A

Project Report On Study on Nilgiris and a Consumer Attitude towards Retail and City Malls

In the Partial Fulfillments of the

Degree Requirements Towards the

Bachelor of Business Management

Submitted By
H.V.Swetha
Date:

Submitted To
Prof. Sainath
Register No: 09VFC18085

Session 2011-2012.

New Horizon College of Management Bangalore- 560087

TABLE OF THE CONTENTS

Chapter No Title Declaration for Student Certificate from Company/Organization Certificate of Guide Acknowledgement 1 1.1 1.2 1.3 1.4 1.5 About Nilgiris Introduction to Nilgiris Nilgiris Product Range Nilgiris Promotion and Advertising Methods Nilgiris SWOT Analysis Conclusion Page Number

Chapter Scheme List of Graphs and Charts 2 2.1 2.2 2.3 2.4 2.5 2.6 3 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 4 Introduction to City Mall Background of Study Background of Topic Company Profile Statement of Problem Need of Study Objective of Study Research Methodology Research Design Primary Data Secondary Data Sample Design Selected population Sample Size Methods of Data Collection Drafting a Questionnaire Testing a Questionnaire Data Processing and Analysis

4.1 4.2 4.3 4.4

Findings Conclusion Some Important Suggestions and Recommendations Bibliography

DECLARATION
I, Mr. / Ms. hereby declare that this project report is the record of authentic work carried out by me during the period from --------- to ---------and has not been submitted to any other University or Institute for the award of any degree / diploma etc.

Signature Name of the student Swetha. H.V Date: ...

CERTIFICATE
This is to certify that Mr. / Ms. --------------------------------------of New Horizon College has successfully completed the project work titled --------------------------------------------- In partial fulfillment of requirement for the completion of BBM course as prescribed by the New Horizon College. This project report is the record of authentic work carried out by him / her during the period from ---------- to ----------. He / She has worked under my guidance. Signature Name Project Guide (Internal) Date: Counter signed by Signature Name Director Date:

ACKNOWLEDGEMENT
At the outset I express my deepest gratitude to New Horizon College Bangalore for providing us the opportunity & best facility to work.

I am grateful to Course Coordinator Prof. Sainath under whose guidance we have successfully completed our project. He willingly took trouble of sparing their valuable time for our project & was always ready to help with their technical knowledge & valuable suggestion I also express my gratitude towards NILGIRIS FOODS for providing me the opportunity to work on this project & also who guided me & helped in the preparation of this project. Last but not the least I am thankful to fellow student who encouraged us by taking keen interest in my project work.

Swetha. H.V

CHAPTER-1 INTRODUCTION TO NILGIRIS

NILGIRIS
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About Nilgiris Retailing requires all the activities in selling goods or services directly to final consumers for personal, non business use. A retailer or retail store is any business enterprise whose sales volume comes primarily from retailing. Any organization selling to final consumers whether it is a manufacturer, wholesaler, or retailer- is doing retailing. It doesnt matter how the goods or services are sold or where. The term "retailer" is also applied where a service provider services the needs of a large number of individuals, such as a public utility, like electric power. Online retailing, a type of electronic commerce used for business-toconsumer (B2C) transactions and mail order, are forms of non-shop retailing.

Introduction to Nilgiris Nilgiris is the oldest and leaders in the series of supermarkets, since its inception. he chain of hypermarket was established in 1905 for the promotion of the products, the company deals with and gave Nilgiris 1905 name to the brand. Nilgiris, located in the South part of India is well-known to the locals for its high-quality services and products. "Quality products at competitive rates all under one roof" was what that drove Mr. Chenniappan. He also reinforced what already existed a very clear code of conduct, which guides the entire family when they come together to run Nilgiris, India's first supermarket with self-service facilities.

CHAPTER-2 NILGIRIS COMPANY PRODUCTS

Nilgiris Product Range

Nilgiris Product Ranges

Exotic Range Indulge your taste buds in Nilgiris exotic range of handmade Jams/Marmalades/Chutneys with more than 50% real fruit. Prepared in cool and hygienic environs every bottle is filled with the highest quality, fruits handpicked by the happy women of Bhuira village in the misty mountains of Himachal, keeping the goodness in and the preservatives out available in 12 exotic flavours: Classic Kids Favourite: Strawberry, Mango, Peach, Apricot, Guava Jelly Your Kind of Flavours: Cinnamon Apple, Black Cherry, Bitter Orange, Strawberry Mint Meal Times or Bread Spreads: Mango Chutney, Tomato Chutney, Ginger Orange Jam

At Nilgiris we take pride in our products. With a rich heritage of quality dairy and bakery product we' have diversified into a range of ready-to-eat products, staples, and fresh produce. Click each product category to know more:

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They have also evolved a very effective procurement policy. They get their own dairy, confectionary and bakery products. Their instant food comes from Bangalore, spices from their Erode base. Branded products come to them directly while the grocery is procured locally, checked, cleaned, and repacked at the store. Customers demand and the movement of the products determine their inventory. Nilgiris stands out for the ability to sign on their workers to a level of commitment, quality and involvement, almost as good as theirs. The way they manage their human resource definitely has something to it. During recruitment they don't look for previous experience or paper qualification. The guiding principle at work is discipline at every level. Strict adherence to timing. No socializing at work. Once an extremely well known name over South India from the year it started in 1905 it has been forced to undergo several cosmetic changes to retain its place and its customers. What was once a small store on Brigade Road, Bangalore, for instance has been forced to expand and stock a varied range of commodities to attract a larger range of customers from abroad and India. It started out as a smallish store with a Joy ice-cream stall and a fruit stall outside till the pavement clearance drive of the BMTF ensured closure of the ice-cream stall and reduction in size of the fruit stall which had started to encroach on the pavement. There was 11

also a coin operated weighing machine outside for customers and others to take their own weight if so desired. The inside which was rather small had a dairy counter before one entered the main part where the various goodies were stocked neatly on shelves. Vegetables had not yet reached the shelves of Nilgiris yet. Now after expansion the store even stocks cosmetic products, CD-ROMS, fresh vegetables, chilled and frozen meat and fish products, soft drinks where the cold storage room used to exist, plastic products in a new expansion of the building into its old storage space. The cakes section has been shifted to the basement which was once completely for the generator, but now caters to a restaurant also. Every supermarket has its drawbacks and Nilgiris too does possess a few drawbacks. Lack of space forces customers to jostle between each other and between the shelves while nimbly dodging a trolley pushed at high speed by another customer in the race to get to the billing counter first where long queues are the norm in peak hours and festive times. UK groups stake in Nilgiris In 2006 Actis a UK based private equity investor invested 65 million US dollars in the Nilgiris Group in order to strengthen their franchising and the manufacturing operations. Now Actis has 51% stake in Nilgiris Group. Nilgiris, which turned 100 in 2005, is a big supermarket chain known for its quality dairy, bakery and confectionary products and for meeting the daily needs of customers with a range of products. They went on to pioneer the supermarket concept in India and was the first to introduce bar coding for food retailing in the whole of India.

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CHAPTER-3 NILGIRIS PROMOTION AND ADVERTISING.

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Promotion and Advertising

Above shown is the well knit website of Nilgiris. It has very user-friendly interface. One can easily locate nearest Nilgiris Store, browse through the history of Nilgiris, get to know about the wide range of products available. They also do internet marketing via social networking websites like Facebook and Twitter. Good quality consistent content spread around the web pointing to Nilgiris is all it takes to build a massive traffic network. It helps in increasing the brand visibility and awareness and thereby results in increase in sales.

Under the vertical integration project, the company has developed farms to specifically grow fresh fruits and vegetables. These farms are an integrated part of the supply chain, 14

located in the southern part of India. Nilgiris is also famous for retailing dairy products produced under its own brand. Nilgiris is possibly the only retailer to generate a large part of its sales from its own produce. Nilgiris revolutionized the retail scenario by setting up a milk bar, an ice cream parlour, and grocery, general merchandise as part of the store in addition to pre-existing bakery and confectionary units. A unique supermarket was set up which makes and sells its own products in addition to others. Key issues to be addressed by Nilgiris are the improper distribution channels and insufficient supply. Because of the same most of the outlets face the problem of out of stock which leads to customer dissatisfaction.

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CHAPTER-5 NILGIRIS SWOT ANALYSYS

SWOT Analysis 16

Strengths: o Regional advantage. o Legacy of being in the market for past more than 100 years. o Brand name and trust among customer base. o Wide presence in the market. Weakness: o Inefficient supply chain.
o

Unable to fulfill increasing demand in the market.

Opportunities: o Try and move towards northern part of India. o Focus more on Rural Market. Threats: o Increasing number of local retail outlets coming up. o Lot of international retail stores coming up with every day low price strategies.

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CHAPTER 6 CONCLUSION

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CONCLUSION: With the above given facts I would like to conclude by saying that, though being one of the oldest and successful retail outlet in the country, they have not been able to capitalize on the available opportunities. There are lots of opportunities to be explored and I think Nilgiris should focus on these opportunities and work upon over-coming its weaknesses. They should think about expanding their area of operation.

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LIST OF GRAPH
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1. 2. 3. 4.

Retail market prediction. Retail market comparison. Customers satisfaction level. Tenants satisfaction level.

LIST OF TABLE
1. Malls Demographic. 2. Categories and Market shares. 3. Comparison of Shopping

1. INTRODUCTION TO CITY MALL

CITY MALL

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City Mall was established in 16th AUG 2007. It has been competing with existing as well as traditional retailer, which has already stayed in Bangalore. City Mall is a first mall of Bangalore, which comes under organized retail and one of the eye catching or attractive place in Bangalore that draw customer very short span of time. It offers to general public for new brands and technology or awareness of product, which has already introduced in India. Before the commencement of City Mall the brands, which are available in Bangalore, was limited and the people was not so much aware about the branded products. Bangalore- Growth Potential: -Bangalore has a multilingual and multi-religious population, a positive feature that fuels a strong economic base and attracts the people from various states. The population of Bangalore according to 2001 census was 6 lakh and the decadal growth rate for the decade 1991-2000 was 36.79%. The city has grown rapidly and the population of the city presently is estimated to be about 1.0 million Demographics:City Population urban (in Lakh) No. Of Household urban (in Lakh) Bangalore 11.24 2.14

CITY MALL is designed to provide a one-stop destination for purchasing, recreation and entertainment. It is endeavors to offer people an eclectic assortment of brands that creates a successful combination. In addition, CITY MALL offer our expertise in impeccable mall management services teamed with a vast platform to show case a range of brands, not to mention a one stop destination for entertainment, purchases, food, recreation and the like. Today craving plays an important role to change the lifestyle or states quo of people, therefore people used to buy branded products as well as quality products. Before the commencement of City Mall the general public of Raipur usually buys ordinary products. Moreover if some sections of society opt for branded product like (Levis, John players etc) for purchasing, they usually covers a long distance for reaching one branded store to another. As far as this scenario is concern we conclude that, due to the lack of time they dont have that much time for fun and enjoyment with their families and friends. Today the world is so competitive; every person is busy with their own schedule and organizational work, so that they dont have that much time to spend with their families and friends for shopping and entertaining as well. Now City Mall36 has penetrated in Raipur and in a short span of time it may draw a deep impact in the mind of general public of Raipur. Moreover people feel that City Mall is a ONE STOP SHOP Why City Mall so called as a centre of attraction in Bangalore. 22

FACTORS that define itself about City Mall 1. One stop shop It is a one stop shop where consumer can go for shopping, food hub, pub, movies, gaming zone as well as entertainment under one roof with lots of fun and excitement. Shopping zone may covers lots of brands available for mens wear, ladies wear, kids wear etc. BRANDED STORE - Different branded stores have lots of variety for mens as well as ladies and kids. When people visit the mall they find lots of variety for men, ladies and kids, moreover they are satisfied with the brand availability in the mall. FOOD ZONE - Secondly if we move for the food section, City Mall has a wide range or variety of food and beverages available for their customer. Moti Mahal, Caf coffee Day, Pub, Pizza Corner, Corns, Ice Cream Section etc. This entire food hub may try to attract the customer and they provide their services to their customer with satisfaction level. CAF COFFEE DAY - Caf Coffee Day serves their customer with the wide range of coffee, cakes etc where customer may feel relax and people can also enjoy birthday party with their friends. ENTERTAINMENT ZONE - The best part of City Mall is that the entertainment zone. First multiplex has opened in City Mall itself named as INOX, it may have four screen facility, so that people may enjoy the real entertainment by choosing their different movie option.. GAMING ZONE - City Mall is also providing the Gaming zone facilities to their customer for enjoyment as well fun. It may provide Bowling Zone, Bike Racing, Air Hockey, House of Death, Basket ball etc. The best part is that people can also win prices or extra play coupon after fulfilling the winning criteria. 2. Branded products There are lots of brands available in City Mall which is highly appreciated by customer. Before the establishment of City Mall there were only few brands available in Raipur, so that due to the lack of information or knowledge about the brands, people unable to go for it. But now City Mall has introduced lots of brands available in Bangalore and the people go through with all the brands and it has been change the human psyche and the lifestyle of Bangalore. Brands which are available are-

IN GROUND FLOOR:-GLOBUS, LEVIS, PROVOGUE, BIBA, WOODLAND, TITAN, REEBOK, GKB OPTICALS, BIGBAZAR, ADDIDAS, COLOR PLUS, WILLS LIFE STYLE, RIED & TAYLOR, PRIME WATCH, LIVE IN, GM PENS BARRIES COFEES & TEA , JOHN PLAYER.

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IN FIRST FLOOR:- LIBERTY, CHIQUE FASHION, PETER ENGLAND, INDIAN TERRIAN, CANTABIL INTERNATIONAL, ARVIND BRANDS EXCALIBER, LEE, SPYKAR, MUFTI, PEPE, SIGNATURE, KOUTONS, TIMES, KILLER JEANS , TURTLES. IN SECOND FLOOR:- SHOE FACTORY, LILLY PUT, LUB DUB, LITTLE KANGAROO, HARRA, PASSPORT, CATMOSS, PAN AMERICA, MOUSTACHE, COOL COTTON, DULHAN, IN THIRD FLOOR: - INOX, NIK NISH, MAX MART, HIMALAYA OPTCALS, JAWED HABIB, MOTI MAHAL, DELUX. IN FOURTH FLOOR: - AMOEBA, CCD, X-COLON, & FOOD COURT Above mention are some of the brands which are available under one roofing i.e. City Mall36 and it successfully met the needs and requirement of the customers. . 3. Variety - In City Mall36 people are willing to buy the branded product in large range of varieties. The varieties which are available in CITY MALL such as beverages, footwear, apparel, watches and so on. The concept like BIG BAZAR, people can also find the FMCG products in cheap rate. The discount on bulk purchase for the shopping is best way to draw the attention of the customer for purchasing the products. Customers can get discount on FMCG products like Biscuits, Soaps, Detergent powder, Soft drinks, Butter, Ketchup etc. In City Mall36 there is variety for every one from a new born baby to a 60 yr old man and women, every one get the product of their choice like WATCHES for ladies and gents FOOTWEAR for every one, A huge variety of wedding collection dresses available for BRIDES. 4. Entertainment & Shopping- CITY MALL is the only treasure where people can do the shopping and entertain themselves. INOX, CCD, FOOD ZONE & PUB are plays the vital role for changing the lifestyle and also put the taste & colour of general public of Raipur. INOX Bangalores moviegoers will have a new and exciting location to view the latest blockbuster hits with the opening of the INOX multiplex at City Mall on 17th August 2005. INOX is the first multiplex to open in the state of Karnataka and will house 4 screens and 1280 seats. INOX Bangalore was inaugurated by the Honorable Chief Minister of Bangalore Mr. Kumaraswamy INOX Bangalore will be the 17th multiplex in the INOX chain and promises to revolutionize the movie going experience in the city. All INOX multiplex properties are located in premium locations and symbolize excellence in design, ambience, features, safety and service. Fitted with state-of-the-art equipment, they provide a superior cinema viewing experience comparable with the best cinemas across the world. SOME FEATURES OF INOX WHICH MAKES A DIFFERENCE:24

1. To provide the correct viewing angles. 2. Each auditorium features wall-to-wall stadium-style seating and is also equipped with reclining seats and cup-holder armrests for enhanced comfort. 3. The auditoriums are equipped with the best in projection and acoustic systems, using the worlds finest equipment and technology. 4. To the consumer it signifies that the movie is seen and heard at optimum performance levels, just as the filmmaker would have intended

FACILITIES PROVIDED BY INOX:The programming mix at INOX will include a mix of Hindi, English and other regional films. Offering greater variety in theatre food, INOX has introduced its own concessions (food) counter REFUEL, offering a range of flavored popcorns, combo meals, snacks and beverages. INOX ushers in new standards in customer delight with more than 100 young, uniformed Inoxians, trained in Ushering, Box office, Concessions and Housekeeping, ensuring a comfortable and pleasant experience within the multiplex. High standards of hygiene and security within the complex complete the loop in providing world-class comfort. INOX Bangalore is a testament to the companys mission to create Indias largest network of world class multiplex cinema theatres across all leading towns and cities of India and to be a leader in the Indian film exhibition industry. 5. Status Symbol: - Every Human being is maintaining their status in society. So that CITYMALL horizons the people for building their status quo and lifestyle. City Mall covers mostly middle and rich section of society for maintaining their status quo and improve their life style. According to the feedback of the customer and tenants City Mall will definitely change the standard of living people over here. Bangalore being the capital of karnataka and one of the fast growing cities in India, the people over here try to improve their living standard and comparing with the people who are living in metro cities. Now the current scenario is that this new concept is giving them new edge to meet their status need.

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CHAPTER-2

2. BACKGROUND OF THE STUDY (ORGANISED RETAIL)

DEFINITION OF RETAIL What is Retail? Retailing includes all the activities involved in selling products or services directly to final customers for their personal, non-business use.

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RETAIL MARKET PREDICTION

R e ta il M a rk e t P re d ic tio n
70 0 60 0 50 0 40 0 30 0 20 0 10 0 0 20 0 6 20 1 0 U S $ B illio n 2015

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Category

Market Size $ billion 2009

% Share 2010

Food, Beverages and Tobacco Personal Care Apparel Footwear Furnishings Consumer Durables & IT Furniture Jewellery & Watches

195 15 21 5 4 14 9 15

65% 5% 7% 2% 1% 5% 3% 5% 3% 0.6% 4% 100%

Medical Care and Health Services8 Recreation Others 2 12 300

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CHAPTER-3 RETAIL MARKET COMPARISN

RETAIL MARKET COMPARISION

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100% 20% 80% 55% 60% 40% 36% 30% 20% 3%

85%

81%

40%

20%

0% US Taiwan Malaysia Thailand Brazil Indonesia Poland China India

Traditional Channel

Modern Channel

RETAIL PROPERTY MARKETS IN BANGALORE

Bangalore had always been a major trading and business node for the region but the real estate markets received an impetus after it became the capital of the newly formulated state of 30

Karnataka. The city has a dense core dominated with retail, commercial and institutional activities. Development in Bangalore is concentrated around this retail and commercial hub Bangalore stands a close third to Indore and Delhi in respect to the percentage of census houses utilized for shops, offices, hotels, lodges and guest houses when compared to prominent cities in Madhya Pradesh and Chhattisgarh. (Kindly refer to the table on the earlier page). The retail areas in Bangalore can be categorized in to two broad divisions: Traditional specialized markets New emerging retail areas. Bangalore being a major trading and business hub for the entire region, has a large number of specialized markets for various commodities. Majority of these traditional markets are located in the central area of the city.

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CHAPTER-3 RETAIL MARKETING METHODS

Retail Marketing Techniques (Tools, Techniques, Area and Procedure)

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1. DIRECT MARKETING A. Advertisement Advertiser is to go for right message carrier or keeping in mind the cost, efficiency and specialties of the medium or media. City mall have various options for their brand promotion activities like indoor advertising, outdoor advertising, direct and display advertising. In indoor advertising City Mall can give their advertisement on NEWSPAPER, LOCAL MAGAZINES, LOCAL RADIO STATIONS, LOCAL TELEVISION CHANNELS, and MAKING FILM ADVERTISING ETC

In Outdoor advertising like POSTERS, PRINTED DISPLAY WALL PAINTING ETC describe about the City Mall Direct advertising is the best way of reaching the customer. Direct advertising covers all printed matter where it cover all the related information about the City Mall like brands, food and beverages, entertainment, gaming zone etc and distribute house to house by personal delivery, placed in automobile, handed over all the retail outlets.

B- Hoardings - To draw the attention of the people in Raipur, hoarding is one of the best ways to advertise about City Mall. Hoardings are placed in the conspicuous places like 33

RAILWAY STATION, AIRPORT, BUS TERMINALS, CINEMA HOUSE, RENTED BUILDING, PARK etc 1. Direct mail. With the rise of email marketing, direct mail has fallen out of favors, though it is still a cost-effective way to advertise in many industries. To be successful, your directmail piece should look professional and feature well-written copy. Hire a professional copywriter and designer if these skills are beyond your ability. You may even be able to barter for design or writing work. 2. Voicemail. Even the outgoing message on your answering machine or voicemail system can help promote your business when utilized correctly. Make sure your message provides additional product or service information so that it works for you, even in the middle of the night. 3. Brochures. Brochures are still an effective way to present your product or service to new customers. They are relatively cheap and easy to print, and you can distribute them by mail or by leaving them at locations where they will be noticed. A professional-looking brochure can help convince potential customers who are still on the fence about your products. 4. Press releases. The only thing better than cheap publicity is free publicity, and well-timed, professional press releases can result in just that. By timing a product launch or promotion to coincide with a related local or national event, you may be able to convince editors to include your release in their media vehicle, be it newspaper, radio, or television. 5. Case studies. Case studies aren't just for scientific applications. Studies of your products in action can help your potential customers learn more and make an educated decision before they buy. 6. Referrals. Referrals are probably the single best way to attract new customers. If you do something well, people will talk about it. Offering incredible customer service to your clients will ensure that you end up with satisfied customers who are willing to share your information with their friends and colleagues. 7. Radio interviews. If you can speak knowledgeably about your product or service and tie it effectively with current events, radio interviews are a great way to reach a wide audience and improve your customer base.

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8. Affiliate programs. Online affiliate programs are one of the most cost-effective ways to market your products to a wide range of potential customers. You have the benefits of a commission-based sales force but without any of the hassles of managing actual employees. 9. A well-designed Web site. Your Web site is the first impression of your company for many of your customers. Make it a good one. Your site should provide information about your product or service in a clear and intuitive format. Many people prefer to do their research online before making a purchase, so make sure that your site leaves your customers and prospects with the right impression. 10. E-zines or Newsletters. When you provide interesting and informative content related to the products you sell, you can turn a subscriber list into a frequent buyer list. If you do not have the time to run your own e-zine or newsletter, you can submit articles with your information to different publications. When you are perceived as a knowledgeable expert, potential customers know that they can rely on you for quality information and quality products.

2. INDIRECT MARKETING
1. SPONSORSHIP; - City Mall can sponsor some of the events which are organized in Raipur city or near by. Sponsorship is also one of the strong medium for their promotion. They can sponsor in the EVENTS and FUNCTIONS which are organized by some reputed College, can also sponsor in local tournament in games like Cricket, Football, Hockey. Events organized by the State government i.e. NAMMA-UTSAVA. They can also sponsor some great talent show that represents state in National level or International level EVENTS;- Events like FASHION SHOW, LIVE MUSICAL SHOWS, HOUSIE, COMPTETION for customers, RADIO QUIZ,

3. COMPANY PROFILE
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Directors Profile:
Shri Sanjay Gupta: S/o Mr. K.K. Gupta, aged about 39 years, is from well known Gupta family from Bangalore. He is in business since 1988 and of late has diversified his business portfolio. He is having well experience of Rice Mill, Sponge Iron, Ferro Alloys, construction and ware house business. He is a Director in Blue Diamond Construction Co. Ltd., a well Known NBFC Company. He is also Partner in M/s Shankar Trading Co. & M/s Shiv Trading Co. (Both Rice manufacturing concerns), & Shankar Ware House. To satisfy his aspirations of excelling in diversified fields he has ventured in real estate business by floating a company i.e. City Mall Developers Pvt. Ltd. He is the main promoters of this company.

About the City Mall Developers Pvt. Ltd

City Mall is the first mall of Raipur which is the capital of Karnataka. This is having collection of all brands & has become one stop shop. It is having 60 brands & one multiplex i.e. Inox which is the No.1 brand of multiplex & has been awarded for its excellence. It is located in N.H Road No.6. Its total area of construction is done in 3.5 lakh sq.ft. This mall is totally air conditioned. It has given a huge area for parking 600 cars can easily be parked & 1000 two wheelers can be parked without having any problem. And parking area is done beneath the mall in the basement. The mall is having an entertainment room which is about 10000 sq.ft area & one food court which s about 3000o sq.ft. The important thing is that it is having atrium 900 sq.ft. This provides the natural light to the mall. City Mall Developers Pvt. Ltd. is having a excellent security. They have hired Knight Frank for providing security, housekeeping & technical work. They have 3 bouncers which are their for the safety of people & help in avoiding any mischiefs & fight. They dont have any authority for beating people.

Vision
To make it a final destination for the people of Bangalore

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Mission
To develop the city so to increase the awareness among the people about the new culture

Values
1. Seamless integrated client services. 2. Our pioneering & creative people respect diversity. 3. Innovation & agile technical excellence in a high performance culture. 4. Responsible corporate citizenship in all the communities where & live to contribute to our customer to our customers success by giving them a comfort environment.

About the Organization

Top Management: Mr. Sanjay Gupta

Designation: Managing Director 37

Mr. Durgesh Kumar Singh Mr. Parasmal Jain Mr. Vinod Sahu Mr. Lal Chand Sharma Mr. Samir Daniel Mr. Tarbez Rahim Mr. Pratab Singh Mr. Santosh Pandey Mr. Nemin Korram Mr. Surekha Yadav Mr. Vishal Daniel Mr. Radha Awasthi Mr. Naveen Rawat Mr. Tarun Kumar Biswas Mr. Brahmanand Gupta Mr. Sahdev Ram Mr. Prem Nirmalkar Mr. Paramanad Prasad Mr. Chandrika Verma

General Manager

Knight Frank (staff members)

Officers: No. of Security Staff No. of Housekeeping staff No. of Technical Staff

No. of people: 56 72 30

STATEMENT OF PROBLEM

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City mall is the first shopping mall in central India which covers whole chattishgarh as its focal point. The problem were being analyzed was the awareness of people who often visited City mall. Due to lack of footfall they unable to cover up expected revenue as well as unable to generate profit, being the center of attraction in raipur the traffic count was inclined in slow accelerated momentum despite of rapid pace. City mall was the privilege for the people but their expectations levels are growing as per the days goes. Their curiosity towards upcoming Malls( Magneto, Treasure Island) were raising but the City mall unable to meet the expectation level what the City mall was actually deserved.

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NEED OF THE STUDY

ABOUT CITY MALL

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Today Raipur has been counted under the fast growing city in India. In current scenario the City Mall has established as a first Mall in Bangalore. Therefore it enjoys the monopoly in its sector. With the rapid development of Raipur in every sector, this sector is also not been left untouched by the development. The competition is coming hard for City Mall, as by the end of this year couple of Malls will be introduced and it will have a great effect on the lifestyle of the city. This will be a great boon for the society of the city. City mall has to find a good competitive edge to over come this competition.

REAL ESTATE SCENARIO OF BANGALORE General real estate trend in Bangalore has shown upward trend in the last few years. The city has witnessed large scale construction and development activities in the last three to four years. The prime reasons could be attributed to creation of Karnataka as a separate state and Bangalore as it capital, which led to adding an administration function to the existing trade and business function and migration of population in the state. The decision of creation of new capital, which envisages an addition of about 6.0 lakh population by 2020 is also one of the prime reasons for increase in land transactions and development activities. The city has a dense core dominated with commercial and retail activities. Development in Bangalore is concentrated around the retail and commercial hub. The property prices in Bangalore are at a premium in this hub and along the NH 6, G E Road and the Ring road leading towards Hosur. The major trading and business area being centered in this core area and the land prices here are high. The central part of the city is developed and one can hardly find large vacant land parcels available for in the heart of the city. The city has a dense core dominated with retail, commercial and institutional activities. Development in Bangalore is concentrated around this retail and commercial hub and along the NH 6, Grand Eastern Road (NH-6) and the ring road leading towards Hosur. ABOUT CITY MALL:The CITY MALL is the first Mall of C.G. and really playing a distinct role for performing and providing a conspicuous service to the customers. The staff in this family is driving force to create a high class shopping mall that would be an ultimate destination of shoppers and joy makers crowds of Bangalore. Bangalore is primarily a commercial city. Traditionally, the city of Bangalore has been described as "an agricultural-processing and saw-milling town". The city is located centrally in the state of Karnataka, and now serves as a regional hub for trade and commerce for a variety of local agricultural and forest products. The traditional face of the city is changing, and the city of Bangalore and its neighborhood are now becoming an important regional commercial and industrial destination for the coal, power, steel and aluminum industries. Close to Bangalore, several industries have developed. Several cement units, marble cutting and polishing industries, granite cutting and polishing industries forms primary occupation in the region.Bangalore is Indias biggest iron market - there are about 170 steel rolling mills, 170 sponge iron plants, more than 250 steel plants, 800 agro-industries and 70 Ferro-alloy plants in and around the city. There are more than 300 rice milling plants, and all major cement manufacturing companies have a presence in the city. 41

Several large industrial projects in cement, steel and power sectors is expected to be the engine for accelerated growth of the state.. The city of Bangalore is located near the centre of a large plain, sometimes referred as the "rice bowl of India", where hundreds of varieties of rice are grown. The Cauveri River flows to the east of the city of Karnataka, and the eastern side has dense forests. The Maikal Hills rise on the north-west of Bangalore Bangalore city is situated on the Tamailnadu-Tirnanvelli route of Indian Railways and is well connected with such important places as Andhra, Kerala, Tamilnadu, Secundrabad and Hyderabad. National Highway 6 passes through the city of Bangalore, and National Highway 43,200,12A links the city with Hubli and Dharwad. It is well connected by road, air and rail to all important places of India. Bangalore Airport is situated in the outskirts of the city, and is popularly known as Bangalore Airport. It is the sole commercially operating airport of Karnataka state.Air links to the city were revived after the city became the state capital. Along with Indian, which connects the city with Bhubaneswar, Chennai, Delhi, Mumbai, Nagpur and Visakhapatnam, Air Deccan flies to Mumbai, Delhi, Kolkata, Bhubaneshwar, Ahmedabad, and Ranchi, and Jet Airways has a daily flight to Bombay (Mumbai) and Delhi. COMPARISON OF CITY MALL WITH OTHERS MALL:As it is going to be 1st year of CITY MALL on 16 Aug 2008, from the last one year it has been serving the better qualities of products to the customers, but if we looking ahead there is three big competitors are establishing themselves, and they are the TREASURE ISLAND, MAGNETO MALL & CITY CENTRE which are about to open by the end of this year. After opening these three Malls, here few questions are arises and they are: 1. City Mall will retain its customer? 2. Footfall may affect the sales? 3. CITY MALL will retain its image?

City Mall has to make competitive strategies to compete with their rivals and to remain in the market. There are few strategies which are described below. 1. 2. 3. 4. Stability strategy Growth strategy Retrenchment strategy Combination strategy 42

City mall have to follow these strategies to compete against their rivals, because as we know the scenario of the Bangalore city big giants in this sector are coming with more services and facilities then the existing. Therefore it will be a tough competition for City Mall to match the level with the others. The new malls are coming with such new concepts which are very much new for the Bangalore city like a three star hotel in a mall itself and the parking facilities up to three floors and new brands which were not introduced before. Brands like PVR cinema, Crossword-the book store etc. Now there will be more option available for the general public of Raipur city and near by the city for shopping and entertainment. If we look at the current scenario in Bangalore, life style of the people is changing very rapidly. From one aspect it is beneficial for the general public having options and from other aspect it is getting very challenging for the City Mall to survive in the market and to hold their there market share.

GLIMPSES OF FACILITIES OF CITY MALL:1. Total constructed build up area -3,50,000 sq.ft. 2. It is centrally Air conditioner. 3. Parking for 600 cars in open area, 200 cars in basement & 1000 parking for two wheelers. 4. There are 6 lifts- out of which 2 capsule lifts, 2 glass lifts, 1 lift for general, & 1 lift for Service(Goods) by Johnson lifts private limited. 5. .There are 8 Escalators- 4 for upward & 4 for downward- by OTIS Elevator Company (India) Ltd. 6. Services:- Apart from a Mall this will be a complete Family Entertainment place with its Gaming Zone with 4 Lane Bowling Alley, Food Zone 25 different counters of various tasty fast foods, snacks & Ice cream and cold drinks parlors. 7. INOX ushers in new standards in customer delight with more than 100 young, uniformed Inoxians, trained in Ushering, Box office, Concessions and Housekeeping, ensuring a comfortable and pleasant experience within the multiplex. High standards of hygiene and security within the complex complete the loop in providing world-class comfort. 8. The Mall is having an Entertainment Room which is about 10000 sq.ft area & one food court which s about 3000 sq.ft. 9. The Important thing is that it is having atrium 900 sq.ft. This provides the natural light to the mall.

ABOUT MAGNETO MALL:The Magneto Mall is one of the competitor of CITY MALL which will about to start on very short span of time. The Facilities which are going to provide by Magneto mall are:-. It will have 4 screens Multiplex by PVR, WESTSIDE as main anchor, Escalators & Capsule lifts, ample parking area on the basement, Hyper Mart, Multi Cuisine Restaurants, food courts, 04 Nos. Anchors etc. Further, it will provide enough attraction to the youths and adults alike in shape of Retail outlet of all branded items, Entertainment Zone, Video Games and other modern gadgets. 43

FEATURES OF MAGNETO MALL:1. Total constructed build up area -6.,00,000 sq.ft 2. 700 car parking. 3. 40000sq ft atrium. 4. 30000 sq ft. food court. 5. 4 screen multiplex. 6. Banquet Halls. 7. National & International brands. 8. Hypermarket. 9. Disco/pub. 10. Gaming Zone & restaurants.

ABOUT TREASURE ISLAND:It will be a one of the bigger competitor of CITY MALL. Treasure Island, Indore got the Best Designed Mall by CNBC Awaaz CRISIL Real Estate Awards 2007. It has 30 million sq. ft. of development through 33 projects in 25 cities across 11 states. The existing projects are in Chandigarh, Udaipur, Vadodara, Ujjain, Indore, Jabalpur, Bhilai, Nanded, Bangalore. Treasure Island Site location: Bannergatta Meenakshi Mall, Opp Meenakshi Temple, NH-4, Bangalore

SPECIFICATIONS OF TREASURE ISLAND:Land Area Total Construction No. of Floors Parking Gross Leasable Area(GLA) Hypermarket 3.33 Lakh Sq. Ft. 11.83 lakh Sq. Ft. 1 Basement + Ground + 7 Floors 3.08 Lakh Sq. Ft. 3.60 Lakh Sq. Ft. 1.59 Lakh sq. Ft. 44

Anchors

1.50 Lakh Sq. Ft.

Vanilla Multiplex Entertainment F&B and others Hotels Food Court Completion

3.09 Lakh Sq. Ft. 0.56 Lakh Sq. Ft. 0.20 Lakh Sq. Ft. 0.10 Lakh Sq. Ft. 1.30 Lakh Sq. Ft. 0.25 Lakh Sq. Ft. December 2008

The Group Head Quarters of Treasure Island is in Indore, Madhya Pradesh. The Anchor Stores and entertainment segment of Treasure Island are Big Bazaar, Pantaloon, Max, Mac Donalds , Pizza hurts. The food & beverages segment covers the Food Court, Specialty restaurants- Geoffreys, Sagar Ratna, Yana Sizzlers, and Moti Mahal. Last but not the least Treasure Island coming up with a Hotel with 100 rooms The Graph shows that TREASURE ISLAND is a bigger competitor of CITY MALL, while MAGNETO MALL are having the land area bigger than CITY MALL but the facilities they are going to provide to the customers that facilities are already providing by CITY MALL in a better way. The explanations of above graph are as follows:-

FACILITIES Total Construction Area Parking Food & Beverages Multiplex Floors

TREASURE ISLAND 11.83 Lakh Sq. Ft. 2000 Cars & 1000 Two Wheelers Mac Donalds, Pizza hurts. PVR 7 Floors

CTY MALL 3.50 Lakh Sq. Ft.

MAGNETO MALL 6.00 Lakh Sq. Ft.

800 Cars & 1000 Two 700 Cars Wheelers Food Court Food court INOX 4 Floors PVR 3 Floors

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4. SCOPE OF THE STUDY

Strategy and plan for CITY MALL

PLANNING PROCESS OF MARKETING
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1. Assessing opportunities and threats- The best process of doing this task is making SWOT analysis of the particular. By doing this the organization find the answer to the questions like What is the present business of the firm? (The present business of City Mall is to increase the awareness about the City Mall in all over Bangalore and increase Sales as per the basis of tenants As well as profit maximization with customer satisfaction) What is its present competitive position? (No competitive position till now) What opportunities it has within its reach? (Introduction of more brands and various promotional activities and also doing innovation to compete with their upcoming competitor like magneto and TI mall) 2. Establishing marketing objectives- It is the companys mission and objectives that influence and shape the marketing objectives. The establishment of marketing objectives is done by the marketing manager of the company; there can be various goals under every objective. This goals and targets may be financial and operating and it may be like Awareness And Status - The prime mission of City Mall is to make their status in all over the Chhattishgarh and people may come in City Mall with great ecstasy and draw a brand image as the name of City Mall in their mind. For making awareness and status quo the marketing management of City Mall needs to do promotional activities, advertising, introducing events etc. Profit Maximization - As per the tenant point of view they want to increase the awareness of their brand and can also earn profit and have strong position in the market to be competing. So that City Mall by doing the above marketing strategy and also by market research can increase their profit. If the footfall will increase then definitely sales will we increase, moreover profit will be generated.

Customer Satisfaction - The primary objective of the customer is their satisfaction; if the customer is paying for any product or services then he wants to be satisfied with that product. Self satisfaction is the main factor that customer keeps in mind while visiting the mall. If City Mall wants to provide good services to their customer, it has a need to conduct a customer feedback time to time so that it help to know that where the mall can lacking behind and it require changes. 47

3. Making strategies and policies- These strategies and policies are the results of marketing objectives. A policy is a broad statement that clears what a person is permitted to do, without making proper strategies the target and the goal of the company cant be achieved fully. Thus by adopting good strategies and policies a marketing manager can achieve the best results with limited resources. SOME STRATEGIES ARE 1. The strategy for City Mall is to fill all the empty shop available in the mall. 2. The ultimate goal of the City Mall is to make higher profit and market share. 3. Maximum and best possible utilization of the resources like manpower, financial, and operation. 4. Tenant having objective of increasing their sales and customer base. 5. By providing them discounts on purchase, having record of their customer like address, anniversary date, their compliant, their suggestions and updating them whenever there is any sale or discount season. 4. Programming of operation- According to the input of policies and strategies the management of City Mall has to make programmers for each function and sub function of marketing department. Programme is a major course of action that enables the manager to achieve the objectives within the frame of policy guide line. This programme is based on procedure, rules, budget, and methods which come under the umbrella of City Mall. The strategies have to framed under the rules and regulation formed by City Mall, and while preparing the strategy they also have to follow some procedure which comes under the criteria of City Mall. And the committee or the team whom so ever is preparing the strategies have to frame the budget. Tenant have to cover the areas like Product mix i.e. varieties of product, Sales force plan, advertising and distribution channel. 5. Developing marketing mix (Finance, Purchasing, Personnel, Intermediaries- . The preparation of marketing mix is done by the marketing manager of City Mall. This portion is to be handled by the top management of City Mall, so that top level management has to make coordination with their inter department which are taking care of finance department, purchase department etc. In this programme City Mall has to build up a unique ADVERTISING programme which help them to be stay in the market and also able to compete with their upcoming malls in Bangalore. In indoor advertising City Mall can give their advertisement on NEWSPAPER, LOCAL MAGAZINES, LOCAL RADIO STATIONS, LOCAL TELEVISION CHANNELS, and MAKING FILM ADVERTISING ETC. In Outdoor advertising like POSTERS, PRINTED DISPLAY, WALL PAINTING ETC describe about the City Mall. Direct advertising is the best way of reaching the customer. Direct advertising covers all printed matter where it cover all the related information about the City Mall like brands, food and beverages, entertainment, gaming zone etc and distribute house to house by personal delivery, placed in automobile, handed over all the retail outlets.

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Hoardings are placed in the conspicuous places like RAILWAY STATION, AIRPORT, BUS TERMINALS, CINEMA HOUSE, RENTED BUILDING, and PARK ETC. 6. Resource planning- The resource are mainly of three type physical, financial, and manpower. Resource planning is design in such a way that balances the marketing plan. Physical resources are advertisement development, materials handling, and warehousing. Financial resources are the finance and credit needed to procure the material and manpower from outside. The manpower resources are the number and quality of men and women needed to implement the programme. A. City Mall is doing best and optimal utilization of manpower resources. B. It has sections like cleaning, warehousing, gardening, security etc. C. All the manpower resources have knowing their responsibilities and they are well known that to whom they have to report. D. As per the analysis of the tenants their staffs is well defined and they are able to interact with their customer and able to defined about their brand.

7.Controlling the operation- When the master plan is made and the resource are prepared to achieve the marketing objective then t is very necessary that how the operation is been put. Controlling the operation means putting the plan properly into action. It can be done by checking the actual performance with the planned one fixing those performances and making note of the fluctuation. Different operation is performed by City Mall, so that it requires lots of control. Whatever complaints send by the tenants to the management of City Mall requires a quick response and follow up their complaints. 1. First of all City Mall has to make standard objectives like brand awareness of City Mall among people. 2. After preparing the standard try to implement the tools for advertising which is mention above for achieving the objective of City Mall. 3. After implementation part, management of City Mall checking the actual performance with the standard one. 4. By comparing programme the management of City Mall comes to know that in which area we are lacking behind. 5. At last after knowing the variances in the performance, the management has to put all the corrective actions to overcome the problem.

MARKETING STRATEGY

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Business Marketing Strategy #1: Gain Customer Confidence. Customer indecisiveness, skepticism, indifference, or confusion is among the top sales killers in the business world. It's up to organization to project an image of experience, quality, dependability, excellent customer service, and/or added value to your prospective customers in order to win their confidence. If organizations havent clearly communicated the advantages and solid reasons for them to do business with customer, then they'll be hesitant to commit and the sale will go to competitor. Business Marketing Strategy #2: Penetrate awareness of target audience by using some form of integrated marketing. In other words, the more ways the public hears about organization, the better your chances are for achieving brand recognition, credibility, and greater market share. Effective marketing is partly the result of exposing target audience to name and selling points (unique selling proposition) as often as possible(frequency), in as many ways as possible, and as cost-effectively as possible. Marketing Strategy #3: Sincere enthusiasm, in both print and in person, is contagious. If you deeply believe in your products, services, your company, and yourself, then organization prospects will pick up on that passionate attitude and feel confident and optimistic about doing business with you. Small Business Marketing Strategy #4: Purchasing is an emotional decision. Instill in your prospects good feelings about your company, your business relationship with them, and how organization can improve their lives or solve their problem. Accomplishing that is at least as important in the sales and marketing process as focusing attention on product features and benefits. Business Marketing Strategy #5: Dispel distrust. Gain customer confidence and overcome potential feelings of distrust by offering written guarantees of satisfaction whenever possible, customer testimonials, references, and by joining respected and well-known professional organizations, such as the Better Business Bureau, Chambers of Commerce, and industry associations. Marketing Strategy #6: Impose a deadline. Counteract one of the biggest obstacles to closing a sale known to mankind: procrastination. To overcome the natural human tendency to deliberate, postpone, and delay, it's often necessary to inject a sense of urgency into your ads, sales presentations, and marketing messages. Whether supplies are limited or prices are going up at the end of the month, some prospects need to have a deadline or an incentive to motivate them to take action now.

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5. OBJECTIVES OF THE STUDY

Customer Relationship Management

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CUSTOMER RESEARCH

1. Organization may endeavor to achieve the customer service objectives. Objectives should
be easy to understand and try to compare with the competitors objectives. 2. Organization may emphasis that what are the services provided to their customer and tenants like repair, maintenance, customer help, technical help, complaint handling and other services. 3. The organization must check that the services are not free, and the services should be priced effectively. We have done the short survey among visitors of CITY MALL. And also tries to determine the awareness of City Mall36. It will help the Management to improve the services for the customers and other visitors. There are various factors which we are targeted:-

Factors
1. 2. 3. 4. 5. 6. 7. One stop shop Branded Products Entertainment Shopping Status symbol Advertisement Centre of Attraction

Views of customers
Yes Good Availability/ Very Good 2nd Main Attraction/ Very Good Main Attraction Yes Below average Shopping & Entertainment

PROCESS OF RELATIONSHIP MANAGEMENT

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1. SEGMENTATION- Organization should consider the value and historical behavior of its customer in relationship to the organization and its products and services. Therefore according to the product and services of the organization the consumers are divided. City Mall can define their segmentation criteria to attract their customer and control the market of Bangalore. First of all management need to study the behavior of Bangalore people by knowing their economic factor, fashion statement, buying capacity, future demand etc after that move to the customer response part by analyzing their benefits, usage etc. 2. ANALYSING CURRENT BEHAVIOUR- Behaviors of the customer should be compare with the existing buying pattern. Different customers have different behavior and attitude with different products, therefore by analyzing their behavior and the satisfaction of the customer to some extent can be reached. As per the survey of the customer, they are satisfied with the product and services provided by City Mall. But it may see that most of the people came here just for fun and enjoyment with their friends, they dont opt for buying. City Mall needs to create an environment in their organization where people can go for shopping as well as entertainment. According to the feedback of the customer, they have a noteworthy point that mall dont have more ladies brands, so it is necessary for the mall to introduce more ladies brands where it can retain their customer.

3. DEVELOPING STRATEGY TO ACHIEVE TARGET BEHAVIOUR- A plan or a series of plans should be made to achieve the target behavior to each segment. The strategy should be made in such a way that it covers every segment of the customers, so the result will be beneficial for the organization. City Mall requires making a strategy to achieve their target customer. They have to make strategy for meeting the need of their customer like advertising of the Mall, it may include indoor, outdoor, and direct and display advertising. Secondly promotional activities like coupons, contest for customer, gift, sales contest etc has to introduced.

4. BEHAVIOUR MAINTENANCE- Before implementing the strategy it is necessary to test it on a small part of each segment before being rolled out. This process is done to rectify the strategy before bringing to action. This could be helpful to reach out the proper conclusion of the customer behavior. All those strategy which was suggested by the customer and tenants should be implement before as test sample, it may help organization to test their strategy whether it will work or not.

MAINTAINING CUSTOMER RELATIONSHIP

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1. Show your gratitude toward them by sending them helpful news, Christmas and bday cards of the day they become your customer. 2. Making them aware of the new arrivals to stay in touch and increase sales. 3. Offering them the best deal in the way of discounts and other sales promotion activities to make them happy. 4. Endeavour to use a well thought-out recovery programme for lost time and money if they face any problems with product or services. 5. Keeping a good data base of the customers including their name, hobbies, and especially their behavioral style. 6. Details of the customer should be kept confidential and it should not be disclosed without their permission. 7. Keeping a good communication with your customers by allowing them to give suggestion to give everything and anything. 8. Quick response on the complaint and suggestion send by the customer and tenants to the management. 9. Monthly meeting should be conducted between store mangers and management

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Business Strategy Perspective on CRM We propose a model, which is a hybrid, and typical of many of the models and diagrams of CRM. The model has three key phases and three contextual factors: FPRIVATE "TYPE=PICT; ALT=Customer Relationship

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T hree key phases: 1. Customer Acquisition. 2. Customer Retention. 3. Customer Extension. 4. Marketing Orientation. 5. Value Creation. 6. Innovative IT.

Three contextual factors:

1. Customer Acquisition - This is the process of attracting our customer for the first their first purchase. City Mall can acquire their customer. Growth - Through market orientation, innovative IT and value creation we aim to increase the number of customers that purchase from us for the first time. 2. Customer Retention - Our customer returns to us and buys for a second time. Management of City Mall keeps them as a customer. This is most likely to be the purchase of similar product or service, or the next level of product or service. Growth - Through market orientation, innovative IT and value creation City Mall aim to increase the number of customers that purchase from us regularly. 3. Customer Extension - Customers are regularly returning to purchase from City Mall so that City Mall can introduce products and services to their loyal customers that may not wholly relate to their original purchase. These are additional, supplementary purchases. Of course once their loyal customers have purchased them, goal is to retain them as customers for the extended products or services. 58

Growth - Through market orientation, innovative IT and value creation we aim to increase the number of customers that purchase additional or supplementary products and services. 4. Marketing Orientation - The wholes organization or management of City Mall is focused upon the needs of customers. Customer needs are addressed by the Three Levels of a Product whereby the organizations not only supplies the actual, tangible product, but also the core product and its benefit, and also the augmented product such as a warranty and customer service. Marketing orientation will focus upon the needs of consumers for all three levels of a product. (N.B. 'market' orientation and 'marketing' orientation are not the same). 5. Value Creation - centre on the generation of shareholder value based upon the satisfaction of customer needs (as with marketing orientation) and the delivery of a sustainable competitive advantage. 6. Innovative IT - is exactly that - Information Technology must be up-to-date. It should be efficient, speedy and focus upon the needs of customers. Whilst IT and/or software are not the entire story for CRM, it is vital to its success. CRM software collects data on consumers and their transactions. Huge databases store data on individuals and groups of individuals. In some ways, CRM means that an organization is dealing with a segment of one person, since every consumer displays different purchasing habits.

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RESEARCH METHODOLOGY

1. Descriptive Vs Analytical:- In a descriptive research, a researcher has no control over the variables. He is only concern about what has happened or what is happening. In this method, Researcher has prepare a report or documents on the basis of the survey and data collection while in a Analytical research design, data are already provided to the researcher and on the basis of these data they try to analyses and come to a conclusion.

2. Fundamental Vs Applied:- In Fundamental research, researcher try to solve the existing problem of the society and business organization. In applied research the problem is been generalized by the researchers. 3. Quantitative Vs Qualitative: - In quantitative research the research can be measured in terms on quantity like sales etc. And in qualitative research the can be measured in terms of quality like motivation of employee.

4. Conceptual Vs Empirical: - This research is generally used by the philosophers for their studies. They try to research on the same theory again and again and come up with the new theory. In the empirical research the researchers try to study on the new concept and make a new theory as per their survey.

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RESEARCH DESIGN
The survey of concerning literature: -

Survey of studies has already made in City mall as well as made by the researcher for precisely formulating the problem. We should also make an attempt to apply concept and theories developed in different research context.

Experience survey:-

We conducted a survey of people who are competent and can contribute new ideas. We must prepare an interview, schedule for the systematic questioning of informants.

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PRIMARY DATA
(Feedback of Customer and Tenant about CITY MALL)

Analysis of Questionnaire:-

After the completion of feedback, the conclusion we made is that customers visits the CITY MALL is weekly as well as quarterly.

The age groups between 15 to 25 are found in maximum numbers here mostly with their friends in evening time, after this sections the family section are also found in good number.

If we consider the brand available here are very much satisfactory and covers the expectation of customers. The maximum visitors find the atmosphere of CITY MALL friendly and partly informative especially in the weekends. The new concepts of introducing Shopping Mall in the Bangalore city is a worth decision and according to visitors it can also change the Life Style of city.

While talking to the visitor they said that INOX and Gaming Zone are the best way for entertaining themselves, so the overall conclusion is that, Apart from a Mall this will be a complete Family Entertainment place with its Gaming Zone with 4 Lane Bowling Alley, Food Zone 25 different counters of various tasty fast foods, snacks & Ice cream and cold drinks parlors.

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60 50 40 30 20 10 0
One stop shop branded products Entertainment Shopping Status symbol

15 - 25 25 - 35 35 - 50

Advertisement

Centre of Attraction

FIG: - GRAPH SHOWING CUSTOMERS SATISFACTION LEVEL Additional Comments as per the survey:1. 2. 3. 4. 5. 6. 7. Parking cost is high. Water facility should be improved with the Glass. House keeping is good. Security is good. Cleanliness and improvement are required in Ladies toilets. Sitting arrangement must be on every floor. Play ground for kids under the age of 4 to 11 should be here in outside of CITY MALL.

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TENANT RESEARCH
This report is based on the feedback provided by the tenant and the factors included are:1. PROMOTIONAL ACTIVITIES. 2. SERVICES AND FACILITIES. RELATION WITH MANAGEMENT. TRAFFIC COUNTS ON THE STORES. RESPONSE AND FOLLOW UP ON THE COMPLIANT.

3. 4. 5.

According to the feedback which was provided by the tenants, the basic reason for selecting their store in City Mall is that because of first Stylish mall in Bangalore, so that they find a good footfall in their store as well as better sales generate. They had a strong image about the City Mall and they find a best place to interact with the customer and it will also acquaint with the brands. Tenants feel that City Mall is a family status shop as well as income level because people came up with their family for shopping and the best part is that they also find entertainment facilities which are provided by Mall. Tenant also satisfied with the merchandise display of the Mall all the things is properly arranged in its place, so that it helps the tenants to attract customer.

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60 50
TENANTS

40 30 20 10 0
Promotional activity Services & Facilities Relatoinship with mnagement Traffic counts Response & follow up

MAJOR FACTORS

SATISFACTION LEVEL OF TENANTS

FIG: - GRAPH SHOWING TENANTS SATISFACTION LEVEL

1. PROMOTIONAL ACTIVITIES: - The satisfaction level of the tenant is not up to the mark by the promotional activities of the City mall to attract the customer. The events and programme organized by the management should be attractive and must target the regular as well as new customers. The events and programmes which mainly take place on the weekends should be changed and the weekdays should also be considered. Promotional activities have to cover all the aspects of the brand as well as City Mall, which will be beneficial for the mall as well as branded stores. Promotional activities makes customer informative and aware about brands which will more beneficial.

2. SERVICES & FACILITIES: - Services like exterior maintenance, cleanness is pretty good and the tenant are quit happy with this, The feedback was appropriate on the service department of City Mall, but the security department specially the problem of shoplifting is very often in every outlet. The demand is that the department should fix a person on the main exits of the City Mall to check the bill before leaving or particular tags should be provided on the product to stop the piracy.

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3. RELATION WITH MANAGEMENT: - Relationship with management and their customer plays very important role in every organization. According to the feedback of the tenants, they are not satisfied with the communication with the management. There is no proper communication between the store manager and the central manager. The tenants demand here is direct meeting with the management at least once in a month. 4. TRAFFIC COUNTS: - Most of the tenants in the City Mall are not at all satisfied with this factor mainly on the weekdays. The main comment here was that the footfalls are less then the expectation in their stores. Most of the tenants are able to make the average output from their store because of fewer sales. The customers mainly visit in the weekends and the conversion power is quit less as per the footfalls, and in the rest of the week the footfall in even less. 5. RESPONSE AND FOLLOW UP: - According to feedback of the tenants, the response of the management toward their complaint is mostly slow, but some of the tenants find the response appropriate but the follow up is poor. Most of the time the service request which is sending to the management is not taken properly which makes delay in the follow up. COMMENTS BY TENANATS 1. 2. 3. 4. 5. 6. 7. Organize events and introducing promotional activities. Improving security services. Introduce more ladies brands. Meeting with Management must be in a month. Maintenance charges are too high in respect to Facilities are low. Events should not take place on Saturday & Sunday. Rents of shop should be low.

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SECONDARY DATA
Secondary data means that data are already available that is we refer to the data which have already collected and analyzed by some one else Book Different Websites. Magazines Newspaper

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SAMPLE DESIGN
1.

Sample list (Make a list in which we have to cover the area of Raipur for
taking as a sample). Area covered for Customer feedback are M.G Road, , Shanker nagar, Saraswati nagar, Meenakshi Mall This list will help us to know from where our maximum crowd is been coming .If the ratio is found un appropriate like , how much part of the city is covered and what measures should be made to increase the list.

2.

Sample unit: - The survey which was conducted was on the basis of visitors and
the tenants the sample size taken here is 40 for the visitors and 60 for the tenants. The feed whish was collected has been included in this report. The behavior of the customers their needs their suggestion has been taken into consideration. The same is done for the tenants over here, what more they want from the centre is absorbed here.

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POPULATION
The prime reasons could be attributed to creation of Karnataka as a separate state Bangalore as it capital, which led to adding an administration function to the existing trade and business function and migration of population in the state. The decision of creation of new capital, which envisages an addition of about 6.0 lakh population by 2020, is also one of the prime reasons for increase in land transactions and development activities.

SAMPLE SIZE
The survey, which was conducted, was on the basis of visitors and the tenants the sample size taken here is 40 for the visitors and 60 for the tenants. The feed whish was collected has been included in this report. The behavior of the customers their needs their suggestion has been taken into consideration. The same is done for the tenants over here, what more they want from the center is absorbed here.

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METHOD OF DATA COLLECTION

INTERVIEW METHOD: - This method involves collecting data by

presenting of oral, verbal, stimuli and responses to them.

QUESTIONNAIRE METHOD:

- Another method of data collection,

consisting of some question about the related topic and to be filled up by the targeted samples. OBSERVATION METHOD: - The observation method is most commonly used specially in studies relating to behavior science. In this way we all observe things around us.

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DRAFTING OF A QUESTIONNAIRE
CITY MALL36 DEVELOPER Pvt. Ltd.
You are invited to join a short survey being held among the visitors of city mall and also to determine the awareness of city mall. It will help us to improve our services to you and other visitors, all information about you will be kept confidential and not given to any third party. Name: Gender: - M Place: Occupation: Date: F / /

1. How often do you visit City Mall?

a) Daily

b) Weekly

c) Monthly

d) Quarterly

2. Which age group you belong to? a) 15 to 25 b) 25 to 35 c) 35 to 55 d) 55 above

3. With whom do you often visit City Mall? a) Family b) friends c) Partner

4. What time of the day normally you visit City Mall? a) Morning b) Afternoon c) Evening

5. Where was the last place you saw or heard about the City Mall? a) News paper b) Television c) Radio

6. What is your main center of attraction in City Mall? a) Shopping b) Entertainment c) Food & Beverages

7. Do you feel that City Mall is one stop shop? a) Yes b) No

8. Are you satisfied with the Brands, which are available in the City Mall? a) Yes b) No Mall?

9. What other option do you have for Shopping and Fun apart from City a) Mom n pop store b) Local Theaters c) Others

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10. Do you think that City Mall is right place to hang out? a) Always b) Occasionally

11. What kind of atmosphere you find in City Mall? a) Friendly b) Informative

12. What will you consider when you visit City Mall for Shopping & Fun? a) Money value b) Satisfaction c) Service

13. Are you satisfied with Merchandise display in City Mall? a) Yes b) No

14. Do you think that City Mall will change the Lifestyle of Raipur? a) Yes b) No

15. On a scale of 1 to 5 please rate your satisfaction level for the following factors in City Mall: a) Brands Availability. b) Accessibility of the Mall. c) Helpfulness/Friendliness of the Staff. d) Fun & Entertainment. 16. Please provide us with some comments/suggestions to improve the services at CITY MALL. _____________________________________________________________ _____________________________________________________________ _____________________________________________________________

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TESTING OF QUESTIONNARIE

Testing of Questionnaire:-

After the completion of feedback, the conclusion we made is that customers visits the CITY MALL is weekly as well as quarterly.

The age groups between 15 to 25 are found in maximum numbers here mostly with their friends in evening time, after this sections the family section are also found in good number.

If we consider the brand available here are very much satisfactory and covers the expectation of customers. The maximum visitors find the atmosphere of CITY MALL friendly and partly informative especially in the weekends. The new concepts of introducing Shopping Mall in the Raipur city is a worth decision and according to visitors it can also change the Life Style of city.

While talking to the visitor they said that INOX and Gaming Zone are the best way for entertaining themselves, so the overall conclusion is that, Apart from a Mall this will be a complete Family Entertainment place with its Gaming Zone with 4 Lane Bowling Alley, Food Zone 25 different counters of various tasty fast foods, snacks & Ice cream and cold drinks parlors.

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60 50 40 30 20 10 0
One stop shop branded products Entertainment Shopping Status symbol Advertisement Centre of Attraction

15 - 25 25 - 35 35 - 50

FIG: - GRAPH SHOWING CUSTOMERS SATISFACTION LEVEL Additional Comments as per the survey:Parking cost is high. Water facility should be improved with the Glass. House keeping is good. Security is good. Cleanliness and improvement are required in Ladies toilets. Sitting arrangement must be on every floor.

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DATA ANALYSIS TECHNIQUES

Tabulation. Drawing statistical inferences. Graphs. Coding.

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FINDING
SWOT Analysis
A. STRENGTH
1. First Mall in Karnataka: - As Bangalore is a developing city and a capital of Karnataka. The CITY MALL playing a vital role for changing the life style and introducing these new concept to the people of Bangalore. 1. All brands are located at one place: - Few year back the people of Bangalore were not aware about the branded products. Here in CITY MALL people can have nationalized as well as international branded products. And with these they can have ideas as well as knowing about different products & brands, with these it is helping people to changing their life style and perception. First MULTIPLEX is also located in CITY MALL:- As we see people of every age like to have entertainment and watch movies. But Multiplex s such place where we can have option to watch movies just reaching at one place. INOX is the first multiplex to open in the state of Karnataka and will house 4 screens and 1280 seats with playing 20 to 25 shows in a day. People can see movies of there choice with such nice facilities & multiplex hall. One stop shop: - CITY MALL is the only place where the people of Bangalore can say that it is a one stop shop as here consumer can go for shopping, entertaining and also for the taste of conspicuous recipes. Shopping Zone, Entertaining, and also for the taste of conspicuous recipes. Shopping Zone may covers lots of brands, INOX & Gaming Zones are the best way for interacting the customers. 5. Excellent infrastructure:- One of the major strength of CITY MALL is its interior infrastructure. It is located in N.H Road No.6. Its total area of construction is done in 3.5 lakh sq.ft. This mall is totally air conditioned. It has given a huge area for parking 600 cars can easily be parked & 1000 two wheelers can be parked without having any problem. And parking area is done beneath the mall in the basement. The mall is having an entertainment room which is about 10000 sq.ft area & one food court which s about 3000o sq.ft. The important thing is that it is having atrium 900 sq.ft. This provides the natural light to the mall. The interior centralized air conditioning from ground floor to fourth floor is helping customers to feel the presence of cool atmosphere.

3.

4.

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6. Covers old Raipur and new Raipur:-Strength of CITY MALL is that it is just 0.5km a distance from residential catchments areas and 4.5km from heart of city. It is situated on four lane express highway and there are 3 star hotels, restaurants and colleges are nearby around the CITY MALL. It is on a between Old Raipur and the proposed New Bangalore. .

B. WEAKNESS
1. Accessibility problem:-As we had gone through the strength of CITY MALL, but here are some glimpses of its weakness. One of the weakness of CITY MALL is Accessibility problem, for approaching to this destination the people of Raipur are having some problem like for instant, the distance from Majestic to CITY MALL is about 8 to 9 km (approx) and due to the hectic traffic between the ways so therefore it takes 45min to reach CITY MALL. To overcoming through this problem the CITY MALL can approach the Government to start buses from Majestic to CITY MALL. Still few stores are vacant:- As on the 2nd,3rd and 4th floors there are few stores which are about to open. The problem like shorting of footfall can be resolved or formalized if we focusing on these certain areas. Parking is costly:-As from the customers feedback the parking rates are so costly as compared to the parking facility. In CITY MALL there are huge area for parking, where around 600 cars and 1000 two wheelers can easily be parked. But generally on the weekends there is a problem on parking a vehicles due to lots of rush in CITY MALL. If we looking ahead the upcoming malls like MAGENETO and TREASURE ISLAND, they are providing the parking facility on every floor. So there must be some steps to be taken as to avoid these problems. 4.Limited footfall:-Limited footfall is another problem for CITY MALL, though the CITY MALL are providing lots of facilities and a branded products to the customers but as compare to that the Footfall are low. To interact or retain the customers and for profit maximization the CITY MALL should organized some events specially on weekend .They can sponsor in the EVENTS and FUNCTIONS which are organized by some reputed College, can also sponsor in local tournament in games like Cricket, Football, Hockey. Events organized by the State government i.e. NAMMA-UTSAVA 5. Lack of communication with tenants:- After doing survey with tenants, we come to know that lack of communication with them is also a weakness of CITY MALL. Almost all the tenants require a monthly meeting to the MD related to their requirements. So these are the main area where the Management of CITY AMLL should emphasis on it.

2.

3.

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C. OPPORTUNITY
1. Introduce more attractive brands: - The CITY MALL will have the opportunity of attracting the footfall of existing retail establishments in the locality. The brands which interact the customers eyes. 2. Can capture the market share of Bangalore as being the first Mall:- CITY MALL can capture the market share of Raipur and can capitalize on deficiency of quality leisure and entertainment destination in the region. 3. Introducing various kinds of promotional activities and events. - The promotional activities is the only way by which it interact more customers and retain the existing customers. The events which should be organized in weekends can capture the taste of a customers. As now after a year the few Malls are about to starts. This is a peak and a crucial time for CITY MALL to organize some events as to be a number one retailer in Karnataka. 4. Innovation and differentiation effort: - Bangalore has so far witnessed only specialized whole sale trade. The project can become a one stop destination offering a unique first hand experience for the people of Bangalore. Introducing famous brand of food hub.-As in present time the CITY MALL is having a Food Court with a no. of delicious items, but if we looking ahead the Treasure Island is coming up with Mac Donalds and Pizza hurts. These would be beneficial if CITY MALL should introduce these two food hubs before penetrating to Treasure Island in Bangalore.

5.

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D. THREATS
1. Arrival of other Malls in Bangalore:- Till now there is no such competitor in front of City Mall36 but at the end of Dec 2008 there will be grand opening of TREASURE ISLAND, MEGNETO, and CITY CENTRE in Bangalore. Treasure Island has already created their brand image in the mind of people in all over India. Over look of the Strength of Treasure Island 1. 2. 3. 4. Awarded by CNBC for best design mall in Asia. Will provide 3 star hotel facilities in their infrastructure. Parking facilities in every floor. More Brands will introduce.

2. Less purchasing power of general public:-One of the threats is a less purchasing power of people of Bangalore, though they have a revenue with them but the human psyche of people of Bangalore are tend to buy a products from local vendors. Because this new concept are not aware to them. For overcoming these problems the management should do advertisement by newspapers, radio & television as to awaken the public of Bangalore. 3. Brand unawareness:- as now in CITY MALL the brands available are nationalized and international as well. But due to higher rates of that brands peoples of Bangalore are avoid to buy it and for branded products they do not have knowledge. For overcoming to this problem CITY MALL should published a general magazine about their brands, technologies and soon 4. Satisfaction level of tenant. :- It is major area where CITY MALL should emphasis because tenants are the sales generator of CITY MALL. The problems like meeting with management should be done properly, make it sure that their will not be any communication gaps with them. The monthly charges must deserve the desire of tenants.

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CONCLUSION

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BOSTON CONSULTANCY GROUP (BCG) MATRIX

We try to relate city mall with this consultancy matrix to find out the future and conclude the present scenario of City Mall.

20 Growth In % 10 5

10

STAR CASH COW

Market share

PROBLEM CHILD DOG

Market Share

1.STAR:- This reflects the introduction stage of the product in market .when the product is new and innovative then it has the power to generate maximum output because of being different .The growth rate is high but the market share is weak. The product here needs to stabilize itself in the market to continue its profit making, increasing its share in the market .If it fails to do that in the future then the product is thrown out of the market. 2. PROBLEM CHILD:- The problem child is also shown as question mark , this is the growth stage of the product, the expenses on the promotion ,advertisements are very high and comparatively the market share is very less. There is very difficult stage of the product life cycle and so the generation of output should be so much that it should meet as much as expenses as possible. 3. CASH COW:- This is maturity stage of the product. The product here has a very good market capitalization, and enjoys a good healthy output from this. Every organization has a cash cow in their bag. This is the most satisfactory stage of the product, it has no complaints no issues in anything in the market just pure profit, in this stage the expenses on the promotional activities is also very low.

4. DOG:- This is the decline stage of the product , where the product is left with neither share or growth in the market, it becomes a burden for the organization . The output is low, no proper strength is left in the product then it is been thrown out of the market. Some product 81

has a good potential for the company, so it is being re launched with some additional features to it. The citymall36 is in the position of the STAR here, because it is in a introduction stage, and enjoys the monopoly in the market. But in coming few months its competitors will be in the market. Therefore it will be difficult for the organization to contain its market share and the growth in the market; otherwise it can be moved out of the market. If the growth stage is being controlled properly then it can become a successful product.

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METHODS OF ATTACAKING COMPETITOR

City Mall can use these following methods as there tool against their rivals to survive in market.

1. Attack on their Strength: - In this technique the strength of the competitor has to be analyzed properly and then strategy is made to over come against the strength of the competitor. 2. Attack on their weakness: - Here, the weakness of the competitor is identified. After the identification steps have to be implemented. 3. Pre Emptive attack: - Here the attack is made on the competitor as he is planning to attack on you. After this no chance is left with competitor to take any further step. 4. Guerrilla Attack: - When the competitor is much bigger then us, then this method is used. With the high market share and with highly influence the customer, in some area the competitor escape their services provided to the customer, so that in that area we penetrate in the market. 5. Attack on many fronts: - In this strategy, organization may have to acquainted or search for all the possible area in which they find a path to enter in the market and beat their competitor. 6. End run-offensive: - In this method, organization may search for the tools and strategies which are applied by their competitor to be stay in the market, after that they launch a new concept in the market which is better then their competitor without any promotion. Overall they can capture the market share because they have a faith on their brand and their product.

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Till now there is no such competitor in front of City Mall but at the end of Dec 2008 there will be grand opening of TREASURE ISLAND, MEGNETO, and CITY CENTRE in Bangalore. Treasure Island has already created their brand image in the mind of people in all over India.

Over look of the Strength of Treasure Island

5. 6. 7. 8.

Awarded by CNBC for best design mall in Asia.

Will provide 3 star hotel facilities in their infrastructure. Parking facilities in every floor. More Brands will introduce.

All these facilities will provide by Treasure Island and after that if we concern about MEGNETO MALL it will be the biggest mall in Chhattishgarh, it will cover 330 m area for their infrastructure which is much bigger than City Mall. They can advertise their brand in all over Raipur. The strength is that, the design of MEGNETO will be comparison of British style Mall. First PVR will be introducing by MEGNETO. The third competitor of City Mall will be CITY CENTRE which will open as a multiplex in Raipur. The best part is that it will open in between Pandri and Devendra Nagar which is one of the posh areas in Bangalore. Location will be their best strength because people can easy to assess and they can also enjoy the shopping with entertainment. According to the Market Research of Raipur, people have a great ecstasy about TREASURE ISLAND, MEGNETO, and CITY CENTRE. As per the feedback of the tenants and the customer todays scenario is that the general public of Bangalore wanted to live luxury life like metro cities, so that they want all the required information and all the facilities which will make them comfortable.

From the management point of view City Mall has to adopt Pre Emptive Attack strategy because as per the market research it will definite that by of the opening of other malls in Bangalore it will affect the footfall and it can reduce profit generation of the City Mall. Therefore by introducing the advertising strategy and brand promotion tools which we has mentioned above can make a strength of the mall and it helps to compete with their competitor. City Mall can retain their customer only by providing quality services and maintaining their relation with customer. If they can compete with their introducing competitor it is a right time for the City Mall to put their all affords in advertising, brand promotions, awareness programmer etc to hold customer

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RECOMMENDATIONS

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ADVERTISEMENT AND SALES PROMOTION

From the analysis of the data collected we came across that nearly 90% of customers as well as retailers/distributors voted for advertisement and sales promotion for branded products. Company need to promote its brands by means of advertisements and other promotional activities. Electronic media should be used to promote the products because it is the most powerful and influencing at present. Advertisement creates brand awareness among the people which is very important to sell a branded product. Brands can gain a lot of attention from well-placed newspapers and magazine. We can promote our brand by sponsoring events which is a strong brand building tool. Trade shows represent a great opportunities of brand awareness, knowledge and interest so the brands should be put forward in the trade shows.

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Some more important suggestions/recommendations

Put an end to the dictatorship of distributors. Retailer area should be given more attention. Make price list circulated properly to retailers. Make promotional tools. Margin should be increased or at least comparative to competitors. Company should appoint persons who would visit the retailers and convey them the schemes.

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BIBLIOGRAPHY

1. PHILIP KOTLER 2. NAMAKUMARI RAMASWAMI

3. WEBSITE

: : :

MARKETING MANAGEMENT. MARKETING MANAGEMENT. WWW.GOOGLE.COM WWW.WIKIPEDIA.COM

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