INTRODUCTION

The Marketing philosophy of business assumes that an organization can best service, prosper and
profit by identifying and satisfying the needs of its customer. This however is a recent thinking.
Various definitions of Marketing have been given from different perspectives, exchange and utility
being the two important ones.

The Marketing Concept, a philosophy of early 1950s gave marketing a much more important role
in business. To apply this concept, an organization must meet three basic needs. First, it must
believe in the Customer’s importance. Most of the companies give lip service to this idea; no
manager wants to be caught saying that customers are not important.

Second, marketing efforts must be integrated. Specific and measurable goals should be set; all
marketing activities should be coordinated. If various departments follow their own private
agendas in conducting marketing activities, the organization may lose sight of customer’s needs.

Finally, management must accept the assumption that profit goals will be reached through satisfied
customers. Clearly, the path to profit is not a simple one; all business firms compete within a
complex environment that demands astute management of organizational resources and efforts

Marketing plays an important role in establishing relationships between customers and the
organizations offering to the market. It gives us the confidence to want to try a new product in the
market as opposed to situations where the products enter the market without publicity. This makes
the marketing function critical in every organization irrespective of whether the organization is a
profit or non-profit centered. Marketing shapes the image of the organization, how people associate
the organizations products or services and indeed give people the confidence about their products
or services. When it come to the profit led organizations, marketing is responsible for the increase
in revenue and by extension increase in the organizations profitability. In addition, the function
also helps growing of the customer/clientele base for the organization. This is especially so when
the organization is dealing with more of corporate customers, and where decisions involve more
than one party.

DEFINITIONS:

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 “Marketing is a management process whereby the resources of the whole organization are
utilized to satisfy the needs of selected customer groups in order to achieve the objectives of
both parties. Marketing them is first and foremost attitude of mind there than the services of
functional activities.”

Marketing is the process of planning and executing the conception, pricing, promotion
and distribution of ideas, goods and services to create exchanges that satisfy individual and
organizational objectives

-AMERICAN MARKETING ASSOCIATION

“Marketing is the social process by which individuals and organizations obtain what they need
and want through creating and exchanging value with others.”

-PHILIP KOTLER

CUSTOMER RELATIONSHIP MANAGEMENT

Customer relationship management (CRM) is an approach to managing a company's interaction

with current and potential customers. It uses data analysis about customers' history with a company
and to improve business relationships with customers, specifically focusing on customer retention
and ultimately driving sales growth.

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One important aspect of the CRM approach is the systems of CRM that compile data from a range
of different communication channels,, including a company's website, telephone, email, live chat,
marketing materials, and more recently, social media. Through the CRM approach and the systems
used to facilitate it, businesses learn more about their target audiences and how to best cater to
their needs. However, adopting the CRM approach may also occasionally lead to favouritism
within an audience of consumers, resulting in dissatisfaction among customers and defeating the
purpose of CRM.

What is Customer Relationship Management?

The art of managing the organization’s relationship with the customers and
prospective clients refer to customer relationship management.

Customer relationship management includes various strategies and techniques to maintain healthy
relationship with the organization’s existing as well as potential customers. Organizations must
ensure customers are satisfied with their products and services for higher customer retention.
Remember one satisfied customer brings ten new customers with him where as one dissatisfied
customer takes away ten customers along with him.
The CRM is a new technique in marketing where the marketer tries to develop long term
relationship with the customers to develop them as life time customers. CRM aims to make the
customer climb up the ladder of loyalty.

The company first tries to determine who are likely prospects i.e. the people who have a strong
potential interest in the product and ability to pay for it. The company hopes to convert many of
its qualified prospect into first time customers and then to convert those first time customers into
repeat customers. Then the company tries to convert these repeat customers into clients – they are
those people who buy only from the company in the relevant product categories. The next
challenge for the company is to convert these clients into advocates. Advocates are those clients
who praise the company and encourage others to buy from it.

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The ultimate challenge is to convert these advocates into partners where the customers and the
clients work actively together to discover ways of getting mutual benefit.

Thus in CRM the key performance figure is not just current market share but share of life time
value by converting customers into partners.

In CRM the company tries to identify that small percentage (20%) of key account holders whose
contribution to the company revenues is high (80%). So from this point of view, CRM is also
known as KEY ACCOUNT MANAGEMENT.

NEED FOR THE STUDY

The CRM (customer relationship management) is an integrated effort to strengthen the network of

relationship for the mutual benefit of both the parties. Jio being a trending hit in the industry of

telecommunications I wanted to know the marketing strategies implied within the organization and

how the company is able to manage such a huge database India wide. The biggest management

challenge in the new millennium of liberalization and globalization for a business is to maintain

good relationship with the king – the customer. A study on customer relationship management

would enable me to know about the CRM practices adopted in the Reliance Jio Infocomm Ltd.

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 SCOPE OF THE STUDY

My scope with respect to Customer Relationship Management at Reliance Jio Infocomm

Ltd. focuses primarily in knowing how the customers are satisfied with the services being

offered by the company.

My sample size ranges to 170 customers from distinct areas in and around Kakinada city.

My scope of the study was to find out the customer queries by talking to them personally

through phone calls and to inform the technical department to improvise the areas in which

the services offered, lack in to the respective customers.

The services which are less qualitative as mentioned by the customers on making a call are

improvised through technical department includes the data services, voice quality of the

calls, issues regarding handset, connectivity of network as such. To mention a few, during

the months of June 2017 – August 2017, 78% - with bad voice quality of calls and

connectivity issues of the network, 12% - call drop issues and only 10% - find difficulty

with handset.

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 Since the Scope of the Study is to know how the company is able to attract new accounts

and retain existing accounts by providing customised services to the respective customers

I have taken up this activity to know how the existing accounts are able to widespread the

brand of Jio to the non users.

OBJECTIVES OF THE STUDY

• To study the Industrial Profile and Company Profile with respect to Reliance Jio

Infocomm Services in Jio centre at Kakinada.

• To find out different perceptions of the people (In and around, Kakinada) towards

Reliance Jio Infocomm Ltd.

• To access the counter strategies of the competitors such as Airtel, Idea, as such.

• To study the role of Information Technology in CRM with respect to Reliance Jio.

• To study the current practices of CRM at JIC, Kakinada..

• To find the market potential and market penetration of Reliance Jio products and services

offerings in Kakinada.

• To offer suggestions if any, in future empowering the CRM at Reliance Jio.

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 METHODOLOGY OF THE STUDY

RESEARCH DESIGN:

The purpose of the methodology is to design the research procedure. This includes the overall
design, the sampling procedure, the data collection method and analysis procedure.

The essential purpose of marketing research is to provide information, which will facilitate the
identification of opportunity of problem situation and to assist the manager in arriving at the best
possible decisions when such situations are encountered.

DATA COLLECTION: There are two types of data.

1.Primary Data

Primary data can be collected either through experience or through survey. Those which are
collected a fresh for the first time thus happens to be original in character that is called primary
data.
Primary data for this study is collected with the help of structured questionnaire being questioned
via phone calls with the customers of Reliance Jio Infocomm Services and interaction with
technical department, employees at the Jio Centre Kakinada.

2. Secondary Data
Secondary data is information that is already available somewhere, from the journals on internet,
in a company’s records with respect to customer data, on a large scale, in corporate or
government archives.
Secondary data is collected with the help of the documents (customer application forms to get
New Jio Sim Cards) provided by the Reliance Jio Centre Kakinada and collected additional
information through Marketing Textbooks and Website of Jio.

LIMITATIONS OF THE STUDY

• Getting the co-operation of the customers and accessibility for the information.

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• The behaviour of the customer is unpredictable which may have lead to collect accurate data.

Time constraint is unavoidable limitation of my study.

• Inadequate disclosure of information is also another problem to collect entire data for my study.

INDUSTRY PROFILE - TELECOMMUNICATION

World telecom industry is an uprising industry, proceeding towards a goal of achieving two third
of the world's telecom connections. Over the past few years information and communications
technology has changed in a dramatic manner and as a result of that world telecom industry is
going to be a booming industry. Substantial economic growth and mounting population enable the
rapid growth of this industry.

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India is currently the world’s second-largest telecommunications market with a subscriber base of
1.05 billion and has registered strong growth in the past decade and half. The Indian mobile
economy is growing rapidly and will contribute substantially to India’s Gross Domestic Product
(GDP), according to report prepared by GSM Association (GSMA) in collaboration with the
Boston Consulting Group (BCG). The country is the fourth largest app economy in the world. The
liberal and reformist policies of the Government of India have been instrumental along with strong
consumer demand in the rapid growth in the Indian telecom sector. The government has enabled
easy market access to telecom equipment and a fair and proactive regulatory framework that has
ensured availability of telecom services to consumer at affordable prices. The deregulation of
Foreign Direct Investment (FDI) norms has made the sector one of the fastest growing and a top
five employment opportunity generator in the country.
The Indian telecom sector is expected to generate four million direct and indirect jobs over the next
five years according to estimates by Randstad India. The employment opportunities are expected
to be created due to combination of government’s efforts to increase penetration in rural areas and
the rapid increase in smartphone sales and rising internet usage.

Market Size
The mobile industry is expected to create a total economic value of Rs 14 trillion (US$ 217.37
billion) by the year 2020. It would generate around 3 million direct job opportunities and 2 million
indirect jobs during this period. India has become the second largest smartphone market in the
world as shipments increased 23 per cent year-on-year in 2015, to reach more than 40 million units.
Rise in mobile-phone penetration and decline in data costs will add 500 million new internet users
in India over the next five years creating opportunities for new businesses. The monthly data usage
per smartphone in India is expected to increase from 3.9 GB in 2017 to 18 GB by 2023.

Data usage on Indian telecom operators' networks (excluding Reliance Jio), doubled in six months
to 359 peta bytes or 3.7 million gigabytes per month as 4G data usage share increased to 34 per
cent by the end of June 2017. According to a report by leading research firm Market Research
Store, the Indian telecommunication services market will likely grow by 10.3 per cent year-on-
year to reach US$ 103.9 billion by 2020.

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Investment/Major development

With daily increasing subscriber base, there have been a lot of investments and developments in
the sector. The industry has attracted FDI worth US$ 30.03 billion during the period April 2000 to
September 2016, according to the data released by Department of Industrial Policy and Promotion
(DIPP).
Some of the developments in the recent past are:

• The Government of India is working to digitally connect the rural and remote regions in
the country and has decided a new affordable tariff structure with the principle of more you
use, less you pay. The changes will soon be reflected in tariff changes by service providers
in the country.
• India telecommunication companies will be investing US$ 20 billion over the next two
years for expansion of network and operations, stated Mr Akhil Gupta, Vice Chairman,
Bharti Enterprise.

Government Initiatives
The government has fast-tracked reforms in the telecom sector and continues to be proactive in
providing room for growth for telecom companies. Some of the other major initiatives taken by
the government are as follows:
• The Government of India is working to digitally connect the rural and remote regions in the
country and has decided a new affordable tariff structure with the principle of more you use,
less you pay. The changes will soon be reflected in tariff changes by service providers in the
country.
• The Government of Telangana is targeting to provide broadband connection to every household
in the state by 2018, which is expected to lead to revolutionary changes in the education and
health sectors.
• Mr Manoj Sinha, Union Minister of Communications, Government of India, stated that the
government will provide the required support for achieving the dream of a fully connected and

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 truly empowered India soon, while inaugurating a national conference on 'BharatNet and its
utilisation with states'.

Road Ahead

India will emerge as a leading player in the virtual world by having 700 million internet users of
the 4.7 billion global users by 2025, as per a Microsoft report. Internet economy expected to touch
Rs 10 trillion (US$ 155 billion) by 2018, contributing around 5 per cent to the country’s GDP.
With the government’s favourable regulation policies and 4G services hitting the market, the
Indian telecommunication sector is expected to witness fast growth in the next few years. The
Government of India also plans to auction the 5G spectrum in bands like 3,300 MHz and 3,400
MHz to promote initiatives like Internet of Things (IoT), machine-to-machine communications,
instant high definition video transfer as well as its Smart Cities initiative. The Indian mobile phone
industry expects that the Government of India's boost to production of battery chargers will result
in setting up of 365 factories, thereby generating 800,000 jobs by 2025.

Economical aspect of telecommunication industry: World telecom industry is taking a crucial part
of world economy. The total revenue earned from this industry is 3 percent of the gross world
products and is aiming at attaining more revenues. One statistical report reveals that approximately
16.9% of the world population has access to the Internet.

Present market scenario of world telecom industry: Over the last couple of years, world
telecommunication industry has been consolidating by allowing private organizations the
opportunities to run their businesses with this industry. The Government monopolies are now being
privatized and consequently competition is developing.

India has a fast-growing mobile services market with excellent potential for the future. With almost
five million subscribers amassed in less than two years of operation. India’s growth tempo has far
exceeded that of numerous other markets, such as China and Thailand, which have taken more
than five years to reach the figures India currently hold.

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According to recent strategic research by Frost & Sullivan Indian Services Market, such growth
rates can be greatly attributed to the drastically falling price of mobile handsets with price playing
a fundamental role in Indian subscriber requirements. Subscribers in certain regions can acquire
the handset at almost no cost, thanks to the mass – market stage these technologies have reached
internationally. The market is growing at an extremely fast pace and so is the competition between
the mobile service providers.

With the presence of a market of mobile telephony services including market leaders like Airtel,
Reliance, Idea cellular, BSNL, etc. who are providing either of the two network technologies such
as Global System for Mobile Communications (GSM) and Code Decision Multiple Access
(CDMA). In cellular service there are two main competing network technologies. Global System
for Mobile Communication (GSM) is a new digital technology developed by the European
community to create a common mobile standard around the world. It helps you achieve higher
selling capacity and better speech quality and one can enjoy crystal clear reception on one’s mobile
phone. It automatically solves the problem on eavesdropping on one’s calling. Before analyzing
the telecom licensing framework in India, it is imperative that one must examine what is a license.
License issued by government is an authority given to person upon certain conditions which would
have been illegal or wrongful otherwise. Licensing framework has been an integral part of India’s
telecommunication law. Under the Indian Telegraph Act, 1885, section 4 gives the government to
grant license to any person to establish, maintain or use a telegraph.

Code Division Multiple Access (CDMA) describes a communication channel access principle that
employs spread spectrum technology and a special coding scheme (where cash transmitter is
assigned a code). It is a spread spectrum signalling since the modulated coded signal has a much
higher bandwidth than the data being communicated. CDMA is the current name for mobile
technology and characterized by high capacity and small cell radius. It has been used in many
communication and navigation systems including the Global Positioning System and the Omni
traces satellite systems for transportation logistics.

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Indian mobile telephony market is increasing day by day and there are more to happen with
technological up gradations occurring nearly every day and ever increasing demand for easier and
faster connectivity, the mobile telephony market is expected to race ahead.

NATIONAL TELECOM POLICY 1994 (NTP 1994)

The National Telecom Policy was announced in 1994 which aimed at improving India’s
competitiveness in the global market and provides a base for a rapid growth in exports. This policy
eventually facilitated the emergence of Internet services in India on the back of established basic
telephony communication network. This policy also paved way for the entry of the private sector
in telephone services.

The main Objectives of the National Telecom Policy were:

• To ensure telecommunication is within the reach of all, that is to ensure availability of

telephone on demand as early as possible.
• To achieve universal service covering all villages, that is to enable all people to access
certain basic telecom services at affordable and reasonable prices.
• To ensure world- class telecom services. Remove consumer complaints, resolve disputes
and encourage public interface and provide a wide permissible range of services to meet
the demand at reasonable prices.
• To ensure that India emerges as a major manufacturing base and major exporter of telecom
equipment.
• To protect the defence and security interests of the nation.

The policy also announced a series of specific targets to be achieved by 1997 and further
recognized that to achieve these targets the private sector association and investment would be
desired to bridge the resource gap.

Thus, to meet the telecom needs of the nation and to achieve international comparable standards,
the sector for manufacture of telecom equipment has been progressively relicensed and the
subsector for value added services was opened up to private investment (July 1992) for electronic
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mail, voice mail, data services, audio text services, video text services, video conferences, radio
paging and cellular mobile telephone. The private sector participation in the sector was earned out
in a phased manner. Initially the private sector was allowed in the value added service and
thereafter it was allowed in the fixed telephone services subsequently. VSAT services were
liberalized for private sector participation to provide data services to closed user groups.

ESTABLISHMENT OF TRAI

The entry of private players necessitated independent regulation in the sector: therefore, the TRAI
was established in 1997 to regulate telecom services, for fixation/revision of tariffs, and also to
fulfil the commitments made when India joined the World Trade Organization (WTO) in 1995.
The establishment of TRAI was a positive step as it separated the regulatory function from policy-
making and operation, which continued to be under the purview of the DoT.
The functions allocated to the TRAI included:

• To recommend the need and timing for introduction of new service provider.

• To protect the interest of customers of telecom services.

• To recommend the terms and conditions of license to a service provider.

To render advice to the Central government on matters relating to the development of

telecommunication technology and any other matter applicable to the telecommunication industry
in general.

NEW TELECOM POLICY 1999 (NTP 1999):-

In recognition of the fact that the entry of the private sector, which was envisaged during NTP94
was not satisfactory and in response to the concerns of the private operators and investors about
the viability of their business due to non realization of targeted revenues the government decided
to come up with a new telecom policy. The most important milestone and instrument of telecom
reforms in India is the New Telecom Policy 1999 (NTP 1999). The New Telecom Policy 1999
(NTP- 1999) was approved on 26th March 1999 to become effective from 1st April 1999.

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Moreover, convergence of both the markets and technologies required realignment of the industry.
To achieve India’s vision of becoming an IT superpower along with developing a world class
telecom infrastructure in the country, there was a need to develop a new telecom policy framework.
Accordingly, the NTP 1999 was framed with the following objectives and targets:

Availability of affordable and effective communication for citizens was at the core of the vision
and goal of the new telecom policy.

Provide a balance between provision of universal service to all uncovered areas, including rural
areas, and the provision of high- level services capable of meeting the needs of the economy.

Encourage development of telecommunication facilities in remote, hilly and tribal areas of the
nation.

To facilitate India’s journey to becoming an IT superpower by creating a modern and efficient

telecommunication infrastructure taking into account into account the convergence of IT, media,
telecom and consumer electronics.
Convert PCO’s wherever justified, into public telephone information centres having multimedia
capability such as ISDN services, remote database access, government and community information
systems etc.

To bring about a competitive environment in both urban and rural areas by providing equal
opportunities and level playing field for all players. Providing a thrust to build world-class
manufacturing capabilities and also strengthen research and development efforts in the country.

Achieve efficiency and transparency in spectrum management.

Protect the defence and security interests of the country.

Enable Indian Telecom companies to become global players.

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PLAYERS IN THE MARKET:

BSNL is the market leader with a 67.7%followed by MTNL with 11.5% market share. Next is
Bharati Airtel at 10.9% followed by Tata and Reliance at 5% and 4.1% respectively.

BSNL as a company is growing and showed annual revenues of approximately $4.5 billion as of
2016. BSNL is serving more than 125 million customers across the country and is catalyst in
checking the price point for telecom services.

Also, with the government intensifying its rural focus, only BSNL can turn into reality the next
wave of rural telecom penetration.
BSNL is a 100% Central Government entity and employees with BSNL are entitled to get salaries
and perks as decided by Government of India and not by BSNL.

However both, MTNL and BSNL are plagued by declining revenues coupled with high costs.
BSNL has massive infrastructure, manpower, systems and 80% of landlines and 90% of broadband
connections in India are operated by it.

“Vodafone is investing nearly US$ 3 billion over the next two years in channel in the country
India in expanding its network infrastructure and distribution” as per Vittorio Colao, CEO,
Vodafone plc,

BlackBerry plans to set up enterprise solutions centres to educate corporate customers about
various BlackBerry Enterprise Service (BES) 10 solutions. “India is one of the fastest growing
market in terms of smartphone and mobile data adoption”, said according to Sunil Lalvani,
Managing Director (MD), BlackBerry India.

Tata Teleservices plans to set up nearly 4,000 Wi-Fi hotspots in nine cities across the country in
the next two years.

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BOOMING SECTORS

The tide has turned for the telecom sector in India, as growth and profitability has accelerated in
recent times. Tower companies are reaping benefits of a turnaround in the sector as operators have
started investing in networks to boost data penetration.

However, it is in the country’s booming mobile segment in which the major battles are being
fought. Three major private players- Bharati, Airtel, Reliance and Vodafone- with a formidable
54% share of the market between them, lead a large field of mobile operators. State- owned
enterprise – BSNL and MTNL – have also been making their presence with a combined market
share of 12%.

According to Craig Wigginton vice chairman and U.S. Telecommunications leader, Deloitte &
Touche LLP, the big challenge for the telecom industry in 2016- which also presents a major
growth opportunity for the sector – is that consumers are getting addicted to connectivity and high
speed.

The ongoing expansion of the mobile ecosystem coupled with demand for high- bandwidth
applications and services such as video and gamming is keeping pressure on the industry to
increase the availability and quality of brandband connectivity.

The companies are reconfiguring to meet the growing demand for mobile services. It will
differentiate our mobile services from competitors through ongoing investment in technology,
distribution and customer services, providing both a great customer experience and competitive
value.

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[Source : businesswire.com]
LATEST DEVELOPMENTS:

The telecom industry in the form of the service providers and infrastructure vendors have always
been able to drive the way forward. Drive the networks, drive the standards, drive what subscribers
see and can do with the network. But that has been changing over the past 10 years - networks
today are data pipes, and the drivers of the industry today can arguably be seen as who you, as a
subscriber, interface with the most - that is, apps and devices. And the industry as I described it
above has been trying desperately to hang onto the wheel to continue to drive the way forward, so
the likes of WhatsApp, Facebook, and Apple don’t take the driver’s seat for the foreseeable future.
But it’s inevitable to happen, and in 2018 we’ll see more of that, especially due to 5G, NFV, and
IoT. With that in mind, I foresee the following happening in 2018.

#5G

While 5G is all the current rage in the industry, and will actualize at some point in time, we’ll
continue to see WiFi make inroads. According to the Cisco VNI, in 2016, 60% of mobile traffic
was offloaded to WiFi with expectations to grow to 63% by 2021. WiFi hotspots are also expected
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to grow 6x to 541 million by 2021. Furthermore, according to the Cisco VNI, WiFi offload is
higher on 4G networks (some have theorized it would be lower since 4G offers better speeds so
people wouldn’t bother to offload) because of the data CAPS imposed by the service providers.
Due to the costs of implementing IMS/LTE and the relative dearth of service provider CAPEX
these days, we’ve seen a lag on VoLTE pickup and we may never ever get to the VoLTE
projections. It’s just too expensive for everyone to implement. Embracing WiFi and VoWiFi just
makes sense. And when this happens, and continues to happen, then we get out of the realm of
GSMA and that driver’s seat starts to look farther away.

# NFV

We’ve also been hearing for some time that the nirvana for the service providers will be NFV and
software based infrastructure. Well, NFV and software based infrastructure are the not the same
thing. “True NFV” means adhering to the standards (such as from ETSI) so that the
telecommunications infrastructure software is in a standards-based framework, able to work with
other software (even other company’s infrastructure VNFs) via NFV orchestration software, or
running the infrastructure as a service in some public cloud. This takes massive effort. While many
Tier 1 service providers like the concept of “True NFV”, true NFV also comes with some historic
telecom baggage. That is, there are standards and specs to conform to as discussed above, and
procurement processes via RFPs with pages and pages and pages of questions. All time-tested and
historically useful to the service provider, but questions get raised and more standards come to the
fore. The end result is delay in the process.

While this is going on, there are other service providers that just want infrastructure as a service.
Give me an SBC that runs on some public cloud. Give me a media server that runs on some public
cloud. Give me value-added services that run on some public cloud. They want the infrastructure
to be able to scale up (and down), they want to move CAPEX to OPEX, and they want lower
overall costs. In other words, they want the same benefits, the same end game, as
“True NFV”, but obtain this from running an infrastructure Virtual Machine in a cloud such as
Amazon EC2.

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This is easier to do. It’s virtual machines, managed by the service provider. The NFV crowd will
bring up legitimate issues such as that there is no structure to orchestrate different software
together, the VM may not be optimized to run on the specific hardware underneath, clouds
potentially are optimized for larger (i.e. video) packets as opposed to smaller voice packets and
the voice packets may have to travel too far (both impacting quality), and clouds would lack geo
redundancy.

All good issues, but if you go back to the benefits, it’s worth the move especially if you don’t need
a gigantic all-encompassing network. I think we’re going to see more of this in 2018 because only
the biggest and richest Tier 1 service providers can afford “True NFV”. And more service
providers who don’t embrace True NFV, the less the industry can stay in that proverbial driver’s
seat.

# IOT

Finally, let’s address IoT. IDC estimates that over 29 billion devices will be connected to the
internet by 2020. Cisco estimates over 50 billion devices. And these connected devices will drive
new industries and revenue streams to the tune of over $1.7 trillion dollars by 2020. This is clearly
a force we all need to understand, especially those of us in the communications industry, because
communications as we know it will change.

Prior to IoT, communications typically meant voice/video/messaging from person-to-person, or in

small instances, person-to-machine. With IoT, voice/video/messaging communications will
become part of a larger application where real-time communications becomes a necessary feature,
not the focal point of the application. Many IoT interactions will also be M2M that require human
interaction in a relatively short period of time (but not really real-time) such as sensor indicating
low tire pressure which shows up on our car console (one most of us probably have seen in our car
way too many times), a smart city or smart home water sensor measuring lower water pressure and
thus a possible leak somewhere, or even a beer keg sensor measuring low beer and thus the need
for delivery of another keg.

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But there will be some M2M/IoT use cases involving real-time communications and real-time
person activity. One that we all might have experienced is using your credit card outside of normal
patterns. For instance, if you travel and use your card in a state you never have travelled to, you
might have gotten your spend declined at the register, only to get a text message asking you to hit
a number to approve the spend. This all was generated in the background by M2M interactions.

Now expand that out to IoT. Your connected car has a speaker because it might talk directions to
you. It also has all kinds of sensors to detect when to brake, how your car is performing, etc. If
your car stops suddenly and no brakes were applied, it might mean you got into a crash. If you
have the right app, you might find your car talking to you through your vehicle assistance company
to see if you are okay. Or an emergency services drone might be hovering above talking to you.
All the wearables you have on will also be measuring and probing your health. Something might
indicate to the right application that you have a problem. And if you did, you might also hear
someone talking to you asking if you need assistance. Video would also be involved as well.

There are cameras seemingly everywhere. If a sensor picked up some anomaly, such as low water
pressure, or high isolated temperature, someone could look at a camera first to see if there is an
actual issue. This would all save time and expenses. These are simply examples I can think of for
the marriage of IoT and voice communications, but I’m sure there are literally thousands if not
hundreds of thousands more use cases involving voice and video.

In 2018 we’ll see these applications take more center stage. My point is that the “communications
industry” can and will play in the IoT market with the marriage of real time communications and
IoT. It will just be different than what built all our companies today. Wow, real time
communications as part of a larger application, not THE reason for the application. Talk about not
being in the driver’s seat!

The communications industry is in constant change. 2018 will be no different. Those that can
embrace the change, and figure out how to navigate the change, will continue to thrive.

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[Source : thefastmode.com/services]

COMPANY PROFILE- RELIANCE JIO INFOCOMM Ltd.

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Reliance Jio Infocomm Limited, or Jio, is LTE mobile network operator in India. It is a wholly
owned subsidiary of Reliance Industries headquartered in Navi Mumbai, Maharashtra that
provides wireless 4G LTE service network (without 2G/3G based services) and is the only VoLTE-
only' (Voice over LTE) operator in the country which lacks legacy network support of 2G and 3G
with coverage across all 22 telecom circles in India.
The services were first beta-launched to Jio's partners and employees on 27 December 2015 on the
eve of 83rd birth anniversary of late Dhirubhai Ambani founder of Reliance Industries, and later
services were commercially launched on 5 September 2016.

PRODUCTS and SERVICES

4G Broadband

The company launched its 4G broadband services throughout India on September 2016. It was
slated to release in December 2015 after some reports said that the company was waiting to receive
final permits from the government. Jio offers fourth-generation (4G) data and voice services, along
with peripheral services like instant messaging and streaming movies and music.

LYF Smartphones

In June 2015, Jio entered into an agreement with domestic handset maker Intex to supply 4G
handsets capable of voice over LTE (VoLTE). However, in October 2015, Jio announced that it
would be launching its own mobile handset brand named LYF.

On 25 January 2016, the company launched its LYF smartphone series starting with Water 1,
through its chain of electronic retail outlets, Reliance Retail. Three more handset models have been
released so far, namely Water 2, Earth 1, and Flame 1.

Jionet Wi-Fi
Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free WiFi
hotspot services in cities throughout India including Surat, Ahmedabad in Gujarat, and

23
Vishakapatnam in Andhra Pradesh select locations of Mumbai in Maharashtra, Kolkata in among
others.

In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket stadiums
hosting the 2016 ICC World Twenty20 matches.

Jio apps
In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its upcoming
4G services. While the apps are available to download for everyone, a user will require a Jio SIM
CARD to use them. Additionally, most of the apps are in beta phase.

Following is a list of the apps :-

• MyJio - Manage Jio Account and Digital Services associated with it

• JioTV - A live TV channel service
• JioCinema - An online HD video library
• JioChat Messenger - An instant messaging app

Jio also known as Reliance Jio and officially as Reliance Jio Infocomm Limited (RJIL), is an
upcoming provider of mobile telephony, broadband services, and digital services in India. Reliance
Jio Infocomm Limited (RJIL), is a subsidiary of Reliance Industries Limited (RIL),
India’s largest private sector company, is the first telecom operator to hold pan India Unified
License. Formerly known as Infotel BroadBand Services Limited (IBSL), Jio will provide 4G
services on a pan-India level using LTE technology. The telecom leg of Reliance Industries
Limited, it was incorporated in 2007 and is based in Mumbai India. It is headquartered in Navi
Mumbai.

RJIL is setting up a pan India telecom network to provide to the highly underserviced India market,
reliable high speed internet connectivity, rich communication services and various digital services
on pan India basis in key domains such as education, healthcare, security, financial services,
government citizen interfaces and entertainment. RJIL aims to provide anytime, anywhere access

24
to innovative and empowering digital content, applications and services, thereby propelling India
into global leadership in digital economy.

RJIL is also deploying an enhanced packet core network to create futuristic capacity infrastructure
to handle huge demand for data and voice. In addition to high speed data, the 4G network will
provide voice services from/ to non- RJIL network.

Reliance Jio is part of the “Bay of Bengal Gateway” Cable System, planned to provide connectivity
between South East Asia and the Middle East, and also to Europe, Africa and to the Far Asia
through interconnections with other existing and newly built cable systems landing in India, the
Middle East and Far East Asia.
RJIL’s subsidiary has been awarded with a Facility Based Operator License (“FBO License”) in
Singapore which will allow it to buy, operate and sell undersea and/or terrestrial fibre connectivity,
setup is internet point of presence, offer internet transit and peering services as well as data and
voice roaming services in Singapore.

R-Jio is also in the process of installing hundreds of monopoles, unlike the regular rooftop-
mounted telecom towers typically used by telecos, said the company executive quoted above.
Monopoles, or ground-based masts (GBMs), are expected to double up as street lights and
surveillance systems, and provide real-time monitoring of traffic and advertising opportunities.

The company which plans to be rolled out commercial telecom service operations from January
is currently in the testing phase for most of its offerings including 4G services, host of mobile
phone applications and delivery of television content over its fibre optic network.

R-Jio, meanwhile, faces its share of challenges in terms of return on investment and capturing
market share. The company, according to industry analysts, is expected to spend $8-9 billion for
the 4G roll-out. The company will battle for subscribers with leading telecos such as Bharati Airtel
Ltd, Vodafone India Pvt and Idea Cellular Ltd.

Reliance Industries Chairman Mukesh Ambani commitment an investment of Rs. 2,50,000 crores
on ‘Digital India pillars,’ Ambani said , adding : “I estimate Reliance’s ‘Digital India’ investments

25
will create employment for over 5,00,000 people. “Ambani said the launch of Digital India
initiative was a momentous occasion in an information age where digitization was changing the
way one lives, learns, works and plays. It can transform the lives of 1.2 billion
Indians using the power of digital technology. And as well as “so 80% of 1.3 billion Indians will
have high- speed, mobile internet. And by 2017, company would cover 90%. And by 2018, all of
India would be covered by this digital infrastructure.”

HISTORY

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services Limited
(IBSL) for Rs 4,800cr. Although unlisted, IBBL was the only firm to win broadband spectrum in
all 22 zones in India in the 4G auction that took place earlier that year. Later continuing as RIL's
telecom subsidiary, Infotel Broadband Services Limited was renamed as Reliance Jio Infocomm
Limited (RJIL) in January 2013. A key agreement for international data connectivity with Bharti
to utilise dedicated fibre pair of Bharti’s is submarine cable that connects India and Singapore.
(April 2013).

Agreement with Bharti Airtel for a comprehensive telecom infrastructure sharing agreement to
share infrastructure created by both parties to avoid duplication of infrastructure wherever
possible. (December 2013) An agreement with Viom Networks for their 42,000 telecom towers.
(March 2014) An agreement with ATC India for their 11,000 towers across India. (April 2014).
An agreement with Tower Vision for their 8,400 towers across India. An agreement with Ascend
Telecom for their more than 4,500 towers across India.

Agreements:

Once commercially launched, Jio users can have access to Reliance Communications’ 2G.At
present in different cities of India Reliance Jio offers Wi-Fi services. Most of these cities are in
Gujarat, where Reliance Industries also have one of the largest petro- refineries. Reliance Jio will
deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately paved to roll out of LTE-A network

26
aggregation of both technology and both spectrum band. Reliance Jio is deploying LTE-TDD
technology for 2.3 GHz spectrum band, acquired in 2010. Reliance Jio Infocomm is currently
laying OFC across the country to offer Fibre to the home/premises (FTTH). This fibre backbone
will also help them to carry huge amount of data originated from their 4G network as well as public
Wi-Fi network. Technology: & 3G network.

OPERATIONS

In June 2015, Jio announced that it will start its operations all over the country by the end of year.
However, four months later in October 2015, the company's spokesmen sent out a press release
stating that the launch was postponed to the first quarter of the financial year 2016-2017. Later in
July, a PIL filed in the Supreme Court by an NGO called the Centre for Public Interest
Litigation, through Prashant Bhushan, challenged the grant of pan-India licence to Jio by the
Government of India. The PIL also alleged that Jio was allowed to provide voice telephony along
with its 4G data service, by paying an additional fees of just 165.8 crore (US$25 million) which
was arbitrary and unreasonable, and contributed to a loss of 2,284.2 crore (US$340 million) to the
exchequer.

The Indian Department of Telecom (DoT), however, refuted all of CAG's claims. In its statement,
DoT explained that the rules for 3G and BWA spectrum didn't restrict BWA winners from
providing voice telephony. As a result, the PIL was revoked, and the accusations were dismissed.
Beta Launch The 4G services were launched internally to Jio's partners, its staff and their families
on 27 December 2015. Bollywood actor Shah Rukh Khan, who is also the brand ambassador of
Jio, kick started the launch event which took place in Reliance Corporate Park in Navi Mumbai,
along with celebrities like musician A R Rahman, actors Ranbir Kapoor and Javed Jaffrey, and
filmmaker Rajkumar Hirani.

27
[Source : telecomtalk.info]

PRODUCT & SERVICES RELIANCE JIO 4G BROADBAND

The company has launched its 4G broadband services throughout India in the first quarter of 2016
financial year .It was slated to release in December 2015 after some reports said that the company
was waiting to receive final permits from the government .Mukesh Ambani, owner of Reliance

28
Industries Limited (RIL) whose Reliance Jio is the telecom subsidiary, had unveiled details of Jio's
fourth-generation (4G) services on 12 June 2015 at RIL's 41st annual general meeting. It will offer
data and voice services with peripheral services like instant messaging, live TV, movies on
demand, news, streaming music, and a digital payments platform.

The company has a network of more than 250,000 km of fibre optic cables in the country, over
which it will be partnering with local cable operators to get broader connectivity for its broadband
services. With its multi-service operator (MSO) licence, Jio will also serve as a TV channel
distributor and will offer television-on-demand on its network. Pan-India Spectrum Jio owns
spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of the total 22 circles
in the country, and also owns pan-India licensed 2,300 MHz spectrum. The spectrum is valid till
2035.Ahead of its digital services launch, Mukesh Ambani-led Reliance Jio entered into a
spectrum sharing deal with younger brother Anil Ambani-backed Reliance Communications. The
sharing deal is for 800 MHz band across seven circles other than the 10 circles for which Jio
already owns.

Reliance Jio’s vision for India is that broadband and digital services will no longer be a luxury
item ,Rather convert it into a basic necessity that can be consumed in abundance by consumers and
small businesses .The initiatives are truly aligned with the Government of India's ‘Digital
India’ vision for our nation. • Digital Healthcare • Affordable Devices • Jio Drive • Digital
Education • Digital Currency • Digital Entertainment and social connectivity

LYF SMARTPHONES

29
[Source : bgr.in]

In June 2015, Jio tied up with domestic handset maker Intex to supply 4G handsets enabled with

voice over LTE (VoLTE) feature. Through this, it plans to offer 4G voice calling besides rolling

out high-speed Internet services using a fibre network, in addition to the 4G wireless network.[

However, in October 2015, Jio announced that it would be launching its own mobile handset brand

named LYF. On 25 January 2016, the company launched its LYF smartphone series starting with

Water 1, through its chain of electronic retail outlets, Reliance Retail. Three more handset models

have been released so far, namely Water series, Earth series, and Flame series.

30
FLAME 1

[Source : gadgets.ndtv.com]
Technical Specifications

MODEL : FLAME 1

CHIPSET : Qualcomm® Snapdragon 210 MSM8909

GENERAL FEATURES : Operating System: Android Lollipop 5.1 SIM Slot: Dual

SIM (4G+2G), Processor: Quad-Core 1.1 GHz Screen

Size:4.5 Inch.

PERFORMANCE : Graphics (GPU): Adreno 304 @ 409MHz RAM: 1GB,

Screen Resolution: FWVGA 480 x 854 pixel

BATTERY : Capacity: 2000 mAh, Lithium-ion Talktime: Up to 8 Hours

(4G)

STORAGE CAPACITY : Internal Memory: 8 GB Expandable Memory: Up to 32 GB

CAMERA : Rear Camera : 5MP Auto Focus Front Camera : 5MP Fixed

Focus, Flash : Rear LED Flash

CONNECTIVITY : 3G: Yes 4G: Yes, LTE CAT4 True 4G (LTE Support):

VoLTE (Video & HD Voice Call)

31
WIND 1

[Source : mylyf.com]
Technical specifications

MODEL : LYF WIND 1

CHIPSET : Qualcomm Snapdragon TM 410 MSM8916

GENERAL FEATURES : Operating System: Android 5.1 Lollipop SIM Slot: Dual
SIM (4G+2G) Processor (CPU): Quad-core 1.2 GHz

PERFORMANCE : Chipset: Qualcomm Snapdragon TM 410 MSM8916

Graphics (GPU): Adreno 306 @ 450 MHz RAM: 1 GB,
Screen Size 5 Inch, Screen Resolution: HD, 720x1280 pixel
BATTERY : Capacity: 2300 mAh, Lithium - Ion Polymer Talktime: Up
to 6 hours (4G)

STORAGE CAPACITY : Internal Memory: 8 GB, 16 GB Expandable: Up to 64 GB

CAMERA Rear Camera: 8 MP Auto Focus Front Camera: 5 MP,
Flash: Rear LED Flash

CONNECTIVITY : 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support):
VoLTE (Video & HD Voice Call)

32
WIND 5

[Source : onlymobiles.com]
Technical specifications

MODEL : WIND 5

CHIPSET : MTK 6735P

GENERAL FEATURES : Operating System: Android Lollypop 5.1 SIM Slot:

Dual SIM (4G+2G), Processor (CPU): Quad-core
1.0GHz

PERFORMANCE : Chipset: MTK 6735P Graphics (GPU): ARM

(MaliT720-Mp1)@600 MHz RAM: 1GB
BATTERY Capacity: 2000 mAh, Lithium ion Talktime : Up to
6.5 hours (4G)

STORAGE CAPACITY : Internal memory: 8 GB Expandable Memory: Up to

32 Gb

CAMERA : Rear Camera: 8 MP Auto Focus Front Camera:

5MP, Flash: Rear Flash

CONNECTIVITY : 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE

Support): VoLTE (HD Voice Call& video call)

33
WATER 1

[Source : mylyf.com]

Technical specifications
MODEL : WATER 1

CHIPSET : Qualcomm Snap dragon TM 615 MSM8939

GENERAL : Operating System: Android Lollipop 5.1.1
FEATURES : SIM Slot: Dual SIM (4+2G) , Processor (CPU):
Octa -Core 1.5 GHz

PERFORMANCE : Chipset: Qualcomm® Snap dragon TM 615

MSM8939 Graphics (GPU): Adreno 405 @ 550
MHz RAM: 2GB,Screen resolution : Full HD,
1080x 1920 pixels

BATTERY : Capacity: 2600 mAH, Lithium-ion polymer

Talktime: Up to 10 hours (4G)

STORAGE CAPACITY : Internal Memory: 16 GB Expandable Memory: Up

to 32 GB

CAMERA : Rear Camera : 13 MP Auto Focus Front Camera :

5MP Fixed Focus Flash: Yes - Both Front and Rear
CONNECTIVITY 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE
Support): VoLTE (Video & HD Voice Call)

34
WATER 2

[Source : gadgets.ndtv.com]
Technical specifications

MODEL : WATER 2

CHIPSET : Qualcomm Snapdragon 615 MSM8939

GENERAL FEATURES : Operating System: Android Lollipop 5.0.2 SIM

Slot: SIM 1(4G), SIM 2(2G, Voice calls) Screen
size: 5 Inch, Screen Resolution: HD, 1280 x 720
pixels

PERFORMANCE : Chipset: Qualcomm® Snapdragon TM 615

MSM8939 Graphics (GPU): Adreno 405 @ 550

MHz RAM: 2GB, Processor (CPU): Octa-Core
1.5GHz

BATTERY : Capacity: 2400 mAh, Lithium-ion polymer

Talktime: Up to 8 hours (4G)

STORAGE CAPACITY : Internal memory: 16 GB Expandable memory: 32

GB CAMERA Rear Camera: 13 MP Auto Focus
Front Camera: 5MP Fixed Focus, Flash: Yes - Rear
Camera

CONNECTIVITY : 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE

Support): VoLTE (Video & HD Voice Call)

35
Jio Money Wallet
An online payments/wallet app

. Jio Drive - Cloud-based backup too

• JioSecurity - Security app

• Jio XpressNews - A news and magazine aggregator

• Jio Mags - E-reader for magazines

• JioJoin - A VoLTE phone simulator

• JioBeats - A music player

• JioChat Messenger - An instant messaging app

• JioOnDemand - An online HD video library

• JioPlay - A live TV channel service

• MyJio - Manage Jio Account and Digital Services associated with it

40 Jionet WiFi

Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free Wi-
Fi hotspot services in cities throughout India including Ahmedabad and Surat in Gujarat, Indore,
Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai in Maharashtra,
Kolkata in West Bengal, Lucknow in Uttar Pradesh, Bhubaneswar in Odisha, Mussoorie in
Uttarakhand, Collectorate's Office in Meerut, and at MG Road in Vijayawada among others .title
Reliance Jio rolls out Wi-Fi service at IP sigra Mall in Varanasi among others. In March 2016, Jio
started providing free Wi-Fi internet to spectators at six cricket stadiums hosting the 2016 ICC
World Twenty20 matches. Jionet was made available in Wankhede Stadium (Mumbai), Punjab
Cricket Association IS Bindra Stadium (Mohali), Himachal Pradesh Cricket Association Stadium
(Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah Kotla (Delhi), and
Eden Gardens (Kolkata) in India. Jio apps In May 2016, Jio launched a bundle of multimedia apps
on Google Play as part of its upcoming 4G services. While the apps are available to download for

36
everyone, a user will require a Jio SIM card to use them. Additionally, most of the apps are in beta
phase.

Available in Reliance store and Digital mini express store. Registration in E-mail is compulsory
Life time Roaming Free (All India) 3 Months Free Unlimited SMS 3 Months Free Unlimited
Calling (At any network) 3 Months Free Unlimited 4G Internet (Connected with 31 Devices)
Years Warranty (LYF handsets only) Branding and Marketing On December 24, 2015, Bollywood
actor Shah Rukh Khan was appointed as Jio's brand ambassador. Life time Roaming Free (All
over India) 3 Months Free Unlimited SMS 3 Months Free Unlimited Calling (At any network) 3
Months Free Unlimited 4G Internet in LYF smartphones and others all 4G smarthphones
(Samsung,Micromax,Karbon,Lava,HTC,Gioni etc.) JIO PREVIEW OFFER (JPO)

Reliance communications owns and operates the world’s largest next generation IP enabled
connectivity infrastructure which compromises 280,000 kilometres of fibre optic cable systems in
India, USA, Europe, Middle East and the Asia Pacific region. Reliance Group ranks among India’s
top private sector business houses in terms of net worth. The company has a good customer base
and covers over 21,000 cities and towns and over 400,000 villages in India. Reliance Jio is in the
process to set-up the 4G LTE infrastructure. RJIL is setting up reliable high speed internet
connectivity, rich communication services and various digital services on pan India basis in key
domains such as education, healthcare, security, financial services, government citizen interfaces
and entertainment.

RELIANCE JIO’S VISION

Reliance vision for India is that broadband and digital services will no longer be a luxury item,
rather convert it into basic necessity that can be consumed in abundance by consumers and small
businesses. The initiatives are truly aligned with the government of India’s ‘Digital India’ vision
for our nation.
• Digital Healthcare
• Affordable Devices

37
 • Jio Drive
• Digital Education
• Digital Currency

• Digital Entertainment and social connectivity.

OPPORTUNITY FOR DEVELOPMENT

• Struggled to delivery of quality.

• Airtel 4g is the only major competition that Reliance Jio faces.
• 4G adoption is likely to get another boost from the low-cost/budget smartphones
supporting the network.
• Operators need to brace up to deliver hassle - free services to customers.
• Being the second largest mobile market in the world, Reliance Jio needs to keep this is
mind that they need to cater to a mass audience not only with a good network but also LTE
enabled handset options and various apps.
• Reliance Jio can likely have a triple approach voice (calls), TV and BroadBand Data
focusing on full wallet share of subscribers.

LATEST TRENDS OF RELIANCE JIO:

India’s newest telecom player Reliance Jio Infocomm Ltd ranks 17th in American business
magazine Fast Company’s annual ranking of the world’s “50 Most Innovative Companies” for
2018, a statement from the operator said on Tuesday. US-based Apple has secured the top rank
in the list.
Jio, which entered the telecom sector in September 2016 and took the sector by storm with free
offerings and rock-bottom tariffs, also fetched the top rank in “Most Innovative Companies in
India”, the statement said.

With this, the company joins the list of other leading global companies such as Netflix, Tencent,
Amazon, The Washington Post, Marvel Studios, SpaceX, Spotify and Walmart.

38
The list was curated from Fast Company’s Top 10 lists, which monitors companies across 36
categories.

The Mukesh Ambani-backed company, which, unlike its rivals, offers only 4G services, is
already seeing returns from its aggressive pricing strategy with the latest data made available by
the telecom regulator showing that its market share has doubled to 13.71% by December 2017,
from 6.40% a year ago.

Its rivals in India, however, still have more market share. Airtel had 24.85% of subscriber market
share, Vodafone had 18.2% and Idea had 16.83% as of 31 December 2017.

But Jio has still managed to dent margins of other operators. While Idea Cellular Ltd’s loss for the
December quarter more than tripled to Rs1,285.6 crore as the nation’s telecom regulator halved
interconnection usage charges (IUC) and a tariff war sparked by Reliance Jio showed no signs of
abating, Bharti Airtel too reported a 39% fall in December quarter profit to Rs306 crore.

Reliance Jio, on the other hand, benefited from the IUC cut as more calls originate from its network
than terminate, and reported a profit of Rs504 crore in the December quarter, a first for the
company, from a loss of Rs271 crore in the preceding quarter.
To boost innovation, its parent company Reliance Industries Ltd has also partnered with The World
Economic Forum to set up a new centre for the “fourth industrial revolution” in Mumbai, to create
opportunities in areas such as artificial intelligence, machine learning, internet of things (IoT) and
blockchain technology.

The new centre aims to allow policymakers in India to look at new forms of governance and new
technology applications, and connect with cutting-edge technology innovators globally, the
company said in a statement last month.

39
[Source : thetechpert.com]

The Marketing philosophy of business assumes that an organization can best service, prosper and
profit by identifying and satisfying the needs of its customer. This however is a recent thinking.
Various definitions of Marketing have been given from different perspectives, exchange and utility
being the two important ones.

The Marketing Concept, a philosophy of early 1950s gave marketing a much more important role
in business. To apply this concept, an organization must meet three basic needs. First, it must
believe in the Customer’s importance. Most of the companies give lip service to this idea; no
manager wants to be caught saying that customers are not important.

Second, marketing efforts must be integrated. Specific and measurable goals should be set; all
marketing activities should be coordinated. If various departments follow their own private
agendas in conducting marketing activities, the organization may lose sight of customer’s needs.

40
Finally, management must accept the assumption that profit goals will be reached through satisfied
customers. Clearly, the path to profit is not a simple one; all business firms compete within a
complex environment that demands astute management of organizational resources and efforts

Marketing plays an important role in establishing relationships between customers and the
organizations offering to the market. It gives us the confidence to want to try a new product in the
market as opposed to situations where the products enter the market without publicity. This makes
the marketing function critical in every organization irrespective of whether the organization is a
profit or non-profit centered. Marketing shapes the image of the organization, how people associate
the organizations products or services and indeed give people the confidence about their products
or services. When it come to the profit led organizations, marketing is responsible for the increase
in revenue and by extension increase in the organizations profitability. In addition, the function
also helps growing of the customer/clientele base for the organization. This is especially so when
the organization is dealing with more of corporate customers, and where decisions involve more
than one party.

FUNCTIONS OF MARKETING:

The delivery of goods and services from producers to their ultimate consumers or users includes
many different activities, these different activities are known as marketing functions, Different
scholars have described different functions of marketing. Some of the eminent scholars have
described the functions of marketing as under: G.B. Giles described seven functions of marketing:

1. Marketing research

2. Marketing planning

3. Product development

4. Advertisement and sales promotion

5. Selling and distribution

41
6. After sale services and

7. Public relations.

IMPORTANCE OF MARKETING:

Marketing has acquired an important place for the economic development of the whole country. It
has also become a necessity for attaining the object of social welfare. As a result of it, marketing
is considered to be the Most important activity in a business enterprise while at the early stage of
development it was considered to be the last activity. For convenience, the importance of
marketing may be explained as under:

IMPORTANCE OF MARKETING TO THE SOCIETY:

1. Delivery of standard of living to the society: Main liability of marketing is to produce

goods and services for the society according to their needs and tastes at reasonable price. Marketing
discovers needs and wants of the society, produces the goods and services according to these ends,
creates demand for these goods and services, encourages customers to use them, and thus,
improves the standard of living of the society.

2. Decrease in distribution cost: Second important liability of marketing is to control the

cost of distribution. Decrease in cost of distribution directly affects the prices because the cost of
distribution constitutes to be an important part of the total cost of distribution.

3. Increasing employment opportunities: Employment opportunities are directly affected by

the development of marketing. Successful operation of marketing activities requires the services
of different enterprises and organization such as wholesalers, retailers, transportation, storage,
finance, insurance and advertising. These services provide employment to a large number of
persons. Protection against business slump: Business slump causes unemployment, slackness I the

42
 success of business and great loss to the economy. Marketing helps in protecting society against
all these problems.

DEFINITIONS:

“Marketing is a management process whereby the resources of the whole organization are utilized
to satisfy the needs of selected customer groups in order to achieve the objectives of both parties.
Marketing them is first and foremost attitude of mind there than the services of functional
activities.”

Management guru, Peter F.Drucker emphasized the importance of marketing in his classic book,
The Practice of Management as: ‘If we want to know what a business is, we have start with its
purpose. And its purpose must lie outside the business itself. In fact, it must lie in society since a
business enterprise is an organ of society.

There is one valid definition of business purpose: to create a customer’ A marketing expert named
E.Jerome McCarthy created the Marketing 4Ps in the 1960s. This classification has been used
throughout the world. Business schools teach this concept in basic marketing classes.

INTRODUCTION

The biggest management challenge in the new millennium of liberalization and globalization for a
business is to serve and maintain good relationship with the king – the customer. In the past
producers took their customers for granted, because at that time the customers were not demanding
nor had alternative source of supply or suppliers. But today there is a radical transformation. The
changing business environment is characterized by economic liberalization, increasing
competition, high consumer choice, demanding customer, more emphasis on quality and value of
purchase etc. All these changes have made today’s producer shift from traditional marketing to
modern marketing. Modern marketing calls for more than developing a product, pricing it,
promoting it and making it accessible to target customer. It demands building trust, a binding force

43
and value added relationship with the customers. The process of developing a cooperative and
collaborative relationship between the buyer and seller is called customer relationship management
shortly called CRM. According to Ashoka Dutt head of Citi Bank “the idea of CRM is to know
the individual customer intimately, so that the company has a customized product ready for him
even before he asks for it.

AIMS OF CRM

The CRM is a new technique in marketing where the marketer tries to develop long term
relationship with the customers to develop them as lifetime customers. CRM aims to make the
customer climb up the ladder of loyalty. The company first tries to determine who are likely
prospects i.e. the people who have a strong potential interest in the product and ability to pay for
it. The company hopes to convert many of its qualified prospect into first time customers and then
to convert those first time customers into repeat customers. Then the company tries to convert
these repeat customers into clients – they are those people who buy only from the company in the
relevant product categories. The next challenge for the company is to convert these clients into
advocates. Advocates are those clients who praise the company and encourage others to buy from
it. The ultimate challenge is to convert these advocates into partners where the customers and the
clients work actively together to discover ways of getting mutual benefit .Thus in CRM the key
performance figure is not just current market share but share of life time value by converting
customers into partners. In CRM the company tries to identify that small percentage (20%) of key
account holders who’s contribution to the company revenues is high (80%).So from this point of
view, CRM is also known as KEY ACCOUNTMANAGEMENT.

Customer Relationship Management marketing can be defined as “ an integrated effort to identify,

maintain and build up a network with the individual customers and to continuously strengthen the
network for the mutual benefit of both parties, through interactive, individualized and value added
contracts over a long period of time. In the words of Lekha “ CRM aims at delivering better
products and value to the customers through better understanding of his needs.”

44
CONCEPTUALIZATION

A firm in textile industry has to maintain good relations with its customers. They have to retain the
customers for a long time to avail the benefit of their relations. The customer relationship
management is one of the effective tool to identify, establish and maintain relationship with the
customers.

HISTORY OF CRM

Customer Relationship Management (CRM) is one of thosemagnificent concepts that swept the
business world in the 1990’s with the promise of forever changing the way businesses small and
large interacted with their customer bases. In the short term, however, it proved to be an unwieldy
process that was better in theory than in practice for a variety of reasons. First among these was
that it was simply so difficult and expensive to track and keep the high volume of records needed
accurately and constantly update them. In the last several years, however newer software systems
and advanced tracking features have vastly improved CRM capabilities and the real promise of
CRM is becoming a reality. As the price of newer, more customizable Internet solutions have hit
the marketplace; competition has driven the prices down so that even relatively small businesses
are reaping the benefits of some custom CRM programs
.In the beginning…The 1980’s saw the emergence of database marketing, which was simply a
catch phrase to define the practice of setting up customer service groups to speak individually to
all of a company’s customers. In the case of larger, key clients it was a valuable tool for keeping
the lines of communication open and tailoring service to the clients needs. In the case of smaller
clients, however, it tended to provide repetitive, survey-like information that cluttered databases
and didn’t provide much insight.

As companies began tracking database information, they realized that the bare bones were all that
was needed in most cases: what they buy regularly, what they spend, what they do. In the 1990’s
45
companies began Customer Relationship Management by making it more of a twoway street.
Instead of simply gathering data for their own use, they began giving back to their customers not
only in terms of the obvious goal of improved customer service, but in incentives, gifts and other
perks for customer loyalty. This was the beginning of the now familiar frequent flyer programs,
bonus points on credit cards and a host of other resources that are based on CRM tracking 3333
customer activity and spending patterns. CRM was now being used as a way to increase sales
passively as well as through active improvement of customer service.

Real Customer Relationship Management as its thought of today really began in earnest in the
early years of this century. As software companies began releasing newer, more advanced solutions
that were customizable across industries, it became feasible to really use the information in a
dynamic way. Instead of feeding information into a static database for future reference, CRM
became a way to continuously update understanding of customer needs and behaviour. Branching
of information, sub-folders, and custom tailored features enabled companies to break down
information into smaller subsets so that they could evaluate not only concrete statistics, but
information on the motivation and reactions of customers. The Internet provided a huge boon to
the development of these huge databases by information storage, where before companies had
difficulty supporting the enormous amounts of information. The Int ernetprovided new
possibilities and CRM took off as providers began moving toward Internet solutions.. CRM
enabled the development of new strategies for more cooperative work between t hese
differentdivisions through shared information and understanding, leading to increased customer
satisfaction from order to end product. Today, CRM is still utilized most frequently by companies
that rely heavily on two distinct features: customer service or technology. The three sectors of
business that rely most heavily on CRM – and use it to great advantage -- are financial services, a
variety of high tech corporations and the telecommunications industry. They also track changes in
investment habits and spending patterns as the economy shifts. Software specific to theindustry
can give financial service providers truly impressive feedback in these areas. In recent years
however, several factors have contributed to the rapid development and evolution of CRM.

Advances In Information Technology

46
Networking and manufacturing technology have helped companies to quickly matchcompetition.
As a result product quality and cost are no longer significant competitive advantages

The Growth In Service Economy.

Since services are typically produced and delivered at the same institution, it minimizes the role of
the middlemen.. Another force driving the adoption of CRM has been the total quality movement
when companies embraced TQM it became necessary to involve customers and suppliers in
implementing the program at all levels of the value chain. Other programs such as JIT and MRP
also made use of interdependent relationships between suppliers and customers.

Customer expectations are changing almost on a daily basis. Newly empowered customers, who
choose, how to communicate with the companies’ various available channels. The speed of
business change, requiring flexibility and rapid adoption to technologies.. In the current era of
hyper competition, marketers are forced to be more concerned with customer retention and
customer loyalty.

DEFINITION:-
“CRM is concerned with creating improved shareholder value through the use of customer centric
business processes and the development of appropriate relationships with consumers.”

47
[Source : keyland.es]

Implementing CRM:

CRM requires an integration of a firm's resources; people, operations and marketing capabilities
to deliver added value to the customers. CRM should provide businesses and organizations with
a‘ single view’ of their customers and across irrespective of the interactive channel or medium
through which the customer accesses the service or product. For example, a business (e.g. hotel)
customer’s profile and personal references should be accessible to the business(or hotel)
irrespective of channel i.e. whether the customer books online, calls in or walks into any location
should not make a difference to the service provided based on the personal profile of the business
client. It is enabled through:
 Information

48
  Processes

 Technology

 Applications

A firm that wants to implement CRM must align it's businessprocesses cross-
functionally in the best possible way to allow increased customer focus with an aim to deliver
added value to the customer. To implement CRM, the following steps must be followed:

 Develop a CRM framework

 Align current business processes

 Design new cross-functional business processes (where required)

 Develop Functional Specifications (client-side services)

 Develop Technical Specifications

 Match Technical Specifications to available technology (Systems, software, etc)

 Product Configuration

 Data Migration and Integration

 Staff Training

 Customer Segmentation: For CRM to be effective, the organization’s customer base must
be stratified into segments based on commonalities amongst groups’ of individuals and

49
 customers. This also requires the organization to have strategies to target consolidated
customer segments.

 Reduced Cost of Service: a customer relationship strategy should reduce the cost of
service for both the organization and its customers and increase satisfaction levels.

 Service as a differentiator: The more competitive a market becomes the more a business
will need to rely on its superior product quality and quality of service to differentiate itself
from other businesses and providers.

 Tie-in’s over time: The greater the effort a customer spends on a relationship over time,
the greater the customer’s stake in helping to ensure that the relationship works and the
more convenient and loyal the customer becomes.

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51
[Source : cleverism.com] Objective of the study of CRM

CRM, in its broadest sense, means managing all interactions and business with customers. This
includes, but is not limited to, improving customer service. A good CRM program will allow a
business to acquire customers, service the customer, increase the value of the customer to the
company, retain good customers, and determine which customers can be retained or given a higher
level of service. A good CRM program can improve customer service by facilitating
communication in several ways:

 Provide product information, product use information, and technical assistance on web sites
that are accessible 24 hours aday, 7 days a week

 Identify how each individual customer defines quality, and then design a service strategy for
each customer based on theseindividual requirements and expectations.

 Provide a fast mechanism for managing and scheduling follow-up sales calls to assess
postpurchase cognitive dissonance,repurchase probabilities, repurchase times, and
repurchasefreq uencies.

 Provide a mechanism to track all points of contact between acustomer and the company, and
do it in an integrated way so that all sources and types of contact are included, and all users
of the system see the same view of the customer (reduces confusion).

 Help to identify potential problems quickly, before customeroccur

 Provide a userfriendly mechanism for registering customercomplaints (complaints that are no

t registered with thecompany cannot be resolved, and are a major source of customer
dissatisfaction).

 Provide a fast mechanism for handling problems andcomplaints (complaints that are resolved
quickly can increasecustomer satisfaction).

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 Provide a fast mechanism for correcting service deficiencies(correct the problem before other
customers experience thesame dissatisfaction).

 Use internet cookies to track customer interests and personalizeproduct offerings accordingly

 Use the Internet to engage in collaborative customization orreal-time customization

 Provide a fast mechanism for managing and schedulingmaintenance, repair, and ongoing
support (improve efficiency and effectiveness)

 Mechanism to evaluate Potential KOMs.

 To develop integrated Database.

 Assessing the need of Potential KOMs.

 Ways to meet those needs.

 Identify the softer elements.

 Devising a way to Retain and grow with those KOMs.

 Moving further ahead Satisfaction Delightment LOYALITY

 To develop Strategy and action plan on quarter & annual basis.

 To gain knowledge about consumer behaviour

 To know, how to maintain relationship with customer

 To know, the needs analysis of customer

 To understand, with the help of feedback form that why customers are not trading with Angel

53
 To know, the customer perception about company’s products &service

Pitfalls to avoid:

Lack of supportive business processes: Because business processes and organizational goals are
not part of a strategic CRM plan tied to organizational goals and objectives.

EIGHT WAYS TO KEEP CUSTOMERS FOR LIFE

1. Every part of the company’s marketing effort should be geared towards building lifetime
relationships.

2. People want to do business with friendly people. To have effective relations a friendly attitude
must permeate in the organization.

3. Information technology developments should be positively used to serve the customers.

4. The company should always be flexible to bend its rules and procedures in the client’s favour.

5. The company should communicate with its customers even when it is not trying to sell
something.

6. The company can communicate and develop stronger customer bonding by providing financial
and social benefits.

7. The company should try to know all its customers including their lifestyles, hobbies, likes and
dislikes etc.

8. The company should make it a point to deliver more than what is promised.
1. From which source you came to know about Reliance Jio?

S. No. OPTIONS No. Of Respondents % Of Respondents

a.. Newspaper 49 29%

54
 b. Advertisement 35 21%

c. Word of Mouth 58 34%

d. Hoardings 28 16%

TOTAL 170 100%

[SOURCE – Primary Data]

GRAPHICAL REPRESENTATION

Sources of awareness about Jio

Hoardings
Newspaper
16%
29%

Word of Mouth
Advertisement
34%
21%

INTERPRETATION
The above data shows that, nearly 34% of the customers were aware of Jio through Word of
Mouth, 29% of customers got awareness through Newspaper, 21% through Advertisement and
16% through Hoardings.
2. Since how long you are using Reliance JIO services?

S.No. OPTIONS No. Of respondents % of respondents

a Less than a year 82 48%

55
 b 2 – 3 months 35 21%

c 4 – 5 months 49 29%

d Non users 04 2%

TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION

Usage Duration of Jio services

4 - 5 months
non users
29%
2 - 3 months 2%
21%

less than a year

48%

INTERPRETATION
The above data depicts that, 48% use Jio services less than a year, 29% use 4-5 months, 21% use
the Jio services for 2-3 months and 2% are non users of Jio.

3. Which feature of Reliance Jio convinced you to use this?

S. No. OPTIONS No. Of respondents % of Respondents

a Connectivity 37 22%

56
 b Schemes 99 58%

c Advertisements 22 13%

d Goodwill 12 07%

TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION

Features for usage of Jio

Goodwill
Advertisements 7% Connectivity
13% 22%

Schemes
58%

INTERPRETATION
The respondents of 22% have been convinced to Jio for its connectivity, 58% of the respondents
for its schemes,13% for its advertising and 7% for the Goodwill of the Company
4. Which service do you like most while using the Reliance Jio services?

S. No. OPTIONS No. of respondents % of respondents

a Data services 85 50%

57
 b Call rate 48 28%

c Network coverage 24 14%

d Value added services 13 8%

TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION
MOST USED SERVICES

Value Added Services

Network Coverage 8%
14%

Call Rate
28%

Data Services
50%

INTERPRETATION
The above representation explains, the most likely used services offered by Jio to the respondents.
The data services offered by Jio are mostly likely used byb50% of the respondents whereas the
call rate is used by 28 % of the users, 14% for network coverage and value added services with
8% respondents
5. Why did you choose this service provider?

S.No OPTIONS No. of respondents % of respondents

a Unlimited calling services 26 15%

58
 b Unlimited Data services 59 35%

c Unlimited SMS services 12 07%

d All services 73 43%

TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION

SERVICES PROVIDER
All services
43%
Unlimited SMS
services
7% Unltimited Calling
Services
15%
Unltimited Data
Services
35%

INTERPRETATION
The above diagram explains about why the customers had opted for Jio services. About 43% of
the respondents for all the services offered by Jio, whereas, 15% for unlimited calling services,
35% for the unlimited data services and 7% for unlimited SMS services.
6. Do the customer service representatives call you?

S.No OPTIONS No. of respondents % of respondents

a Yes 170 100%

59
 TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION

Calls from Customer Care

Yes
100%

INTERPRETATION
The above representation explains that the customer care from Reliance Jio makes calls to all the
Jio services users.

7. If yes, how often do the customer service representatives call you?

S. No. OPTIONS No. Of respondents % of respondents

a Daily 49 29%

b Once a week 85 50%

60
 c Once a month 24 14%

d Rarely 12 07%

TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION

Frequency of Customer Care Calls

Rarely
Daily
Once a month 7%
29%
14%

Once a week
50%

INTERPRETATION
The above graphical presentation explains the frequency of customer care calls from Jio to the
users. It makes 50% of calls at least once a week, 29% daily, 14% once a month and 7% rarely.

8. For what reason do the Jio customer care call you?

S.No OPTIONS No. of Respondents % of Respondents

a Value added services 46 27%

b Information regarding new schemes 87 51%

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 c Complaints verification 12 7%

d Other queries 25 15%

TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION

Reasons why Customer Care Call

Value Added Services Information regarding new Schemes
Complaints Verification Other Queries

15%
27%
7%

51%

INTERPRETATION
The above representation explains the reasons why the Jio customer care centre calls the customers.
The Value Added Services scale for 27%, information regarding new schemes scale 51%.
Complaint verification is 7% and the other queries are 15%.
9. Are you satisfied with Reliance JIO services?

S.No OPTIONS No. of respondents % of Respondents

a Yes 121 71%

b No 49 29%

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 TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION

Satisfaction

Yes
29%

No
71%

INTERPRETATION
The above graphical representation explains how satisfied are the Jio users are with its services.
71% of the users are more satisfied than 29% of the users are not.

10. What should be improved in Reliance JIO services

S.No OPTIONS No. of Respondents % of Respondents

a Improve in Network coverage 117 69%

b Remove calling congestion 29 17 %

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 c Upgrade in Android version 17 10%

d Others 07 04%

TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION

Others Jio Services

4%
Android Upgrdation
10%

Calling Congestion
17%

Improve Network
69%

INTERPRETATION
The above interpretation explains on what aspects Reliance Jio should be improved.
69% improve in Network Coverage, 17% in removing Call Congestion, 10% in upgradation of
Android Version and 4% in others.

11.Would you like to recommend others?

S.No OPTIONS No. of respondents % of Respondents

a Yes 146 86%

b No 24 14%

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 TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION

Recommendation

No
14%

Yes
86%

INTERPRETATION

The above representation explains the review about the recommendation made by the Jio users to
the non-users. Whereby, 86% of the respondents would recommend to others and 14% would not
recommend.

12. How unique is Jio from other network providers?

S. No. OPTIONS No. Of Respondents % of Respondents

a High internet Speed 39 23%

b Low cost 124 73%

c Schemes 7 04%

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 TOTAL 170 100%

[Source - Primary Data]

GRAPHICAL REPRESENTATION

Uniqueness of Jio
schemes
4%

high internet speed

23%

low cost
73%

INTERPRETATION

The above graphical representation explains how unique Jio is from other network providers. Its

High Internet Speed ranges 23%, low cost 73% and Schemes 4%.

FINDINGS

 From the survey taken, the source of awareness about Reliance Jio has mostly taken place
through Mouth Publicity with a percentage of 34% and next through Newspaper with a ratio
of 28%.

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 The most number of Jio services are being used by 48% of the users with less than a year.
 It is the Schemes offered by Jio for which 58% of the Reliance Jio users are more convinced
with this feature.
 50% of the users are most likely to use Data Services offered by Reliance Jio.
 The feature of Unlimited Calling and Unlimited Data Services has attracted 50% of the
customers towards Reliance Jio.
 The Reliance Jio regularly takes a review or feedback regarding the services offered by Jio
from its customers to make them aware of the schemes and make necessary changes if any
for the welfare of the users.
 71% of the Jio users are more satisfied with the services offered by Jio whereas, 29% seem
dissatisfied.
 Through survey it is identified that 69% of the respondents insist in improving the Network
Coverage and 17% in removing the call congestion

SUGGESTIONS

• In today’s era the Reliance JIO must focus on rural areas to get the people attention and gather
the rural people interest. Because most of rural people are not having the knowledge about
Reliance JIO.

• Spread out the awareness about Reliance JIO in deep rural areas.

• Replenish the products on Retailer’s shop on right time, where it is lacking.

• Remove (exterminate) the problem of calling congestion & call drop.

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• Make the advertisement of Reliance JIO by putting hoardings, boards, posters, and neon
(electric) sign boards in every areas. It should be highlighted punch line “LYF DEKHO LYF
JAISI”.

• Get the feedback from existing customers about Reliance JIO and take the reference for making
new customers.

• We should try building a good relationship with all retailers, praise, recognition & honour on
several occasions for our retailers would help a lot.

• The customer care people and also employees in Reliance JIO should try to convey brand
Reliance JIO while talking to people.

• Enhance the market penetration & shares in every market and give the high competition to others
company.

CONCLUSION
Reliance JIO has become a very successful brand in India & providing customer satisfaction is to
be there main motive. It provides unlimited free calling and data services & SMS on the move as
people are more dependent on it in their daily lives like wide network coverage and good 4G
services. Because 3G services was unable to meet out customer needs and wants.

Providing customer satisfaction is the most crucial step of the company as they are to be satisfied
and provides Internet access on the move such as Wide network coverage and good 4G services
as they are important and technology advanced stuff required by almost everybody in today’s
environment.

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Reliance JIO is a home brand company and a very emerging brand in India and will be successful
in overseas market in upcoming years. It possesses congestion free & wide network, attractive 4G
schemes & customer services to cover one of the widest areas.

From the details it can be concluded that 80% of Reliance JIO users preferred to remain with
Reliance JIO and fully satisfied. Also good number of customers who are willing to switch from
their respective subscribers showed interest in Reliance JIO. Reliance JIO is capturing the wide
area of Indian markets increasingly day by day.

The customers find Jio services qualitative not only with respect to telecom in recovering the
customer complaints, but also in maintenance of healthy relationships with their accounts. Hence,
these statistics imply a bright future for the company. It can be said that in near future, the company
will be booming in the telecom.

BIBLIOGRAPHY

Year
BOOK NAME AUTHOR of Publisher/Edition
Publishing

Addison-Wesley
A BUSINESS GUIDE TO Professional IT –
CRM Jill Dyche 2009 Series.

THE FOUNDATION OF Roger J. Baran Routledge –

CONTEMPORARY & Taylor & Francis
MARKETING STRATEGY Robert J. Galka 2013 Group

69
 V. Kumar
THE DEFINITE GUIDE TO & 2013 Edition - 2
CRM Werner Reinartz

MARKETING Philip Kotler 2009 Pearson Prentice

MANAGEMENT Hall Publishers

Web sites
• http://searchcrm.techtarget.com/definition/CRM

• https://www.webopedia.com/TERM/C/CRM.html

• http://profit.ndtv.com/stock/reliance-communications-ltd_rcom/

SEARCH ENGINE :

www.google.com

QUESTIONNAIRE

1. From which source you came to know about Reliance JIO?

a). News paper

b). Advertisement

c). Mouth publicity

d). Hoardings

2. Since how long you are using Reliance JIO services?

70
a). Less than one month

b). 2-3 months

c). 4-5 months

d). Non users

3. Which feature of Reliance Jio convinced you to use this?

a). Connectivity

b). Schemes

c). Advertisements

d). Goodwill

4. Which service do you like most while using the Reliance Jio services?

a). Data services

b). Call rate

c). Network coverage

d). Value added services

5. Why did you choose this service provider?

a). Unlimited calling services

b). Unlimited Data services

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c). Unlimited SMS services

d). All services

6. Do you call at customer care?

a). Yes

b). No
7. If yes, how often you call at customer care?

a). Daily

b). Once in week

c) .Once in month

d).Rarely

8. For what reason do the customer care call?

a).Value added services

b).Information regarding new schemes

c).Complaints

d).Other queries

9. Are you satisfied with Reliance JIO services?

a) Yes

b).No

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10. What should be improved in Reliance JIO services?

a).Improve in Network coverage

b).Remove calling congestion

c).Upgrade in Android version

d).Others
11. Would you like to recommend others?

a) Yes

b).No

12. How unique is Jio from other network providers?

a). High Speed Internet
b). Low Cost
c). Schemes.

THANK YOU

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