A Summer Internship Project Report on

“A STUDY ON CRM, ROLE OF BUSINESS

DEVELOPMENT AN D RELATED MARKETING
STRATEGIES WITH RESPECT TO SMART CIRCLE
GROUP.”

Submitted in partial fulfillment of the requirements for the degree of

Master of Business Administration

(MARKETING and FINANCE)
To

ISIM

INTERNATONAL SCHOOL OF INFORMATICS AND

MANAGEMENT
Batch 2021-23

Project submitted to: Company Guide:

Prof. KAVALDEEP DIXIT Mr. HARDIK MODI

Submitted by Mr. NIKHIL MAHESHWARI

ENROLL NO: MBA RTU 4392

1
 CERTIFICATE OF ORIGINALITY

This is to certify that Project Report entitled as a study on CRM, role of business development
and related marketing strategies with respect to smart circle group. submitted to isim in partial
fulfilment of the requirement for the award of the degree of Master’s of Business
Administration is the original work carried out by Mr. Nikhil Maheshwari under the guidance
of Prof. Dr. bhumija chouhan.

The matter embodied in this project is the genuine work done by the student to the best of my
knowledge and has not been submitted to this Institute before or to any other Institute for the
fulfilment of the requirement of any course of study.

Signature of Student Signature of Guide I

Mr. NIKHIL MAHESHWARI Prof. KAVALDEEP DIXIT

Roll No. – MBA RTU 4392

Email Id:[email protected]

Mobile No.8963819638

Specialization I - Marketing

Specialization II - finance

College Stamp
Signature of Academic Chairperson

Prof. ASHOK GUPTA

2
COMPANY CERTIFICATE

3
 Company Feedback Form

21st November 2022

Nikhil Maheshwari

Smart circle group

Kailash SINGH

GOOD

GOOD

GOOD

GOOD

GOOD

GOOD

4
 ACKNOWLEDGEMENT

I take great pleasure to thank and acknowledgement the permission and allowance by Professors
I extend a whole hearted thanks to him/her under whom I worked and learned a lot and for
enlightening me with their knowledge and experience to grow with the corporate working.

Their guidance at every stage of the Project enabled me to successfully complete this project
which otherwise would not have been possible without their motivation, without the support it
was not possible for me to complete the report with fullest endeavoring.

I would like to extend my thanks to my Institute Director Dr.ashok gupta and all my Colleagues
in the company who supported me in carry out my operation successfully and generously and
provided me vital information / training regarding my project objective.

Signature of Student: Nikhil Maheshwari

Roll no: mba rtu 4392

Email Id: - [email protected]

Mobile No.- 8963819638

Specialization I – Marketing
g Specialization II – Finance

5
 INDEX

Sr. No. Contents Page. No

Title Page 1
Certificate of Originality 2
Company Certificate 3
Company Feedback Form 4
Acknowledgement 5
Index 6
List of Table 7
List of Figures and Chart 8
Executive Summary 9
1 About Company 10
2 Review of Literature 39
3 Objectives of Project 54
4 Research Methodology/ Research Design 56
5 Data Analysis and Interpretation 60
6 Findings, Conclusions and Limitations of the project 74
Recommendations 74
Learning Outcomes 76
Annexures 84
Bibliography 87

6
Executive Summary

7
 1. Executive Summary

.1 What is the project?

The project is all about understanding Customer Relationship Management, understanding the
marketing strategies and role of business development in today’s era. We have learned lead
generation strategies and how to convert the lead into sales.

We have actively participated in product sales & marketing and applied the sales strategy in
generating leads for the business by interacting with possible new partners using the B2B or B2C
channels.

.2 Definition and purpose of the project

Purpose of the project basically is – to understand the market thoroughly.

Purpose of the project:

 Understanding CRM
 Market Research
 Identifying new opportunities for business growth
 Marketing and Sales

.3 Scope of the Project

The scope of the internship project was to get to know the strategies of how to convert leads
into sales and maintaining relations with customers for repeat purchase and to know the
psychology of customers regarding their need and wants from the company. Afterall more
loyal the customer the higher will be customer equity.

8
.4 Salient Contribution of the Project

 Increasing the revenue of Smart Circle Group

 Market Research
 Increasing Brand Awareness
 Suggested company to reduce their subscription prices to gain more market share

.5 Outline of the Project report

 Marketing & Sales

 Marketing Research & Strategy Making
 Understanding CRM
 Business development

9
 CHAPTER-1
About Company

10
About Our Company
Greetings From Smart Circle Group!

Smart Circle Group Which Started With Just A Name In 2009 Has Now Become A Brand With Its Unique Idea And A Great Team Work. 14 Years Of

Togetherness With The Clients, Customers And Our Own Team Have Personally Help Smart Circle Group To Grow To The High Repute.

We Sell Our Discount Booklets, Discounts Vouchers , Smart Card & Smart Passport Through Our E-Commerce Website & Mobile App.

Smart Circle Group Has 21 Offices Across India And We Are Present In RAJASTHAN, GUJARAT, UTTAR PRADESH, MADHYA PRADESH,

UTTRAKHAND, PUNJAB, HARYANA, DELHI, And WEST BENGAL. Total Strength Of The Company Is More Than 300 Employees.

We Are Honored To Have Worked With Some Of The Most Well-Known Companies Around The World, Including: Pizza Hut, Hilton, The Lalit,

Fairmont, Marriott, Gateway Resort, Inox, Cinepolis, Radisson Blu, Cafe Coffee Day, Barista, Sheraton Group, Golden Tulip, Sarovar Group, Park Inn, ,

Fortune Group, Baskin Robbins, The Fern, Hero, Maruti, Tata, Hyundai, Honda, Mahindra, Bajaj, Sanjeev Kapoors Yellow Chilli, VLCC, Subway, Tony

& Guy, Lakme, Loreal, Matrix, Wella, Jawed Habib, Shades, Snow Planet, Tan-Sukh Kanha, Naturals, Royal Orchid, Regenta Central, US Pizza, KFC,

Uncle Sam, Vesta International, Lords Inn, Mango, TGB, Moti Mahal, Yo China, Bercos, Swarna Thai Spa, Ganga Spa, Oranz Spa, Aura Thai Spa, Fun

World, Sankalp And Many More Which In Total Is More Than 1000+ Brands Wherein It Itself Is An Achievement.

11
 0141-4007401

www.smartroadies.com 1

12
MISSION

To Develop A Smart Service Station Chain

Of Multi Brand 2W & 4W Smart Service
Station With Latest Technology Across India
With Low Investment And High Returns.
VISION

Organizing The Unorganized Sector

And Creating A Business Opportunity
For The 5000 Entrepreneurs And Via
This Generating Skilled Employment
Opportunity.
2

13
14
Smart Roadies Launched
By Respected Pratap Singh Khachriyawas Ji Food Minister Rajasthan & Ex Transport Minister, Mrs. India
2019 Shweta Mehta Modi & Smart Roadies Team

www.smartroadies.com

15
 Smart roadies team
▶ SHWETA MEHTA MODI (FOUNDER)
Entrepreneur, Mrs. India 2019 The Crown Winner,
Gold Medalist Awarded By Ex-president & Ex-
governor Of India Mrs. Pratibha Patil Ma’am,
Classical Dancer, Motivational Speaker And
Working In Her Own Capacity For Orphan Girls.

▶ HARDIK MODI (CEO)

Entrepreneur With 20 Years Of Experience In
Branding, Marketing, Advertising, Media &
Automobile Industry. Handling 1000 Client’s Brand
Promotion Pan India (Clients Like Honda, , Maruti,
Mahindra, Tata, Bajaj Etc. ) Hold’s Double MBA Degree In
Marketing & Branding And Currently Handing 10 Lac
Customers

5
16
SMART ROADIES MEETING AND TRAINING

17
 6

18
 AWARDS FOR SMART ROADIES

www.smartroadies.com 7

19
 WHY SMART ROADIES ?
 Become A Business Partner Of Smart Roadies.

 25+ Franchise Signup In Just 4 Months.

 Low Investment High Return

 Site Selection Support

 Interior Branding And LED Board

 All The Latest Equipment ( Smart Workshop )

 Manpower support with Technical Training And Market Upgrade (Smart Manpower & Training)

 Software , App Based Tablet For Business Partner And App For Customers. ( Digital Work shop)

 Grand Launching By Mrs. INDIA Shweta Mehta Modi ( Smart Promotion )

 Only Brand In India Providing Guaranteed Customers Base And Support

 Social Media , Door to Door ,Referral Marketing and more ( Pre and post launching Marketing)

 Customers Through Privilege Cards AMC (Minimum 250 To 500 Customers). ( Smart Marketing)
 Daily Monitoring And Audit and CRM Support ( Smart System )

 ROI In 9 To 12 Months. ( After ROI life time earning )

 Complete Professional Set Up & Smart Service Station With Latest Technology For All Equipment (Welcome To
Future With Smart Roadies)

 Royalty After 6 Months. (7% For 2 W & 10% For 4W On Labor Only).

20
SMART ROADIES BRAND’S SUPPORT

Hardware

Marketing Software &

And Branding Application ,
Digital Set
Up

Inventory
Business And
Expansion Inventory
Mgt.

Training And
Customer Care Operational
Setup

21
 9

22
CHAIN OF 2 & 4 WHEELER SERVICE STATIONS
PROVIDING ALL KIND OF SERVICES ACCORDING TO
MARKET DEMAND

Two Wheeler Four Wheeler

23 10
  Periodic Service  Periodic Service
 Minor & Major Repairs  Minor & Major Repairs
 Accidental Repairs  Accidental Repairs
 Battery Service  Battery Service
 Annual Maintenance Contract  Annual Maintenance Contract
 Pickup And Drop  Pickup And Drop
 Break Down Service  Break Down Service
 Value Added Services  Value Added Services
 Insurance Service  Insurance Service
 Sale And Purchase Second  Sale And Purchase Second
Hand 2 And 4 Wheeler Hand 2 And 4 Wheeler
 Teflon Coating
 Interior Dry Cleaning
 Wheel Alignment And Balancing
 Body Shop

24
INVESTMENT BREAK UP FOR 2 WHEELER

PARTICULA INVESTMEN
RS T
Franchisee Fees 65,000/-

Stationary+ Uniform + Branding And Marketing 34,000/-

Material + Development & Grand Opening

Internal Branding + Led Board+ Branding 80,000/-

Set
Up
Software( IT Support)+ Tab + Marketing And 50,000/-
Branding Material + Marketing And Branding
Support +After Sales CRM +Training And
Manpower Support+ Audit And
Monitoring.

Site Monitoring +AMC Print + AMC sale 50,000/-

and
Technical manpower Training Support
Tool, Equipment & Machinery : 2,70,000/-

Total:- 5,49,00011/-*+
25
 GST
* Terms And Condition Apply, Equipment and Branding Material Transportation Charges As Per Actual

26
 MULTI-BRAND 2 WHEELER FRANCHISE REVENUE

MONTHLY
INCOME
SERVICES TYPE R MA MARGIN MONTHLY TOTAL
E RGI AMOUNT COUNT
V N VEHICLE
E PER
N CEN
U T
E
/
U
N
I
T
Service – Labor ₹ 100 ₹ 250 300 ₹ 75,000
%
2
5
0
Service - Spare ₹ 25% ₹ 50 300 ₹ 15,000
Parts
2
0
0
Service – Lubes ₹ 25% ₹ 62.5 300 ₹ 18,750

2
5
27 12

www.smartroadie s.com
 0
Extra Labor ₹ 100 ₹ 500 150 ₹ 75,000
%
5
0
0
Insurance ₹ 13% ₹ 52 15 ₹ 780
Renewals
4
0
0
Vehicle finance ₹ 1% ₹ 200 5 ₹ 1,000

2
0
,
0
0
0
Vehicle ₹ 100 ₹ 2000 10 ₹ 20,000
(sell/Purchase) %
2
0
0
0
Major Job ₹ 5% ₹ 1,250 5 ₹ 6,250

2
5
,
0
0
0
Waste Lube ₹ 100 ₹ 130 30 ₹ 3,900
%
1
3
28
 0
Scrap ₹ 100 ₹ 170 30 ₹ 5,100
%
1
7
0
INCOME ₹
TOTAL 2,20,780
TOTAL SALE 2,20,780
TOTAL ₹ 1,00,000
EXPENSES - ₹ 30,000
Rent Salary - ₹ 45,000
Electricity - ₹ 10,000
Water - ₹ 5,000
- ₹ 10,000
Other
PROFIT ₹ 1,20,780

29
 INVESTMENT BREAK UP for 4 wheeler
PARTICULA INVESTMEN
RS T
Franchisee Fees 65,000/-

Stationary+ Uniform + Branding And Marketing 34,000/-

Support +Branding And Marketing Material +
Development & Grand Opening
Internal Branding + Led Board+ Branding Set Up 80,000/-

Software( IT Support)+ Tab + Marketing And 50,000/-

Branding Support + After Sales CRM +Training
And Manpower Support+ Audit And Monitoring.

Site Monitoring + AMC Print + AMC sale and 50,000/-

Technical manpower Training Support
Tool, Equipment & Machinery : 6.2 Lac

Total:- 8,99,000/-*
+GST
30
 13

* Terms And Condition Apply, Equipment and Branding Material Transportation Charges As Per Actual

31
 MULTI-BRAND 4 WHEELER FRANCHISE REVENUE

MONTHLY
INCOME
SERVICES TYPE REVE M MARGIN MONTHLY TOTAL
NUE/ AR AMOUNT COUNT
UNI GI
T N
PE
RC
EN
T
Service – Labor ₹ 10 ₹ 1000 150 ₹ 1,50,000
1,000 0%
Service - Spare ₹ 20% ₹ 300 100 ₹ 30,000
Parts 1,500
Service – Lubes ₹ 20% ₹ 200 100 ₹ 20,000
1,000
Extra Labor ₹ 10 ₹ 2500 50 ₹ 1,25,000
2,500 0%
Insurance Renewals ₹ 13 ₹ 455 10 ₹ 4,550
3,500 %
Vehicle Finance ₹ 1% ₹ 3,000 3 ₹ 9,000
3,00,00
0
Vehicle(sell/ ₹ 10 ₹ 10,000 3 ₹ 30,000
Purchase) 0%
10,000
Major Job ₹ 10 ₹ 5000 5 ₹ 25,000
%
50,000
Waste Lube ₹ 150 10 ₹ 100 100 ₹ 15,000
0%

32
Scrap ₹ 100 10 ₹ 100 100 ₹ 10,000
0%

INCOME ₹
TOTAL 4,18,550
TOTAL SALE ₹ 4,18,550

TOTAL ₹ 1,55,000
EXPENSES - ₹ 50,000
Rent - ₹ 65,000
Salary - ₹ 15,000
Electricity - ₹ 10,000
- ₹ 15,000
Water
Other
PROFIT ₹ 2,63,500
14

14

33
PAYMENT TERMS

Particular 2 Wheeler 4 Wheeler

Booking 21,000 21,000
Amount
After Site 1,38,000 1,38,000
Selection
LOI 1,20,000 1,20,000
Equipment 2,70,000 6,20,000
Payment

SMART ROADIES

Smart Roadies Will Sell Guaranteed 500 AMC In The Market

And Outlet Owner Will Get Rs. 300 From Per AMC From
Customer Means Total Rs. 1,50,000 and others income Means
All Franchisee Fees, Branding , Marketing And Set Up Cost Are
Balanced……………………………………

GUARANTEEE 15

34
 OUR OUTLETS

www.smartroadies.com 35 16
 Franchise material check list for 2 wheeler

EQUIPMENTS FOR TWO WHEELER SERVICES

 HYDROLIC RAMP WITH MS TOP HEAVY DUTY 2  SPECIAL TOOL KIT 1

 POWER PCK (1 HP) FULLY AUTOMATIC 1 (ALL RUNNING MODELS ARE COVERED)
 KNOPY TYPE (POWER PACK GUARD) 2  TACHOPOMETER OPPAMA 1
 TOOLS TROLLY WITH ENG. TABLE AS PER 1
 TYRE PRESSURE GUAGE 1
WORKSHOP SPACE
 AIR COMPRESSOR (2HP, 1PH, 160L) 1
 AIR BLOW GUN 1
 PNEUMATIC GUN 1  WASHING PUMP 2 HP-WITH MOTER 1
 FOAM WASHING KIT 1  HYDRAULIC HOSE PIPE WITH QRC 2
 SPARK PLUG CLEANER WITH TESTER 1  AIR FILTER REGULATOR WITH LUBRICATOR 1
 MILEAGE TEST BOTTLE 1  SPECIAL IMPACT SHOCKET BIT FOR P. GEN 1
 BATTERY CHARGER WITH STAND 1  PADDOCK STAND (FOR PREMIUM BIKE 1
 BATTERY LOAD TESTER 1  MULTI METER 1
 GENERAL TOOL KIT(BRANDED) 1  OBD SCANNER FOR BS6 MULTI VEHICLE 1
 VISE BENCH GRINDER 1

36
 EQUIPMENT LIST FOR CAR SERVICES

EQUIPMENTS FOR CAR SERVICES 6,20,000

1 AIR BLOW GUN 1 16 TWO POST LIFT TOP CLEAR 1

2 FOAM GUN 1 17 WASHING HOIST 1
3 PAINT GUN 1 18 VACUUM CLEANER 1
4 AIR COMPRESSOR -3HP/ SINGLE PHASE/160 LTRS 1 19 ENGINE CRANE- 2 TON 1
5 GREASE PUMP 10 KG 1 20 INJECTOR CLEANER 1
6 BARREL PUMP 1 21 IMPACT WRENCH-1/2" SQ. DRIVE 1
7 BATTERY CHARGER 1 22 RATCHET WRENCH-1/2" DRIVE 1
8 BENCH VISE 1 23 ANGLE GRINDER 1
9 TOOL BOARD 3 X 2 1 24 VERTICLE SANDER Specify model 1
10 TOOL KIT (Specify) 1 25 TRIM REMOVAL KIT specify model 1
11 TIRE INFLATOR ON BAY 1 26 DIL FILTER WRENCH 1
12 NITROGEN INFLATO 1 27 HAMMER DOLLY SET 1
13 TIRE CHANGER 1 28 WELDING GLOVES 1
14 TOOL TROLLEY-5 DRAWRS/ M.S.BODY/POWDER COATED 29 WELDING HELMET 1
1
15 FLOOR JACK-3 TON 1

37
 Thank You
Contact : 9694080401, 0141-4007401

www.smartroadies.com

17

38
 Chapter 2
Review of Literature

Use of E-Commerce for marketing

1. AI Revolution: How Data Can Identify and Shape Consumer Behavior in Ecommerce

Renata Thiebaut

Entrepreneurship and Development in the 21st Century

ISBN: 978-1-78973-234-4, eISBN: 978-1-78973-233-7

Publication date: 15 April 2019 Reprints & Permissions

Abstract

Data has become one of the most significant instruments in e-commerce innovation. Benefits
to the entire society can be summarized as following: from the government’s perspective - to
assess the impact of e-commerce to the economy; for merchants - to understand consumers’
needs; and for consumers - to be offered with the right product he/she is looking for. The
digital revolution in the past five years has shown the need to offer more differentiated
services than the physical stores, when consumers are not able to try and touch products. It is
for this reason that e-commerce has continuously developed and transformed Research
Online, Purchase Offline into a true experience. Considering the future of e-commerce is to
enhance economic development and growth, this research will discuss the disruption of
Research and Development through big data. The core objective of this research is to propose
a predictive model to deeply understand consumer behavior by analyzing new regulations
and transaction records.

Citation

Thiebaut, R. (2019), "AI Revolution: How Data Can Identify and Shape Consumer Behavior
in Ecommerce", Sergi, B.S. and Scanlon, C.C. (Ed.) Entrepreneurship and Development in
the 21st Century (Lab for Entrepreneurship and Development), Emerald Publishing Limited,
Bingley, pp. 191-229.

39
2. E-Commerce: A Critical Review

Jonathan Reynolds

International Journal of Retail & Distribution Management

ISSN: 0959-0552

Article publication date: 1 November 2000 Reprints & Permissions

Abstract

Offers a preliminary assessment of electronic commerce. Rarely has the retail and consumer
services sector been faced with a strategic challenge of such significant complexity and
uncertainty that is growing so rapidly. Suggests that the academic world is lagging behind the
world of practice in terms of supplying rigorous analysis of the topic. Deals with four
discrete areas of the new economy as it affects retailers. Explores the extent to which the
emergence of new electronic channels to market has led to distinctive means of business
differentiation, with particular reference to branding and pricing. Secondly, looks at how
business‐to‐business companies can use electronic channels to improve supply chain and
productivity requirements. Thirdly, assesses how far we understand some of the
organisational change issues. Finally considers the future of eCommerce.

Citation

Reynolds, J. (2000), "eCommerce: a critical review", International Journal of Retail &

Distribution Management, Vol. 28 No. 10, pp. 417-444.

40
 Customer Relationship Management (CRM)

1) The Next Generation CRM Tools: Bridging the Gaps between Sales Needs and CRM
Tools Architecture

Sarah Wikner

Organizing Marketing and Sales

ISBN: 978-1-78754-969-2, eISBN: 978-1-78754-968-5

Publication date: 29 May 2018 Reprints & Permissions

Abstract

This chapter starts with the phenomenon of CRM systems being sometimes more considered
as a burden than a support by salespeople. The main argument is that CRM tools do barely fit
the needs of salespeople as their functions, most of all, are administrative, which leads to a
resistance for using them.

The author shows how this kind of shortcomings are manifested in “real-life” operations and
finds out that much of the problems seem to be due to the very architecture of extant CRM
systems. Indeed, creative offerings and business development imply advanced cognitive
processes for which there are no functions in traditional CRM tools.

Therefore, the core part of the chapter leads to a discussion on how genuine supportive CRM
systems architecture should be designed. The sales process is made of three phases beyond
the administration one, namely, a sense-making, a sense-giving, and a sense-acting phase. An
adequate architectural design would take into consideration functions that support the whole
process, which also includes informative links and a much more visual design to process
information instantly.

Citation

Wikner, S. (2018), "The Next Generation CRM Tools: Bridging the Gaps between Sales
Needs and CRM Tools Architecture", Andersson, P., Axelsson, B. and Rosenqvist, C. (Ed.)
Organizing Marketing and Sales, Emerald Publishing Limited, Bingley, pp. 195-205.

41
2) Measuring e‐CRM service quality in the library context: A Preliminary Study
Mei‐Yu Wang
The Electronic Library
ISSN: 0264-0473
Article publication date: 14 November 2008 Reprints & Permissions

Abstract
Purpose
Customer relationship management (CRM) indicates a comprehensive strategy and an
interactive process intended to achieve an optimum balance between corporate
investment and the satisfaction of customer needs to generate the maximum profit. E‐
CRM refers to CRM using internet technology plus a database, OLAP, data warehouse,
data mining, etc. In order to gain an understanding of the efficiency of implementing an
e‐CRM system within the library context, to develop theoretically and empirically an
evaluation process for the e‐CRM system and survey its impact on service quality, a pilot
scheme was initiated in 2004. The pilot scheme was to design and implement an e‐CRM
prototype system for a particular academic library in Taiwan and to survey the system's
performances. This paper aims to discuss this matter.

Design/methodology/approach
The case study methodology was chosen for this preliminary study. A prototype e‐CRM
system was designed and built for an academic library in Taiwan. To measure its service
quality, a questionnaire survey was conducted.

Findings
It was found that the respondents have the relatively highest perception scores related to
the library's trying to improve its service quality, and the relatively lowest perception
scores for the system's capability of keeping a promise. In general, the respondents'
perception toward e‐CRM service quality was either neutral or positive.

42
 Research limitations/implications
A workable methodology for measuring the e‐CRM service quality in a particular
academic library is presented, and information about the service being evaluated is
gathered.

Originality/value
Two strengths of the preliminary study are that a prototype e‐CRM system is designed
and implemented in an academic library and a measurement instrument is devised. These
will both be useful to other libraries.

Citation
Wang, M. (2008), "Measuring e‐CRM service quality in the library context: a preliminary
study", The Electronic Library, Vol. 26 No. 6, pp. 896-911.

3) Principles for successful CRM in organizations

Jayanthi Ranjan, Vishal Bhatnagar

Direct Marketing: An International Journal

ISSN: 1750-5933

Article publication date: 17 October 2008 Reprints & Permissions

Abstract

Purpose

The purpose of this paper is to propose the important principles for successful CRM analytics
(CRM) in organizations.

Design/methodology/approach

The paper employs the approach of identifying the major critical business information
needed for CRM in organizations. The approach to identify the critical business is based on
the cross‐ pollination of information related to CRM. Analyzing CRM from the hybrid blends
of business sources provides a clear understanding in a more realist dimension.
43
Findings

The paper finds that knowing what to capture is fundamental to business alignment of CRM
in a typical business environment.

Practical implications

The successful implementation of the principles of aCRM will help organizations to measure
the effectiveness of their direct marketing activities.

Originality/value

The chosen research strategy was to survey CRM in organizations that are being incorporated
worldwide and analyze their content, looking for similarities and complementarities in their
nature of business strategies. First, the paper identified existing CRM systems, examining
available listings of CRM systems in organizations, and expanding them through Internet
searches. The paper then collected detailed information on CRM systems, and examined the
descriptions, nature of organizations, their business strategies, their view on business values
etc.

Citation

Ranjan, J. and Bhatnagar, V. (2008), "Principles for successful CRM in organizations",

Direct Marketing: An International Journal, Vol. 2 No. 4, pp. 239-247.

Marketing Strategies

1. Marketing's Role in Strategic and Tactical Planning

Donald V. Shiner

European Journal of Marketing

ISSN: 0309-0566

Article publication date: 1 May 1988 Reprints & Permissions

44
Abstract

Despite 40 years of research by many social science disciplines, the conduct of planning in
the business firm is not well modelled or understood. For marketers, this presents a particularly
important problem. Marketing planning has a strategic and tactical component. Marketers must
be precise with their use of terminology, being careful to identify exactly what they mean when
they use the terms planning, marketing and strategy. Citation

Shiner, D.V. (1988), "Marketing's Role in Strategic and Tactical Planning", European Journal of
Marketing, Vol. 22 No. 5, pp. 23-31.

2. Combining corporate and marketing strategy for global competitiveness

D. Steven White, David A. Griffith

Marketing Intelligence & Planning

ISSN: 0263-4503

Article publication date: 1 July 1997 Reprints & Permissions

Abstract

Outlines effective corporate strategy‐marketing strategy relationships in the context of a

behavioural segmentation framework for competing in the global marketplace. Evaluates
standard, local and regional market strategies in conjunction with cost‐based, customer‐based
and innovation‐based corporate strategies. Highlights key corporate strategy‐marketing strategy
combinations in a global strategic marketing decision tree. These combinations enhance an
organization’s ability to compete effectively in global consumer markets. Utilizes corporate
examples to emphasize the effectiveness of these combinations. The premiss of this paper is that
corporate strategy drives marketing strategy.

Citation

Steven White, D. and Griffith, D.A. (1997), "Combining corporate and marketing strategy for
global competitiveness", Marketing Intelligence & Planning, Vol. 15 No. 4, pp. 173-178.

45
CHAPTER-3
Objectives of
Project

46
 1. Review of Literature

E-Commerce
3. AI Revolution: How Data Can Identify and Shape Consumer Behavior in Ecommerce

Renata Thiebaut

Entrepreneurship and Development in the 21st Century

ISBN: 978-1-78973-234-4, eISBN: 978-1-78973-233-7

Publication date: 15 April 2019 Reprints & Permissions

Abstract

Data has become one of the most significant instruments in e-commerce innovation. Benefits
to the entire society can be summarized as following: from the government’s perspective - to
assess the impact of e-commerce to the economy; for merchants - to understand consumers’
needs; and for consumers - to be offered with the right product he/she is looking for. The
digital revolution in the past five years has shown the need to offer more differentiated
services than the physical stores, when consumers are not able to try and touch products. It is
for this reason that e-commerce has continuously developed and transformed Research
Online, Purchase Offline into a true experience. Considering the future of e-commerce is to
enhance economic development and growth, this research will discuss the disruption of
Research and Development through big data. The core objective of this research is to propose
a predictive model to deeply understand consumer behavior by analyzing new regulations
and transaction records.

Citation

Thiebaut, R. (2019), "AI Revolution: How Data Can Identify and Shape Consumer Behavior
in Ecommerce", Sergi, B.S. and Scanlon, C.C. (Ed.) Entrepreneurship and Development in
the 21st Century (Lab for Entrepreneurship and Development), Emerald Publishing Limited,
Bingley, pp. 191-229.

47
4. E-Commerce: A Critical Review

Jonathan Reynolds

International Journal of Retail & Distribution Management

ISSN: 0959-0552

Article publication date: 1 November 2000 Reprints & Permissions

Abstract

Offers a preliminary assessment of electronic commerce. Rarely has the retail and consumer
services sector been faced with a strategic challenge of such significant complexity and
uncertainty that is growing so rapidly. Suggests that the academic world is lagging behind the
world of practice in terms of supplying rigorous analysis of the topic. Deals with four
discrete areas of the new economy as it affects retailers. Explores the extent to which the
emergence of new electronic channels to market has led to distinctive means of business
differentiation, with particular reference to branding and pricing. Secondly, looks at how
business‐to‐business companies can use electronic channels to improve supply chain and
productivity requirements. Thirdly, assesses how far we understand some of the
organisational change issues. Finally considers the future of eCommerce.

Citation

Reynolds, J. (2000), "eCommerce: a critical review", International Journal of Retail &

Distribution Management, Vol. 28 No. 10, pp. 417-444.

48
 Customer Relationship Management (CRM)

4) The Next Generation CRM Tools: Bridging the Gaps between Sales Needs and CRM
Tools Architecture

Sarah Wikner

Organizing Marketing and Sales

ISBN: 978-1-78754-969-2, eISBN: 978-1-78754-968-5

Publication date: 29 May 2018 Reprints & Permissions

Abstract

This chapter starts with the phenomenon of CRM systems being sometimes more considered
as a burden than a support by salespeople. The main argument is that CRM tools do barely fit
the needs of salespeople as their functions, most of all, are administrative, which leads to a
resistance for using them.

The author shows how this kind of shortcomings are manifested in “real-life” operations and
finds out that much of the problems seem to be due to the very architecture of extant CRM
systems. Indeed, creative offerings and business development imply advanced cognitive
processes for which there are no functions in traditional CRM tools.

Therefore, the core part of the chapter leads to a discussion on how genuine supportive CRM
systems architecture should be designed. The sales process is made of three phases beyond
the administration one, namely, a sense-making, a sense-giving, and a sense-acting phase. An
adequate architectural design would take into consideration functions that support the whole
process, which also includes informative links and a much more visual design to process
information instantly.

Citation

Wikner, S. (2018), "The Next Generation CRM Tools: Bridging the Gaps between Sales
Needs and CRM Tools Architecture", Andersson, P., Axelsson, B. and Rosenqvist, C. (Ed.)
Organizing Marketing and Sales, Emerald Publishing Limited, Bingley, pp. 195-205.

49
5) Measuring e‐CRM service quality in the library context: A Preliminary Study
Mei‐Yu Wang
The Electronic Library
ISSN: 0264-0473
Article publication date: 14 November 2008 Reprints & Permissions

Abstract
Purpose
Customer relationship management (CRM) indicates a comprehensive strategy and an
interactive process intended to achieve an optimum balance between corporate
investment and the satisfaction of customer needs to generate the maximum profit. E‐
CRM refers to CRM using internet technology plus a database, OLAP, data warehouse,
data mining, etc. In order to gain an understanding of the efficiency of implementing an
e‐CRM system within the library context, to develop theoretically and empirically an
evaluation process for the e‐CRM system and survey its impact on service quality, a pilot
scheme was initiated in 2004. The pilot scheme was to design and implement an e‐CRM
prototype system for a particular academic library in Taiwan and to survey the system's
performances. This paper aims to discuss this matter.

Design/methodology/approach
The case study methodology was chosen for this preliminary study. A prototype e‐CRM
system was designed and built for an academic library in Taiwan. To measure its service
quality, a questionnaire survey was conducted.

Findings
It was found that the respondents have the relatively highest perception scores related to
the library's trying to improve its service quality, and the relatively lowest perception
scores for the system's capability of keeping a promise. In general, the respondents'
perception toward e‐CRM service quality was either neutral or positive.

50
 Research limitations/implications
A workable methodology for measuring the e‐CRM service quality in a particular
academic library is presented, and information about the service being evaluated is
gathered.

Originality/value
Two strengths of the preliminary study are that a prototype e‐CRM system is designed
and implemented in an academic library and a measurement instrument is devised. These
will both be useful to other libraries.

Citation
Wang, M. (2008), "Measuring e‐CRM service quality in the library context: a preliminary
study", The Electronic Library, Vol. 26 No. 6, pp. 896-911.

6) Principles for successful CRM in organizations

Jayanthi Ranjan, Vishal Bhatnagar

Direct Marketing: An International Journal

ISSN: 1750-5933

Article publication date: 17 October 2008 Reprints & Permissions

Abstract

Purpose

The purpose of this paper is to propose the important principles for successful CRM analytics
(CRM) in organizations.

Design/methodology/approach

The paper employs the approach of identifying the major critical business information
needed for CRM in organizations. The approach to identify the critical business is based on
the cross‐ pollination of information related to CRM. Analyzing CRM from the hybrid blends
of business sources provides a clear understanding in a more realist dimension.
51
Findings

The paper finds that knowing what to capture is fundamental to business alignment of CRM
in a typical business environment.

Practical implications

The successful implementation of the principles of aCRM will help organizations to measure
the effectiveness of their direct marketing activities.

Originality/value

The chosen research strategy was to survey CRM in organizations that are being incorporated
worldwide and analyze their content, looking for similarities and complementarities in their
nature of business strategies. First, the paper identified existing CRM systems, examining
available listings of CRM systems in organizations, and expanding them through Internet
searches. The paper then collected detailed information on CRM systems, and examined the
descriptions, nature of organizations, their business strategies, their view on business values
etc.

Citation

Ranjan, J. and Bhatnagar, V. (2008), "Principles for successful CRM in organizations",

Direct Marketing: An International Journal, Vol. 2 No. 4, pp. 239-247.

Marketing Strategies

3. Marketing's Role in Strategic and Tactical Planning

Donald V. Shiner

European Journal of Marketing

ISSN: 0309-0566

Article publication date: 1 May 1988 Reprints & Permissions

52
Abstract

Despite 40 years of research by many social science disciplines, the conduct of planning in
the business firm is not well modelled or understood. For marketers, this presents a particularly
important problem. Marketing planning has a strategic and tactical component. Marketers must
be precise with their use of terminology, being careful to identify exactly what they mean when
they use the terms planning, marketing and strategy. Citation

Shiner, D.V. (1988), "Marketing's Role in Strategic and Tactical Planning", European Journal of
Marketing, Vol. 22 No. 5, pp. 23-31.

4. Combining corporate and marketing strategy for global competitiveness

D. Steven White, David A. Griffith

Marketing Intelligence & Planning

ISSN: 0263-4503

Article publication date: 1 July 1997 Reprints & Permissions

Abstract

Outlines effective corporate strategy‐marketing strategy relationships in the context of a

behavioural segmentation framework for competing in the global marketplace. Evaluates
standard, local and regional market strategies in conjunction with cost‐based, customer‐based
and innovation‐based corporate strategies. Highlights key corporate strategy‐marketing strategy
combinations in a global strategic marketing decision tree. These combinations enhance an
organization’s ability to compete effectively in global consumer markets. Utilizes corporate
examples to emphasize the effectiveness of these combinations. The premiss of this paper is that
corporate strategy drives marketing strategy.

Citation

Steven White, D. and Griffith, D.A. (1997), "Combining corporate and marketing strategy for
global competitiveness", Marketing Intelligence & Planning, Vol. 15 No. 4, pp. 173-178.

53
CHAPTER-3
Objectives of
Project

54
 5. Objectives of Project

The CRM is a new technique in marketing where the marketer tries to develop long term
relationship with the customers to develop them as life time customers. CRM aims to make the
customer climb up the ladder of loyalty. Thus, in CRM the key performance figure is not just
current market share but share of life time value by converting customers into partners.

 To actively participate in product sales & marketing and apply the sales funnel strategy in
generating leads for the business by interacting with possible new partners using the B2B
or B2C channels.
 Creating brand awareness through various social media channels.
 Perform secondary research and design strategy based on the marketing and sales
experienced in tasks before and design some concepts on how to improve the brand
image all across the world.
 To understand consumer behavior and customer interaction. To understand the factors
affecting customer experience.
 To perform a detailed analysis of the brand and formulate effective strategies for the
brand to improve customer touchpoints, and to come up with long term strategic
implications to create a competitive advantage and also identifying new opportunities for
business development in the healthy snacks market.
 The company hopes to convert many of its qualified prospect into first time customers
and then to convert those first-time customers into repeat customers.
 The next challenge for the company is to convert these clients into influencer. These
influencers will praise the company and encourage others to buy from it.

55
 CHAPTER-4
Research Design

56
 6. Research Methodology/ Research Design

The Research Approach of the study is as follows:

 Research Design - Exploratory cum Descriptive

 Sampling Strategy – Non -Probability: Purposive Sampling
 Sample Frame- Rajasthan, Maharashtra, UP, MP, Gujarat AND OTHER states
 Sample – Customer
 Sample Unit & Size – Total Sample Size – 100
 Data Collection Strategy – Survey Method personal meetings
 Data Collection Tool/ Instrument – Questionnaire and google map.

57
By the term ‘research‘, we can understand that it’s a collection of data that includes critical information by
taking research methodologies into consideration. In other words, it is a compilation of information or data
explored by setting a hypothesis and consequently coming up with substantive findings in an organised way.
Research can be done on an academic as well as on a scientific basis as well. Let’s first understand what a
research design actually means.
The research design helps a researcher to pursue their journey into the unknown but with a systematic
approach by their side. The way an engineer or architect frames a design for a structure, likewise the
researcher picks the design from various approaches in order to check which type of research to be carried
out. 

Elements of Research Design 

Here are the most important elements of a research design- 

The essential elements are:

 The method applied for analyzing collected details

 Type of research methodology
 Accurate purpose statement
 Probable objections for research
 Techniques to be implemented for collecting and analyzing research
 Timeline
 Measurement of analysis
 Settings for the research study

2 Major Types of Research Design 

Keeping its dynamics into consideration, the research design is categorised into two different
perspectives, i.e. Quantitative Research Design and Qualitative Research Design. Further, there are
four main characteristics of research design which include Reliability, Neutrality, Validity as well as
Generalization. Further, a researcher should have a clear understanding of how their project can be
implemented in the research design. Let’s explore what Quantitative and Qualitative Research
Designs mean:

Quantitative Research Design

In Quantitative Research Design, a researcher examines the various variables while including
numbers as well as statistics in a project to analyze its findings. The use of graphics, figures, pie

58
charts is the main form of data collection measurement and meta-analysis (it is information about
the data by the data).

Qualitative Research Design

This type of research is quite contrary to quantitative research design. It is explanatory in nature
and always seeks answers to “What’s” and “How’s”. It mainly focuses on why a specific theory
exists and what would be the respondent’s answer to it. This allows a researcher to draw a
conclusion with proper findings. Case studies are mainly used in Qualitative Research Design in
order to understand various social complexities. 

The 5 Types of Research Designs

Now that we know the broadly classified types of research, Quantitative and Qualitative Research
can be divided into the following 4 major types of Research Designs:

 Descriptive Research Design

 Correlational Research Design
 Experimental Research Design
 Diagnostic Research Design
 Explanatory Research Design

59
 CHAPTER-5
Data Analysis and
Interpretation

60
 1. Data Analysis and Interpretation

This chapter has been done by taking survey from people and through this survey we get to know
different likes and dislikes of people regarding online vehicles services.

These were the responses that I got through the survey form:

Frequency %Total
Gender
Male 49 57.6
Female 36 42.4
Total 85 100
Table 5.1: Respondents Genders

Interpretation

This question gives us an analysis of the gender diversification of people among male and female
who likes to used online services 57.6% comprises male while 42.4% comprises female that has
filled the survey form on online vehicles.

61
 Magazine reading Frequency %Total
Daily 4 4.7
Weekly 11 12.9
Sometimes 70 82.4
Total 85 100
Table 5.2: How often do people used online vehicles services

How often used online vehicles

62
 Call list for smart cicle group

campaign_nam
created_time e full_name phone_number city remark 1
2022-07- p:
10T16:16:11+05:30 smart roadies Gajendra Singh Dabra +919372490852 Jaipur not valid number
2022-07- p:
10T15:32:19+05:30 smart roadies Ramveer +919027926077 Etmadpur Agra ap detail send kriye fir appn bat kr
2022-07- p:
10T14:35:39+05:30 smart roadies Praveen Srivastava +918601858900 Lucknow kl second half mai baat krlena
2022-07- p:
10T14:32:33+05:30 smart roadies Deepak Shukla +919451420112 mitauli network se bhar hai
2022-07- p:
10T14:00:24+05:30 smart roadies Ram Ratan Sankhla +918107675080 jodhpur no sir
2022-07- p:
10T13:35:28+05:30 smart roadies Kumar Manish +917250768994 Hajipur detail sent
2022-07-
10T13:09:10+05:30 smart roadies Tejkaran Gurjar p:09166870601 Jaipur 2.5 bje call krna
2022-07- p:
10T09:38:48+05:30 smart roadies Ramesh +918979269243 Agra call twise but not picked up call
2022-07- p:
10T00:01:30+05:30 smart roadies Nicky Makoriya +917049277950 Bhopal bad mai bat krta hoon apse
2022-07- p:
09T21:23:34+05:30 smart roadies Shamim Alam +918271962110 Punpun, patna 1 ghnte bad call kriye
2022-07- p:
09T20:43:55+05:30 smart roadies ashu bhadauriya +919981868334 Gwalior next year krenge ye kam
2022-07- p:
09T20:39:03+05:30 smart roadies Sahi Ram Yadav +919468589894 jaipur not ans
2022-07- p:
09T17:00:12+05:30 smart roadies Ram Kumar +919627777715 firozabad incoming bnd h
2022-07- p:
09T15:42:09+05:30 smart roadies Lalitnarayan Singh +919708381331 Patna New City incoming bnd h
2022-07- p:
09T14:46:06+05:30 smart roadies Baibhav Singh +917320949608 Patna incoming bnd h
2022-07- p:
09T13:58:12+05:30 smart roadies Vaibhav Verma +919608552407 GAYA switch off
2022-07- p: Chandpura deshari
09T13:56:07+05:30 smart roadies Vikash Kumar Gupta +917050128725 vaishali 2 mhine phele baat kri thi finance
2022-07- p: lalganj Dis-Vaishali
09T13:32:27+05:30 smart roadies Rakesh Ranjan +918969625414 844121 n/a
2022-07-
09T11:36:44+05:30 smart roadies Chandrashekhar Sharma p:6204428515 Aurangabad, Bihar abhi dusra kam m lge hua h 5 dinn
2022-07- p:
09T11:14:16+05:30 smart roadies Pankaj Dubey +919098399495 Bhopal na
2022-07- p:
08T10:11:36+05:30 smart roadies Om chaurasiya +919455377688 Barabanki detail sent
2022-07- p:
08T09:25:35+05:30 smart roadies Vikash Raj Yadav +919308623875 Patna New City detail sent follow up tomorrow
2022-07- p:
08T09:10:21+05:30 smart roadies Surendra Kumar +918000131494 Jaipur sir phele kri ti inquary
2022-07- p:
08T08:57:19+05:30 smart roadies Santosh Kumar Yadav +919532183454 Azamgarh curantly no t avail
2022-07- p:
08T08:29:59+05:30 smart roadies Vikram Kumar Singh +919771412441 New Patna Colony num not valid
p:
  smart roadies Kunal Thakur Bjp +917505139981 agra cl cut
7/9/22 smart roadies Amit Srivastava p: sonpur cal not attending
63
 +919334296322
p:
7/9/22 smart roadies Sujeet Rana +916268443792 Mp wrong number
7/9/22 smart roadies Prafull Sharma p:8318460481 LUCKNOW phele kri thi inquary bhi es chij ko
p:
7/9/22 smart roadies Imrat Kushwah +919039153540 Indore not ans
p:
7/9/22 smart roadies Mr Dharmendra Sharma +918009931198 Umbergaon Valsad not ans
p:
7/9/22 smart roadies Subhash Dadli +918698717701 Vapi bad mai baat krna abhi bike chla r
p:
7/9/22 smart roadies Yashpal Singh +919261111143 Jodhpur City detail whts up kriye /10 tarik ko ba
p:
7/9/22 smart roadies Abrar Abbasi +918878778686 indore N/A
p:
7/8/22 smart roadies ritesh kumar sagar +917499369947 Kanpur N/A
p:
7/8/22 smart roadies Nitesh Yadav +917388402578 Unnao DETAIL BHEJDO FIR DEKHTA
p:
7/8/22 smart roadies sandeep. singh151515 +917275122271 sandeep. singh151515  
p:
7/8/22 smart roadies Amit Vijay Wargi +917772087688 Bhopal na
p: mera work shop cl rha halready au
smart roadies Hemant Singh Rajput +919753736408 Bhopal detail bhejdo so mai vichar kr lung
2022-07- p:
09T17:00:12+05:30 smart roadies Ganesh Kumar Saini +919314555401 jaipur kl 3 bje meeting krni hai 4wheler
2022-07- p:
09T15:42:09+05:30 smart roadies shyam sunder +918865888270 Mathura na
2022-07- p:
09T14:46:06+05:30 smart roadies roshan kushwah +919179712032 Indore not picked up
2022-07- p:
09T13:58:12+05:30 smart roadies Vivek kumar +919709346565 Patna not talking relevent

2022-07- p:
10T21:17:57+05:30 smart roadies Bannesingh Choudhry +919828804162 jaipur phele lena tah abhi nhi lena
2022-07- p:
10T20:02:52+05:30 smart roadies Amit Kumar Singh +917398666659 o na
2022-07- p:
10T19:11:48+05:30 smart roadies Sandarbh Mishra +919838326513 Unnao incomming bnd h
2022-07- p:
10T16:16:11+05:30 smart roadies Jitendra Tulsani +919839407788 chaundali busy
2022-07- p:
10T15:32:19+05:30 smart roadies Vishal Pratap Singh +919415533354 Varanasi call dropped
2022-07- p:
10T14:35:39+05:30 smart roadies mahipalsingh rathore +919993990744 Ujjain ab nhi krna hai open ,dusre kaam b
2022-07- p:
10T14:32:33+05:30 smart roadies Dhanpal Meena +919982275273 kharoy incomming not avail
2022-07- p:
10T14:00:24+05:30 smart roadies Pawan Singh +919795059006 chandauli swtich off
2022-07- p:
10T13:35:28+05:30 smart roadies Sahil Pawar +918889922900 Indore 7 BJE CALL KRNA
2022-07- p:
10T13:09:10+05:30 smart roadies Smita Khandelwal +919414447653 Jaipur I am it developer of this company

  lokesh rundlax 9664192576 khendela detail bhej do mujhe

    mohd m khan 9918265265 lakhnow  
    ashish dubey 8400444959 mirzapur  

punit khandelwal 9368132234 mathura

64
 lalit mohan 7007835348 kanpur
suraj pawar 9111326326 indore

anuj yadav 8808041252 etawa

saurabh singh 8299799545 lucknow
ram nath pd yadav 9835435136 mahuwa
shalinder abhi manju 8005508620 gangapur city
phali ram meena 7615098822 jaipur (bassi) abhi finance ki proble hai to abbhi

jayent kumar gargav 9826022532 indore

naresh jaishwani 9740025655 ajmer
anil 8225836895 indore
    bullet raja 7688906347 udipur rajasthan  
ram nath 9662994179 vadodara call dropped
shree shyam jaipur (vaishali
automobile 9214400314 nagar)  
shiva auto mobile
    (puran) 9649999422 jaipur niwaru workshop visited interested
shree balaji honda care
    (sunil kumawat ) 8504961192 jaipur niwARU workshop visited again mee
vikas singh ji 9634557083 up tundla detail send krni hai abhi ,pro
satyanaraan ji saini 9983982227 sirsi jaipur meet ho gyi thi kl btayenge
Khem Chandji
Kumawat Smart +91 94144 jaipur panchawala
Roadies 51598 bypass se phele he said that owner se milung
Mahesh Kumawat Ji +91 99280 jaipur,continantal
Smart Roadies 86864 wale k samne interested already work with
jai shree shyam motors 9414057175 jaipur 50-50
shree jai hanuman
motor garage sirsi road jaipur  
shri ghanshyam
  sharma ji 7257534411 jaipur visited

satyanarayan
choudary 9314638375 karni palace jaipur visited
karni palace
gopal singh 9269900077 jajipuer visited
karni thane k pass
lekhraj ji mahawar 9024725624 mai visited
200ft bypass
sita ram choudary 9929111555 gandipath visited
sir dekhenge abhi filal kuch
girwar singh 9314242871 gandipath hai
gandipath vaishali
  ramdhan choudhary 9314011008 nagar not so interested said sir hi b
devender singh ji 7413955892 krini phatak inko new open krna hai
naveen goyal 9314219493 panchawala visited
sir hmara chl rha h pass mai
punjab automobile 9214510554 kirniphatak krenge us time sochunga

65
 jaipur car and bikes 9629030461 jaipur 50-50
  ganpati motors 9828546085 krini phatak sir apka ye cocept chlega nh
shekhawati honda care 9461370103 kirni phatak meri shop hi brand hi
M.S motors (javid
bhai) 8440065256 jaipur btaunga
mAHalakshmi 9413077477 jaipur sir abhi kuch nhi lena free h
mene new hi open kiya hai a
kumwat motors - rangoli garden road investment kr diya
krishn motor garage app apna number dede mai c
(ajay) 7014472853 jaipur krta hoon aapse
heera nagar 200ft
speedy automobile 9829067478 bypass mai soch kr btata hoon

COLOUR RESULT
GREEN CONVERTED
YELLOW CONFUSED
RED NOT INTERESTED
NOT COLOURED CALL NOT CONNETED

Platforms Available Frequency %Total

Online 8 9.4
Offline 28 32.9
Both 49 57.6
Total 85 100
Table 5.6: Platforms available for automobile services

Survey chart

66
67
 Subscription Frequency %Total
Yes 6 7.1
No 33 38.8
Maybe 46 54.1
Total 85 100
Table 5.7: Will you pay for Franchise

WILL YOU PAY FOR COMPANY FRENCHISE?

Interpretation

The next question in the survey was to know whether people are willing to pay money for
franchise subscription.

54.1% people may spend money for subscription, 38.8% people will not spend money while
7.1% people are willing to pay money for FRNCHISE subscription.

68
 No of companies Frequency %Total
1 14 16.5
2 17 20
3 15 17.6
4 & more 39 45.9
Total 85 100
Table 5.8: Number of times company satisfied customer need

Higher the no of company will satisfies more customer need.

Interpretation

The last question in survey was to know that how many times do people want company
subscription.

45.9% people want it for 4 times and more, 20% people want it to be 2 times, 17.6% people for 3
times while 16.5% people want subscription for once a year atleast.

69
 CHAPTER-6
Findings, Conclusions
and Limitations of the
Project

70
 7. Findings, Conclusions and Limitations of the Project

Findings

 The customers of COMPANY are getting good quality of services throughout India.
 The needs of the customers are clearly defined and the products are customized
according to the needs of the customer.
 Customer’s comments and complaints are welcomed and resolved quickly and positively.
 Business process is regularly reviewed to eliminate non-value-adding activities.
 The factors which have an impact on the CRM are – organization culture, support from
top management, interpersonal skill of the sales personals and working environment of
the company.
 Perception of customers related to automobile.
 The impact of positive customers helps in creating long term goals for the brands.
 Factors to consider while curating customer experience and customer journey strategy.
 The Salesman of the company maintains frequent and informative communication with
the customers and note the feedback given by them.

71
Conclusion

From this study it can be concluded that the customer relationship management in Company is
satisfactory. The company is using various CRM practices like customization of the product,
maintaining interaction with the customers regularly and providing good quality product and
services etc. Customer relationship management has a certain impact on the profitability of the
company. Average sale per customer has increased 15% over the last two years. Customer
response rate towards marketing activities is also improving. There are various factors affecting
the customer relationship management like working environment of the company, support from
top management and coordination among the departments of the company. Information
technology is not used as much as it should be. The company is using advanced tools of CRM
like quantitative research, personal interviews. The company should also used tools like data
mining, contact center, e-CRM and web-based survey tools.

. You can access it anywhere you want may it be on a laptop or a mobile phone. The competition
between the print and the digital is still a mystery because people prefer both have different
advantages and disadvantages. Establishing very early on a customer-centric organization that
prioritizes the customer experience can result in great advantages for the success of start-up.

The Summer Internship Project helped me to gain practical knowledge of the corporate culture
and automobile industry, specifically on e-commerce platforms, understanding of customer
behavior, journey, and role and importance of customer experience in business’s long-term
success

72
Limitations

 The minimum subscription amount was Rs 51000 that was high for a normal customer to
pay.
 Moving out of your comfort zone.
 franchise subscriptions is costly and requires long lead times, which limits timely
promotions. They also have limited audience reach.
 As the availability is online without any interaction with customers face to face it
becomes difficult to build trust among customers.

73
 CHAPTER-7
Recommendations

74
 8. Recommendations

I would like to recommend smart circle group to do the following changes that I
have observed during my internship period:

 The company can introduce a plan for subscription with cheaper cost for example 399 for
one month, 559 for 2 months, as it will increase customer base.
 Since not every segment of the customer doesn’t read all types of magazines or
newspapers, the company can introduce plans which consists of subscription of only
magazines or newspapers with lower cost.
 The company can use social media platforms to reach more customers.
 Launching of new products.
 There should be more use of information technology.
 The company should be flexible to bend its rules and procedures in the client’s favor.
 Marketing plans should be more properly planned and executed.
 To start the Training and development process for employees to improve performance.
 Collecting emails is the most effective way to keep in touch with your potential buyers.
 Giving exciting offers to attract more prominent customers.

75
 CHAPTER-8
Learning Outcomes

76
 9. Learning Outcomes

These were the learning outcomes that I have gained knowledge of during my
internship with smart circle group which will help me to grow in future:

 Lead Generation Techniques

Search Engine Optimisation
Your website is mainly directed by the popular search engines Google, Bing, and Yahoo. Social media
websites and advertisements are also used to land users on your website, which will be discussed later in this
article. 
In simple terms, SEO is a process of moving up the website’s visibility by improving web search engines’
ranking

 Lead Generation Using Content Marketing

Content marketing is about using relevant skills to attract users towards the company by providing
resourceful content. Content marketing ]aids companies increase their SEO ranking and are quite adaptable in
engaging customers. 

Pay Per Click Advertising

With the rise in digital marketing and its wide usage, digital platforms are the best media to gain website
traction, market your products, and connect with customers.
Hence, it is essential that businesses establish an effective online presence to reach their target audiences. For
this, you require expert SEO implementation tools, should choose the right social media platform, websites,
and have better advertising strategies to spread brand awareness and engage target audiences to increase
customers. 
Pay-per-click (PPC) advertising is one of the efficient digital marketing strategies to reach massive
audiences. It is an advertising technique in which the business earns its audience by directing users to their
website through advertisements on relevant websites and paying platforms for every click.

 Lead Generation Using Social Media

Facebook, Twitter, Instagram, YouTube, and TikTok are social media platforms with the most traffic. So,
businesses make great efforts to utilize its broad audience to promote their business platform. Also, one of the
significant sources of income for social media is advertising making it the perfect way for businesses to reach
their target audiences. While the early web didn’t allow user-related content creation, Web 2.0 applications
allow users to create, edit, and store user-generated content.

Lead Generation Using Newsletters

In marketing, there are three types of leads,
1. Cold leads- No relevant information of customers is known, but their interest in the product is known
via clicks and site visits.

77
 2. Warm leads- User contact details are known via forms, call-back requests, etc. It’s the sales team’s
responsibility to change subscribers to potential customers.
3. Hot leads- User has left products in the basket or customer left page while making payments.
Companies need to reach customers to make that successful purchase.

Website Optimisation and Landing Pages

Now that you know the importance of online lead generation, it is a no-brainer that a company’s website
should be well-designed and provide adequate information. If the website ranks well on search engines, there
will be no need for a company to spend on other lead developing techniques. But it is not easy and will make
companies deviate from core functionality. Poor website design will lead to lesser website traffic. Designing
the virtual home is essential for gaining trust and to get the contact details of the customers. 
 Instant Messaging and Chatbots
This is one of the modern ways of lead development and a powerful marketing weapon. Here, the company
should have expertise in both technical and sales front as this is 1-1 communication. The executives need to
learn the customers’ needs for a well-tailored program and pitch sales quickly. Now, AI-based chatbots are
used for better content delivery and uniformity.

78
Understanding consumer behavior
In marketing, understanding consumer behavior has become very important for
businesses. Consumer behavior refers to the study which analyzes how consumers
make decisions about their wants, needs, buying or act with respect to a product,
service or organization. It is very critical to understand the behavior of consumers to
analyze the behavior of potential consumers towards a new product or service. It is
also very useful for companies to identify opportunities which have not yet been
met.

An example in the aspect of consumer behavior is the change in eating habits which
drastically increased the demand for gluten-free products. Businesses which have
identified this market gap have produced gluten-free products and have tapped this
market aspect as well.

79
 Conducting market research
Conducting market research is one of the most important steps for any startup company. It helps
you discover the needs and wants of your target audience, and provide a better product or service to
them. Market research also gives you a greater understanding of how your competition operates, so that
you can distinguish yourself from them.

 Teamwork & Planning

Team-based planning also explores how you want to work as a team in order to
get results. There are behavioural elements which include discussions around team
values and purpose. Team-based planning gives the team insights, meaning and
drive which create the motivation required to move forward.

80
  Marketing & Promotional Strategies
 Using Traditional Advertising Promoting products and services through mass media advertising on television, radio,
billboards, newspapers, magazines and other advertising vehicles is a great way to grab your consumers'
attention. ...
 Employing Online Advertising and Social Media ...
 Utilizing Direct Mail ...
 Adopting Public Relations and Sponsorship ...
 Engaging in Personal Selling ...

 Corporate ethics
Corporate ethics are a set of beliefs to which a company adheres that govern its
behavior in the ways it conducts business. Some corporations have well defined
ethical parameters and others don’t, or they sacrifice ethical behavior to profit and
determine that gaining profit and power are the most desired motives
 Time management
Time management is the process of organizing and planning how to divide your
time between different activities. Get it right, and you'll end up working smarter,
not harder, to get more done in less time – even when time is tight and pressures
are high.

 Pressure Handling
 As demands on time, energy and money grow over the years, you are likely to respond with
anxiety. You may feel pressure to perform at school or work, be a good family member or
provide for someone. However, stress and anxiety pose serious health risks, so developing a
way to handle pressure and move on is extremely important.

 Pitching skills

 Have a plan. If you are not prepared for a meeting, reschedule. ...
 Control the sale. If you have an amazing plan, do not veer from it. ...
 Be a good listener. ...
 Ask questions where ‘no’ is not an option. ...
 Remember to loop back. ...
 Enhance your relationship. ...
 Be prepared with a close. ...

81
  Showcase your passion. ...

 Communication skills

Communication skills are the abilities you use when giving and receiving different
kinds of information. Some examples include communicating new ideas, feelings or
even an update on your project. Communication skills involve listening, speaking,
observing and empathising. It is also helpful to understand the differences in how to
communicate through face-to-face interactions, phone conversations and digital
communications like email and social media.

Active listening

Active listening means paying close attention to the person who is speaking to you. People who are active
listeners are well-regarded by their co-workers because of the attention and respect they offer others. While it
seems simple, this is a skill that can be hard to develop and improve. You can be an active listener by
focusing on the speaker, avoiding distractions like cell phones, laptops or other projects and by preparing
questions, comments or ideas to thoughtfully respond.

Adapting your communication style to your audience

Different styles of communication are appropriate in different situations. To make the best use of your
communication skills, it’s important to consider your audience and the most effective format to communicate
with them.
For example, if you are communicating with a potential employer, it’s better to send a formal email or call
them on the phone. Depending on the situation, you may even need to send a formal, typed letter over other
forms of communication. In the workplace, you may find it’s easier to communicate complex information in
person or via a video conference than in a long, dense email.

Friendliness

In friendships, characteristics such as honesty and kindness often foster trust and understanding. The same
characteristics are important in workplace relationships. When you’re working with others, approach your
interactions with a positive attitude, keep an open mind and ask questions to help you understand where
they’re coming from. Small gestures such as asking someone how they’re doing, smiling as they speak or
offering praise for work well done can help you foster productive relationships with both colleagues and
managers.

Confidence

82
In the workplace, people are more likely to respond to ideas that are presented with confidence. There are
many ways to appear confident such as making eye contact when you’re addressing someone, sitting up
straight with your shoulders open and preparing ahead of time so your thoughts are polished. You’ll find
confident communication comes in handy not just on the job but during the job interview process as well.

Giving and receiving feedback

Strong communicators can accept critical feedback and provide constructive input to others. Feedback should
answer questions, provide solutions or help strengthen the project or topic at hand.

Volume and clarity

When you’re speaking, it’s important to be clear and audible. Adjusting your speaking voice so you can be
heard in a variety of settings is a skill and it’s critical to communicating effectively. Speaking too loudly may
be disrespectful or awkward in certain settings. If you’re unsure, read the room to see how others are
communicating.

Related: Soft Skills: Definition and Examples

Empathy

Empathy means that you can understand and share the emotions of others. This communication skill is
important in both team and one-on-one settings. In both cases, you will need to understand other people’s
emotions and select an appropriate response. For example, if someone is expressing anger or frustration,
empathy can help you acknowledge and diffuse their emotion. At the same time, being able to understand
when someone is feeling positive and enthusiastic can help you get support for your ideas and projects.

Respect

A key aspect of respect is knowing when to initiate communication and respond. In a team or group setting,
allowing others to speak without interruption is seen as a necessary communication skill. Respectfully
communicating also means using your time with someone else wisely—staying on topic, asking clear
questions and responding fully to any questions you’ve been asked.

Understanding nonverbal cues

A great deal of communication happens through nonverbal cues such as body language, facial expressions
and eye contact. When you’re listening to someone, you should be paying attention to what they’re saying as
well as their nonverbal language. By the same measure, you should be conscious of your body language
when you’re communicating to ensure you’re sending appropriate cues to others.

Responsiveness

Whether you’re returning a phone call or sending a reply to an email, fast communicators are viewed as more
effective than those who are slow to respond. One method is to consider how long your response will take. Is
this a request or question you can answer in the next five minutes? If so, it may be a good idea to address it as

83
soon as you see it. If it’s a more complex request or question, you can still acknowledge that you’ve received
the message and let the other person know you will respond in full later.

84
CHAPTER-9
Annexure

85
 10. Annexure

Google Form

DATE .

Passport
.

NAME OF APPLICANT .
.

ADDRESS .
Size
CITY:TEHSIL . .
. . Picture
DISTRICT: . .
.
STATE . .
. .

To,
SMART ROADIES

First Floor, 164 Shree Sthali, Doctors Colony, DCM, Ajmer Road, Jaipur, Rajasthan 302021

Dear Sir / Ma’am

We understand that you intend to appoint a Franchise partner in our town and have pleasure in submitting
our application for consideration of appointing us as you franchise partner at

Complete information regarding our firm as follows :

1. Name of the proposed firm:

2. Composition Firm : . . . . . . ..

3. Name of Proprietor / Partners / Directors (as applicable)

4. Principal Person Who Would be responsible for transactions With Smart Roadies
. . . . . . . . . .

5. Residential Address:
: . . . . . .

6. Phone No. (Res) Std Code : . . . (M) . . .

7. Working Capital in Rs.

( Excluding Building Cost )
8. Present Business Details & :
. . . v. . . . .

9. Turnover per Annum in Rs.

. . . v. . . . .

10. Experience in Automobile Spare :

. . . v. . . .

11. Human Population of the Town / Locality :

. . . v. . . . .

12. Approximate No. of 2 – Wheeler :

. . . v. . . . .

86
Note: Area indicated is Considering 2 Bay set up, for every additional Bay. 100 sq. Ft addition
area is to be provided.
13. Bank Reference :
i) Bank :

ii) IFSC Code: .

ii) Location: . . v. . . . .

iii) Franchise A/C No. (Saving/Current):

15. GST No. : . . . v. . . . .

16. PAN Details: . . v. . .

(10 digits Pan No.)

Designation of the assessing officers, where assessed to tax:

City and Pin Code where assessed:

Attach photocopy of the PAN Card: (This is mandatory requirement)

We have read the Annexure: 1" Terms and conditions for appointment as Franchise Partner
We Accept the same and is duly signed.

1/ We Certify that the above information furnished by us in correct. I/We Further agree that any
change in any of the information given above will be immediately informed in writing to
SMART ROADIES and obtain SMART ROADIES Consent to it.

Yours Faithfully,

Date: . . v. . .

Signature: . . v. . .

Name: . . v. . .

(Proprietor / Partner / Director)

Encl: 1. Site Plan and Photographs.

2. Xerox of PAN Card
(To Support item no. 14, We enclose a site plan showing location of workshop, its building
plan with detailed measurements and a few photographs from different angles to indicate its
appearance and layout.).

87
Bibliography

88
 Bibliography

1. https://www.magnikindia.com/
2. https://tenhardindia.com/employee/login.php
3. https://tenhardindia.com/
4. https://doi.org/10.1108/978-1-78973-233-720191012
5. https://doi.org/10.1108/09590550010349253
6. https://doi.org/10.1108/978-1-78754-968-520181012
7. https://doi.org/10.1108/02640470810921655
8. https://doi.org/10.1108/17505930810931035
9. https://doi.org/10.1108/EUM0000000005283
10. https://doi.org/10.1108/02634509710185289

89
Remark

90
91