SANRAJ

8/10/2019 SANRAJ

1/76

_______________________________________________________________MBA (IT)

A

Project Report on

Survey Regarding Market Share ofSurvey Regarding Market Share of

YOU TELECOMYOU TELECOM

With Reference to

(YOU TELECOM INDIA Pvt.Ltd.,

PUNE)

Submitted toBHARATI VIDYAPEETH UNIVERSITYPUNE

!or the "#"rd of

Imp"rti"$ fu$fi$$ment of the re%uirement for "#"rd of the de&ree

BA'H()R )! BUSINESS AD*INISTRATI)N

BY

Mr.SANDEEP.N.RAJMANE Under the &uid"nce of

Prof.A.K.AGRAWAL

Throu&h

The director,

Bharati Vidyapeeth University, Pune.

BVU I/MR/R/D/A Sangli_________________________________________________

8/10/2019 SANRAJ

2/76

_______________________________________________________________MBA (IT)

Institute of Management and Rural evelopment !dministration,

"angli.

+,,-.,/

Bh"r"ti Vid0"peeth Uni1er2it0 Pune3

In2titute of *"n"&ement "nd Rur"$ De1e$opment

Admini2tr"tion S"n&$i3 CERTIFICATE

This is to certify that *r3 S"ndeep3N3R"jm"ne Bearing the Roll

#um$er%&' is a Bonafied student of this Institute studying MB! (IT)

Trimester%VI course during &**'%&**+, has completed Trimester%VI

Internship Proect during -*th e$. to /*th March.&**'. in You Te$ecom

Indi" P1t3(td.on the topic 4Sur1e0 Re&"rdin& *"r5et Sh"re of6 Y)USur1e0 Re&"rdin& *"r5et Sh"re of6 Y)UTE(E')*6TE(E')*6

The "tudent has prepared the Internship Report under the 0uidance of

my $ased on the information and ata collected $y him of this purpose.

Internal 0uide 1.2. irector

Prof. !.3.!gra4al Prof !.R.Ugale r. !run P 0hatule

(To $e filled in $y the office)

ate of su$mission

56ternal 56aminer

#ame "ignatureBVU I/MR/R/D/A Sangli_________________________________________________

8/10/2019 SANRAJ

3/76

_______________________________________________________________MBA (IT)

Internal 56aminer

#ame "ignature

DeclarationDeclaration

To,To,

The irector,The irector,

Bharati Vidyapeeth University, PuneBharati Vidyapeeth University, Pune

Institute of Management and Rural evelopment !dministration,Institute of Management and Rural evelopment !dministration,

"angli."angli.

Respected "ir, Respected "ir,

I, undersigned, here$y declare that the proect reportI, undersigned, here$y declare that the proect report

entitledentitled 7Sur1e0 Re&"rdin& *"r5et 2h"re of You Te$ecom87Sur1e0 Re&"rdin& *"r5et 2h"re of You Te$ecom8

developed and su$mitted $y me under the guidance of Prof.developed and su$mitted $y me under the guidance of Prof.!.3.!gra4al is my original 4or7. The empirical findings in this!.3.!gra4al is my original 4or7. The empirical findings in this

report are $ased on the data collected $y me.report are $ased on the data collected $y me.

The matter presented in this proect is not copied fromThe matter presented in this proect is not copied from

any source. I understood that any copy is lia$le to $e punished inany source. I understood that any copy is lia$le to $e punished in

any 4ay the University authorities deem to fit. This 4or7 hasany 4ay the University authorities deem to fit. This 4or7 has

$een su$mitted for the a4ard of Bachelor of Business$een su$mitted for the a4ard of Bachelor of Business

!dministration MB! (IT) Trimester%VI to Bharati Vidyapeeth!dministration MB! (IT) Trimester%VI to Bharati Vidyapeeth

University, Pune.University, Pune.

Place% "angliPlace% "angli


8/10/2019 SANRAJ

4/76

_______________________________________________________________MBA (IT)ate %ate %

"ignatureMr. "andeep.#.Ramane

MB! (IT) &'


8/10/2019 SANRAJ

5/76

_______________________________________________________________MBA (IT)

AcknowledgementAcknowledgement

The proect report is o$viously not the result of my 4or7 alone.The proect report is o$viously not the result of my 4or7 alone.

Many personalities having directly or indirectly involved, 4ithoutMany personalities having directly or indirectly involved, 4ithout

4hom this proect completion 4ould not have $een possi$le.4hom this proect completion 4ould not have $een possi$le.

I convey my respectful toI convey my respectful to Prof3A393A&r"#"$Prof3A393A&r"#"$ my guide, 4homy guide, 4ho

is immensely contri$uted to4ards the successful completion of thisis immensely contri$uted to4ards the successful completion of this

proect. It is his perspective guidance from inception to the end thatproect. It is his perspective guidance from inception to the end that

has $een largely responsi$le for giving me sense of direction andhas $een largely responsi$le for giving me sense of direction and

motivation.motivation.

I also e6press my sincere than7s to our irectorI also e6press my sincere than7s to our irector Dr3 Arjun P3Dr3 Arjun P3

:h"tu$e:h"tu$e, all teaching and non teaching staff of the institute for their, all teaching and non teaching staff of the institute for their

7ind co%operation.7ind co%operation.

I also than7ful *r3 R"je2h 9"d"m ;Senior *"n"&er.

'u2tomer Ser1ice A22oci"te

8/10/2019 SANRAJ

6/76

_______________________________________________________________MBA (IT)

INDE=

'h"pter

no3

Topic P"&e

no3

I Introduction to the 2tud0i. Introduction

ii. 2$ective of studyiii. "cope of studyiv. 9imitationv. Research of Methodology

%Primary ata%"econdary ata

II )r&"ni>"tion Profi$e

i. Introduction of companyii. 2rgani;ation chartiii. Product Profile

III Theoretic"$ B"c5&round

IV D"t" An"$02i2 ? Interpret"tion

V !indin& ? Su&&e2tion

VI 'onc$u2ioni3 Bi$liographyii3

8/10/2019 SANRAJ

7/76

_______________________________________________________________MBA (IT)

'HAPTER.@RESEAR'H DESI:N

Introduction of the Stud0

Telecommunications is one the fastest gro4ing service industries in

the 4orld. In the developed countries, the accent of gro4th is on the value

added services, "uch as e%mail, cellular phones etc. and the trust is on

improving $asic Broad$and !vaila$ility in the developing countries. This

sector plays a crucial role in spurring 0ro4th, especially industrial and

services, in any economy.

Multinational companies are investing in developing countries

$ecause of huge latent demand. Broad$and penetration has reached

saturation levels in the developed 4orld. Telecommunications historically

has $een a state initiated and controlled sector in countries. The last t4o

decades has 4itnessed a restricting of the entire sector across the glo$e, in

terms of privati;ation in the developing countries has triggered inflo4 of

foreign capital and technology.

=ommunication forms an important part of the day%to%day activities.

5very $usiness is $ased on communication apart from 4or7, rather for

personal 4or7 communication is pre%re>uisite. =ommunication can $e

carried 4ith various channels such as 4ritten, oral communication. 2ralcommunication can $e done face to face or on internet suffering, chatting

Broad$and.


8/10/2019 SANRAJ

8/76

_______________________________________________________________MBA (IT)

)BE'TIVES

-. To find mar7et share of ?8ou Telecom@.

&. To find out customer satisfaction.

/. To study competitors of ?8ou Telecom@.

A. To find out a4areness a$out ?you Telecom@.

To find Cout the customers attitude a$out ?8ou Telecom@ price, >uality,

speed, appearance.

S')PE )! THE STUDY

The title of the research is mar7et shares of Broad$and services 4ith the

special references to the You Te$ecomin Pune city.

-. "tudy 4as conducted in the city of PU#5 to 7no4 the Mar7et of4Y)UTE(E')*6 Bro"db"nd ISP6S(Internet "ervices providers)

services.

&. The study 4as carried a$out each and every aspects of the Broad$and

in the city.

/. The study 4as carried out to 7no4 the >uality services provided $y

the competitors.

A. The study 4as conducted to create a4areness a$out the Broad$and

services and the associated products among the customers.


8/10/2019 SANRAJ

9/76

_______________________________________________________________MBA (IT)

Re2e"rch *ethodo$o&0

Research methodology is the $ase of every research proect.

The concept DmethodologyE refers to systematic study of investigation.

Prim"r0 D"t" .

It is mainly confined to the method of the intervie4ing F

o$servation 4ould li7e to present he under the adopted se>uence of

method F techni>ues in this study.

The data collected $y survey method using the

8/10/2019 SANRAJ

10/76

_______________________________________________________________MBA (IT)

(imit"tion2 of the Stud0

The follo4ing are the limitations of the study.

-. It $ecomes difficult to collect the necessary information in detail

4ithin a short span of time * days.

&. Most of customers avoids giving the correct information re>uired for

this research 4or7 due to fear of the management action.


8/10/2019 SANRAJ

11/76

_______________________________________________________________MBA (IT)

'HAPTER.+

@3 )r&"ni>"tion Profi$e

YOU TELECOM PROFILE

HISTORY

"et up in &**- $y British 0as as I>ara Broad$and, Y)U Telecom

India Pvt 9td $ecame a =itigroup Venture =apital International (=V=I)

o4ned company in &**H.

Y)UTelecom is one of the earliest I"2 +**-&*** certified internet

companies, ensuring you of >uality service 4ith high speeds. 2ne of the

only companies to have complete o4nership over the ?last%mile@ ca$le

net4or7 to your home, it has the advantage and the po4er to 7eep you

connected at all times..

Y)UTelecom is a category ?!@ I"P and India@s first I"2 accredited

$road$and service provider. 2ne of the leading independent I"Ps in India,

Y)U offers high speed Internet, voice and video services through ca$le

modem platform to residential, "M5 and corporate customers in -& cities.

!s a part of its gro4th plans, Y)Uis rapidly e6panding its presence in other

cities across the country.


8/10/2019 SANRAJ

12/76

_______________________________________________________________MBA (IT)

Infrastructure

82U@s over -- 7ms of optic fi$re ca$le and A*** 7ms of last mile

coa6ial ca$le net4or7 in all its operational cities facilitates 4orld%class

service delivery to its customers. The company has so far invested Rs A

$illion on $road$and ca$le infrastructure across -& operational cities (Pune,

"urat, Mum$ai, #avi Mum$ai, =hennai, !hmeda$ad, 1ydera$ad,

Visha7apatnam, Vadodara, 0urgaon, Bangalore, and Ra7ot)

The net4or7 has $een put together $y partnering 4ith companies li7es

Motorola, !vvaya, =ommscope, =isco etc. 82U employ over -A** people

across -& cities and in Pune $ranch employ -/* people. Plans to dou$le up

its talent $ase over the ne6t t4o years. In Pune city located on !rea ne6t

page,


8/10/2019 SANRAJ

13/76

_______________________________________________________________MBA (IT)

4You Te$ecom6 A1"i$"b$e Are" ;PUNE

8/10/2019 SANRAJ

14/76

_______________________________________________________________MBA (IT)

4You Te$ecom6 A1"i$"b$e Are" ;PUNE

8/10/2019 SANRAJ

15/76

_______________________________________________________________MBA (IT)

VALUES

Teamwork

=ompanies strongly $elieve that $est solutions come 4hen 4or7ingtogether 4ith colleagues and customers.

9isten to and respect each other 4hilst 4or7ing together to achieve

mutually $eneficial results.

=hec7 4ith colleagues 4hen unsure and ta7e their help 4hen needed.

=onflict is $rought out into the open and dealt 4ith constructively

until all parties are satisfied 4ith the result 2R resolved according to

agreed guidelines

Excellence

!l4ays strive to deliver 4hat 4e promise $oth to internal and e6ternal

customers.

=reate an environment of continuous learning and improvement that

enhance >uality of 4or7 force leading to $etter customer e6perience.

Leadership

! visionary, courageous and inspirational leadership is core to our

$usiness.

It helps us lead 4ith clients, lead 4ith people and a$ove all attain

thought leadership. =ompany $elieve in creating young leaders at all levels of the

hierarchy


8/10/2019 SANRAJ

16/76

_______________________________________________________________MBA (IT)

Ownership

! vital element responsi$le for internal and e6ternal customer good

4ill is o4nership of actions and delivera$les.

5ach of us is fully accounta$le for retaining our customers ensuring

repeat $usiness.

Customer Service

=ustomer is the reason for our e6istence and serving them is ourmotto.

!l4ays ensure heJshe is completely satisfied 4ith our policies, terms,

conditions and $ill statements.

=ompanies ma7e it a point to ta7e hisJher suggestion to serve $etter.

DEPART*ENT )! 4Y)U TE(E')*6 *AR9ETIN: DEPART*ENT

o SA(ES

o TE'HNI'A(

!INAN'ES DEPART*ENT

IT. DEPART*ENT

H3R DEPART*ENT

'UST)*ER 'ARE DEPART*ENT


8/10/2019 SANRAJ

17/76

_______________________________________________________________MBA (IT)

YOU TELECOM LOCATIO! ACROSSI!"IA

Ser1ice Are". @+ citie2

@3 PUNE

+3 AH*EDABAD

C3 SURAT

3 VAD)DARA

3 :UR:A)N

F3 HYDERABAD

G3 VISHA9APATNA*

-3 'HENNAI

/3 *U*BAI

@,3 NAVI *U*BAI

@@3 BAN:A()RE

@+3 RA9)TBVU I/MR/R/D/A Sangli_________________________________________________

8/10/2019 SANRAJ

18/76

_______________________________________________________________MBA (IT)

Locations across In#ia


8/10/2019 SANRAJ

19/76

_______________________________________________________________MBA (IT)

You Telecom $ro#uct%s

&' (roa#)an#

CBro"db"nd is an al4ays%on gate4ay to a #e4 Korld of Internet

$ased services delivered at relatively faster speed to households F

$usinesses. Broad$and is a huge digital pipeline that lin7s consumer to the

InternetLs deepening pool of ne4s, information, entertainment and data.

TR!I has defined Broad$and as Can al4ays%on data connection 4ithminimum speeds of &H3$psC.

82U Telecom offers high%speed data, voice and video services

through the Internet. Primarily, it offers high speed Internet services to

residential, corporate and "M5 customers. or corporate and "M5

customers 82U offers dedicated leased line to ena$le them to send huge

amounts of data. It is the first private I"P to announce & M$ps plans in &**4hen 0overnment made it mandatory for all I"Ps to provide the service


8/10/2019 SANRAJ

20/76

_______________________________________________________________MBA (IT)

Plan Details

Tarrif$lan

Vali#it* S+ee# ,REELimit

,, & Mont- ./0 1)+s 2 u+to . M)+s' .3/ 4(

+, & Mont- ./0 1)+s 2 u+to . M)+s' & 4(

/,, & Mont- U+to ./0 1)+s Unlimite#

, & Mont- U+to 50 1)+s Unlimite#

F, & Mont- U+to &5. 1)+s Unlimite#

+// & Mont- U+to .66 Minutestal7time US 8 ,ar east 9

Euro+e Lan#line

,reeSoft+-one

F// & Mont- U+to 066 Minutestal7time to US 9 Euro+e

9 ,ar east Lan#line

,reeSoft+-one


8/10/2019 SANRAJ

21/76

_______________________________________________________________MBA (IT)

.'VoI$

VoIPor Voice over Internet Protocol is a revolutionary technology

that allo4s you to ma7e calls using your internet $road$and connection

instead of your regular phone line. It is generally used to ma7e international

calls

Benefit2

=heap International rates VoIP calls are 7no4n to $e much cheaper than

e>uivalent services offered $y traditional phone companies. ! single

$road$and net4or7 is used to carry $oth voice and data. This su$stantial cost

saving occurs $ecause the technology allo4s the net4or7 to carry severalcalls in the same amount of space that normally carries a single call in a

traditional phone net4or7. !lso, the data is compressed allo4ing more space

and thus, lo4er rates.

!e"ture2 of VoIP

N =aller IN =all KaitingN =all TransferN =all Bloc7N =all 1oldJMusic on 1oldN =all ReturnN o not istur$


8/10/2019 SANRAJ

22/76

_______________________________________________________________MBA (IT)

82U@s Internet Telephony service (holds IT"P license) allo4s users

to ma7e International calls at afforda$le rates. To further enhance its VoIP

offerings 82U ac>uired !hmeda$ad%$ased I"P Ice#et in &**, 4hich had

strong VoIP solutions.

82U is also one of the first to introduce IP phones in India. It is a

fi6ed landline device that uses $road$and connection instead of a telephone

line to ma7e calls.

82U offers international calling cards to ena$le people 4ith any

$road$and connection to ma7e VoIP calls. These cards are availa$le in range

of denominations. Kith 82U VoIP solutions customers can save up to %'*O of their I" $ills.

:' ;ireless 2;i,i' )roa#)an#

To further its $road$and presence 82U Telecom entered into **

V 4ith Malaysian Kii maor Red "napper. 82U "napper, the V, 4ill

offer 4ireless as last mile connectivity to 82U $road$and customers.Kireless adds mo$ility to 82U@s e6isting offerings of high%speed data, voice

and video services. Kith this service 82U 4ill tap ne4 mar7ets and enhance

connectivity to e6isting customers in all its -& operational cities.


8/10/2019 SANRAJ

23/76

_______________________________________________________________MBA (IT)

8/10/2019 SANRAJ

24/76

_______________________________________________________________MBA (IT)

0' Online Value A##e# Services

Y)U offer " 1"riet0 of V"$ue Added Ser1ice2 to it2

bro"db"nd cu2tomer2

Y)U P$"0% online gaming service 4ith over -** ne4 games added

every month. =ontent provided $y India games, 3reeda games etc.Y)U (e"rn% online education service for school and college students

po4ered $y &A6 0uru.

Y)U '"$$% Internet Telephony, allo4s ma7ing international calls at lo4

rates.

Y)U !one% ! telephone that uses $road$and connection to ma7e I".

!e"ture2 ? Benefit2 .

Hi&h.Speed Internet.

Ke deliver speeds of up to & Mp$s. This higher $and4idth 4ill

increase the efficiency rate 4hilst ena$ling you to enoy the multimedia rich

online content, as you 4ill not have to endure congested net4or7s

No '"b$in& Re%uired.

Ke utili;es a state%of%the%art digital 4ireless net4or7 to deliver

superior $road$and service thus, it doesnLt re>uire any ca$ling 4or7s.


8/10/2019 SANRAJ

25/76

_______________________________________________________________MBA (IT)

No Phone (ine2.

!s it is delivered via a digital 4ireless net4or7 and it is al4ays on,

instant connection service that doesnLt re>uire the dial%up technology,

therefore phone lines are not re>uired, saving on monthly phone rentals and

call charges

The service is designed to $est suit the consumerLs needs. Kith plans,

you can no4 surf the net minus the 4orries of 7eeping trac7 of the usage

minutes. 8ou can no4 surf &A 6 at one flat monthly fee.

'u2tomer Ser1ice "nd Support 'entre.

! state%of%the%art =ustomer "ervice =entre can $e accessed to ans4er

your en>uiries regarding the service. This centre is capa$le of providing you

first and second level trou$leshooting capa$ilities to ensure ma6imum

customer satisfaction


8/10/2019 SANRAJ

26/76

_______________________________________________________________MBA (IT)

)R:ANIATI)N 'HART


=hief56ecutive

officer

=hiefinancial

2fficer

"cod1ead

IT1ead

5 " 01ead

=ustomer

=ontroller

1ead1.R

VicePreceden

t2fficer

inancial=ontroller

Manager

"eniorManager

Manager

"enior56ecutiv

e

"eniorManager

Manager

"enior56ecutiv

e

56ecutive

56ecutive

"eniorManager

Manager

"enior56ecutiv

e

56ecutive

"enior

Manager

Manager

"enior56ecutiv

e

56ecutive

"eniorManager

Manager

"enior56ecutiv

e

56ecutive

"enior

Manager

Manager

"enior56ecutiv

e

56ecutive

8/10/2019 SANRAJ

27/76

_______________________________________________________________MBA (IT)

Competitor Of You Telecom&

Broadband Companies in Pune

Broad$and service in Pune is provided $y various internet service

providers. 1ere is the list (and if possi$le, the tariff as 4ell) of all the

$road$and providers in Pune.

B S N (

B"#9 is the $iggest $road$and service provider in Pune. !re they

are also the one offering the highest $and4idth in Pune. They have different

plans (time limited, do4nload limited and unlimited) for home and $usiness

users. Their $and4idth various from &H 7$ps to 'm$ps. 8es, they are the

only one providing 'm$ps $and4idth to $usiness users.

B"#9 Broad$and is the Broad$and service of B"#9. This service is

$eing provided on e6isting copper 4ire infrastructure. In addition to the1igh "peed Internet "ervice $eing provided through this technology, other

services such as VP#, Multicasting, Video =onferencing, Video%on%

emand, Broadcast application etc have also $een added.


8/10/2019 SANRAJ

28/76

_______________________________________________________________MBA (IT)

(S!L (roa#)an# ? Initial an# ot-er C-ar=es

Installation charges Rs 250(If modem taken from BSNL

Sec!rit" #eposit of $odem(ref!nda%le

Rs 500 (if applica%le

&d'ance $onthl" Rental for$odem

&ccording to t"pe of $odem (&sapplica%le

Sec!rit" #eposit for BB One month charges as per lan %!tma)im!m to Rs 5000*+ (or as

applica%le&d'ance $onthl" Rental forBB

&s per %illing c"cle (one $onth *twomonths

Shifting ,harges Nil

,hange of lan ,harges Nil

*odem ch"r&e2 T0pe

Mo#em C-ar=es Mo#em T*+e

$odem Sale rice

(One timecharges

T"pe+I T"pe+II T"pe+III T"pe+I-

Rs./000 Rs./00 Rs./000 Rs./00

$onthl" Rental Rs.50 Rs.10 Rs.50 Rs.10

$onthl" Rentalafter 2 months

Rs. 25 Rs. 0 Rs. 25 Rs. 0

Committe# $erio# for free Mo#em

Home $lans (usiness $lans

$lan Committe#$erio#

$lan Committe# $erio#

3ome/100

/2 months B!siness /200/1 months

3ome4400

months B!siness 4000 months

B!siness 5000 months B!siness 0004 months


8/10/2019 SANRAJ

29/76

_______________________________________________________________MBA (IT)

Term2 "nd condition2

"ecurity eposit for all Broad$and plans 4ill $e e>uivalent to 2ne

Month i6ed =harges ($ut Ma6. Rs ***J%) e6cept rural, 1ome-&,

1ome&* and "tartup Plan &*. "ecurity deposit for BB shall $e e6emptedfor =I=s on $ul7 connections (Q&) su$ect to an underta7ing given $y =I=

"ecurity eposit F i6ed Monthly =harges for the Modem 4ill $e as

per the e6isting instructions

Minimum 1ire period for all Broad$and plans 4ill $e one month. In

case of surrender of Broad$and =onnection after one month, the charges

shall $e recovered on pro%rata $asis

In case of premature surrender of Broad$and !nnual plan option, the

charges shall $e adusted on pro%rata $asis ta7ing the disconnected M=

rate. In addition one month full M= shall $e levied as early termination

charges hence forth.

or the $road$and plans, 4here free modem is offered to the

customer, 4ill $e su$ect to that the customer commits for a period of -&

months and pays the necessary charges in advance. In this case, the modem

shall $e the property of the customer and 4ill not $e re>uired to return in

case of surrender


8/10/2019 SANRAJ

30/76

_______________________________________________________________MBA (IT)The tariffs of all the Broad$and plans mentioned a$ove are in addition

to the normal Monthly chargesJ usage charges of the Bfone e6cept com$o

plans

AIRTE( BR)ADBAND

!irtel from Bharti also provides $road$and services in Pune. They

provide $road$and for cellular phone users as 4ell as home users.

There are some more second tier local $road$and service

providers in various areas. 56perience a Broad$and life and discover endless

possi$ilities. o4nload your favorite songs, play e6clusive games, send or

receive large documents photos as email attachments on a lightening fast,

secure F relia$le Internet connection. Kith !irtel

Highspeed Broad$and, enoy superior 4ay to access rich information

of internet 4ith enough fun F learning for everyone. To find out the !irtel

$road$and F internet tariffs availa$le in your city, please select your

location from the drop%down. Broadband internet definition as per the

TR!I %!l4ays on connection 4ith minimum do4nload speed of &H 7$ps.

Bro"db"nd Ad1"nt"&e


8/10/2019 SANRAJ

31/76

8/10/2019 SANRAJ

32/76

_______________________________________________________________MBA (IT)

Surf #hi$e 0ou t"$5J%

#o more missed calls or $loc7ed telephone lines 4hile using the

internet. !irtel Broad$and "ervices connection does not $loc7 e6isting

telephone lines and allo4s one family mem$er to use the phone 4hile

another mem$er surfs the net. #o more missed calls and no more fights

Robu2t in2t"$$"tion.

2ur 4orld class infrastructure F end%to%end digital net4or7 of

underground copper ca$le lines ensure an e6tremely ro$ust connection that

eliminates the ris7 of damage. "uperior server technology and a dedicatedport provide total security to data storage and information e6change through

the Internet

+KG cu2tomer 2upport.

Ke are ust an email or a phone call a4ay. Round%the%cloc7, /H days

a year To help us serve you even $etter, 4e loo7 for4ard to your feed$ac7.8our suggestions for improvement, $ric7$ats and even an occasional

$ou>uet, 4ill only help us reali;e our promise


8/10/2019 SANRAJ

33/76

_______________________________________________________________MBA (IT)

TATA INDI')*

Tata Indicom Broad$and is the $road$and offering of Tata

=ommunications Internet "ervice 9imited, India Ls leading provider ofInternational Telecommunications and Internet "ervices.

#o4 a part of the T!T! 0roup, Tata =ommunications Internet

"ervices 9imited is rapidly gro4ing its retail and corporate presence under

the Tata Indicom $rand through internet products li7e high speed $road$and,

dial%up internet, net telephony and Ki%i.

TR!I (Telecom Regulatory !uthority of India) has defined $road$and

as D!n al4ays on data connection having the capa$ility of minimum

do4nload speeds of &H 7$psE.


8/10/2019 SANRAJ

34/76

_______________________________________________________________MBA (IT)Po4ered $y the commitment and technical e6pertise of $oth

companies, Tata Indicom Broad$and offers you an internet e6perience that

4on@t ust change the 4ay you surf... it 4ill change the 4ay you live

TER*S AND ')NDITI)NS

T'IS( T"t" 'ommunic"tion2 % Refers to T"t" 'ommunic"tion2

Internet Ser1ice2 (imited having its Registered 2ffice at &A =apt 0aurMarg, "rinivaspuri, #e4 elhi --* *H 4hich has $een granted a 9icense $y

the 0overnment of India, Ministry of =ommunication, epartment of

Telecommunication for providing Internet "ervice and 4hich has esta$lished

net4or7 system for providing such Internet "ervice.

A22oci"te Are" % Means any portion of an area 4ithin the 92=!9!R5!, 4hich has $een identified and designated as !ssociate !rea 4ithin

4hich the !ssociate has to perform his duties under an agreement 4ith

T=I"9 and includes a 4hole $uilding located 4ithin the said !ssociate !rea.


8/10/2019 SANRAJ

35/76

_______________________________________________________________MBA (IT) Bro"db"nd % TR!I (Telecom Regulatory !uthority of India) has

defined $road$and as D!n al4ays on data connection having the capa$ility

of minimum do4nload speeds of &H 7$psE.

'onnection % Refers to all activities associated 4ith providing of"ervices for accessing internet $y the =ustomer or $y his authori;ed person

at =ustomer Premises, through T=I"9 or its authori;ed !ssociate.

'u2tomer % Means any person 4ho has agreed to avail under these

terms and conditions "ervices from T=I"9 and to pay all the Installation

=harges and "ervice =harges for the "ervices provided to =ustomer andJor

their authori;ed person or persons.

Pre.p"id L Means a method of payment for internet service that

allo4s a customer to prepay for a set amount of internet usage in advance

of actual usage. 0enerally, a customerLs prepaid account is de$ited on a

real%time $asis so that actual usage cannot e6ceed the prepaid amount until

an additional pre%payment is made.

Po2t.p"id: Means a method of payment for internet service 4here

a customer pays for a portion of the services and usage in arrears,

su$se>uent to consuming the services.


8/10/2019 SANRAJ

36/76

_______________________________________________________________MBA (IT)

TATA INDI')*

Various unlimited tariff plans

T*+e $lan S+ee#21)+s'

,air Usa=e Limit2M(>Mont-'

Unlimite# 0< /@666

Unlimite# &. .6@666

Unlimite# ./0

8/10/2019 SANRAJ

37/76

_______________________________________________________________MBA (IT)Hi&h.2peed 2urfin&

"urf at $la;ing speed from -&' 7$ps to &H7$ps through the high

$and4idth capa$ility of ca$le. #o4 you can enoy $eing online, $e it

shopping, gaming, $an7ing or ust a$out doing anything online.

A$#"02 on$ine

1ath4ay Broad$and Internet is al4ays on. #o4 $road$and Internet is at

your fingertips, ust s4itch on your P= and startsurfing. #o dial ups, no

disconnection, no login hassles. 8ou are al4ays connected to the Internet.

Phone !ree Internet

orget your dial up connection, 1ath4ay Broad$and Internet $rings

you high speed $road$and Internet many times faster than a dial up

connection 4ithout engaging your telephone.

Secure Internet

1ath4ayLs Broad$and Internet $rings you secure F sta$le Internet

service. It is $ased on 2="I" (ata 2ver =a$le "ervices Interface

"pecifications) protocol, 4hich provides a level of security e>ual to or $etter

than that provided $y dedicated%line net4or7 access services, li7e the

telephone, I"# or "9.


8/10/2019 SANRAJ

38/76

_______________________________________________________________MBA (IT)

Sub2cription P$"n2

Brand #ame

Re&u$"r

=tr"

Mu"rter$0

B"nd#idth

Upto

Sub2cription

'h"r&e2

;R23uestions, it is not a pure or $asic research. It helps in$asic or fundamental >uestions, it is not a pure or $asic research. It helps in

pro$lem solving F is moreover pro$lem oriented.pro$lem solving F is moreover pro$lem oriented.

De%nitions

Ma&keting Resea&c' ma( )e de%ned as t'e

s(stematic gat'e&ing *&eco&ding and anal(sing o+ data

a)o,ts -&o)lem &elating to t'e ma&keting o+ goods

and se&.ices ,nde& essentiall( non/&ec,&&ing

conditions

/ $ast(

Roland *0 and Till R TED

ma&keting &esea&c' 'as to do wit' t'e gat'e&ing

*-&ocessing *anal(sissto&age and dissemination o+

in+o&mation to +acilitate and im-&o.e decision/making1

/ #ei)e&t

2ose-' C


8/10/2019 SANRAJ

41/76

_______________________________________________________________MBA (IT)

MARETI!" RE#EARC$

"uirements of good

research % systematic search and o$ectivity in collection F analysis of the

data.

b

8/10/2019 SANRAJ

42/76

_______________________________________________________________MBA (IT)

Wh0 i2 *"r5et Re2e"rch import"nt

Mar7et research is an essential part of any $usiness that 4ants to offer

products or services that are focussed and 4ell targeted. Business decisions

that are $ased on good intelligence and good mar7et research can minimi;e

ris7 and pay dividends and $y ma7ing mar7et research part and parcel of the

$usiness process and conducting mar7et research throughout the lifecycle of

a product or service mar7et research 4ill $ring the follo4ing $enefits%

Mar7et research 4ill help you $etter communicate % 8our current

customers e6periences are a valua$le information source, not only 4ill they

allo4 you to gauge ho4 4ell you currently meet their e6pectations they can

also tell you 4here you are getting things right and more importantly 4here

you are getting things 4rong.

By as7ing the customer you not only sho4 them that you care $ut

you also ta7e the guess 4or7 out of customer services.

Mar7et research helps you identify opportunities : If you are

planning to operate a ne4 service and 4ant to 7no4 the preconceived

attitudes people have then mar7et research can help, not only in evaluatingthe potential for a ne4 idea, $ut also $y identify the areas 4here a mar7eting

message needs to honed.

Mar7et research 4ill minimise ris7 % Mar7et research can help shape a

ne4 product or service, identifying 4hat is needed and ensure that the

development of a product is highly focused to4ards demand.

Mar7et research creates $enchmar7s and helps you measure your

progress % Unless you measure you may not $e a$le to gauge ho4 4ell your

$usiness is performing. 5arly research may highlight glaring holes in your

service or short falls in your product, regular mar7et research 4ill sho4 if

improvements are $eing made and, if positive, 4ill help motivate a team.


8/10/2019 SANRAJ

43/76

_______________________________________________________________MBA (IT)

C9!""II=!TI2# 2 M!R35TI#0 R5"5!R=1

Marketing Research can be classifed as

ollows: a3 Mode o+ o-e&ation

=ollection of data $y des7 research or through field research.

)3 T(-e o+ -&od,cts

ifferent techni>ues 4ould $e re>uired for consumer products F

those for industrial products.

c3 Location o+ ma&kets

epending on nature of product, the location of mar7ets could $e

situated. or e6ample most of the refineries in India are situated at coastal

areas, hence refinery mar7ets are situated at

"o in short 4e can say that the main o$ectives of mar7eting research are

Location o+ ma&kets

-. To lin7 the consumer, customer F pu$lic the

mar7eter through information used to identify F

define mar7eting opportunities, pro$lem.

&. To generate, refine F evaluate mar7eting action.

/. Monitor mar7eting performance F improve

understanding of mar7eting as a process.

A. To find out potential of mar7et.

. To stretch on original conception of the product to

the final delivery to the consume


8/10/2019 SANRAJ

44/76

_______________________________________________________________MBA (IT)

Scope of *"r5etin& Re2e"rch

The 4hole approach of mar7eting pivots around meeting consumerneeds. It is essential to understand 4hat consumer 4ants, ho4 it perceives

the product, ho4 it ma7es $rand choices etc.

In order to ta7e decisions any mar7eter 4ould constantly Monitor

such formation and, o$tain a continuous feed $ac7 of the trends in the

mar7et. !s such mar7eting research is a effective tool for measuring

consumers aspirations, trade channel $ehavior, competitive action etc. It

provides a lin7age $et4een the corporate environment and the mar7eting

organi;ation. Mar7eting research, thus may $e vie4ed as an important tool

used as an aid for tac7ling pro$lems in mar7eting.

The 2cope of m"r5etin& re2e"rch cou$d co1er the

bu2ine22 prob$em2 re$"tin& to the fo$$o#in&

-. Type of consumers that comprise present and potential mar7ets.

&. Buying ha$its and pattern of consumption.

/. "i;e and location of different mar7ets, not only in India $ut overseas

also

A. The prospects for gro4th or contraction for the current mar7ets $eing

served.

. #e4 mantras of emerging segments.


8/10/2019 SANRAJ

45/76

_______________________________________________________________MBA (IT)

H. The mar7eting F manufacturing capa$ilities of competitors.

. Most suita$le entry timing.'. The current F prospective competitive position 4.r.t. price, >uality,

reputation etc.

+. =hances of improvement of current channels.

-*2ptimum use of promo % tools

--. The macro environmental factors li7e changes in government

regulations, effect of technological innovations, ur$ani;ation etc., that 4ill have any effect on the mar7et for the product under

consideration.


8/10/2019 SANRAJ

46/76

_______________________________________________________________MBA (IT)

*AR9ET SHARE

Mar7et share is the portion or percentage of sales of a particular

product or service in a given region that are controlled $y a company. If, fore6ample, there are -** 4idgets sold in a country and company a sells A/ of

them, then company ! has a A/O mar7et share. 8ou can also calculate

mar7et share using revenue instead of units sold. If company ! sold 4idgets

for a total cost of 'H* and the people in the country spend a total of &,***

on the same 4idgets, then the mar7et share is 'H*J&,*** or A/O. The t4o

different methods of calculating mar7et share 4onLt al4ays provide the sameans4er, $ecause different companies may charge slightly different prices for

the same type of widget.

Mar7et share is used $y $usinesses to determine their competitive

strength in a sector as compared to other companies in the same sector. It

also allo4s you to accurately assess your performance from year to year. If

you only use sales to measure your performance, then you donLt ta7e intoaccount the mar7et conditions that may have improved or decreased your

sales. 8our sales may have gone up $ecause of increased popularity of your

type of 4idget, or they may have gone do4n $ecause of a drought or

recession. "ince those factors are $eyond your control, they donLt give you

meaningful information a$out ho4 you are actually doing as a company in

terms of improving your $usiness. By measuring mar7et share, you can seeif you are doing $etter or 4orse compared to other companies that are facing

the same challenges and opportunities that you are.

http://www.wisegeek.com/what-is-a-widget.htmhttp://www.wisegeek.com/what-is-a-widget.htm

8/10/2019 SANRAJ

47/76

_______________________________________________________________MBA (IT)

There are four $asic 4ays you can improve your mar7et share. 8ou

can improve your product so that it is $etter than your competitors or you

can change the price or offer special incentives for $uyers, such as discounts

or sales. !lternatively, you can find ne4 methods to distri$ute your product

so people can $uy it in more places. inally, you can advertise and promote

your product. Using these techni>ues in any com$ination may improve

mar7et share.

Increased mar7et share is not al4ays the $est solution for $usinesses.

It might not $e profita$le if it is associated 4ith e6pensive advertising or a$ig price decrease. ! company may not $e a$le to meet the demand of an

increased mar7et share 4ithout huge investments in ne4 e>uipment and

employees. In some cases it can $e to a companyLs advantage to decrease

mar7et share, if the lo4er costs of lo4er mar7et share can improve

profita$ility. Managing mar7et share, therefore, is a very important aspect of

managing a $usiness.


8/10/2019 SANRAJ

48/76

_______________________________________________________________MBA (IT)

Yo Teleco!"

csto!erDATA ANA(YSES

?INTERPREATATI)N


8/10/2019 SANRAJ

49/76

_______________________________________________________________MBA (IT)

@ 5no#in& "bout 4Y)U TE(E')*6

TAB(E.

*EDIA Re2pondent2 In O

#5K@" P!P5R -' /HO

R5I2 -*O

R59!TIV5"JIR5# - /AO

2R M!R35T -* &*O

Tot"$ , @,,O

')**ENTIn this chart /HO customer 7no4 a$out ?82U T595=2M@ from his

#e4spaper, -*O customer from the Redio, /AO customer 7no4 a$out from

Relatives and friend and &*O 7no4 a$out from mar7et.


8/10/2019 SANRAJ

50/76

_______________________________________________________________MBA (IT)

&. Khere primary use

T!B95%WHERE ARE USE Re2pondent2 INO

12M5 -*O

2I=5 /* H*O

!=T2R8 -AO

=8B5R =!W ' -HO

T)TE( , -**O

=2MM5#T%

In this chart mostly responders use of H*O customer primary use ofoffice,-AO customer use of factory,-HO customer primary use of cy$er cafX

using the (Internet, chatting and other gathering the information) and -*O

customer use of the home use


8/10/2019 SANRAJ

51/76

_______________________________________________________________MBA (IT)/.1o4 long have use

Ta$le%

H)W ()N: USE Re2pondent2 INO

2#5 85!R ' -O

"IY M2#T1 -' /O

T1R55 M2#T1 -& &O

2#5 M2#T1 -* &-O

T)TE( , -**O

=2MM5#T%

In this chart sho4 that, mostly /O customer of si6 month use of the

Broad$and, &O customer use of the three month plane, &-O customer

use the one month (use on the home uses),one year long use of the -O

customers use the (office, cy$er cafX).


8/10/2019 SANRAJ

52/76

_______________________________________________________________MBA (IT)A.satisfied 4ith these Broad$and services.

T!B95%

SATIS!IED

SERVI'ES

Re2pondent2 INO

85" AA ''O

#2 H -&O

T2T59 * -**O

=2MM5#T%

The survey of * customers of their satisfaction to4ards the

?8ou Telecom@, ''O customers are satisfied to4ard the ?8ou Telecom@

Broad$and good services, sufficient price F -&O customers are not satisfied

to the Broad$and service provided $y ?8ou Telecom@.


8/10/2019 SANRAJ

53/76

_______________________________________________________________MBA (IT)

. Bill accurate

T!B95BI(( A''URATE Re2pondent2 INO

!9K!8" & AO

M2"T 2T5# - /*O

"2M5 TIM5 -*O

R!R598 / HO

NEVER , *O

T2T59 * -**O

=2MM5#T%

In this chart the mostly responders AO customers told that in this $ill

al4ays accurate and stisfited,/AO customers most often $ill accurate, some

time 'O responders customer and HO responders are rarely.


8/10/2019 SANRAJ

54/76

_______________________________________________________________MBA (IT)H. 0et a receipt for payment madeZ

T!B95%

RE'EIPT !)R PAY*ENT Re2pondent2 INO

!9K!8" /& HAOM2"T 2T5# -& &AO

"2M5 TIM5 H -&O

#5V5R * *O

2#@TL 3#2K , *O

T2T59 * -**O

=2MM5#T%

In this chart mostly HAO customers al4ays get receipt for the

payment, &AO customers are most often get receipt for the payment,

-&O some time customers get receipt for the payment,

. Understand F resolve your pro$lemsZ

T!B95%BVU I/MR/R/D/A Sangli_________________________________________________

8/10/2019 SANRAJ

55/76

_______________________________________________________________MBA (IT)UNDERSTAND ? RES)(VE

THE PR)B(E*

Re2pondent2 INO

!9K!8" /A H'OM2"T 2T5# -AO"2M5 TIM5 -*O

R!R598 A 'ONEVER , *OT2T59 * -**O

=2MM5#T%In this chart sho4s that understand F resolve the pro$lem of

the customers $y the employees of ?8ou Telecom@ .it means that according to

survey H'O customers opinion that employee of ?8ou Telecom a$le to

resolve the pro$lem to the customers and -AO are most often customers,

-*O are customer some time F 'O are rarely understandF resolve the

pro$lem this diagram also indicate a$out the understand F resolve the

pro$lem of customer $y the ?8ou Telecom@ employee.

'.2verall e6perience of employee and processes in sync 4ith your

e6pectation of the $randZ

T!B95%


8/10/2019 SANRAJ

56/76

_______________________________________________________________MBA (IT)

E=PE'TATI)N )! THE

BRAND

Re2pondent2 In O

V5R8 1I01 -& &AO

1I01 &/ AHO

M25R!T5 -- &&O

92K A 'OTot"$ , -**O

=2MM5#T%

In this chart it is clear that AHO respondents are high, &AO respondents

are very high, &&O respondents are the moderate and 'O respondents are

lo4 the overall e6perience of 8ou Telecom employee, processes sync and

e6pectation of the $rand.

+.@8ou Telecom@ employees demonstrate a professional approach

T!B95%


8/10/2019 SANRAJ

57/76

_______________________________________________________________MBA (IT)

E*P()YEE DE*)NSTARTE A

PR)!ESSI)NA( APPR)'H

Re2pondent2 INO

MU=1 B5TT5R /' HO

B5TT5R T15# 2T15R -AO!B2UT T15 "!M5

8/10/2019 SANRAJ

58/76

_______________________________________________________________MBA (IT)

!A*)US IN *AR9ET Re2pondent2 INO

1I01 "P55 -/ &HO

V!RI2U" "=15M5" &H &O

=2M5RT!B95 PRI=5 ' -HO

2T15R / HO

T2T59 * -**O

=2MM5#T%In this chart mostly HO respondent much $etter the employee

demonstrate a professional approach, -AO respondent $etter then other

and -*O respondent are a$out same >uality of demonstrate a professional

approach.

--.4hich reason ?8ou Telecom@ is famous in mar7etZ

T!B95%

!E(( SATIS!IED Y)U

TE(E')* ISP

Re2pondent2 INO

5Y=5995#T & AO


8/10/2019 SANRAJ

59/76

_______________________________________________________________MBA (IT)

V5R8 022 -& &AO

022 -AO

!IR A 'O

P22R * *O

T)TE( , @,,O

=2MM5#T%

In this chart mostly famous are &O $ecause reason of various

schemes.&HO famous of the high speed, -HO of the famous in comforta$le

price and HO are the other reason.

-&.overall do you feelJsatisfied a$out your e6perience 4ith ?8ou Telecom@ as

your Internet "ervice Provider [ I"P@s \Z

T!B95%


8/10/2019 SANRAJ

60/76

_______________________________________________________________MBA (IT)

')*PARIN: TE'HNI'A(

SUPP)RT )THER ')*PANIES

Re2pondent2 In O

MU=1 B5TT5R /' HO

B5TT5R T1!# 2T15R -AO

!B2UT T15 "!M5

8/10/2019 SANRAJ

61/76

_______________________________________________________________MBA (IT)

#other csto!er$

DATA ANA(YSES

?

INTERPREATATI)N

-.K1I=1 BR2!B!# !R5 U"5

T!B95%

BR)ADBAND Re2pondent2 In O


8/10/2019 SANRAJ

62/76

_______________________________________________________________MBA (IT)

B"#9 + /HO

!IRT59 &'O

T!T! I#I=2M &*O

2T15R A -HO

T2T!9 & -**O

=2MM5#T%In this chart sho4 that this Broad$and mar7et /HO responders are

used on B"#9 Broad$and, &'O responders used on !irtel Broad$and, &*O

responders use on Tata Indicom Broad$and, and -HO responders are used on

other companies Broad$and.

&. K18 !R5 U"I#0 I# T1I" BR2!B!#

T!B95

RESI)N Re2pondent2 INO


8/10/2019 SANRAJ

63/76

_______________________________________________________________MBA (IT)

=2M5RT!B95 PRI=5 -- AAO

V!RI2U" "=15M5" ' /&O

022 "5RVI=5 H &AO

T2T!9 & -**O

?

=2MM5#T% In this chart sho4 that this Broad$and use on AAO

responders $ecause this Broad$and are comforta$le price ,/&O responders

use on this Broad$and $ecause availa$le on the various schemes, and &AO

responders use the Broad$and $ecause this Broad$and provide on good

services.

/. 9ong uses this Broad$and

T!B95%


8/10/2019 SANRAJ

64/76

_______________________________________________________________MBA (IT)

USES TI*E Re2pondent2 INO

2#5 85!R A -HO

"IY M2#T1 + /HO

T1R55 M2#T1 &'O

2#5 M2#T1 &*O

T2T!9 & -**O

=2MM5#T%

In this chart sho4 that, mostly /HO customer of si6 month use of the

Broad$and, &'O customer use of the three month plane, &*O customer

use the one month (use on the home uses),one year long use of the -HO

customers use the (office, cy$er cafX).

A.3no4ing a$out this Broad$and


8/10/2019 SANRAJ

65/76

_______________________________________________________________MBA (IT)T!B95%

9N)W AB)UT

BR)ADBAND

Re2pondent2 INO

#5K"P!P5R &'O

R5I2 / -&O

R59!TIV5"JIR5# -- AAO

R2M M!R35T A -HO

T2T!9 & -**O

=2MM5#T%

In this chart mostly /HO customer 7no4 a$out ?82U

T595=2M@ from his RelativesJfriend, &'O customer 7no4 a$out from the

#e4spaper , -HO customer 7no4 a$out from mar7et and -&O 7no4 a$out

from Radio.

. "atisfied 4ith these Broad$and servicesZ

T!B95%


8/10/2019 SANRAJ

66/76

_______________________________________________________________MBA (IT)

SATIS!IED Re2pondent2 INO

85" &/ +&O

#2 & 'O

T2T!9 & -**O

=2MM5#T%

The survey of * customers of their satisfaction to4ards the

?8ou Telecom@, +&O customers are satisfied to4ard the ?8ou Telecom@

Broad$and service F 'O customers are not satisfied to the Broad$and

service provided $y ?8ou Telecom@.

H.are you information a$out any schemeZ

T!B95%


8/10/2019 SANRAJ

67/76

_______________________________________________________________MBA (IT)

IN!)R* ANY

S'HE*E

Re2pondent2 INO

85" - H'O

#2 & 'O

"2M5TIM5 H &AOT2T!9 & -**O

=2MM5#T%

In this chart sho4s that H'O customers no informed a$out any

schemes of this Broad$and and &AO customers have a informed a$out

schemes of this Broad$and companies and 'O customers no informed any

scheme.

.!re you 4ant 3no4 a$out ?8ou Telecom@Z

T!B95%


8/10/2019 SANRAJ

68/76

_______________________________________________________________MBA (IT)

WANT T) 9N)W Y)U

TE(E')*

Re2pondent2 INO

85" -H *O#2 /*O

T2T!9 & -**O

=2MM5#T%

In this chart sho4 that *O customer are 4ant to 7no4 a$out?8ou Telecom@information and /*O customers are no 4ant to 7no4inga$out ?8ou Telecom@.

!indin&

-. Mostly used this Broad$and on the corporateJ"M5 users

&. 8ou Telecom ma6imum area located area in Pune city.


8/10/2019 SANRAJ

69/76

_______________________________________________________________MBA (IT)/. ''O satisfaction customer $ecause good servicesF various schemes.

A. "ales e6ecutive professional approach good

. =omparing I"P@" technical support HO provider much $etter onother companies

H. O feelJsatisfaction e6perience of 8ou Telecom

. This 4ill $e communicate 4ithin A hours of receiving the complaint

and, 4ill also feed$ac7 on the time 4ithin 4hich complaint. Kould

$e resolved $e provided to the customer.

'. It 4ill $e the post%paid customer@s responsi$ility to ma7e en>uires$efore the due use date for payments in case of non%receipt

+. The customer shall follo4 the process specified $y you telecom from

time to time 4ith regard to the services.

-*.!ll the complaints 4ill $e resolved 4ithin / day.

--.82U T595=2M good speed and rates has to come do4n,other(B"#9,!RIT59,T!T! )

-&.To solve pro$lems effectively and find a permanent solution to it atthe least time.

-/. =ustomer support ,regular internet services ,cheap internet price

Su&&e2tion


8/10/2019 SANRAJ

70/76

_______________________________________________________________MBA (IT)@3 The of the product should $e competitive (Unlimited plans)

+3 IMPR2V5 >uality of services for corporate customery.

C3 Toll free helpline has to imparted separately for "M5 in Pune.

3 !n e6clusive account Manager has to $e appointed for the retention ofe6isting customer $ase.

3 Periodical revision of schemes F plans has to $e done $ased on themar7et condition.

F3 !dvertisements have to done $y 4ay of dropping notices and pamphlets

along 4ith from mar7et.

G3 1oarding has to $e erected $ased on the visi$ility in the traffic signals.

-3 5ffective sales promotion has to $e done in the appropriate time.

/3 !de>uate customer support e6ecutives has to $e appointed.

@,3The company also has to concentrate on channel sales.

'HAPTER.VI


8/10/2019 SANRAJ

71/76

_______________________________________________________________MBA (IT)

')N'(USI)N

Telecommunication has $ecome an organ of the modern of 1uman

$eing in that sense our You Te$ecom is leading the Mar7et of Private

Telecom "ervice Providers.

Retaining a customer is a challenging tas7 $ut You Te$ecom has highnum$er of, a satisfied and highly satisfied customer that proves the >uality

of service provided $y, 8ou Telecom Being India@s Premier Private Telecom

=onglomerate Y)Uhas already positioned itself in a commanding place in

the mindset of the customers.

eveloping and implementing an appropriate strategy for maintaining

this advantage is essential for Y)Uto gro4 and $ecome the mar7et leader.

!rmed 4ith a strong, trusted and happy customer $ase easy music li7e Y)U

can really sei;e the opportunity 4ith the help of their resources.


8/10/2019 SANRAJ

72/76

_______________________________________________________________MBA (IT)

BIB(I):RAPHY

@) Mar7eting Management

% Philip 3otlar

&) Mar7eting Research% ".9 0upta

/) Mar7eting Research

% 0. =. Beri

A) 444.0oogle.com

) 444.youtele.com

H) 444.$snl.co.in

) 444.4i7ipedia.com

') 444.$road$andsify.com

http://www.google.com/http://www.youtele.com/http://www.bsnl.co.in/http://www.wikipedia.com/http://www.broadbandsify.com/http://www.google.com/http://www.youtele.com/http://www.bsnl.co.in/http://www.wikipedia.com/http://www.broadbandsify.com/

8/10/2019 SANRAJ

73/76

_______________________________________________________________MBA (IT)

+) 444.airtel.in

MUESTI)NNERISPR)E'T . Sur1e0 Re&"rdin& *"r5et Sh"re of 4Y)U

TE(E')*63

N"me.

Addre22.

;4Y)U TE(E')*6 'UST)*ER

Documents

SANRAJ