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A REPORT ON IMPORTANCE OF CUSTOMER RELATIONSHIP MANAGEMENT IN MAGAZINE INDUSTRY (Outlook Publishing Group India Ltd.

BY (PRIYA RAI) (Enrollment ID: 12BSP0904)

ACKNOWLEDGEMENT

I acknowledge, with heartfelt gratitude, the whole-hearted support of Mr. Sandeep kumar Sona (Asst. Sales Manager, OUTLOOK Group) for his kind motivation and guidance to design, undertake and accomplish the study and the project. I would also like to thank OUTLOOK Group for the training program and for the knowledge which Ive gained during the session.

My obligation to Prof Ravi Kumar (Project Mentor) and other faculty members is immense for their vision to motivate me to identify the appropriate topic and forum to undertake the study in the desired manner.

[Piya Rai]

ABSTRACT
In todays competitive world Management Interns have to put rigorous hard work to survive in the business world. They should be well groomed and well acquainted with functioning of the corporate world.

The three months Industrial Training is an integral part of Management Program, aims to provide the management students with an adequate exposure of the various operation that are taking place in an Industry.

I, as a Management intern was engaged with OUTLOOK Group, New Delhi. I worked in a Subscription Division for three months. It was a very educative and professional experience and thereby gaining a practical overview of the corporate work culture. But in these days I am trying to find how these industry works, what are the main financial resources, what are the factor affecting print media. In this training period I am able to understand how Database marketing works.

TABLE OF CONTENTS

1. Introduction
1.1 Outlook group (rajan raheja group). Company profile History 1.2 Business practices of Outlook Group. 1.3 Organization Hierarchy 1.4 Management and Staff

2. Print media
2.1 History and future of print media. 2.2 Print Media Industry Profile. 2.3 Main player in Indian print media.

3. Outlook V/S other Print media


3.1 Outlook and Its Competitors 3.2 Sources of Financing 3.3 SWOT Analysis

4. Print media V/S e-media


4.1 Advantage and disadvantage of e-media. 4.2 Circulation of magazine by e-media & print media

5. Project Work
5.1 Description of project work 5.2 Needs & Objectives of Study 5.3 Research Methodology 5.4 Data Analysis & Interpretation

6. E-commerce
6.1 history of e-commerce 6.2 Applications related to e-commerce

7. Analysis of Market survey through Questionnaire

8. Findings and conclusions 9. Recommendations 10. Annexure 11. References

1. Introduction
1.1. RAJAN RAHEJA GROUP The Rajan Raheja Group is a diversified conglomerate which has interests in
sectors such as building materials (through Prism Cement, H&R Johnson (India) and RMC Ready-mix (India)), automotive and industrial batteries (Exide Industries), cable T.V. (Hathway Cable & Datacom and Asianet Satellite Communications), financial services (in life insurance and asset management through joint ventures with ING), publishing (OUTLOOK group), retail (Globus, H&R Johnson (India) TBK, Food world and Health & Glow), real estate development, software, petrochemicals and hotels.

1.2 INTRODUCTION OF GROUP COMPANIES


Rajan Biharilal Raheja (born 1954) is an Indian businessman who lives in Mumbai. Forbes magazine has identified him as a billionaire with a net worth of $2.15 billion, making him the 30th richest person in India. Rajan Raheja made his beginning in the construction business. After building a huge presence in the realty market, his Rajan Raheja Group diversified laterally into manufacturing, financial services and mediaeach venture initiated, and executed, to fulfill the objective of assuming leadership in core areas. The list of his Group's successes is long and eclectic. Today, H&R Johnson (India) Limited is the top name in ceramic tiles in India. Exide is the strongest brand of batteries in the automotive and industrial field. Co-promoters of Supreme Petrochem Ltd. along with Supreme Industries Ltd, largest processor of plastic materials in India. The Group also joined hands with Oberoi Hotels as copromoters of Trident Hotels and luxury resort Rajvilas, which Conde Nast Traveller ranked as one of the 25 best villa hideaways in the world.

Prism Cement Ltd has a production capacity of 2.5 million tonnes; The Group is a Co-promoter of Sonata Software Ltd, one of the leading software companies in India. As owners and operators of a fibre optic cable network in Kerala through Asianet Satellite Communications, Co-promoters of RMC Ready-mixed (India) Pvt. Ltd. along with RMC Group plc, U.K, the worlds largest manufacturer of Ready-mixed concrete. Hathway Cable & Datacom Pvt. Ltd has extensive cable network in 6 major cities and 7 large towns across India. Globus Stores Pvt. Ltd. is Indias one of the largest apparel brand chain. A 50% JV with the ING group of Netherlands in ING Life Insurance. The venture is already the 5th largest insurer in India.

Our Websites:

www.OUTLOOKindia.com, www.tridenthotels.com, www.sonata-software.com, www.supremepetrochem.com, www.healthandglow.in, www.globus.in, www.inglife.co.in, www.hathway.com,

www.oberoirajvilas.com www.prismcement.com, www.ingim.co.in, www.asianetindia.com, www.foodworld.in, www.exideindustries.com, www.hrjohnsonindia.com,

RAJAN RAHEJA GROUP

Outlook Group
In October 1995, group company Hathway Investments Private Limited entered the print media. OUTLOOK, a weekly newsmagazine headed by Mr.Vinod Mehta, galvanized a sluggish market reeling under the impact of satellite TV. OUTLOOK quickly carved a significant niche for itself among discerning readers who value its in-depth, investigative reporting as well as its stylish visual format. Known to be fiercely independent, OUTLOOK has shaken the establishment on events ranging from Kargil to Kashmir to cricket, sensitized the reading public to important issues like big dams, education and gender, and provided an unremitting focus on South Asian geopolitics. Today, OUTLOOK is the preferred magazine of 1.5 million readers in India, and sells more than 11.2 million copies over the year. OUTLOOK is one of India's four top-selling English weekly newsmagazines. Like many other Indian magazines it is reluctant to reveal its circulation, but the 2007 National Readership Survey suggested 1.5 million copies. OUTLOOK's

competitors are India Today& The Week. Currently it has several magazines like OUTLOOK Business, OUTLOOK Money, GEO, Marie Claire, People, Traveller, and Career 360 to name a few.

ORGANIZATION HIERARCHY

NAME: - Rajan Biharilal Raheja Net Worth: $2.15 billion 30th richest person in India

Mr. VINOD MEHTA Editor-in-chief (OUTLOOK Magazines)


He is at present an advisor to the magazine.
Vinod Mehta's is an extraordinary story. He grew up as an army brat from a Punjabi refugee family in the synergetic culture of Lucknow of the 1950san experience that turned him into an unflagging 'pseudo secularist'. Leaving home with a BA third class degree, he experimented with a string of jobs, including that of a factory hand in suburban Britain, before accepting an offer to edit Debonair, a journal best known for featuring naked women. With the eclecticism and flair that were to become his hallmark, he turned it into a lively magazine while managing to keep the fans of its center spreads happy.

VICE PRESIDENT

ASST VICE PRESIDENT

GENERAL MANAGERS

DY GENERAL MANAGERS

NATIONAL HEADS

REGIONAL MANAGERS

SENIOR MANAGERS

ASSOSIATE MANAGERS

EXECUTIVES

MANAGEMENT AND STAFF


EDITOR-IN-CHIEF
Publisher: Editor: Executive Editor: Managing Editor: Foreign Editor: Business Editor: Senior Editors: Political Editor: Bureau Chiefs: Books Editor: Photo Editor: Sr Assistant Editor: Associate Foreign Editor: Assistant Editors:

Vinod Mehta
Maheshwer Peri Krishna Prasad Bishwadeep Moitra Nandini Mehta Ajaz Ashraf Sunit Arora Ajith Pillai, Sunil Menon, Anjali Puri Smita Gupta Saba Naqvi Bhaumik (Delhi) Smruti Koppikar (Mumbai) Sheela Reddy T. Narayan S.B. Easwaran Pranay Sharma Namrata Joshi, Manisha Saroop, Arindam Mukherjee, Lola Nayar, Anuradha Raman

Senior Special Correspondents: Special Correspondents:-

Saikat Datta, Arti Sharma Rohit Mahajan, Pragya Singh, Chandrani,Banerjee, Amba Batra Bakshi Shruti Ravindran, Debarshi Dasgupta, Ahmad Narendra Bisht (Deputy Photo Editor) Deepak Sharma (Art Director) Ashish Rozario Omair

Correspondent:

Photographers: Design: Promotions:

OUTLOOK & Its PRODUCTS

OUTLOOK weekly magazine


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

The OUTLOOK Group has reached an agreement with U.S. based publishing company Time Inc. to bring People, one of its most successful and popular editorial products to India in 2008. Time Inc. which is the largest publisher in the U.S. and U.K, redefined personality journalism in 1974 with People magazine and its unique mix of news and lifestyle features. Every week the People brand reaches 43 million readers with latest news, exclusive interviews and in-depth reporting on the most compelling people of our time.

OUTLOOK Business, in the true tradition of the OUTLOOK group, has as its aim no less an objective than the complete rewrite of what has been tried by the way of business journalism in the magazine space. Targeted at decision makers, the product focuses on important business issues and developments with a view to providing clear takeaways impact and implications for decision-making. A holistic approach ensures all influences on business: economic, political, and markets driven are examined.

In July 1998, the Group launched "Intelligent Investor" re-christened as "OUTLOOK MONEY" as of 30-Nov-2002, India's first personal finance magazine, which offers sound strategies for the lay investor, especially the growing segment of salaried middle and upper middle-class and self-employed professionals. Its message is clear and simple: 'Invest well, borrow wisely, and spend smartly'. Evidently, that message has gone down well: the magazine sold upwards of 1, 00,000 copies a fortnight within a year. One of its distinguishing characteristics is that about 93 per cent of readers retain all past issues of OUTLOOK Money.

OUTLOOK Traveller is a monthly magazine from the stable of OUTLOOK Publishing India Pvt. Limited and the only significant magazine aimed at the travel reader. Every month since June 2001 OT has introduced readers to the wonders of unknown destinations while also encouraging travelers to take a fresh look at familiar places. Whether people are planning a holiday, or simply dreaming of one, OUTLOOK Traveller continues to take them closer.

The European print media company owned by the German media major Bertelsmann, is making its India debut with GEO, its premium science and geography magazine. The magazine was launched under a licensing arrangement with the OUTLOOK Group in India and positioned as a family magazine. The OUTLOOK Group says that there is a big market for knowledge magazines in India and GEO will help the Group in increasing its market share.

MC is French magazine and being promoted by different group in different countries and in India it is being promoted by OUTLOOK Group with Indian edition, best magazine for those who want to update themselves with latest fashion & trends. Mostly women and girls, who are linked with fashion, subscribe this magazine. MC is considered as women brand with a punch line, let me be me.

It gives you an all around perspective on the latest career trends, fresh avenues, admission alerts, careers, courses and updates your general knowledge with the literacy rate of different states and courses offered by colleges in these states. This magazine contains well researched information for the youth and young professionals, which may help them in taking decisions related to their careers.

AWARDS & ACCOLADES

Department of Tourism, Government of India Award, National Tourism Award 2001-2002 awarded to OUTLOOK Traveller for Excellence in Publication.

OUTLOOK Traveller " 100 Holidays in the Hills" won the 2004, PATA Gold Award

In 2002-2003 the Government of India recognized "OUTLOOK Traveller Getaways" as the Best Travel Publication".

Weekend breaks from Delhi was in the BESTSELLERS top three, non-fiction category for 14 consecutive weeks in North India

Weekend breaks from Mumbai was in the BESTSELLERS list top three for 8 consecutive weeks in West India

OUTLOOK Money Awards: The awards started in 2002, and are presented to the best in the following key personal areas:

Value-Creating Companies Wealth Creators(Mutual Funds) Banks Online Brokers Home Financiers Hall of Fame

OUTLOOK WEBSITES

1. outlookindia.com 2. outlookmoney.com 3. outlooktraveller.com

outlookindia.com: In 1998, OUTLOOK went online as OUTLOOKindia.com;


OUTLOOKindia.com is both OUTLOOK magazines home on the Internet and an online publication. Apart from OUTLOOK's print edition in its entirety - supplemented with links to related articles on its own site. OUTLOOKindia.com also offers an array of original Web-only columns and news updates every day with a very lively interactive section.

outlooktraveller.com: Inaugurated as a web resource in 2000, this travel Website has


since come a long way. Outlook Traveller began by opening up new vistas in web-driven vacation planning, with its highly focused editorial features on an array of destinations, from selecting your destination, to choosing your mode of transport, finding your way around the map, selecting a place to stay to catching the local festivities, plus ferreting out the nearest ATM, fuel stop or cybercaf. Here there is something for everyone; themed vacation ideas from 'A for adventure' to 'W for wildlife', honeymooners dream destinations.

OUTLOOKmoney.com: OUTLOOKmoney.com takes forward the philosophy and


beliefs usher in by Intelligent Investor (the personal finance magazine that was launched in mid-1998, now known as OUTLOOK Money). The site has six channels -- Stocks, Mutual Funds, Loans, Retirement Planning, Taxation and Insurance -- that address broad areas of the personal finance spectrum. OUTLOOKmoney.com comes with many interactive tools.

OUTLOOK Quarterly Sales


Apr - Jun Jul - Sep Oct - Dec Jan - Mar

22% 29%

14% 35%

In fig. 1, OUTLOOK quarterly sales doughnut is being described and it is observed that during 2nd quarter (Jul Sep) and 4th quarter (Jan Mar) maximum revenue is earned reasons thereof are as follows: 1. In the middle of 1st and 2nd quarter, company appoints college interns, who are really enthusiastic and focused towards their work. Secondly, company launches Bonanza offers during this period.

2. During last quarter, every employee gives his/her best performance to achieve the annual targets and company earns maximum profit through its Subscription & Retail division.

OUTLOOK & Its Competitors

OUTLOOK Group

COMPETITORS

OUTLOOK MONEY

MONEY TODAY

OUTLOOK BUSINESS

BUSINESS ECONOMY, BUSINESS TODAY

OUTLOOK TRAVELLER

TRAVEL TODAY

OUTLOOK HINDI

SAPTAHIK

OUTLOOK GEO

NET GEO

MARIE CLAIRE

COSMO,FEMINA,NEW WOMAN,VOGUE

CAREER 360

NO

OUTLOOK (ENGLISH)

INDIA TODAY

OUTLOOK vs. INDIA TODAY


INDIA TODAY is considered as major competitor of OUTLOOK, thirty five years old brand, which has touched all the segments of the market and shown a ray of light to Print Media. During my Internship, I have gathered customers feedback, which show a gradual change in the preferences of customers, which is being discussed in the following figure:

Customers' Feedback
5 4.5 4 RATING 3.5 3 2.5 2 1.5 1 0.5 0 INDIA TODAY OUTLOOK GROUP 1995 3.7 2 2000 4.1 2.9 2005 4.3 3.6 2010 4.5 4.7

In fig , customers feedback is being compared, amongst two print-media Groups and it is found that India Today, which is 35-years old brand, has been performing well consistently and OUTLOOK Group has surprised everyone by aggressive marketing during the last 15-years and beaten the Champion of its field by circulating its eleven magazines which fulfill the needs of different age group people belonging to different sectors.