summer training project report

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Maintaining CRM by Outlook Magazine
SUMMER TRAINING PROJECT REPORT
Submitted of Master of Business Administration
Session- 2018-2020
______________________________________________________________________
Company Guide
Ms.Sudha Singh Submittedby Sonam Gupta
[ Team Leader ] [Roll Number] MBA/06/106
Internal Guide
Dr.Veenita Singh
[Faculty-Assistant professor of SMS]

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CERTIFICATE BY THE COMPANY (OUTLOOK)

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CERTIFICATE BY THE MBA DEPARTMENT(SMS)
Maintaining Consumer Relationship Management in Outlook
Magazine Publishing Pvt. Ltd.Publishing India Pvt. Ltd.
Dr. Veenita Singh
Assistant Professor
SonamGupta
2018-2020

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ACKNOWLEDGEMENT
In any projectone has to take cooperation and assistanceof many people. Itis
difficult to mention all of them. However, it is necessary to quote some of them
who provided initial supportand assistanceand having completed the project.
Itis indeed a great moment of pleasureto express my senseof gratitude &
indebtedness to all the people who havebeen instrumental in making it a rich
experience. I found it to be a challenging project that gave me a real practical
exposureto the corporateworld and it is almostimpossible to do the same
without the guidance of peoples around me.
Specifically the summer training of from 15th of June to 3rd of Augustthat is
generally termed as the partial fulfillment of my MBA program holds extreme
importance for my wholecareer.
Itgives me immense pleasureto acknowledge OUTLOOKGROUP (outlook
publishing Indiapvt ltd), which has been nice enough to give me a chance to do
my summer training and providing me wonderfulsupportthroughoutmy training
period and afterward.
I am grateful to Mrs.SudhaSingh( T.L), for giving me a chance to do my summer
training in OUTLOOK GROUP(outlook publishing Indiapvt ltd)., I also owe my
regards to Dr. VeenitaSingh for their co-operation in the successfulcompletion
of the project.
I extend my gratitude to SMS Varanasi for giving me this opportunity. I also
Acknowledgemy gratitude towards my parents and members of my family, who
have always supported me.

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DECLARATION
I hereby declare that this submission is my own work. It contains no material
previously published or written by another person, nor has this material to a
substantial extent been accepted for the award of any other degree or diploma
of the university or other institute of higher learning.
NAME: SONAM GUPTA
COURSE: MBA 2018-2020
ROLL NO. : MBA/06/106

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EXECUTIVE SUMMARY
Organization Description:
Concept:
The OUTLOOK Group is one of the best magazine publishing groups in India. It is well known
brand and appreciated all over the world. Mr. Rajan Raheja is the owner of the OUTLOOK Group.
The company has started publishing its magazines from October 1995. Outlook is one of the
India‘s top selling English weekly magazine. Its branches are established in New Delhi,
Kolkata, Mumbai, Chennai, Hyderabad and the head office is situated in New Delhi. Today
Outlook is preferred magazine of about 4 million readers in India, and sells more than 12 million
copies over the year.
Title of the internship project:
MAINTAINING CRMIN OUTLOOK PUBLISHING INDIA
Outlook provides the latest news related to politics, sports, travel, business, finance etc. As an
intern to Outlook Group, I interacted with their existing customers as well as new customers. I
used different means of communication like telephone; e-mail etc. to interact with the
customers. The main aim of my internship was to understand the strategies adopted by outlook
for maintaining CRM also understand the consumers’ behavior regarding service provided by the
outlook. Data of existing subscribers was given to me every day and I was supposed to convert
the leads by Tele callings, Meeting with the clients and telling them about Outlook magazines,
different offers available for them, handling their queries and complains and recording them in
CRM, preparing customer feedback report about the services provided by Outlook. The goal of
Outlook is to generate as much sales as possible. To serve this purpose, my work was to pitch
subscribers for generated leads (for online or offline payment) to generate revenue as well as
number of sales for the organization.
The purpose of the project is to find out the techniques used by Outlook Group to attract their
existing customers in renewing their subscription and also to attract new customers.
The analysis revealed that most of the customers were motivated by the gifts provided by the
subscriptions rather than the price reduction. Thus it brought out that gifts play a key role in the
success of attracting towards subscription ultimately its strategy for maintaining customer
relation.

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The customer survey was conducted to confirm the facts revealed by the sales data analysis
indicated that the speculations were true since most respondents agreed to that they were
motivated by the gifts especially by the brand value and utility of it and quick short out of the
queries
It has been found that though Outlook is strong in some of the augmented product attributes like
Promotional Schemes and Overall Presentation, Delivery issue, it needs to improve the core
product attributes like Quality of content, Coverage also courier service.
Hence from the findings of the survey and by different analysis performed effective strategies has
been formulated and proposed which might be useful in devising the future strategies for
Outlook.

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TABLE OF CONTENTS
SERIAL
NO.
CHAPTERS PAGE
NO.
1 INTRODUCTION :
 INDUSTRYOVERVIEW
 COMPANYOVERVIEW
2 EXPERIMENTAL LEARNING
3 LITERATUREOVERVIEW
4 RESEARCH METHODOLOGY
5 DATA ANALYSIS RESULT& INTREPRETATION
 DATA PRESENTATION
 DATA ANALYSIS RESULT
 INTERPRETATIONOF RESULTS
6 CORRELATION BETWEEN VARIABLES
7 CONCLUSION
 SALIENTCONCLUSIONFROMTHEWORK
 LIMITATION
8 RECOMMENDATIONS
9 APPENDIX
10 BIBLIOGRAPHY

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SECTION: - A
INTRODUCTION
The Indian media and entertainment industry comprises of print, electronic, radio, internet and
outdoor segments. With the government aggressively pushing in for digitization of TV, Multi
System Cable Operators (MSOs) are expected to lose 15-20% of their subscribers to DTH (direct-
to-home) services. Digitization will facilitate increased number of channels and high-quality
viewing. India is a fast digitizing market and the consumer shift towards digital services is
exhibited through the expansion of digitized households. The digitization process in Phase I,
Phase II, and Phase III and Phase IV cities is a positive step for the industry. The players in the
electronic media can be classified into a three-link chain. First are the studios (including the
animation studios), which comprise the hardware part of the industry, the second are the content
providers and the third link comprises the distribution trolleys, which include the cable and
satellite channels, multiplex theatres, MSOs and the DTH players. In India, the ratio of advertising
expenditure to GDP is less than 0.5%. This is substantially lower in comparison to the developed
economies as well as other developing economies. Interestingly, Print and TV media contribute
over 75% of the advertisement spend in a year. As the Indian economy continues to develop and
the media reach increases, the advertising expenditure to GDP ratio is expected to increase over
the next 5 years.
The Indian media and entertainment industry will grow at the CAGR of 13.9% by 2019.India has a
booming print, television and digital media industries. The digital advertising segment alone
reported an explosive growth of 44.5% in 2014 with e-commerce websites contributing to the
maximum spending.
1 PRINT MEDIA
The structure of the Indian print media industry is highly fragmented with importance to regional
dominance. The Indian print media segment primarily comprises newspaper and magazine
publishing. Book Publishing also forms part of the print media though currently the share is not
substantial. The print media industry has potential to grow still larger as 369 million literate
people in India are still not tapped by any publication.

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Currents estimates reveal that the reach of print media in India has increased to 222 million
people. Print media is also the favourite segment for global investors with maximum foreign
investment in this segment.
2.2 READERSHIPSURVEYS
There are two main source of obtaining data to determine readership of any publication:
1. National Readership Survey – NRS
2. Indian Readership Survey – IRS
National ReadershipSurvey is a survey on all media, but especially the print medium,
conducted by the National Readership Studies Council (NRSC) - supported by Audit Bureau of
Circulation (ABC), Advertising Agencies association of India (AAAI) & Indian Newspapers Society.
It investigates the readership of about 80 major Indian pub, weeklies, biweeklies and monthlies-
in over 475 towns of 57 regions across the length and breadth of the country. The towns,
selected, however are publication centers of dailies. By process of ‘systematic sampling,’ over
55,000 households in these towns are surveyed, the number of households in each town
proportionate to it population. All men and womenfolk above the age 15 are questioned for
about half an hour on the basis of a structured questionnaire.
It claimed to be the most thorough readership survey in the country. It provides exhaustive data
(available to its clients on computer disks) readership, radio listenership profile’-the socio
economic characteristics of the readers of various publications, of cinema and TV viewers, and of
listeners to radio, as well as the degree of duplication among publications and between media.
Research agencies involved are: IMRB, TNS Sofres Mode, AC Nielsen in collaboration with ORG.
Indian ReadershipSurvey is conducted by the Media Research Users Council (MRUC). IRS
2002 is the largest continuous media survey ever conducted (sample size of 229,000 individuals)
providing a single-source database for demographics, media habits and product / brand usage
across 986 towns and 2858 villages in India. The survey was conducted over two rounds with the
field work between November 2001 and November 2002.

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This all-India survey conducted jointly with the Media Research Users' Council (MRUC) also
provides product / brand penetration information for over 50 different products allowing one to
link media habits and product usage data for adults and children from the age of 12 years.
Both NRS & IRS habits, product ownership & consumption, lifestyle Gives media consumption
indicators information on macro demographic & geographic parameters.
Population coverage: 12 years & above
Sample size: over 200, 000
Geographic coverage: All India (Urban + Rural)
Sample Frame: Electoral rolls based on 2001 Census definition of Urban Agglomeration
According toNRS 2005,
 Press adds 34 million readers in the last 2 years.
 Press continues to grow, adding 21 million readers between 2002 and 2005.
 Over the last 3 years the number of readers of dailies and magazines put together among
those aged 15 years and above has grown from 179 mn to 200 mn - a growth of 4% every
year. (Note: Recently the scope of NRS has been expanded to include those aged 12 years
and above but the 15 years age cut-off has been applied for the sake of comparison with
NRS 2002.)
 There is still significant scope for growth, as 314 million people who can read and
understand any language do not read any publication. It is not just affordability that is a
constraint, since 21 million of these literate non-readers belong to the upscale SEC A and B
segments.

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According toIRS 2006,
Just when it seemed the print media was booming once again, the Indian Readership Survey
2006 Round 1 has pricked the bubble. There are few newspapers or magazines that have seen any
growth, most have seen an erosion in readership.
Dainik Jagran retains its No 1 position among newspapers with 19.07 million readers, Dainik
Bhaskar follows second with 14.57 million, and Daily Thanthi is third with a readership of 10.23
million. Amar Ujala is still at four with 9.89 million readers.
Malayalam Manorama (9.35 million) and Hindustan (9.72 million) have interchanged positions at
number five and six. Lokmat, Eenadu, Mathrubhumi and Times of India take the seventh, eighth,
ninth and tenth spots with 8.10 million, 7.94 million, 7.65 million, and 7.08 million readers,
respectively.
ToI is the only English daily to find a place in the top 10. Except for Amar Ujala and Hindustan,
every other publication in the top ten list has experienced a marginal decline in readership.
For the IRS 2006 R1 an annual sample size of 2.4 lakh was covered spread equally over two
rounds. A total of 1,178 towns and 2,894 villages were surveyed. The data represents fieldwork
during the full year Jan-Dec 2005. The mid-point of the survey is June 1, 2005. Being a continuous
survey, the reporting takes place every six months based on a Moving Annual Total.
Among magazines, Saras Salil (Hindi) leads the pack with a readership of 7.36 million. A distant
second is Kungumam (Tamil) with 3.76 million, followed by Vanitha with 3.52 million readers.
India Today English is fourth with a readership of 3.51 million. Grihashobha (Hindi) has moved up
a notch to number five, and is followed by Tamil weekly Kumudam, India Today Hindi, Malayala
Manorama, Tamil weekly Anand Vikatan, and Hindi monthly Meri Saheli. Kungumam, Anand
Vikatan, and Meri Saheli and newcomers in the top ten list.
Most English dailies have seen a fall in readership, though on the whole any English daily
readership has shown an increase from the 17,396,000 in IRS 2005 R2 to 17,435,000 in IRS 2006
R1. Both the top two, the Times of India and Hindustan Times have seen a decline with the former
dropping from 72.87 lakh to 70.84 lakh and the latter from 35.21 lakh to 35.08 lakh. Third-placed
Hindu has increased its readership marginally from 27.87 lakh to 27.97 lakh.

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Deccan Chronicle’s too has grown from 10.14 lakh to its current 11.32 lakh. The Telegraph
(10.82 lakh), Mid Day (7.37 lakh), Deccan Herald (6.04 lakh), the Indian Express (5.65 lakh), the
Tribune (4.83 lakh), the Statesman (4.22 lakh), the AssamTribune (3.45 lakh) all have seen fall
in readership.
Among English magazines, number one India Today has dropped by 10 per cent from 38.99 lakh
to 35.09 lakh. Sister concern, Reader’s Digest too has seen a 12 per cent fall and is at 23.06 lakh
from 26.37 lakh. Film fare has seen one the steepest falls in its readership fell 21 per cent to 16.71
lakh. Outlook has dropped by 11 per cent and is at 11.44 lakh. Stardust, too, has dropped and is
currently at 10.95 lakh in comparison to the 13.11 lakh in the previous round.
From women’s magazines , Femina, Women’s Era, Cosmopolitan, New Woman, Elle and Savvy to
special interest titles like The Sport star, Auto India, Overdrive, Outlook Traveller, Capital Market,
Living Digital, all have seen a dip in readership, with some titles like PC Quest and Junior Science
Refresher dropping by almost 23 per cent.
According to the survey, the number of households has grown by 1.4 per cent over 2005 to reach
210 million. Individual growth rate has been slightly lower than household growth rate at 0.85
taking the total 12 yrs + population to 784 million. With single age-breaks now available from the
Census, the age group data has been realigned. The proportion of the total share of 20-29 age
group has declined from 25 per cent to 23.6 per cent.
The data shows that the reach of mass media has stagnated in the last three years. Press reach
has been hovering around at 24 per cent, TV at 55 per cent, radio at 21 per cent, and Internet at
1.5 per cent at the all India level. In urban India, press and TV have declined. The press reach
declined from 42.9 per cent in 2005 to 41.7 per cent in 2006. Though TV declined from 80.2 per
cent to 78.9 per cent in the last three years, C&S has shown some growth, from 53.5 per cent in
2005 to 54.4 per cent in 2006.
The main source of revenue for any publishing group is advertising. An advertiser would like to
know the facts and figures before investing his money in advertising. And before investing the
money, the advertiser ought to know how many people buy which publication in which area. The
ABC gives all these vital facts every six months. The ABC figures are not the outcome of opinions,
claims or guesswork, but they are the result of rigid, in-depth and impartial audits of paid
circulations of member publications by independent and leading firms of Chartered Accountant
working in accordance with the rules/procedures set by the Bureau.

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FOREIGN DIRECT INVESTMENT (FDI) IN MEDIA AND ENTERTAINMENT
SECTOR
The government has liberalized FDI norms for various segments of Media and Entertainment
industry. 100% FDI is permitted under automatic route in teleports, Direct to Home (DTH), Mobile
TV, Cable networks and headed-in the-sky broadcasting service (HITS). For non-news and current
affairs channels, 100% FDI is permitted via automatic route. Apart from granting industry status
to the filmproduction for better access to financing, the government has permitted 100% FDI
under automatic route in the industry.
BROADCAST MEDIA
The broadcast industry in India already has around 800 satellite television channels, 242 FM
channels and 100 operational community radios. To strengthen the broadcasting ecosystem in
the country, the Ministry of Information and Broadcasting (I&B) has launched various phases of
digitization across the country.
The cable TV service digitization program began with Delhi, Mumbai, Kolkata and Chennai in
2012. The phase-IV of the program will be completed in December 2016 to achieve digitization of
cable TV services across India. With digitization, the consumers can take advantage of a large
number of TV channels, better picture quality, reliable connectivity and clear sound. The
consumers can also choose channels as per their budget and choice.
India had 168 million TV households in 2014, which makes it the third largest television market in
the world. The number of TV households will reach to 196 million by 2019 along with 175 million
Cable & Satellite (C&S) subscriber base, indicating the 90% penetration in TV households. The
print media market is projected to reach USD 5.9 billion by 2019 with Compound Annual Growth
Rate (CAGR) of 8%.
ANIMATION AND VISUAL EFFECTS (VFX)
Animation, Visual Effects (VFX) and Production segment is the newly emerging area in India which
offers opportunities in both domestic and foreign markets. Indian VFX industry is already known
for its top quality work and cost efficiency. Indian professionals did VFX for six out of ten Oscar
nominations in 2014. In the period of 2010-2014, the industry had CAGR of 17%. It has the market
size of USD 670 million. The government of India has also acknowledged the potential of the

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industry. It plans to establish the National Centre of Excellence in Animation, Gaming and Visual
Effects in Mumbai.
According tothe ET
In media and entertainment sector, world's no match for India MUMBAI: India's media and
entertainment (M&E) industry is set to grow at a faster pace of 10.55% CAGR, outshining the
global average of 4.2% CAGR, according to consulting firm PwC.
In its annual sector forecast for 2017-2021, PwC said the Indian M&E sector will touch $45.1
billion by 2021, up from $27.3 billion at the end of 2016.In a report, titled Global Entertainment &
Media Outlook, PwC predicts that across 54 top countries, which were considered for the report,
the M&E sector will grow only at a 4.2% CAGR (compound annual growth rate).
Also, for the first time in global markets, the growth of the sector will be lower than the average
GDP growth, signalling that in many of these countries the sector is seeing plateauing, according
to Frank D‘Souza, partner & leader-entertainment & media at PwC India. ―Unlike the global
economy, which will see a shrinking contribution from the entertainment and media sector over
the outlook period, in India, the sector‘s growth rate will outpace the overall GDP growth rate,‖
D‘Souza said. ―Being a relatively under-developed market in terms of per capita spend on
entertainment and media, will allow India to grow at 10.5% over the next five year As per the
report, television advertising in India will continue to hold the larger share of the pie at $5.81
billion in 2021, registering an 11.1% growth from $3.43 billion in 2016. TV subscription revenues
are also expected to grow from $8.14 billion to $14.1billion by 2021, clocking 11.6% CAGR.
The report pointed out that though subscriber numbers are still growing explosive growth levels
of the recent past will not be replicated in the future. Incidentally the cable market is approaching
a saturation point but will still account for over 55% of the total pay-TV market in 2021.
India is the second-largest subscription TV market in the Asia Pacific region in terms of the
number of subscription in TV households, which reached 154.3 million in 2016. This is expected to
expand at 1.6% CAGR to reach 166.9 million by 2021.
Bucking the global trend, newspapers are expected to grow from $3.56 billion in 2016 to $3.76
billion in 2021 at a CAGR of 1.1%. Book publishing is projected to grow at 6.1% CAGR over 2017-
2021 (to $2.95 billion), whereas magazines are expected to grow at a CAGR of 3.3% for the same
period (to $295 million). The report points out that the growth rate is tailing off in newspapers as
the effects of digital disruption begin to be felt in a market that had long enjoyed print expansion.

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Growth for digital advertising is projected to be the fastest at a CAGR of 18.6% to $1.73 billion by
2021, up from the estimated $740 million in 2016, whereas for Internet video, the CAGR is higher
at 22.4% albeit at a lower base of $239 million. Radio is projected to witness the fastest growth
among the traditional media at 14.7% CAGR over 2021 to reach $826 million, as against $416
million in 2016 .
The Indian film industry is expected to experience a strong growth to become the third largest
cinema market, after the US and China by 2021, growing at a CAGR of 10.4%.
The Indian media and entertainment (M&E) industry is one of the fastest growing industries in
the country. Its various segments—film, television, advertising, print media, music and digital
among others—has witnessed tremendous growth in the last few years.
The digital medium has come to its own and is among the fastest growing segments. While the
overall Indian media and entertainment industry witnessed muted growth of 11.8 per cent in
2013, digital advertising and gaming recorded stellar growth rates of close to 40 per cent.
"Digital grew upon a much larger base than last year," said Jehil Thakkar, Head (Media &
Entertainment Practice), KPMG. Digital advertising last year comprised eight per cent of the
overall advertising pie in 2013 compared to five per cent last year.
As per a FICCI–KPMG report, India‘s M&E industry reaches 161 million TV households; 94,067
newspapers; about 2000 multiplexes; and 214 million internet users, of which 130 million access
the Internet on their mobile phones.
The television industry in India, which was estimated at Rs 41,720 crore (US$ 6.94 billion) in
2013, is projected to increase at a compound annual growth rate (CAGR) of 16.2 per cent over
2013–18, to reach Rs 88,500 crore (US$ 14.72 billion) by 2018.
With an estimated market size of US$ 5 billion, India is the 14th biggest advertising market
globally, as per the latest edition of the Gunn Report. Digital advertising is also expected to
witness a CAGR of 27.7 per cent by 2018. India‘s M&E industry will continue to bank on the digital
area in future. With a growing internet user base of over 200 million, the industry‘s potential to
generate revenue is vast. In 2013, telecom companies started focusing on data as a way to
generating revenue. Also, advertising agencies competed with each other to acquire the social
media and digital domains.
These developments suggest a bright future for the M&E industry in the country. By 2019, the
combined market size of Indian media and entertainment industry will be USD 30 billion,
according to the joint report titled ‗Indian Media and Entertainment Industry 2015‘.

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India‘s dynamic media and entertainment sector is also witnessing tremendous growth in visual
effects, music, gaming, digital advertising and radio segments. The growth will be driven by the
content in more than30 regional languages, digitization and higher penetration of multimedia
devices.
Bargaining power of suppliers
In the print media, it is high for newsprint suppliers. It is medium to low for content providers in
the electronic media. Terrestrial broadcasters such as Doordarshan and regional broadcasters
such as Sun TV actually commission time slots to content providers. Bargaining power of
customers relatively high in both print and electronic media. The consumer finds a surfeit of
players to choose from. Conditional access system(CAS) and DTH services now enable the
consumer to choose the channels that he wishes to view; thereby increasing his bargaining
power.
NEW INITIATIVES AND VISION FOR THE FUTURE
DIGITAL INDIA AND MEDIA SECTOR
The government of India launched ‗Digital India ‘with an aim to transform the country into a
digital empowered society and knowledge economy. With 27.5 million shipments in the second
quarter of 2016, India is the world‘s fastest growing Smartphone market, according to the data by
International Data Corporation (IDC).It is also the world‘s second largest Smartphone market with
220 million unique Smartphone users.
The high Smartphone penetration will help Digital India and media segments to grow. The Digital
India campaign will strengthen the industries such as video streaming, online music services and
gaming in India by increasing the internet penetration. The World Bank and the
International Telecommunication Union‘s data indicate that 26% of the population has access to
the internet in India with number of internet users likely to cross 500 million by end of 2016. The
launch of video streaming services such as Netflix, Hotstar and Voot shows the high growth
potential of digital entertainment services in India.

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―The Make in India, Skill India and Digital India campaigns are clearly positive signals of the new
transformation including GST which is expected to be a game-changer for the sector, Minister of
Information and Broadcasting M Venkaiah Naidu said at the 5thCII Big Picture Summit.
Examples of digital media include software, digital images, digital video, video game, web pages
and websites, including social media, data and databases, digital audio, such as MP3 and
electronic books. Digital media often contrasts with print media, such as printed books,
newspapers and magazines, and other traditional or analog media, such as images, movies or
audio tapes. Digital media has a significant broad and complex impact on society and culture.
Combined with the Internet and personal computing, digital media has caused disruptive
innovation in publishing, journalism, public relations, entertainment, education, commerce and
politics. Digital media has also posed new challenges to copyright and intellectual property laws,
fostering an open content movement in which content creators voluntarily give up some or all of
their legal rights to their work. The ubiquity of digital media and its effects on society suggest that
we are at the start of a new era in industrial history, called the Information Age, perhaps leading
to a paperless society in which all media are produced and consumed on computers
DIGITAL MEDIA SERVICES
Content is at the heart of digital media. Technical expertise has a critical role to play in identifying
how technology and online is disrupting the digital landscape and what marketers can respond
with Whether it is the use of Google Hangouts for addressing a taboo category or using your
mailing lists to enable effective globalization; from channelizing combined cookie pools to
improve purchase funnels, to nurturing an influencer program, at Pulp Strategy we help design
disruptive yet effective processes and formats that function at the required pace and magnitude
to bring together the best capabilities of the digital landscape and disrupt established ways of
value creation.
Understanding people's behavior, their motivations and subconscious actions is built into Pulp
Strategy‘s DNA and our expert Strategists excel in audience identification and identifying their
action triggers. With our razor sharp focus on your business, our master-strategists deliver
innovative ideas, transformative strategy with breakthrough media solutions, driving tangible
business results. We love media. Consistently investing in new research tools and technology, we
closely engage with media platforms and ensure that our certified Strategists are always at the
forefront of customer and channel understanding.

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COMPANY PROFILE
1.1 RAJAN RAHEJA
Mr. RajanRaheja is the owner of OUTLOOK group

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The Rajan Raheja Group is led by Mr. Rajan Raheja, a renowned businessman involved in
the Real Estate Development business for over 3 decades. The company diversified into
manufacturing and financial services over the last two decades. The emphasis is on setting
up focused companies, which aimto be profitable leaders in their respective fields with a
long term outlook. All Group Companies are professionally managed by independent CEOs.
Most of the Group Companies has a leading position in Market share, Technology, Brand,
Distribution or Profitability.
It's an entrepreneurial journey that has spanned both 'old' and 'new' economies -- building
successful brick-and-mortar businesses to exploring the frontier world of convergence
technologies. The Rajan Raheja Group made its beginning in the construction business.
After building a huge presence in the realty market, the Group diversified laterally into
manufacturing, financial services and media -- each venture initiated, and executed, to
fulfil the objective of assuming leadership in core areas.
The list of the Group's successes is long and eclectic.

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 H&R Johnson ( India ) Limited is the top name in ceramic tiles in India .
 Exide is the strongest brand of batteries in the automotive and industrial field.
 Co-promoters of Supreme Petrochem Ltd. along with Supreme IndustriesLtd,
largest processor of plastic materials in India.
 The Group also joined hands with Oberoi Hotels as co-promoters of Trident Hotels
and luxury resort Rajvilas, which Conde Nast Traveller ranked as one of the 25 best
villa hideaways in the world.
 Prism Cement Ltd. has a production capacity of 2.5 million tonnes.
 The Group is a Co-promoter of Sonata Software Ltd, one of the leading software
companies in India .
 As owners and operators of a fibre optic cable network in Kerala through Asianet
Satellite Communications, the group is also a significant stakeholder in the growing
convergence business in India .
 Co-promoters of RMC Ready-mix (India) Pvt. Ltd. along with RMC Group plc, U.K,
the world’s largest manufacturer of Ready-mixed concrete.
 Hathaway Cable & Datacom Pvt. Ltd has extensive cable network in 6 major cities
and 7 large towns across India .
 Globus Stores Pvt Ltd. is India’s one of the largest apparel brand chain.
 A 50% JV with the ING group of Netherlands in ING Life Insurance. The venture is
already the 5th largest insurer in India.

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OUTLOOK GROUP
Mr. Rajan Raheja is the owner of OUTLOOK group
Date of Establishment: October 1995
Headquarter Address: AB-10, S.J. Enclave, New Delhi - 110029, India
Branches: Mumbai, Kolkata, Chennai, Bangalore and Hyderabad
The Outlook group publishes several magazines like Outlook Business, Outlook Profit, Outlook
Money, GEO, Marie Claire, People, Traveller, Career 360 and News Weekly. Outlook has been
published in New Delhi continuously since October 1995 by the Outlook Group, whose
founding editor-in-chief is Vinod Mehta.
In October 1995, group company Hathway Investments Private Limited entered the print media.
Outlook, a weekly newsmagazine headed by Vinod Mehta, galvanised a sluggish market reeling
under the impact of satellite TV. Outlook quickly carved a significant niche for itself among
discerning readers who value its in-depth, investigative reporting as well as its stylish visual
format. Known to be fiercely independent, Outlook has shaken the establishment on events

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ranging from Kargil to Kasmir to cricket, sensitized the reading public to important issues like big
dams, education and gender, and provided an unremitting focus on South Asian geopolitics.
Today, Outlook is the preferred magazine of 1.5 million readers in India, and sells more than 11.2
million copies over the year.
ACHIEVEMENTS OF COMPANY
 Department of tourism Government of India Award National Tourism Award 2001-2002
awarded to Outlook Traveler for excellence in Publication.
 Outlook Traveler ‘100 Holiday in the Hills’ won the 2004 PATA Gold Award
 In 2002-2003 the Government of India reorganized ‘OUTLOOK Traveler Gateways’ as the
Best Traveler Publication’.
 Weekend breaks from Delhi was in the BESTSELLERS top three, non-fiction category for 14
consecutive weeks in North India.
 Weekend breaks from Mumbai was in the BESTSELLER is top three for 8 consecutive
weeks in West India.
OUTLOOK MONEY AWARDS
The awards started in 2002, and are presented in the best in the following key personal areas:
 Value creating Companies
 Wealth Creators Mutual Funds
 Banks
 Online Brokers
 Home Financers
 Hall of Fame

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MISSION AND VISION OF THE OUTLOOK
VISION
 To be a premium global conglomerate with a clear focus on the business
MISSION
 To deliver superior value to our customers, Shareholder employees, and society at large
 Build a dynamic team of committed and passionate employees through sustained learning
and grooming
 Develop mutually beneficial relationships with our business partner.
 Employee cost-effective processes and there by create a strong organization.
VALUES
 Integrity
 Teamwork
 High Achievement
 Service Excellence
 Building shareholder Wealth

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OUTLOOK WEBSITES
1. Outlookindia.com
2. Outlookmoney.com
3. Outlooktraveller.com
Outlookindia.com: In 1998, OUTLOOK went online as outlookindia.com is both Outlook
magazine home on the internet and an online publication. Apart from OUTLOOK’S print edition in
its entirely – supplemented with links to related articles on its own sites. OUTLOOKINDIA.COMalso
offer an array of original web-only columns and news updates everyday with a very lively
interactive section.
Outlooktraveller.com: inaugurated as a web resources in 2000. This traveler Website has
since come a king way Outlook Traveler began by opening up new vistas in web-driven vacation
planning with is highly focused editorial features on an array of destinations, from selecting your
destination, to choosing your mode of transport, finding your way around the map. Selecting a
place to stay to catching the local festivities, plus furring out the nearest ATM. Fuel stop or
cybercafé. Here there is something for everyone.
Outlookmoney.com: Outlookmoney.com takes forward the philosophy and believes when
in by intelligent Investor the personal finance magazine that was launched in mid-1998 now
known as OUTLOOK money the site has six channels – stocks , Mutual Funds , Loans ,Retirement
Planning ,Taxation and Insurance that address based areas of the personnel finance spec rum
OUTLOOKmoney.com comes with many interactive tools.

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OUTLOOK & ITS COMPETITORS
OUTLOOK GROUPS COMPETITORS
OUTLOOK MONEY MONEY TODAY
OUTLOOK BUSINESS BUSINESS ECONOMY , BUSINESS
TODAY
OUTLOOK TRAVELLER TRAVEL TODAY
OUTLOOK HINDI SAPTAHIK
MARIE CLAIRE COSMO,FEMINA,NEW
WOMAN,VOGUE
NEWS WEEK TIMES (WORLD’S LEADING
INTERNATIONAL NEWS MAGAZINE)
OUTLOOK (ENGLISH) INDIA TODAY

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OUTLOOK GROUPS VS. INDIA TODAY
INDIA TODAY is considered as major competitor of OUTLOOK, thirty five year old brand,
which has touched all the segments of the market and shown a ray of light to Print Media.
During my Internship, I have gathered customers’ feedback, which show a gradual change in
the preference of customers, which is being discussed in the following figure:
Customers feedback a being compared , amongst two print media Groups and it is found that
INDIA TODAY which is 35-year old brand has been performing well consistently and
OUTLOOK GROUPS has surprised everyone by aggressive marketing during the last 15
years and beaten the Champion of is field by circulating its eleven magazines which fulfill the
needs of different age group people belonging to different sectors.

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PRODUCTS DETAILS
MAGAZINE PRICE ISSUE YEAR
OUTLOOK ENGLISH Rs 30/- 51
BUSINESS Rs 50/- 26
MONEY Rs 50/- 12
TRAVELLER Rs 130- 12
HINDI Rs 65/- 24
LUXE Rs 200/- 04

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1.3 PRODUCTDESCRIPTION
Outlook: In October 1995, Hathway Investments Private Limited group company entered the
print media. Outlook, a weekly newsmagazine headed by Vinod Mehta, galvanized a sluggish
market reeling under the impact of satellite TV. Outlook quickly carved a significant niche for itself
among discerning readers who value its in-depth, investigative reporting as well as its stylish
visual format. Known to be fiercely independent, Outlook has shaken the establishment on events
ranging from Kargil to Kashmir to cricket, sensitized the reading public to important issues like big
dams, education and gender, and provided an unremitting focus on South Asian geopolitics.
Today, Outlook is the preferred magazine of 1.5 million readers in India, and sells more than 11.2
million copies over the year.

32
Outlook Money: In July 1998, the Group launched "Intelligent Investor" re-christened as
"OUTLOOK MONEY" as of 30-Nov-2002, India's first personal finance magazine, which offers
sound strategies for the lay investor, especially the growing segment of salaried middle and upper
middle-class and self-employed professionals. Its message is clear and simple: 'Invest well, borrow
wisely, spend smartly'. Evidently, that message has gone down well: the magazine sold upwards
of 1,00,000 copies a fortnight within a year. One of its distinguishing characteristics is that about
93 per cent of readers retain all past issues of Outlook Money.
Outlook Traveller: Outlook Traveller is a monthly magazine from the stable of Outlook
Publishing India Pvt. Limited and the only significant magazine aimed at the travel reader. Every
month since June 2001 OT has introduced readers to the wonders of unknown destinations while
also encouraging travellers to take a fresh look at familiar places. Whether people are planning a
holiday, or simply dreaming of one, Outlook Traveller continues to take them closer.

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Outlook Saptahik: Outlook Saptahik, a weekly newsmagazine, was launched in October
2002 to establish significant presence amongst the vast Hindi reading audience. The product
targets the evolved Hindi reader keeping their interests, realities & aspirations in mind. Outlook
Saptahik retains the core strengths of Outlook with objective, fiercely impartial and bold
journalism, while brandishing its own identity through a strong parallel editorial. The magazine is
empathetic to its target audience & is not a translation of its English counterpart.
OUTLOOK GEO: This international magazine by Outlook group covers all the news about
wildlife, Geography etc. It is also one of the best selling magazine in this segment. Outlook has
priced this magazine at seventy five rupees and it comes on a monthly basis. This is a German
based magazine. GEO is a family of educational monthly magazines similar to the National
Geographic magazine. It is known for its profound reports, which are accompanied by opulent
pictures.
OUTLOOK PEOPLE: The celebrity based magazine of Outlook group. This is a fortnightly
magazine by Outlook and is most preferred by the fashion oriented people like youth, beauty

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salons etc. This and Marie Claire of Outlook are one of the best magazines in the entertainment
segment as it also covers the fashion statements, interviews of celebrities, Bollywood etc.
MARIE CLAIRE: International fashion magazine of OUTLOOK. Most preferred by youth and
other style oriented people. This is a monthly magazine.
OUTLOOK BUSINESS: Another magazine by Outlook which covers the business news,
interviews of business tycoons, the new jobs in offerings. This magazines is most preferred by
Business Schools, business professionals, businessman etc. This is fortnightly magazine by
Outlook.

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OUTLOOK PROFIT: This magazine gives you the insight of the share market and is most
preferred by Chartered Accountants and others in the same business
NEWSWEEK: It offers comprehensive coverage of world events with a global network of
correspondents ,reporters and editors covering national and international affairs, business,
science, and technology ,society and entertainment,

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BUSINESSWEEK: It is an international magazine that covers all the business news around the
world.
CAREER 360: It covers information related to numerous career option in different fields,
success mantras, sample questions for exams around the corner.
WEB MEDIA
outlookindia.com
In 1998, Outlook went online as outlookindia.com.Outlookindia.com is both Outlook magazine's
home on the Internet and an online publication. This is supplemented with links to related articles
on its own site and a live interactive session.

37
outlooktraveller.com
The highlight of the website is supported by tools and resources that make putting together your
holiday a breeze from selecting your destination, to choosing your mode of transport, finding
your way around the map, selecting a place to stay to catching the local festivities, plus ferreting
out the nearest ATM, fuel stop or cybercafé.

38
EXPERIMENTAL LEARNING
The Internship duration from 15 June 2019 to 3RD August 2019. I was a part of a team which
consisted of 10 interns.
The main work was to generate sales for the company.
We were provided by an account of Knowledge Jockey. In this account all the information related
to our sales, CRMetc. is present.
We were given with the data of existing customers of outlook every day
We did telecallings sales and try to convince the customers to renew their subscription.
We had to bring the customer online, show them the offers available for them and convert them.
There are many ways for a customer to pay for their subscription, they are:
1. Debit/Credit card
2. Net Banking
3. Paytm wallet
4. Cheque
5. Cash
6. NEFT
 Our main work was to generate sales for the company.

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LEARNING
This training proved to be highly beneficial for me as it trained me for future :
 It increased my practical knowledge and well equipped me with all the methods and
knowledge
 The training was very useful in studying the services, client’s satisfaction, consumer
behavior , company culture which is vital for us as we are the future managers who will
lead the world.
 It made me polish my Internal qualities such as competitiveness. Learn sprit, leadership,
confidence etc.I adopted good convincing skills and characteristics to work in different
environment.
 I learned to deal with people and control my patience level which is a very important
ingredient in the dish of life. I faced all kinds of people and learned to adopt myself in
different situation.
BENEFITS TO THE GROUP
 International tie-up will help the group in increasing its market share.
 Good product line will attract more customer and increase readership
 Tie=ups with popular brands helps in building in positive image and make the group
trustful
 Customer feedback survey may take the group in right direction , every company should
keep in mind the basic needs of an ordinary men if it wants to grow .
 OUTLOOK Group is going to launched few new websites , where readers will be able to
view their current edition or previous edition as well . Right now the Group has only five
Websites

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About Knowledge Jockey
Knowledge jockey is an account given to every sales person in the sales team. This account carries
the information about the number of sales converted and commission earned through sales
generated. It also shows the unsuccessful transaction and number of mails sent and all the details
of the subscribers who subscribe through that particular KJ (knowledge Jockey).

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Promotional Offers & Gifts
SpecialOffer
Limitedoffer

42
Gift coupon
E-voucher offer

43
5.Super saver offer
Free Gifts
1. ParkerPens

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2. 4 in 1 bags
3.Guide Books

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4.8 STEPS IN GENERATING SALES
The following methodology has been carried out while conducting this research:
 A list of prospective clients ineachsegment is prepared
After the segments have been identified, a list of prospective clients is made in each segment
with the help of Internet and Telephone Directory services. The list would consist of all details of
the clients including Name, Address, and Telephone Number etc.
 Gather informationabout a client and the key decisionmaker
This step consists of gathering information about the client as to whether it is currently taking any
magazines and at what prices. Also the key decision maker in the company is determined and
his/her details are found out.
 Take appointment
The next step involves calling up the decision maker in the client organization and making him
interested in the product and taking an appointment with him/her. Here it is necessary to
mention the actual price and the discounted price(if any) of the magazines along with the gifts for
each respective magazine.
 Meet the client
Once an appointment has been taken, the next step is to meet the client on the appointed time. It
is very important to arrive on time. The appointment should begin with introducing the products
to the client. The Client should be asked if he is buying any other magazines and if yes, at what
price. The client should also be asked if magazines are already a part of his business. Then the
client should be explained in detail the various features of the product and in what ways it is
better than the competitors. The various options like cover-on-cover are offered to him. Sample
copies are shown to display the various options.
 SendProposal
If the client shows interest in the proposition offered to him, the next step is to send a proposal.
The proposal consists of various details like price, option being offered and other details about
the delivery, payment in advance etc. The proposal is send through mail.
 Follow Up
Once the proposal is sent, follow up is required until the decision maker in the organization takes
a decision regarding ordering and the number of copies to be ordered.
 Settle Terms andConditions

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Once the client shows his readiness to order, the terms and conditions are settled with him with
regard to number of copies, delivery – whether it is single point or multipoint, payment in
advance, time period of subscription. Also, price, if negotiated by the client, is settled. A
customized sample copy is also shown to the client and his approval is seek.
 Contract
Once all the terms and conditions are settled, the agreement is made. The agreement consists of
all the terms and conditions agreeable to both the parties and is duly signed by both the parties
i.e. the client and Outlook.
 Delivery and POD
The client gives all the details of delivery to Outlook as to whether the magazines are to be
delivered to the client itself or directly to the customers. If the magazines are to be delivered
directly to the customers, then all the address details of the client’s customers are taken. After
the magazines are delivered, the Proof of Delivery (POD) is shown to the client for verification. If
any copies are undelivered due to any reason, the client is informed about it.

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FUTURE ASPECT OF PRINT MEDIA
While the rest of the world is combating challenges to grab maximum reach through online media
and social networking tools, India, with a population of more than one billion but less than 80
million Internet users, has seen a continued growth in traditional print and electronic media over
the decade.
Indian print media continues to grow, and foreign publishers are also cashing in on the
opportunity, launching Indian editions of titles such as Forbes, Harper's Bazaar, Technology
Review, Entrepreneur, and even celebrity gossip magazines like People and Hello.
According to the country's first-ever youth readership survey undertaken by the National Book
Trust-National Council of Applied Economic Research, more than two-thirds of the 333 million or
so literate youth in the country prefer newspapers to any other media when it comes to news and
current affairs.
With television news broadcasters completely focused on chasing television ratings in the 24-
hour news cycle, the medium is largely perceived as a source of entertainment, and in general
lacks the seriousness to establish credibility with its audiences.
The Internet, meanwhile, is just gaining a foothold, and radio continues to be the major source of
information in urban India, as in comparison to magazines, while only one in four read books in
leisure time, Indian Express reported.
The survey, conducted in November and December 2009, found that television is the largest
media with more than 77 percent of the 333 million literate people exposed to it. Newspapers
maintain their dominance at 53 percent in terms of the preferred source for news and current
affairs, with around two-thirds (63.4 percent) choosing them for credible information over
television, which had just 22.2 percent .Although digital media around the world is being said to
replace print, in India, no Web site can measure the readership of a printed newspaper, with a
print classifieds market reaching about US$300 million.

49
4 P’s
PRICE:
The pricing is decided on analyzing the competitors pricing strategy. Even a slight decrease in
price account for high profit. The price of outlook magazine vary for Rs 30/- to Rs 100/- depending
on the money invest for each magazine and seeing the target market. Subscription offer have to
be a mode to save so they are a value for money as it’s cheaper than individual magazine with a
marked difference.
PRODUCTS:
The company defines each product according to various segments and is trying to cover each
segment. Magazine like outlook money and outlook business aims at corporate world and
working class. Outlook saptahik is mainly for people with limited access to English Every product
aims at a particular target market and age group.
Place:
Place is selected according to the product keeping in mind its target market and the age group.
Magazine that have high probability to be sold among the elite class are target to malls etc.
whereas health and fashion magazine are targeted towards airports, car rentals etc. the place of
selling affects the sales tremendously
Products Price
Promotion Place
4 P's

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PROMOTION:-
Outlook India adopts a promotional strategy that aims at organizing events in malls and offering
free subscription as gifts. Hoarding banner and new plan are a great way adopted by outlook to
promote their magazine. It aims at shelter , airport for its promotion and advertising as mass
crowd present in these areas.

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SWOT ANALYSIS
STRENGTHS:
 Innovative and customer oriented products.
 Direct approach to customer.
 Focus on customer satisfaction
 Well organized and experienced staffs
 Attractive gifts on subscription
 Having separate criteria of customer’s interest like: Hindi, Money , geo, traveler
WEAKNESS
 Price of some magazine is high
 They are reluctant in promoting some of their own product
Strength Weakness
Opportunity Threats

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 It takes four weeks in delivery first copy of the subscriber and two weeks in case of
address change.
 Sometimes Gifts is not delivered to Customer as per given times
OPPORTUNITIES
 It has many products capturing all sectors information it has an opportunities to become a
market leader.
 Outlook weekly is standard and effective magazine. This is the public – interest magazine
 Outlook has an opportunity to promote its magazine at international level with
international edition
 OUTLOOK can increase its product line by launching three new magazines, related to auto
industry , magazine for beauty and health exclusive and Outlook technology these three
can increase the market share of OUTLOOK
THREATS
 Existing competitors in the market. Competitors are increasing in the product line.
 India Today has already captured the big market share.
 Perception of Readers : Outlook Favor Congress party and the most of time

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SECTION – B
MAINTAINING CONSUMER RELATIONSHIPS MANAGEMENT OF
OUTLOOK PUBLISHING INDIA PVT.LTD
Introduction
About the Project
Efficiently dealing with all the customers & providing them what they actually need increasing
customer base &ultimately enhancing net growth of business.
Customer relationship management (CRM) is a term that refers to practices, strategies and
technologies that companies use to manage and analyze customer interactions and data
throughout the customer lifecycle, with the goal of improving customer service relationships and
assisting in customer retention and driving sales growth.
CRM systems compile customer data across different channels -- or points of contact between the
customer and the company -- which could include the company's website, telephone, live chat,
direct mail, marketing materials and social media. CRM systems can also give customer-
facing staff detailed information on customers' personal information, purchase history, buying
preferences and concerns
Components of CRM
 Marketing automation. CRMtools with marketing automation capabilities can
automate repetitive tasks to enhance marketing efforts at different points in the lifecycle.
For example, as sales prospects come into the system, it might automatically send the
prospects marketing materials, typically via email or social media, with the goal of turning
a sales lead into a full-fledged customer.
 Sales force automation. Sales force automation tools track customer interactions and
automate certain business functions of the sales cycle that are necessary to follow leads
and attract and obtain new customers.
 Contact center automation. Designed to reduce tedious aspects of a contact center
agent's job, contact center automation might include prerecorded audio that assists in

54
customer problem-solving and information dissemination. Various software tools that
integrate with the agent's desktop tools can handle customer requests in order to cut
down on the time of calls and to simplify customer service processes.
 Human resource management. CRMsystems help track employee information, such as
contact information, performance reviews and benefits within a company. This enables
the human resource department to more effectively manage the internal workforce.
 Analytics. Analytics in CRMhelp create better customer satisfaction rates by analyzing
user data and helping create targeted marketing campaigns.
Types of CRM technology
The four main vendors of CRMsystems are Sales force, Microsoft, SAP and Oracle. Other
providers are popular among small- to midmarket businesses, but these four tend to be the
choice for large corporations. The types of CRMtechnology offered are as follows:
 On-premises CRM. This system puts the onus of administration, control, security and
maintenance of the database and information on the company using the CRMsoftware.
With this approach, the company purchases licenses upfront instead of buying yearly
subscriptions from a cloud CRM provider. The software resides on the company's own
servers and the user assumes the cost of any upgrades. It also usually requires a prolonged
installation process to fully integrate a company's data. Companies with complex CRM
needs might benefit from an on-premises deployment.
 Cloud-basedCRM. With cloud-based CRM -- also known as SaaS (software as a service)
or on-demand CRM -- data is stored on an external, remote network that employees can
access anytime, anywhere there is an internet connection, sometimes with a third-party
service provider overseeing installation and maintenance. The cloud's quick, relatively
easy deployment capabilities appeal to companies with limited technological expertise or
resources.
Companies might consider cloud CRMas a more cost-effective option. Vendors such as Sales
force charge by the user on a subscription basis and offer the option of monthly or yearly
payments.
Open source CRM. An Open source CRMsystem make source code available to the public,
enabling companies to make alterations at no cost to the company employing the system. Open
source CRM systems also enable the addition and customization of data links on social media
channels, assisting companies looking to improve social CRM practices.
Open Source CRM platforms such as OroCRM, SuiteCRM and SugarCRM offer alternatives to the
proprietary platforms from Salesforce, Microsoft and other vendors.

55
OUTLINE OF THE PROJECT
The main purpose of this project is to understand the consumer base of outlook magazines. In
order to do so the target market needs to be surveyed thoroughly so as to understand what
exactly the customer is looking for in the product that will satisfy his/her needs and requirements.
After converting prospect into customers it is essential to retain these customers so as to create
brand loyalty. This can be done by using various promotional schemes. This research has also
been conducted to understand where outlook stands few years from now and also finding out
ways and methods to improve the sales of outlook magazines and also increase the number of
customers.
BUILDING RELATIONSHIPS
Relationship marketing focuses on using customer service and quality of service as benchmarks in
a company’s marketing activities. Relationship marketing campaigns are developed by looking at
the lifetime relationship with clients rather than the individual dealings in order to increase profit.
In relationship marketing, the goal is to satisfy and retain clients in order to create long-term
profitable relationships.
It’s obvious that there is a lot to be gained by marketing to your existing client base. Here are
some of the positive results:
 Happier clients who trust you and your business
 Repeat and new business from existing clients means more profitable relationships
 Client-provided feedback and quality insight into your business
 A boost in word of mouth referrals and recommendations
 A willingness to pay more for your services
 Brand engagement and loyalty
Plus, studies have shown that it costs less to keep an existing customer than it does to acquire a
new customer, both in terms of marketing and the new-relationship learning curve.
There are also benefits from relationship marketing to the client. Because their needs become a
primary focus in your business, they get better service, quicker responses and have to do less
work to make sure their needs are being met.

56
SCOPE OF THE PROJECT
 A large number of new player have entered the market and are trying to gain market
share in this rapidly improving market.
 The study deals with Outlook in focus and the various segments that it caters to.
 The study then goes on to evaluate and analyze the feelings so as to present a clear
picture of trends in the magazine sector.
 This project will help the company to know its market reputation and know about their
different buyer in the market.
 By using this project the company may find some remedy in its marketing research and
can also find the behaviors of customers on their different types of magazines.
 As the project mainly deals with the reader’s psychographic profile about Outlook
magazines and its competitors, the organization may utilize this work to focus its readers
with greater perfection.
 This project will help the company to know which magazine have less coverage in the
satisfaction on the customer

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OBJECTIVE OF THE PROJECT
To study and analyze the CRM in Outlook
To study & analyze the strategies adopted by Outlook
For maintaining CRM
To study and analyze the problem being faced by
Consumers in Outlook
To provide sufficient suggestions for improving the CRM
in Outlook

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LITRETURE REVIEW
Customer Relationship Management (CRM) has become one of the most dynamic technology
topics of the millennium. According to Chen and Popovich (2003), CRM is not a concept that is
really new but rather due to current development and advances in information and enterprise
software technology, it has assumed practical importance. The root of CRM is relationship
marketing, which has the objective of improving the long-term profitability of customers by
moving away from product-centric marketing.
Bose (2002) noted that CRMwas invented because the customers differ in their preferences and
purchasing habits . If all customers were alike, there will be little need for CRM. As a result,
understanding customer drivers and customer profitability, firms can better tailor their offerings
to maximize the overall value of their customer portfolio (Chen and Popovich) . The attention
CRM is currently receiving across businesses is due to the fact that the marketing environment of
today is highly saturated and more competitive (Chou et al, 2002) . According to Greenberg
(2004), CRMgenerally is an enterprise-focused endeavor encompassing all departments in a
business . He further explains that, in addition to customer service, CRM would also include,
manufacturing, product testing, assembling as well as purchasing, and billing, and human
resource, marketing, sales and engineering. Chen and Popovich (2003) argued that CRMis a
complicated application which mines customer data, which has been retrieved from all the touch
points of the customer, which then creates and enable the organization to have complete view of
the customers. The result is that firms are able to uncover and determine the right type of
customers and predicting trend of their future purchases. CRMis also defined as an all embracing
approach that seamlessly integrates sales, customer service, marketing, field support and other
functions that touch customers (Chou et al, 2002) . They further stated that CRM is a
notion regarding how an organization can keep their most profitable customers and at the same
time reduce cost, increase in values of interaction which then leads to high profits.
In term of information technology (IT), CRM means an enterprise –wide integration of
technologies working together such as data warehouse, web site, and intranet/extranet, phone
support system, accounting, sales, marketing and production. Kotler (2000) assured that CRM
uses IT to gather data, which can then be used to develop information acquired to create a more
personal interaction with the customer. In the long-term, it produces a method of continuous
analysis and reinforcement in order to enhance customer’s lifetime value with firms.

59
Goldenberg (2000) believes that CRM is not merely technology applications for marketing, sales
and services but rather when it is successfully implemented ; it enables firms to have
crossfunctional , customer-driven , technology-integrated business process management strategy
that maximses relationships. Chin et al (2003) stated that that due to many technological
solutions available for CRM automation, it is often misconstrued as a piece of technology. But
they maintained that in recent times many companies have realized the strategic importance of
CRM, and as a result, it is becoming a business value-effort rather than technology- centric effort.
Benefits of CRM
According to Chen and Popovich (2003), CRM applications have the ability to deliver repositories
of customer data at a much smaller cost than old network technologies. Throughout an
organization, CRMsystems can accumulate, store, maintain, and distribute customer knowledge.
Peppard (2000) noted that effective management of information has a very important role to play
in CRMbecause it can be used to for product tailoring, service innovation; consolidate views of
customers, and for calculating customer lifetime value.
CRM systems assists companies evaluate customer loyalty and profitability based on repeat
purchases, the amount spent, and longevity. Bull (2003) added CRMmakes it practicable for
companies to find unprofitable customers that other companies have abandoned. This position is
supported by Galbreth and Rogers (1999) that CRM helps a business organization to fully
understand which customers are worthwhile to acquire , which to keep, which have untapped
potential, which are strategic, which are important , profitable and which should be abandoned.
Greenberg emphasized that CRM can increase the true economic worth of business by improving
the total lifetime value of the customer , adding that successful CRMstrategies encourage
customers to buy more products, stay loyal for longer periods and communicate effectively with a
company. CRM can also ensure customer satisfaction through allocation, scheduling and
dispatching the right people, with the right parts, at the right time (Chou et al., 2002).
According to Swift (2001), companies can gain many benefits from CRMimplementation. He
states that the benefits are commonly found in one of these areas:
i) Lower cost of recruiting Customers
ii) No need to acquire so many customers to preserve a steady volume of
business
iii) Reduced cost of sales
iv) Higher Customer Profitability

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v) Increased Customer retention & Loyalty vi) Evaluation of customers
Profitability
Curry and Kkolou (2004) refer to the major benefits and reasons for adoption of CRM which
include: customers from the competition will come prefer the organization; a simplified,
customer – focused internal organization will simplify the infrastructure, shrinking the work flow
and eliminating non-productive information flow; and profits will increase from satisfied
customers which will lead to more compact & focused company.
There are some companies that adopt CRMsystems just because it is the most advanced
technology and they think they should have it since their competitors have it (Chou et al, 2002),
Some statistics that motivate this behavior are resumed as follows:
a) By Pareto’s principle, it is assumed that 20% of a company’s customers generate 80% of its
profits.
b) In industrial sales , it takes an average of 8 to 10 physical calls in person to sell to a new
customer , 2 to 3 calls to an existing customer.
c) It is 5 to 10 times more expensive to acquire a new customer than obtain repeat business
from existing customer.
d) A typical dissatisfied customer tells 8 to 10 people about his or her experience source.
Getting to “know” each customer through data mining techniques and a customer-centric
business strategy helps the organization to proactively and consistently offer and sell more
products and services for improved customer retention and loyalty over long periods of time.
Peppers and
Rogers (1999) refer to this as maximizing “lifetime customer share”, resulting in customer
retention and customer Profitability.
Types/Variations of CRM:
Types of CRM can be broadly understood by looking at the two different ways of categorization.
These two types of categorization are as follows:
1. Proactive versus Reactive CRM
2. Operational, Collaborative and Analytical CRM

61
Proactive versus Reactive CRM:
When company responds to the recommendations/suggestions/complaints/requests of the
customers, it is called reactive CRM. Contrary to this, it is called Proactive CRMwhen a company
anticipates and responds to customers’ need of itself. In constant changing market situations,
proactive companies take stock of their customers’ future needs and provide value to customers
through their offerings.
CRM & eCRM:
The ability of the customers to take care of themselves through online or the firms being able to
take care of its customers through internet outlines the basic difference between CRM& e
CRM. As far as concept, methodology and process are concerned there is hardly any difference
between CRM & e CRM. But there is lot of difference when it comes to execution as the
communication media is different.
eCRMis the customer facing internet portion of the CRM. It contains capabilities like self service
knowledge bases, automated email response system, personalization of web contents and online
pricing. Though eCRMincreases efficiency by way of reducing cost, an increased dependence
only on e CRMcan backfire.A dissatisfied customer wanting to meet an employee of the
company, might get frustrated in an e CRM setup. Therefore, it is prudent to have a mix of web
and traditional channels in CRM.
Ever changing customer interaction channel that constantly keep companies on its toes. Various
web applications havre to keep itself abreast with the changing needs of the customers. This
drives eCRM .
The declining cost of internet has increased affordibility and accessibility. The speed and
convenience of internet has further added to growth of eCRM.
The companies have realized that there is need to customize. The customers are not interested in
mass mails.
The realization among companies that retention is more economical & feasible than new
customer acquistion.
Past Survey-Facts
Growth Strategies International (GSI) performed a statistical analysis of Customer satisfaction
data encompassing the findings of over 20,000 customer surveys conducted in 40 countries by
Infoquest.

62
The conclusions of the study were:
b) A Totally Satisfied Customer contributes 2.6 times as much revenue to a company as a
Somewhat Satisfied Customer.
c) A Totally Satisfied Customer contributes 17 times as much revenue as a Somewhat
Dissatisfied Customer.
d) A Totally Dissatisfied customer decreases revenue at a rate equal to 1.8 times what a
Totally Satisfied Customer contributes to a business.
e) By reducing customer defection (by as little as 5%) will result in increase in profits by 25%
to 85% depending from industry to industry.
An important facet of CRMis “customer selectivity”. As several research studies have shown not
all customers are equally profitable (In fact in some cases 80% of the sales come through 20% of
the customers). The company must therefore be selective and tailor its program and marketing
efforts by segmenting and selecting appropriate customers for individual marketing programs.

63
RESEARCH AND METHODOLOGY
The research methodology defines what the activity of research is, how to proceed, how to
measure progress, and what constitutes success. It provides us an advancement of wealth of
human knowledge, tools of the trade to carry out research, tools to look at things in life
objectively; develops a critical and scientific attitude, disciplined thinking to observe objectively
(scientific deduction and inductive thinking); skills of research particularly in the ‘age of
information’.
TYPE OF RESEARCH: The type of research adopted was descriptive in nature . The object of
descriptive research is ‘to portray an accurate profile of persons, events or situations’ .This is
necessary to have a clear picture of the phenomena to collect data prior to the collection of data.
Description in management and business research has a very clear place. However, it should be
thought of as a means to an end rather an end in itself.
Descriptive research is used to describe characteristics of a population or phenomenon being
studied. It does not answer questions about how/when/why the characteristics occurred. Rather
it addresses the "what" question (what are the characteristics of the population or situation being
studied?)[1]The characteristics used to describe the situation or population are usually some kind
of categorical scheme also known as descriptive categories. For example, the periodic table
categorizes the elements. Scientists use knowledge about the nature of electrons, protons and
neutrons to devise this categorical scheme. We now take for granted the periodic table, yet it
took descriptive research to devise it. Descriptive research generally precedes explanatory
research. For example, over time the periodic table‘s description of the elements allowed
scientists to explain chemical reaction and make sound prediction when elements were
combined. Hence, descriptive research cannot describe what caused a situation. Thus, descriptive
research cannot be used as the basis of acausal relationship, where one variable affects another.
In other words, descriptive research can be said to have a low requirement for internal validity.
SAMPLING TECHNIQUE: A simple random sample is a set of individuals (a sample) chosen
from a larger set a population. Each individual is chosen randomly and entirely by chance, such
that each individual has the same probability of being chosen at any stage during the sampling
process,

64
The sample size that was taken into consideration was 100(approx) .These prospects were
randomly selected from the sample area and were asked to fill questionnaire.
The Sample area that has been selected for conducting the research was Delhi, NCR. The sample
size was taken randomly from all parts of Delhi and NCR region. The questionnaire are being
distributed to the various prospects in the sample area the prospects involved are doctors,
college students ,lawyers, teachers.
TOOLS FOR DATA COLLECTION:
The report is based on primary as well as secondary data, however primary data collection is
given more importance since it is overhearing factor in attitude studies. Research is being done by
primary data collection and primary data collection is being done by interacting with various
people. The secondary data has been collected through various journals and websites.
 Primary data :
Primary date were collected though questionnaires .The questionnaire were accordingly prepared
to find out the consumer base and the future aspects of magazines
 Secondary data: journals, websites.
TOOLS FOR ANALYSIS:
The tools that were used for analysing the data that have been collected through the
questionnaire and other sources are as follows:
1. Pie chart
2. Column chart

65
DATA ANALYSIS RESULTS & INTERPRITATION
1. Gender
Interpretation :-
 According to survey from 100 customer 35% Female are only intrested in reading
magazine where as
 65% male are intrested in reading magazine.
Gender
Frequency Percent Valid Percent
Cumulative
Percent
Valid male 65 65.0 65.0 65.0
Female 35 35.0 35.0 100.0
Total 100 100.0 100.0

66
2. Age
Age
Cumulative
Percent
Valid 15 to 25 28 28.0 28.0 28.0
25 to 35 20 20.0 20.0 48.0
35 to 45 20 20.0 20.0 68.0
45 to 55 13 13.0 13.0 81.0
more than 55 19 19.0 19.0 100.0
Total 100 100.0 100.0
Interpretation :-
 28% preferred by the age of 15-25
 Outlook magazine 20% customers belongs to the age of 25-35 & 35-45
 Whereas 19% customer belongs to the age more than 55%
 And 13 % are from the age of 45-55

67
3. Among the following categories in which you belong
Interpretation :-
 28% of outlook magazine preferred by students where as
 22% preferred by the retired person
 20% of outlook market belongs to Housewife
 Where 16% of Service class
 14% are preferred by Business class
Among the following categories in which you belong
Frequency Percent Valid Percent Cumulative Percent
Valid student 28 28.0 28.0 28.0
retired person 22 22.0 22.0 50.0
House wife 20 20.0 20.0 70.0
Service class 16 16.0 16.0 86.0
Business class 14 14.0 14.0 100.0
Total 100 100.0 100.0

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4. Among the following magazine of Outlook which you prefer the most
Interpretation :-
 38% of outlook magazine’s customer to read outlook weekly where as
 Only 5% of customer prefrred to read Money monthly
 26% of customer likes to read traveller montly of outlook magazine
 And 25% prefer Business Biweekly where as
 Only 6% of customer prefer to hindi outlook biweekly
Among the following magazine of Outlook which you prefer the most
Cumulative
Percent
Valid Outlook weekly 38 38.0 38.0 38.0
Hindi Outlook Biweekly 6 6.0 6.0 44.0
Business Biweekly 25 25.0 25.0 69.0
Traveller Monthly 26 26.0 26.0 95.0
Money monthly 5 5.0 5.0 100.0
Total 100 100.0 100.0

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5. How did you come to know about Outlook Magazine?
How did you come to know about Outlook Magazine
Cumulative
Percent
Valid Newspaper 21 21.0 21.0 21.0
Social media 36 36.0 36.0 57.0
Hoarding 23 23.0 23.0 80.0
Advertisement 20 20.0 20.0 100.0
Total 100 100.0 100.0
Interpretation :-
 Customer gets aware about outlook magazine mostly by 36% by social media
 Whereas 23 % customer comes to know via hoarding
 21% customer know about outlook through Newspaper
 And 20% customer says they comes to know via Advertisement

70
6. Which mode you preferred most for opting the information about outlook
Interpretation :-
 Cold calls is the most convenient way of providing information 49% customer like to
opting information with cold calls
 where only 3% subscribe from social media pop-ups
 24% from mails and
 24%from Whatsapp messages
Which mode you preferred most for optening the information about outlook
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid By cold calls 49 49.0 49.0 49.0
By whatsapp 24 24.0 24.0 73.0
By mails 24 24.0 24.0 97.0
By social
Media
3 3.0 3.0 100.0
Total 100 100.0 100.0

71
7. From how many years you are using the service being offered by Outlook
Magazine
Interpretation :-
 72% of customer are using magazine from the 0-1 year ,whereas
 Only 1% of outlook magazine customer are there old subscriber those subscribing for
more than 9 years
 21% belongs to the 1-3 year criteria
 4 % of customer retain as outlook subscriber far 3-6 year whereas
 2% are that subscriber who subscribing for 6-9 years
From how many years you are using the service being offered by
Outlook Magazine
Cumulative
Percent
Valid 0-1 year 72 72.0 72.0 72.0
1-3 year 21 21.0 21.0 93.0
3-6 year 4 4.0 4.0 97.0
6-9 year 2 2.0 2.0 99.0
More than 9
year
1 1.0 1.0 100.0
Total 100 100.0 100.0

72
8. Among the following tenure of subscription which tenure you find most suitable
Interpretation :-
 Mostly customer preferred for the one year subscription 78% of customer select for one
year where as
 only 6%of customer are here who preferred for 5 year subscription plan
 And 16% for 3 year.
Among the following tenure of subscription which tenure you
find most suitable
Cumulative
Percent
Valid One year 78 78.0 78.0 78.0
Three year 16 16.0 16.0 94.0
Five year 6 6.0 6.0 100.0
Total 100 100.0 100.0

73
9. ls the process of subscribing the magazine of Outlook is easy?
Interpretation :-
 Yes , the process of subscribing outlook magazine is easy with the 88% of subscriber
agreement
 Where as only 12 % of subscriber not agree with this
ls the process of subscribing the magazine of Outlook is easy
Cumulative
Percent
Valid Yes 88 88.0 88.0 88.0
No 12 12.0 12.0 100.0
Total 100 100.0 100.0

74
10. Which offer of Outlook prefer most while subscribing magazine
Interpretation :-
 Free gifts products of outlook magazine are highly attracted customers to subscribe 42%
customer prefer,
 only 8% are prefer digital subscription where
 31%like voucher discount and
 19% select as My Deals Extended subscription
Which offer of Outlook prefer most while subscribing magazine
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Gift Product 42 42.0 42.0 42.0
Voucher discount 31 31.0 31.0 73.0
Extended subscription 19 19.0 19.0 92.0
Digital free
subscription
8 8.0 8.0 100.0
Total 100 100.0 100.0

75
11. Do you get any benefits for combo subscription offer by Outlook Magazine?
Interpretation :-
 73% of subscriber are agree that they gets benefits for combo whereas
 13% customers are not confirmed they response May be there is any benefits
 & 14% subscribers says that they didn’t get any benefits
Do you get any benefits for combo subscription offer by Outlook Magazine
Cumulative
Percent
Valid yes 73 73.0 73.0 73.0
No 14 14.0 14.0 87.0
May be 13 13.0 13.0 100.0
Total 100 100.0 100.0

76
12. How many times being taken by Outlook to clarify the queries regarding
subscription
Interpretation :-
 47% says that they get response within 4 hours whereas
 16% subscriber says they get response within 24 hours
 14% customer gets response within 8 hours
 12% of customers they never get response from outlook
 11 % says that they gets response within 12 hours
How many time being taken by Outlook to clarify the queries regarding
subscription
Cumulative
Percent
Valid Within 4 hour 47 47.0 47.0 47.0
Within 8 hour 14 14.0 14.0 61.0
within 12 hour 11 11.0 11.0 72.0
within 24 hour 16 16.0 16.0 88.0
No responses 12 12.0 12.0 100.0
Total 100 100.0 100.0

77
13. Mode of payment mostly preferred by you
Interpretation :-
 62% ,Maximum subscriber prefrred to use Debit card for the subscription of magazine
 21% customer prefrred to use Paytm App for payment
 & 17 % customer are those prefrred to pay via cheque
Mode of payment mostly preferred by you
Cumulative
Percent
Valid Debit card/ credit card 62 62.0 62.0 62.0
Paytm 21 21.0 21.0 83.0
Cheque/ Demand draft 17 17.0 17.0 100.0
Total 100 100.0 100.0

78
14. Is the mode of payment offered by Outlook magazine is convenient
Interpretation :-
 68 % subscriber says Yes , mode of payment is convinent whereas,
 32% subscriber face problems they are not agreed and say No
Is the mode of payment offered by Outlook magazine is convenient
Frequency Percent Valid Percent Cumulative Percent
Valid yes 68 68.0 68.0 68.0
No 32 32.0 32.0 100.0
Total 100 100.0 100.0

79
15. Do you face problem at the time of making the payment via online
Interpretation :-
 78% subscriber says that they didn’t face any problem while making payment via online
 & 22% subscribers tansictions are unsucessfull due to technical issues
Do you face problem at the time of making the payment via online
Cumulative
Percent
Valid Yes 22 22.0 22.0 22.0
No 78 78.0 78.0 100.0
Total 100 100.0 100.0

80
16. Is the query regarding payment via online settle by the Outlook?
Interpretation :-
 72% of subscriber agreed that queries relavent to paymet is settled whereas
 28% of subscribers queries are not settled
Is the queries regarding payment via online settle by the Outlook
Cumulative
Percent
Valid Yes 72 72.0 72.0 72.0
No 28 28.0 28.0 100.0
Total 100 100.0 100.0

81
17. Is there any service being provided by Outlook for those subscription who fear
Loss of cheque through post
Interpretation :-
 41% of customer says that Yes outlook facilitate this service whereas
 59% of subscriber are not agree with this statment
Is there any service being provided by Outlook for those subscription who
fear loss of cheque through post
Cumulative
Percent
Valid Yes 41 41.0 41.0 41.0
No 59 59.0 59.0 100.0
Total 100 100.0 100.0

82
18. Are you satisfy with the time duration of the delivery of magazine
Interpretation :-
 74% of customer are satisfy with the time duration taken by outlook for delivery
procedures
 Whereas 26% are not satisfy
Are you satisfy with the time duration of the delivery of
magazine
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Yes 74 74.0 74.0 74.0
No 26 26.0 26.0 100.0
Total 100 100.0 100.0

83
19. Do you actually get the subscribed magazine on time?
Interpretation :-
 60% subscriber receives their magazine on time whereas
 22% of subscriber never gets their magazine
 & 18% gets magazine sometimes on time
Do you actually get the subscribed magazine on time
Cumulative
Percent
Valid Yes 60 60.0 60.0 60.0
No 18 18.0 18.0 78.0
Sometimes 22 22.0 22.0 100.0
Total 100 100.0 100.0

84
20. Is there any channel exist for the replacement of the defective magazine in
Outlook
Interpretation :-
 Basically there is no any channel of distribution provided for the replacement of the
magazine agreed by 84% of customer
 Whereas 16% customer says Yes there is
Is there any channel exist for the replacement of the defective
magazine in outlook
Cumulative
Percent
Valid yes 16 16.0 16.0 16.0
No 84 84.0 84.0 100.0
Total 100 100.0 100.0

85
21. The service of consistent reminders channelized by Outlook
Interpretation :-
 43% of subscriber are satisfy with the consistent reminder for the
subscriptions whereas
 Only 3% customers are highly dissatisfy
 22% are nuteral
 14% customer are dissatisfy
 18% of customers are highly satisfy
The service of consistent reminders channelized by Outlook
Cumulative
Percent
Valid Highly satisfy 18 18.0 18.0 18.0
satisfy 43 43.0 43.0 61.0
Neutral 22 22.0 22.0 83.0
Dissatisfy 14 14.0 14.0 97.0
Highly Dissatisfy 3 3.0 3.0 100.0
Total 100 100.0 100.0

86
22. Is there any helpline portal for your concern issue shortation
Interpretation :-
 Yes, outlook provides helpline portal for the customer issue agreed by 89%
subscriber whereas
 11% subscriber says no
Is there any helpline portal for your concern issue sortation
Cumulative
Percent
Valid Yes 89 89.0 89.0 89.0
No 11 11.0 11.0 100.0
Total 100 100.0 100.0

87
23. Rate the service of responses for the queries given by Outlook through the
Helpline portal
Rate the service of responses for the queries given by Outlook through the
helpline portal
Cumulative
Percent
Valid Highly satisfy 29 29.0 29.0 29.0
satisfy 49 49.0 49.0 78.0
neutral 9 9.0 9.0 87.0
Dissatisfy 11 11.0 11.0 98.0
Highly dissatisfy 2 2.0 2.0 100.0
Total 100 100.0 100.0
Interpretation :-
 49% of customer are satisfy with the response of helpline portal, whereas
 Only 2% are highly dissatisfy with this statement
 29% of subscriber are highly satisfy with the response of helpline portal
 11% of customer are dissatisfy
 & 9 % of subscriber are nuteral

88
24. Do you think employee is maintaining good relations through its services?
Do you think employee is maintaining good relations through its services
Cumulative
Percent
Valid yes 91 91.0 91.0 91.0
No 9 9.0 9.0 100.0
Total 100 100.0 100.0
Interpretation :-
 Great achievement for the Outlook Publishing pvt.ltd ,91% of customer says they are
maintaining good relations with customers
 Whereas 9 % of customers only say no

89
25. Suggest better option for efficient delivery
Interpretation :-
 54% of customer gives suggestion to provide tracking I’d and agent contact
no. whereas
 31% of customer suggest for efficient delivery to facilitate the cash on delivery
 9% of customer suggest to simplify internal process
 And 6% customer suggest to opt latest delivery channel
suggest better option for efficient delivery
Cumulative
Percent
Valid Facilitate cash on Delivery
option
31 31.0 31.0 31.0
Opt latest delivery channel 9 9.0 9.0 40.0
Provide tracking I’d & agent
contact No
54 54.0 54.0 94.0
Simplify internal process 6 6.0 6.0 100.0
Total 100 100.0 100.0

90
 Mean, Median, Mode and Correlationof Variables
Statistics
N
Mean Median Mode
Std.
DeviationValid Missing
Gender 100 0 1.35 1.00 1 .479
Age 100 0 2.75 3.00 1 1.473
Among the following
categories in which you
belong
100 0 2.66 2.50 1 1.401
Among the following
magazine of Outlook
which you prefer the
most
100 0 2.54 3.00 1 1.359
How did you come to
know about Outlook
Magazine
100 0 2.42 2.00 2 1.037
Which mode you
preferred most for
optening the
information about
outlook
100 0 1.81 2.00 1 .907
From how many years
you are using the
service being offered
by Outlook Magazine
100 0 1.39 1.00 1 .751
Among the following
tenure of subscription
which tenure you find
most suitable
100 0 1.28 1.00 1 .570
ls the process of
subscribing the
magazine of Outlook is
easy
100 0 1.12 1.00 1 .327

91
Which offer of Outlook
prefer most while
subscribing magazine
100 0 1.93 2.00 1 .967
Do you get any
benefits for combo
subscription offer by
Outlook Magazine
100 0 1.40 1.00 1 .711
How many time being
taken by Outlook to
clarify the queries
regarding subscription
100 0 2.32 2.00 1 1.490
Mode of payment
mostly preferred by you
100 0 1.55 1.00 1 .770
Is the mode of payment
offered by Outlook
magazine is convenient
100 0 1.32 1.00 1 .469
Do you face problem at
the time of making the
payment via online
100 0 1.78 2.00 2 .416
Is the queries
regarding payment via
online settle by the
Outlook
100 0 1.28 1.00 1 .451
Is there any service
being provided by
Outlook for those
subscription who fear
loss of cheque through
post
100 0 1.59 2.00 2 .494
Are you satisfy with the
time duration of the
delivery of magazine
100 0 1.26 1.00 1 .441
Do you actually get the
subscribed magazine
on time
100 0 1.62 1.00 1 .826

92
Is there any channel
exist for the
replacement of the
defective magazine in
outlook
100 0 1.84 2.00 2 .368
The service of
consistent reminders
channelized by Outlook
100 0 2.41 2.00 2 1.036
Is there any helpline
portal for your concern
issue sortation
100 0 1.11 1.00 1 .314
Rate the service of
responses for the
queries given by
Outlook through the
helpline portal
100 0 2.08 2.00 2 1.002
Do you think employee
is maintaining good
relations through its
services
100 0 1.09 1.00 1 .288
suggest better option
for efficient delivery
100 0 2.35 3.00 3 .989

93
Correlation
Correlations
Gender
Among the
following magazine
of Outlook which
you prefer the most
Gender Pearson Correlation 1 .808**
Sig. (2-tailed) .000
N 100 100
Among the following
magazine of
Outlook which you
prefer the most
Pearson Correlation .808** 1
N 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Age
Is the mode of
payment offered
by Outlook
magazine is
convinent
Age Pearson Correlation 1 .863**
N 100 100
Is the mode of payment
offered by Outlook magazine
is continent
Pearson Correlation .863** 1
N 100 100
**. Correlation is significant at the 0.01 level (2-tailed).

97
RECOMMENDATIONS
1. From the market survey it was able to identify that the motivating factors are the gifts
provided along with the subscriptions and according to most of the consumers a good gifts
are one which have good brand value associated with it and those which offer better
utility therefore outlook should concentrate on this promotional tool.
2. From the information obtained from Outlook, if was identified that Outlook does nothing for
customer retention. Outlook needs to formulate and implement customer retention and loyalty
programs to retain the customers.
 Greet the customers with exciting gifts during special occasions.
 Sell the subscription renewal at discount.
 Auto renewal of subscription.
 Allow grace period for subscription expiry.
 Send loyalty gifts.
 Organize entertainment events for subscribers..
3. The most important task is that company should give its priority to coverage. If the company
could cover home towns, cities and villages then it will create their more magazines readers.
4. From the market survey it was revealed that the strengths of Outlook Magazine are
Promotional Schemes and unbiased reporting. Its weaknesses are its Content quality, Paper
quality and Print quality so it should work on it to increase the customer’s satisfaction. If the
product is able to satisfy customers in its core product attributes, then the customer will be tend
to be loyal as their expectations are fulfilled.
5. Company should appoint some executives to make strong relationships with customer.

98
APPENDIX
Maintaining CRM by Outlook Magazine PublishingPvt.Ltd
1. Name :
Your answer
2. Gender :
o Female
o Male
o Other
3. Age :
o 15 to 25
o 25 to 35
o 35 to 45
o 45 to 55
o More than 55
4. Among the following categories in which you belong
o Students
o Retired Person
o House wife
o Service class
o Business class
5. Among the following magazine of Outlookwhich you prefer the most
o Outlook Weekly
o Hindi Outlook Biweekly
o Business Biweekly
o Traveller Monthly
o Money Monthly
6. How did you come to know about Outlook Magazine?
o Newspaper
o Social Media
o Hoarding

99
o Advertising
7. Which mode you preferred most for opting the information about Outlook
o By Cold calls
o By Whatsapp
o By Mails
o By Social Media pop ups
8. From how many years you are using the service being offered by Outlook
Magazine
o 0-1
o 1-3
o 3-6
o 6-9
o More than 9 year
9. Among the following tenure of Subscription which tenure you find most suitable
o One year
o Three year
o Five year
10. Is the process of subscribing the magazine of outlookis easy?
o Yes
o No
11. Which offer of outlook prefer most while subscribing magazine?
o Gift products
o Voucher discount
o Extended subscription
o Digital free subscription
12. Do you get any combo subscription offer by outlook magazine?
o Yes
o No
o May be
13. How many times being taken by outlookto clarify the queries regarding

100
Subscription
o Within 4 hour
o Within 8 hour
o Within 12 hour
o Within 24 hour
o No responses
14. Mode of payment mostly preferred by you
o Debit card / credit card
o Paytm
o Cheque / Demand draft
15. Is the mode of payment offered by outlookmagazine is convenient?
o Yes
o No
16. Do you face problem at the time of making the payment via online?
o Yes
o No
17. Is the queries regarding payment via online settle by the Outlook?
o Yes
o No
18. Is there any service being provided by Outlook for those subscription who fear loss
of cheque through post?
o Yes
o No
19. Are you satisfy with the time duration of the delivery of magazine
o Yes
o No
20. Do you actually get the subscribed magazine on time?
oYes
o No
o Sometimes

101
21. Is there any channel exist for the replacement of the defective magazine in Outlook
o Yes
o No
22. The service of consistent reminders channelized by Outlook
oHighly satisfy
o Satisfy
o Neutral
o Dissatisfy
o Highly dissatisfy
23. Is there any helpline portal foryour concern issue sort out?
o Yes
o No
24. Rate the service of responses for the queries given by Outlookthrough the helpline
Portal
oHighly satisfy
o Satisfy
o Neutral
o Dissatisfy
o Highly dissatisfy
25. Do you think employee is maintaining good relation through their service?
oYes
o No
26. Suggest better option for efficient delivery:
o Provide tracking I’d & agent contact No.
o Opt latest delivery channel
o Facilitate cash on Delivery option
o Simplify internal process

102
BIBILOGYAPHY
 https://subscription.outlookindia.com/newoffer/super_saver_kj.html?source=1&vouch
ercode=DELH105094
 https://en.wikipedia.org/wiki/Outlook_(Indian_magazine)
 https://www.readwhere.com/publisher/outlook-publishing-india-pvtltd/1634
 www.outlookmoney.co
 yourhelpline@outlookindia.com
 www.kj.outlookindia.co
 http://www.academia.edu/Documents/in/Customer_Relationship_Management_CRM_
 https://www.whizsky.com/2019/01/business-magazines-of-india-every-entrepreneur-
should-shelve-it/
 https://examupdates.in/customer-relationship-management/
 Research Methodology C R Kothari
 Research Methodology Ranjitkumar

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