Its a small presentation on the Customer Relationship Management of BIG Cinemas. This was prepared in May 2011 while applying for a Summer Intern job at Reliance MediaWorks Ltd.

1. RELIANCE MEDIAWORKS
LIMITED – BIG CINEMAS
CUSTOMER RELATIONSHIP MANAGEMENT
By Punit Sheth

2. EXHIBITION INDUSTRY IN INDIA
• India's craze for films has not been fully exploited by
the "Film Exhibition" industry due to the lack of
screen density in the country coupled with the poor
quality of screens.
• "Multiplex Cinemas" offer an alternative to tap this
potential by providing a quality experience to the
viewer as well as economies to the multiplex
operator.
• "Films" has been one of the integral components of
the Indian entertainment industry contributing
nearly 30% - 35% of the total revenues of the
entertainment industry.

3. TREMENDOUS SCOPE
• Film exhibition forms the most important component
of the Indian film industry. According to the - KPMG
report (2008) domestic theatrical revenues
contributes 57% of the total Rs59bn film industry
revenues and are expected to grow at 17%.

4. RELIANCE MEDIA WORKS
• Reliance MediaWorks Limited is India‟s fastest
growing film and entertainment services company
and a member of the Reliance Anil Dhirubhai
Ambani Group.
• BIG CINEMAS
• BIG SYNERGY
• FILM AND MEDIA SERVICES

5. BIG CINEMAS
• BIG Cinemas is India's largest cinema chain with over 550
screens spread across India, the United States, Malaysia,
Nepal and Netherlands.
• BIG Cinemas has been awarded the “Entertainment
Retailer of the Year” honor at the India Retail Forum 2009
and has also been awarded „International Exhibitor of
the Year 2008‟ by CineAsia 2008 at Macau.
• BIG Cinemas‟ innovative concept of Cinediner which
combines fine dining and movie watching has won the
award for Most Admired Innovative Concept of the Year
at Images Retail Forum 2010.
• First Greenfield multiplex in Mumbai.
• Started the journey to create a 260 screens network across
India, spread over 103 theatres and 80 cities.
• BIG Cinemas accounts for 10 to 15% of Indian box office
contributions of big ticket films

6. • In 2008, BIG Cinemas became India‟s first cinema chain to
have a global presence across USA and Malaysia.
• Today the pan US footprint with over 205 screens present
across 24 cities and the circuit accounts for 20-35% of Hindi
features box office collections and over 70% of Tamil and
Telegu box office collections from the US.
• Malaysia: Has a strong presence of 72 screens that play
Hollywood features besides Chinese and Tamil films that
cater to the 1.5 million Tamil populations.

7. COMPETITORS
• PVR Cinemas
• 142 screens in 33 multiplexes across India.
• significant presence in New Delhi and NCR with 37 screens
in 13 multiplexes.
• Introduced the concept of luxury viewing (Cinema Europa).
• Fame Cinemas
• Has currently 95 screens and 26488 seats across 12 cities in
India.
• Cinemax Cinemas
• The company operates one of the largest exhibition theatre
chains in India with 25 properties with 74 screens

8. COMPETITIVE ANALYSIS
Companies Stock 52 Week Performance Screens Presence Ticket
Price (L/H) (1 Year) (%) Pricing
(Rs.) (Rs.) (Rs.)
Reliance 142.30 122.25 - - 33% 550 PAN India + 250 – 300
MediaWorks 309.00 International
Ltd. (Big
Cinemas)
Fame 48.00 39.50 - - 38% 95 12 Cities 220 - 280
92.95
PVR 99.50 93.50 - - 43% 142 PAN India 330
193.00
Cinemax 37.40 37.35 - - 46% 74 17 Cities 220 - 280
66.90

9. Companies Set Of Complaints
Reliance MediaWorks Ltd.(Big Cancelling shows if few customer turn up, Compulsory
Cinemas) Combo, Extra Charges on tickets, Poor maintenance,
Amount Debited ticket not conformed.
Fame Cinemas Online Ticket Booking Errors, Overcharging of food items,
Humiliation of guest, Poor Customer Service
PVR Cinemas Failed Online Transaction-No Refund, Misbehavior, Wrong
Advertisements etc.
Cinemax Cinemas High price for food than MRP, Dissatisfactory service,
Charged money without ticket being booked.

10. BIG - COMPLAINTS
• Amount Debited but tickets not Booked.
• Cancelling shows if few customer turn up.
• Charge more for the tickets.
• Compulsory Combo.
• Poor Service/ rude staff.
• Minor Complaints

11. COMPLAINT ANALYSIS

12. URBAN V/S RURAL

13. RECOMMENDATIONS
• Optional Combo Offer
• Better Online Ticketing Service
• Smiling Employee
• Competitive Pricing of Tickets

14. THANK YOU