DECLARATION

Title of Summer internship, A STUDY ON CRM, E-COMMERCE AND RELATED

MARKETING STRATEGIES OF OUTLOOK MAGAZINES.

I declare

(a) That the work presented for assessment in this summer internship Report is my own, that it

has not previously been presented for another assessment and that my debts (for words, data,

arguments and ideas) have been appropriately acknowledged.

(b) That the work conforms to the guidelines for presentation and style set out in the relevant

documentation.

(c) The Plagiarism in the report is 0 % ( permissible limit is 15 % )

Date: ……………

TANUJ JAISWAL
A0102218091
MBA – M&S
(Class of 2020)

i
ii
 CERTIFICATE

This is to certify that TANUJ JAISWAL student of Masters of Business

Administration – M&S at Amity Business School, Amity University Uttar Pradesh has
completed the summer internship Report on “A study on CRM, e-commerce and related
marketing strategies of outlook Magazines”, under my guidance.

The report has been checked for Plagiarism and is within limits of acceptance.

Dr. SMRITA SINHA

iii
 ABSTRACT

‘A study on CRM, role of e-commerce and related marketing strategies’, the study consist of
the role of CRM in customer retention for Outlook Magazines India. As part of the summer
internship which was done at Outlook Publishing India Pvt. Ltd. in New Delhi. The report
consists of a survey of 200 existing customers of Outlook Magazine to understand the
effectiveness of CRM for generating customer satisfaction and eventually the customer
retention of the existing subscribers.

The report also focusses on other techniques like discounted subscription rates for existing
customers, gift schemes and ecommerce and other existing techniques used by Outlook Group
to increase customer retention. The report explains the various methods used by such print
media companies in order to understand their reader base, the type of content and the market
position of themselves.

The method of the research is descriptive and is limited to the existing customer base of
Outlook Magazines only. The report also shows the customer perception on various magazines
of Outlook, most profitable zones in India, content preference of the readers, causes of
satisfaction and causes of dissatisfaction amongst the customers of Outlook Magazines, the
report also shows the role of CRM in the organisation and how beneficial it has been for both
the company and the customer in terms of the overall management and the quality of service
given to the customers.

iv
 OBJECTIVES OF THE STUDY

 To study the role of CRM in customer retention for Outlook Magazine.

 To know the role of e-commerce in enhancing sales of Outlook Magazine.
 To examine the marketing strategies adopted by Outlook Magazine to promote its
brand and products in the market.

v
vi