

be every customer primary seller and reduction in physical transaction.

CHAPTER 4

REVIEW OF LITERATURE
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A number of researches have been conducted open digital and net marketing ad

its adoption, development and perils. Due to shortage of time and resources a

review of all the past researches could not be mention in this project . So here

are some of them.

A number of research papers and articles provide a detailed insight on Internet

Marketing. The findings from the literature are presented below:- Internet

marketing has been described simply as ‘achieving marketing objectives

through applying digital technologies’ (Chaffey et al., 2009). Digital marketing

is the use of technologies

to help marketing activities in order to improve customer knowledge by

matching their needs (Chaffey, 2013). In the developed world, companies

have realised the importance of digital marketing. In order for businesses

to be successful they will have to merge online with traditional methods

for meeting the needs of customers more precisely (Parsons, Zeisser,

Waitman 1996). Introduction of new technologies has creating new

business opportunities for marketers to manage their websites and achieve

their business objectives (Kiani, 1998). Online advertising is a powerful

marketing vehicle for building brands and increasing traffic for

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companies to achieve success (Song, 2001). Expectations in terms of

producing results and measuring success for advertisement money spent,

digital marketing is more cost-efficient for

measuring ROI on advertisement (Pepelnjak, 2008).

Today, monotonous advertising and marketing techniques have given way to

digital marketing. In addition, it is so powerful that it can help revive the

economy and can create tremendous

opportunities for governments to function in a more efficient manner

(Munshi, 2012). Firms in Singapore have tested the success of digital

marketing tools as being effective and useful for

achieving results. (Teo, 2005). More importantly, growth in digital marketing

has been due to the rapid advances in technologies and changing market

dynamics (Mort, Sullivan, Drennan, Judy,

2002).

In order for digital marketing to deliver result for businesses, digital content

such as accessibility, navigation and speed are defined as the key characteristics

for marketing (Kanttila, 2004). Other tried and tested tool for achieving success

through digital marketing is the use of word-of-mouth WOM on social media

and for making the site popular (Trusov, 2009). In addition, WOM is

linked with creating new members and increasing traffic on the website which

in return increases
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the visibility in terms of marketing.

Social media with an extra ordinary example Facebook has opened the

door for businesses to communicate with millions of people about products

and services and has opened new marketing

opportunities in the market. This is possible only if the managers are fully

aware of using the communication strategies to engage the customers and

enhancing their experience (Mangold,

2009). Marketing professional must truly understand online social

marketing campaigns and programs and understand how to do it effectively

with performance measurement indicators. As

the market dynamics all over the world are changing in relation to the

young audience accessibility to social media and usage. It is important that

strategic integration approaches are adopted in organisations marketing

communication plan (Rohm & Hanna, 2011). With the above reviews we

can assume that GST is a tax reform which will change the scenario of the

country as a support for this review study.

INSPIRATION

Sunil saini and sanchit saini MD of ss sales has taken the opportunity to take

the firm digitally.

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CHAPTER 5

RESEARCH METHODOLOGY

SCOPE OF RESEARCH:

The research mainly covers the various digital products and services offered by

ss sales and there impact on customers and employes.

OBJECTIVE OF RESEARCH:

The current study was undertaken to achieve the following stand objectives:

1. To study the popularity of digital marketing among the customer of ss sales.

2. To analyse the awareness amongst customer using digital

marketing.

3. To know about the digital marketing services provided by ss sales.

4. To know the cause why customer are using or not using digital

marketing.

5. To know various challenges faced by customer in using digital

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Marketing.

6. To analyse how digital marketing has been useful to ss sales.

LIMITATIONS OF STUDY:

1. It was difficult to understand all the different aspects of digital marketing in

a spam of 5 weeks.

2. Our area of project was limited to few places in Delhi . There was no

such coverage.

3. Customers were not cooperating fully due to various feature.

4. Problem with the internet due to various issues difficulty in

connecting to customer

DATA COLLECTION SOURCES

PRIMARY DATA SOURCES:

-market survey

-interaction with customers

- interaction with employees and the public

- questionnaire regarding digital marketing for both cutomers as

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Well as employees.

SECONDARY SOURCES:

- internet

- previous projects

- firm data

CHAPTER 6

DATA ANALYSIS

The data collected from the questionnaire and other sources is tabulated and

analysed through pie charts so results can be presented as simple as possible.

From customers point of view

Q1: Do you use net/mobile marketing?

YES:60%

NO:40%
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YES NO

INTERPRETATIONS:

60% of people use net marketing and 40% of people are unaware or do not

want to use net marketing?

Q2: What type of marketing would you like to do over the internet?

• Personal marketing

• Business transaction

• Both
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business transaction personal both

INTERPRETATION

85% of the people use internet for business transaction. 5% of people use it for

personal transaction and 10 % use it for both business transaction as well as

personal transaction.

Q3: What are the most important reason you opted for digital marketing?

• Convenience
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convenience to save time safe and secure
easy to maintain banking transaction

• To save time

• Safe and secure

• Easy to maintain business transaction

INTERPRETAION

56% people opted digital marketing because it saves time and other 35% has

opted digital marketing as it’s convenient. 5% has opted because it’s safe ans

secure and 4% has opted because it’s easy to maintain business transactions
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daily weeky fortnightly monthly

Q4: How often do you use digital marketing services?

• Daily

• Weekly

• Fortnightly

• Monthly

INTERPRETATION:

66% people use digital marketing weekly, 25% uses it daily other 7% use on

fortnightly basis and 2% use it on monthly basis.

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Q5: Do you think human is important for business relation?

• Completely

• Somewhat

• Unsure

• Not at all

completely somewhat unsure not at all

INTERPRETATION
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53% customers think that humans are important for business relations, 28% of

customers think that humans are somewhat important,14% customers are

unsure about importance of human in business relation while 5%of customers

are completely disagree with the importance of humans in business relations

Q6:How do you think firm can improve their relationship with customer

through the use of digital marketing?

• Differentiation through lifestyle appeal

• Monitoring internet usage to ascertain which features are popular

• Better communication through easily dispersed and answered e mail

• Others

INTERPRETATION

14% of the customer think firm can improve their relationship with people by

monitoring their internet usage to ascertain which features are popular, 22% of
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Differentiation through lifestyle appeal
Monitoring internet usage to ascertain which features are popular
Better communication through easily dispersed and answered e mail
other

customer think firm can improve their relationship with customers through

differentiation of lifestyle appeal , 46% of customers think firm can improve

their relationship with better communication via emails and 18% of customers

think that the other sources are needed.

Q7: What are the main challenges you face in digital marketing?

• Overall difficulty of digital marketing

• Lack of assistance

• Security concern

• Limited services

• Dependence on internet
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overall difficulty of digital marketing lack of assistance
security concern limited services
dependence on internet others

• Others

INTERPRETATION:

5%of the customer face difficulty because of lack of assistance, 5% customers

have difficulty while using digital marketing. 20%of have security concern,

10% feels services are limited in digital marketing.

5% face other problem and 55% feels that main challenge with digital banking

is dependency on internet.

Q8: How often do you visit your firm per month?

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• Not at all
• 1 to 3 times
• 3 to 8 times
• 8 to 12 times
• Over 12 times

not at all 1 to 3 times 3 to 8 times 8 to 12 times over 12 times

INTERPRETATION
 excellent very good good fair poor
35

10% of customers who are using net marketing do not go to banks even once a

month. 40% customers go to 1 to 3 times in a month. 30% of customers go 3 to

8 times in a month 10% customers go 8 to 12 times in a month and 10 % of

customers who are not using digital marketing go to firm 12 times in a month

Q9: How would you rate overall experience with ss sales digital marketing

facilities?

• Excellent
• Very good
• Good
• Fair
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• Poor

INTERPRETATION

18% of customers rate ss sales digital marketing services as an excellent one

,28%rate as very good. 38% of customers feels that digital marketing services is

fair and 6% of the customer are not satisfied with their service.

FROM THE EMPLOYEES PONIT OF VEIW

Q1:What percentage of your activities are carried over the internet?

• 0% to 25%
• 25% to 50%
• 50% to 75%
• 75% to 100%

INTERPRETATION
 0% to 25% 25% to 50% 50% to 75% 75% to 100%

37

2% of employee’s carry 0% to 25% of their activities over internet, 25% to 50%

activities over internet, 5% employees carry 75% to 100% of activities over

internet and majority of employees that is 68% employees carry 50% to 75% of

their activities on internet

Q2: How has digital marketing benefited you?

• Enables me to do my job effectively

• Is user friendly
• Enables me to contact customers easily
• Is flexible enough for me
• Any other

INTERPRETATION
 38
enables me to do my job effectively is user friendly
enables me to contact customers easily is flexible enough for me
any other

14% of employees think digital marketing has enabled them do to their job

effectively, 22% thinks its user friendly. 22% of employees think it enables

them to contact customer easily. 35% think its flexible for them

And 7% have other benefits.

Q3: How satisfied are you in working with e channels?

• Highly satisfied
• Satisfied
• Neutral
 39

• Dissatisfied

highly satis fied satisfied neutral disatisfied

INTERPRETATION

12% of the employees are highly satisfied in working through e-channels. 27%

of the employees are satisfied in working through e channels. 6% of employee’s

are neutral in working with e-channels and 55% employees are dissatisfied

working with e-channels

Q3: What are drawbacks of digital marketing?

• Reduced job opportunities

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• Dependency on internet
• Effects relationship with customers
• Security issues
• Any others

reduced job opputunity dependency on internet

effects relationshipwith cutomers security issues
any other

INTERPRETATION

18% of employees think that drawbacks of digital marketing is reduced job

opportunities. 37% people feel the drawbacks is dependency on internet. 18%

people think that it effects the relationship with customer and 25% employees

think that there are security issues. 2% employees think there are some other

draw backs
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CHAPTER 7

DATA INTERPRETATION

FINDINGS OF THE STUDY:

1. The majority of the respondents use digital marketing services of ss sales.

2. The customers of ss sales use digital marketing mostly for business

dealings.

3. The majority of customers use digital marketing because it saves time and

is more convenient than traditional banking.

4. The customers use digital marketing services mostly because of their faster

service and ease of use.

5. Mostly the customer use ss sales digital marketing service weekly.

6. The majority of respondent felt challenge digital marketing services is

dependent on internet, while some of them had security concern.

7. The major portion of respondents felt that human contact is necessary for

building relationship.

8. It would encourage most of the customer to do more digital marketing if the

services were simpler and clearer.

9. Digital marketing has reduced the number of customer frequency visiting

the firm.
 42
10. Maximum customer are happy with the digital marketing service of ss sales

11. Almost all of the work employees are satisfied with digitalisation of

marketing service.

12. Much of the work is performed digitally by ss sales.

13. Most of the employees believe that drawbacks of digitalisation is its

dependency on internet and it might highly affect the relationship with

customer.

SWOT ANALYSIS OF DIGITAL MARKETING IN SS SALES

STRENGTHS:

1. It offers superior and user friendly technology.

2. Anywhere anytime marketing. Further instant information is available to

user as soon as the transaction takes place.

3. Cost advantage

4. Faster response to customer queries and doubts.

5. Improved management, transparency and accountability.

6. With developed technology firm are reaching more and more remote

location allowing rural people an access.

7. Ability to introduce new products and services quickly.

8. 24 hours account access.

9. Diverse services at one place.

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10. Improved operational efficiency

11. Competitive advantage by services such as 10 sec order, and first one to

introduce robotic assistance.

WEAKNESSES:

1. Lack of awareness among some of the existing customers regarding internet

marketing.

2. Obsolesce of technology takes place very soon.

3. The usage of internet marketing is dependent on internet which means

when the server is down the system is paralysed.

4. Security concerns

5. Costlier transaction costs in comparison to other banks

6. Implantation of new technology is a little bit complicated.

OPPORTUNITIES:

1. Approximately 40% of the people are not using using internet marketing in

Delhi.

2. With demographic changes over the years in terms of income level and risk

standard of living, demand for sophisticated and competitive retail

marketing services has risen, firm need to tap the market by delivering

solutions
 44
3. Better development in areas like risk management and customer

relationship management.

4. Advancement in IT base to avoid system failure.

5. Can use new technology and innovations to serve customer better and gain

competitive advantage and build brand image.

6. It holds immense potential for market expansion in Delhi.

THREATS:

1. One of the major threat is that it is not secure all the time. Lately, there have

been cases where cyber criminals have tricked users through spam sites,

social media etc to give out their personal information.

2. High transaction cost for firm if their customer do not transact online

because huge investment goes into setting up of internet marketing system.

3. In times of fierce competition if the firms do not timely do not timely

upgrade technology, they will have to face and suffer losses as well as

profits.

4. The legal and regulatory framework suffers some loopholes which allows

criminals to take advantage of the situation. It needs to be more stringent

5. Lack of customer loyalty

6. Proportion of workforce incapable of handling e marketing business results

in inefficiency.
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7. Threat from other firm which provide cheap services and have

comparatively higher market share than ss sales.

8. Political instability which results in frequent internet breakage and have

immensely impact on digital scenario of firm in Delhi

CHAPTER 8

CONCLUSION:

The introduction of new technology has been changing the attire of marketing.

The brick and mortar marketing is slowly giving place to click of the the mouse

[Link] is aiding globalisation and integration of financial market

across the globe. Customers expectation for the new product and alternatives

delivery channels have been rising. Firms are under pressure to offer today,

what customers would be expecting tomorrow. Thanks to the innovations and

spread of new technology, firms today offers the customer a choice to conduct

his business across the country over phone or via computer.

Studying the project we came to know that internet marketing is clearly the way

forward for ss sales. It provides comfort to customers at the same time it

provides cost cutting to ss sales by eliminating physical documentation. Internet

marketing saves time of firm as well as customers.

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Study provides that internet marketing provides a greater reach to customers.

Feedback can be obtained easily in internet as it is virtual in nature . Personal

attention can be given by firm to the customer also quality services can be

served.

Firm should know that no system is perfect, however a system of such type

needs to be very secure. This a system which holds account details and

customers wealth.

If such a system was not reliable then ss sales would face serious law and can

loose business.

The study has been an eye opener, Asit discussed and bought to light various

issues of internet in marketing in ss sales in Delhi as a whole. Ss sales has been

able to step forward and experiment with new technologies and achieve

success. From the research internet dependency, trust and security emerged as

the main issues in the minds of the customer, thus I provide a solution to the

firm suggesting them to build a strong system security not only attract customer

but also develop their trust on firm.

From the survey it is evident that most of the people tend to check their account

online, transfer money through online service, bill payments, still they feel it

safe as personally going to the firm and handling cash. The level of worry I

think is about trust, customer don’t feel confident enough to carry large

financial transaction through internet.

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After studying the SWOT analysis, I came to know that various strengths of ss

sales such as quality customers service, greater reach, easy access, easy online

applicant etc.

In weaknesses we came to know about some of the major weaknesses, there is

lack of awareness of internet marketing amongst the customer, obsolesce of

technology related to security, complicated procedures availing internet banking

facilities, lack of knowledge among some employees of ss sales . Ss sales

should concentrate on their weaknesses and make them zero in number.

In the third segment of SWOT analysis I, dealt with opportunities like

40%market of internet market is untapped, improvement in areas of risk

management and CRM, more customer awareness etc.

By encashing such opportunities firm can become leader in marketing sector of

India. In last segment I came to know about various challenges faced by ss

sales, like sameness in IT infrastructure within various firms, maintaining

secured IT infrastructure, alternative mechanism in case of failure of present

security system. The company can I suppose take advantage of the reputation it

has created in the market and become more competitive.

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CHAPTER 9

RECOMMENDATIONS

There is lot to learn about internet marketing as there are many weakness the

firm needs to work on. From the survey, it can be seen that main problem faced

is dependency on internet. It can be seen that though internet marketing is

available still customer visit firm. Going through the survey I came to know

most of the customer are unaware of digital marketing and some do not how to

use digital marketing.

Many customer who use ss sales digital marketing claim that the services

charges higher than those of other firm and thus don’t prefer internet marketing.

I also came to know that many people have security concern and have their fear

of their account being hacked.

Providing the best security services is needed at the hour, it has been surveyed

that maximum account holder are youth or businessmen.

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If proper training is given by the firm employees to the customer to open an

account online and how to handle it, it's going to be beneficial for both

customers and employees.

The user. Interface of websites and applications should be friendly enough

from where customers can easily access their accounts. From the survey I also

concluded that firm has kind of weak relationship with its customer in Delhi.

And its CRS activities are comparatively lesser than other firm in Delhi.

From this scenario I think following suggestions can help overcoming these

problems:-

1. The firm should make some efforts to familiarise the customer to various

services through demonstration.

2. The firm should take steps to create a trust in mind of customers and adopt

more upgraded techniques to make customer feel comfortable.

3. Effective awareness campaign should be undertaken.

4. The firm should reduce its various services charges.

5. More marketing strategies are needed by the firm along with the high level

advertisement.

6. Since digital marketing is mostly used by the people for their business use,

firm should take some measure to attract businessmen.

7. The firm should take measures to improve its relationship with the

customers. CSR policies may help the firm in gaining more customers trust.
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CHAPTER 10

BIBLOGRAPHY
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BOOKS REFERRED