Project A&b

RELATIONSHIP MARKETING
BHARTI AIRTEL AT A GLANCE
Name of the company Business Boar! of !irectors
BHARTI AIRTEL LIMITED Telecommunication, Data service, Digital T , Teleme!ia Mr" #unil Bharti Mittal $%hairman & Managing Director' Mr" A(hil )upta Mr" %raig Ehrich Mr" Hui ,eng %henog Mr" Ni(esh Arora Mr" Ra*an Bharti Mittal H"E" Dr" #alim Ahme! #alim Mr" Tsun/yan Hsieh Mr" A*ay Lal Ms" %hua Evan +oong Mr" N" +umar Mr" -ula( -rasa! Mr" Ra(esh Bharti Mittal Ms" Tan .ong %hoo Mr" Mano* +ohli
%ompany #ecretary %E0 $In!ia' Registere! office
Mr" Mu(esh Bhavani Mr" #an*ay +apoor Bharti %rescent, 1, Nelson Man!ela Roa!, asant +un*, -hase 2 II, Ne3 Delhi 2 114 454, In!ia
Ban(ers #tatutory Au!itors Internal Au!itors M6s" #"R" Ratli7oi & Associates M6s" -rice3aterhouse %ooper -rivate Limite! M6s" ANB %onsulting private Limite! ,e7site http866333"airtel"in
Department of management studies, AIT, Chikmagalur
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CHAPTER-1
INDUSTRY PROFILE:
ABOUT INTERNET INDUSTRY: Internet is a 3orl!3i!e collection of computer net3or(s" Internet is a cooperative effort of many people an! organi9ations" The computers on the Internet can communicate 7ecause they are physically lin(e! an! 7ecause they share a common language calle! T%-/ I-" T%- $Transmission %ontrol -rotocol' is ma*or transport protocol that provi!e communication 7et3een t3o computers in the net3or(" I- $Internet -rotocol' is the net3or( protocol that provi!es communication 7et3een t3o net3or(s in the internet" Internet 3as first starte! in the year 1:;: 7y the Military of <nite! #tates 7y connecting ; university supercomputers" Later in 1:54s smaller colleges lin( their computers to the 7ac(7one sites" In 1:=4s the corporate research !epartments starte! to lin( their computers to pu7lic net3or( facilities an! finally private commercial net3or(s an! glo7al lin(s 7ring the internet every3here an! after that the internet in!ustry starte! to gro3 all over the 3orl!" Anyone in the 3orl! can contri7ute for the gro3th of the Internet, 7ut they shoul! have the technical (no3le!ge to han!le the internet" The people can uploa! an! !o3nloa! anything they 3ant, hence internet 3oul! gro3" Internet has ma!e the 3orl! smaller, as any one 7y sitting in any part 3orl! can a7le to contact any person in any part of the 3orl!" Because of internet the 7usiness 3orl! has su7*ecte! to a tremen!ous change" It shifte! 7usiness from slo3 moving phase to fast moving phase" It lea! the 7usiness 3orl! to travel in the spee! of 7ullet train" Hence no3 a !ays not only 7usiness people 7ut also a common man re>uire internet, it is also the people 3ho use it, to communicate an! to share information, even to 7uil! relationships an! communities"
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Internet is !eveloping as a culture that has gro3n 3ithin a virtual space, an! that has permeate! many aspects of our every!ay lives, hence it has 7ecome a 7asic nee! for a man"
INTERNET INDUSTRY IN INDIA: Even though internet 3as commercially starte! in 1:=4s, in In!ia it 3as launche! in 1::? 7y #NL $ i!esh #anchar Nigam Limite!' a state o3ne! corporation" In May 1::= National tas( @orce on Information Technology an! #oft3are Development 3as create! as the first action plan to create internet access to all the !istrict hea!>uarters 7y Aanuary B444" The )overnment legally starte! to allo3 the Internet #ervice -rovi!er $I#-' to use the voice over internet protocol in B44B" At the en! of B44; aroun! 1?4 Internet #ervice -rovi!ers got the license to offer the internet service" By the en! of B44= more than C?4 service provi!ers 3ere operating in In!ia 3hich inclu!es 7oth local an! national players" @rom the !ate of launching of the Internet till late B444s, the state o3ne! corporation B#NL ha! the ma*or mar(et share" But in the
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corporate Internet Airtel is lea!ing the mar(et 7y overta(ing B#NL, 7ecause of its vast array of services"
HOW INTERNET WORKS The Internet is li(e a vast transportation system for !ata" The system inclu!es an! connects local, regional, nation an! international net3or(s" This Internet is eDpan!ing !aily as more net3or(s an! computers are connecting to it"
The !ata an! the other information are uploa!e! to server through an I- a!!ress 7y any organi9ation" ,hen a user re>uests to access that information, he6she shoul! enter the a!!ress given to that organi9ationEs information an! then he6she 3oul! get the information from that server"
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USES OF INTERNET General Usage Internet acts as a virtual li7rary" To search the information @ast transmission of !ata -rovi!es shopping facility from any3here -rovi!es entertainment" Internet helps to !o3nloa! soft3are an! to use it It helps to share information, it may 7e photo, vi!eo or au!io"
B s!ness Usage Internet helps avail technical support It provi!es opportunity to 3or( real time It helps to share information It acts as a channel for mar(eting It helps to provi!e online assistance to customers Internet is the me!ia to pu7lish the information a7out the company" It is the 3ay to !istri7ute the soft3are among the employees" Internet is the tool to connect each an! every employee at each an! every minute"
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CHAPTER "
CO#PANY PROFILE:
A$ BACKROUND AND INCEPTION OF THE CO#PANY BHARTI AIRTEL formerly (no3n as BHARTI TELE ENT<RE# LIMITED
$BT L' 3as incorporate! on 5th Auly 1::?"In April B44; the company 3as rename! as BHARTI AIRTEL" #unil Bharti Mittal is the @oun!er of the company an! the company is having its hea!>uarters at Delhi, In!ia"
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BHARTI AIRTEL is a part of BHARTI ENTER-RI#E# provi!ing the telecommunication service throughout In!ia an! also in some foreign countries" BHARTI AIRTEL is the only company that has the access to all BB circles in In!ia" By the en! of Decem7er B41Bthe company has reache! more than B44 million customers in its In!ian customer 7ase" It has eDten!e! its services to all aroun! the 3orl! 7y having the access to B4 countries" BHARTI AIRTEL is the largest telecommunication service provi!er in In!ia 7ase! on num7er of customer an! glo7ally it stan!s in the Cr! position" It is the secon! largest provi!er of the fiDe! telephony after B#NL $Bharath #anchar Nigam Limite!'" It also offers 7roa!7an! an! su7scription television" The company has employe! aroun! B1,444 people glo7ally" BHARTI AIRTEL is the first company to start mo7ile 7an(ing, as a trial 7asis it has starte! its service in )urgaon near Delhi"
BHARTI AIRTEL is the first telecommunication company to offer F) $@ourth )eneration' service in In!ia, 7y launching the F) service in +ol(ata in April B41B" The +ol(ata launch 3as follo3e! 7y the launch of Bangalore, -une an! %han!igarh" It also gaine! the access to another F circles 7y entering into an agreement 3ith Gualcomm Asia -acific an! 7ecame the lea!er 7y having = F) circles in In!ia" The company is not only concentrating on the 7usiness eDpansion an! profit maDimi9ation, it is also concentrating on its social responsi7ilities" It has state! BHARTI foun!ation to help un!erprivilege! chil!ren an! young people" B$ NATURE OF THE BUSINESS CARRIED BHARTI AIRTEL outsources all its 7usiness operation eDpect mar(eting, sales an! finance" Its 7usiness is mainly categori9e! into four types" Mo7ile #ervices $)#M service' Teleme!ia #ervices $@iDe! telephone an! 7roa!7an!' Digital T #ervices Airtel Business $Internet solutions for corporate'
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C$ %ISION #ISSION AND &UALITY POLCY %ISION OF BHARTI AIRTEL Enriching lives means putting the customer at the heart of everything 3e !o" ,e 3ill meet their nee!s 7ase! on our !eep un!erstan!ing of their am7itions, 3herever they are" By having this focus 3e 3ill enrich our o3n lives an! those of our other (ey sta(ehol!ers" 0nly then 3ill 3e 7e thought of as eDciting, innovation, on their si!e an! a truly 3orl! class company" #ISSION OF BHARTI AIRTEL ,e at Airtel al3ays thin( in fresh an! innovative 3ays a7out the nee!s of our customers an! ho3 3e 3ant them to feel" ,e !eliver 3hat 3e promise an! go out of our 3ay to !elight the customer 3ith a little 7it more"
&UALITY POLICY OF BHARTI AIRTEL 0penness an! transparency / 3ith an innate !esire to !o goo! Empo3ering -eople / to !o their 7est Being @leDi7le / to a!apt to the changing environment an! evolving customer nee!s Ma(ing it Happen / 7y striving to change the status >uo, innovate an! energi9e ne3 i!eas 3ith a strong passion an! entrepreneurial spirit %reating -ositive Impact 2 3ith a !esire to create a meaningful !ifference in society"
D$ PRODUCTS AND SER%ICE PROFILE The company has gaine! an eDcellent >uality in offering various types of telecommunication services" The services offere! 7y BHARTI AIRTEL are as 7elo3" )#M mo7ile service
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Teleme!ia services Digital T #ervices Airtel %orporate ,i @i service ,i MaD Local Loop Internet lease lines Internet !ata center Ra!io fre>uency service $point to point' International -rivate Lease line Multi/-rotocol La7el s3itching National Long Distance"
E$ AREA OF OPERATION - GLOBAL'NATIONAL'REGIONAL The company is engaging in provi!ing a 3i!e range of services to local an! also overseas mar(et" The company is 3ell (no3n for its >uality of service" BHARTI AIRTEL starte! its operation from Delhi an! ma!e it as its hea!>uarters" Then it eDpan!s its operation throughout the nation an! also to overseas"
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-laces in In!ia 3here AIRTEL has its operation An!hra -ra!esh Assam Bihar Delhi )u*arat Haryana Himachal -ra!esh Aammu & +ashmir +arnata(a +erala +ol(ata Ma!hya -ra!esh Maharashtra Mum7ai North east 0rissa -un*a7 Ra*asthan Tamil Na!u <ttar -ra!esh $east'
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<ttar -ra!esh $3est' ,est Bengal
-laces outsi!e In!ia #ri Lan(a Bangla!esh 15 %ountries in Africa Aersey an! )uernsey $ ,ith o!afone'
F$ OWNERSHIP PATTERN S(are H)l*!ng Pa++ern Na,e Bharti Telecom Limite! -astel Limite! In!ian %ontinent Investment Limite! iri!han Limite! Total P /l!- S(are H)l*!ngs -u7lic T)+al C1"?4 100 Per-en+age ). ()l*!ngs F?"5 1?"?5 5"4 4"BB ;="?4
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G$ CO#PETITORS INFOR#ATION BHARTI AIRTEL is offering a num7er of services in In!ia an! also glo7ally, each an! every company in every 7usiness faces competition 3hether it may local or international mar(et" BHARTI AIRTEL is facing a stiff competition from many companies" The competition has reache! the severe stage as foreign companies are entere!" @ollo3ing are the competitors8/ B#NL MTNL Gua!rant televentures Reliance TATA D0%0M0 Tulip
H$ INFRASTUCTURAL FACILITIES: Infrastructural facilities are the 7asic re>uirements that a company shoul! provi!e for its employees in or!er to get the 7etter performance from them" BHARTI AIRTEL is provi!ing is all the infrastructural facilities to create a healthy 3or(ing environment in the company" BHARTI AIRTEL has 1B44 to3ers across In!ia "
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BB !ivisional office across In!ia" #ervice centers 5?4 across In!ia"

The Mo7ility 7usiness provi!es )#M mo7ile services in all BC telecommunications circles in across In!ia"
I$ ACHIE%E#ENTS ' AWARDS:

Most recommen!e! Telecom #ervice provi!er of the year B414 %onsumerEs truste! choice of the year B414 Top #AT service provi!er B414 Top Telecom %ompany for F years Euro @inance Treasury A3ar! B41B Guest F)r , In*!a & al!+1 A2ar* Best Mo7ile #ervice -rovi!er EDcellence in @irst -eople Initiative -orter -ri9e )ol!en -eacoc( National Guality A3ar! for the year B411 Best )lo7al ,holesale %arrier Top Telecom #ervices -rovi!er of the .ear B44: NDT -rofit Business Lea!ership A3ar! B44: M)s+ !nn)3a+!3e -),4an1
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)allup )reat ,or(place A3ar! 0vum Telco/Transformation a3ar! @) r E..!e a2ar*s a+ +(e E..!e A2ar*s "01" EDcellence A3ar! for #hare! #ervice %entre 0perations !n In*!a Best Guality #)/!le Ne+2)r5 Ser3!-e Pr)3!*er Most innovative #olution .)r A!r+el ,)ne1$ Best Enterprise #ervices -rovi!er
6$ WORK FLOW #ODEL As every company has its o3n 3or( flo3 mo!el, BHRATI AIRTEL is also have an uni>ue 3or( flo3 mo!el, that has lea! the company to achieve success" The companyHs 3or( flo3 mo!el is appropriate for its operations" Hence an eDcellent coor!ination has esta7lishe! in the 3or(ing place" The 3or( flo3 mo!el of the company is as 7elo3"
Approaching Customer
!n erstan ing customer "ee s

Acceptance Fulfillmentfrom of the the Customer higher officials nee
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$f nee can %e fulfille in the initial le&el
(es
Fulfill the nee at this le&el onl'
"o
#eferre to the higher officials
#eferre to the higher officials
Acceptance from the higher officials
Fulfillment of the Customer nee
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K$ FUTURE GROWTH AND PROSPECTUS To 7e the mar(et lea!er in the international level" To 7ecome the num7er one company in all types of telecommunication services" To 7e the largest service provi!er To maintain the service >uality an! to upgra!e accor!ing to the technological change To 7e the lea!er in !igital T an! teleme!ia services$
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CHAPTER-7
#CKENCY8s 9 S FRA#EWORK:
INTRODUCTION: The 5/s mo!el is 7etter (no3n as Mc+en9ie 5s" This 3as !evelope! 7y Tom -eters an! Ro7ert ,aterman 3ho ha! 7een consultants at the firm IMc+en9ieJ" They pu7lishe! their 5/# mo!el in their article I#tructure is not 0rgani9ationJ $1:=4' an! in their 7oo(s IThe Art of Aapanese ManagementJ$1:=1' an!J In #earch of EDcellenceJ $1:=B'" Aust as the 53on!ers of the 3orl! serve as the mirror to 3orl!Es 7eauty, so !oes these 5elements constitute the entire company as a 3hole"
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The mo!e consists of 5 elements" Those 5 elements are !istinguishe! in so calle! har! #Es an! soft #Es" The har! elements are feasi7le an! easy to i!entify" They are strategy, structure an! system of the organi9ation" The four soft #Es are har!ly feasi7le" They are highly !etermine! 7y the people at 3or( in the organi9ation i"e", style, staff, s(ills an! share! values"
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S5!ll: A s(ill is the a7ility, (no3le!ge, un!erstan!ing an! *u!gment to accomplish a tas(" #(ills may 7e !efine! as 3hat the company !oes 7estK the !istinctive capa7ilities an! competencies that resi!e in the organi9ation" The *o7 re>uirements, type of *o7 an! importance of *o7 gives rise to !ifferent s(ills in the !ifferent *o7s an! !ifferent !epartments of the company" The s(ill !iffers 3ith respect to performance of the *o7 for instance/ in >uality control they nee! an engineer an! in Mar(eting Department they re>uire post gra!uate 3ith eDperience in Mar(eting speciali9ation"
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Bharti Airtel has a huge s(ille! 3or( force" The company selects only the s(ille! people as its employees an! prepare them accor!ing to its re>uirement" The employees in the company are highly s(ille! hence the company has emerge! as the mar(et lea!er from many years" S+1le: Tangi7le evi!ence of 3hat management consi!ers important 7y the 3ay it collectively spen!s time an! attention an! uses sym7olic 7ehavior" If it is not 3hat management says is important, it is the 3ay management 7ehaves" In Bharti Airtel the employees are allo3e! 3or( in their o3n 3ay 3ith fe3 regulations" The employees are provi!e! 3ith all facilities re>uire! to create a healthy 3or(ing environment" Employees are free to give the suggestions an! their o3n i!eas that 3oul! support companyHs gro3th" S+ra+eg1: A companyHs long term plans in response to the anticipate changes in the eDternal environment are the strategies" #trategy sets out vision, mission, o7*ectives, ma*or action plans an! policies of the entire enterprise" These set out the picture of the organi9ation in the future" In a typical pattern, it spells out the overall organi9ation strategy"
Bharti AirtelHs strategy that has lea! the company to num7er one position is its >uality of service maintaine! at each an! every moment an! its innovation" The company has follo3ing !ifferent strategies in promotional an! sales" It is using the channel partnership as a strategy for sales" S1s+e,: #ystem on 5s frame3or(s refers to the rules, regulations an! proce!uresK 7oth formal an! informal rules complement the organi9ation structure" It inclu!es information system, pro!uction planning an! control system, an! 7u!geting system" Department of management studies, AIT, Chikmagalur
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Bharti Airtel has completely systemi9e! process in all the areas of operation" company is using the ER- system $Enterprise Resource -lanning' for the smooth flo3 information from one !epartment to another !epartment" hence all the operations in the company are systemi9e!" The top management has the full access to all to all its 7ranches an! other !epartments" Bharti Airtel has the proper set of proce!ures for organi9ing the 3or( an! to create the goo! 3or(ing environment" S+a..: #taff of the company is the asset of the company" %ompany 3oul! hire the people, traine! them 3ell an! assigne! them to the right *o7s" Employees are the functional unit of the organi9ation" Their selection, training, placement an! in!uction everything is important for the organi9ations" Bharti Airtel !eals 3ith the process 7y 3hich employees are recruite!, !eploye! an! !evelop their current position, future up/gra!ation are !oing", #election, training, re3ar!s, recognition, retention, motivation an! assignment to appropriate 3or( are consi!ering" As Bharti Airtel is a service offering company, staff is very important for it" hence it has given more importance in hiring the employees" The company hire speciali9e! people in their !omain an! eDperience! people" Hence company has more B1444 employees 3or(ing for it"
S(are* %al es: The spirit permitting in the organi9ation in turn is reflecte! in the values, attitu!es an! philosophy, the corporate values !efine the i!eas an! 7elief the i!eas an! 7elief 3hich gui!e the organi9ational operation 3hich lay !o3n the foun!ation of the organi9ations management philosophy an! give raise to particular culture" BHARTI AIRTEL 7elieves in the continuous improvement of the >uality of the service that is 7eing provi!e! 7y it" The company consi!ers employees as the greatest assets"
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It 7elieves that, If the employees are satisfie! then it results in the performance of the company" Hence company focuses on the fulfillment of the customer re>uirement 7y using the satisfie! 3or(force" The company is provi!ing all the 3elfare facilities to its employees, it has resulte! in improvement of the pro!uctivity" %ompany motivates the employees 7y a3ar!ing the 7est performing employees" It also encourages them 7y organi9ing the refreshment activities in the company" Hence the company is improving its performance 7y satisfying the employees"
CHAPTER < =
SWOT ANALYSIS
#,0T analysis is a conceptual frame 3or( for the systematic analysis that facilitates eDternal threats an! opportunities 3ith the internal 3ea(ness an! strength of the organi9ation" #,0T analysis 3oul! provi!e complete vie3 of the companyHs current position an! the plans that have to 7e un!erta(en in future to face the competition in the mar(et an! to succee! in the tough mar(et" Department of management studies, AIT, Chikmagalur
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INTERNAL FACTORS S+reng+(s

ery focuse! on telecom" Lea!er in fast gro3ing <ntappe! rural cellular segment #trong financial position 0nly In!ian company other than B#NL that has international su7marine ca7le @irst operator to start F) service in In!ia mar(et
E>TERNAL FACTORS O44)r+ n!+!es

F) Net3or( %overage Digital %overage
Wea5ness
High price!
T(rea+s
%ompetition from other operators #hortage of Ban!3i!th
Rural telephony
%orporate #ervice %overage
CHAPTER < ?
ANALYSIS OF FINANCIAL STATE#ENTS

Balan-e S(ee+ as ). #ar-( 71@ "01"
Par+!- lars As ). #ar-( "01" :Rs !n #!ll!)ns; E&UITY A LIABILITIES S(are()l*erBs F n* Department of management studies, AIT, Chikmagalur As ). #ar-( "011 :Rs !n #!ll!)ns;
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-ai! up share capital Reserves & #urplus I" %apital reserve II" #ecurity -remium III" De7enture re!emption reserve I " Revaluation reserve " Employee stoc( option outstan!ing I" Reserve for 7usiness restructuring II" )eneral reserve III" #urplus in the statement of profit an! loss N)n C rren+ l!a/!l!+!es Long term 7orro3ings Deferre! taD lia7ilities$net' 0ther long term lia7ilities Long term provisions C rren+ L!a/!l!+!es #hort term 7orro3ings Tra!e paya7les 0ther current lia7ilities #hort term provisions TOTAL
1=,:== ?1 F4,5:= //// B1 B:C1 BF,:1B BC,1?5 C=C,FC=
1=,:== ?1 F4,;F1 //// B1 B5=; BF,:1B 1=,=;? CCF,=B4
=B,CC= =,C;5 B?,1=F 1,F4? ?=,:?; F?,1B1 =B,444 ?,?54 =4C,BC5
5F,;=5 ?,B5; B?,1CB 1,44B B5,;FF F:,?:= =;,4:5 ?,B5F 51?,=B;
ASSETS N)n-- rren+ Asse+s @iDe! Assets Tangi7le assets Intangi7le assets %apital 3or( in progress Intangi7le assets un!er !evelopment Non %urrent investments Long term loans an! a!vances 0ther non/current assets C rren+ Asse+s %urrent investments ?,CC5 1,45: B;C,5=B 1F4,;B; :,BC4 C?,FC? 11=,4F1 =F,=15 14,=54 B5F,55; 1CB,BC1 1F,CB4 ?4,F5B 115,4?1 54,=1B C,4?:
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Inventories Tra!e receiva7les %ash an! 7an( 7alances #hort term loans an! a!vances 0ther current assets TOTAL
CB1 B1,CF? F,=1B :=,141 14,?B4 =4C,BC5
CFF 1F,;1: 1,CCB B?,F;F 14,B;5 51?,=B;
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A /r!*ge S+a+e,en+ ). Pr).!+ an* L)ss .)r +(e 1ear en*e* #ar-( 71@ "01" $Rs Millions eDpect per share !ata an! as state! other3ise' -ARTI%<LAR# Revenue from operations 0ther income T)+al Re3en e EE4enses Access charges License fee an! spectrum charges $revenue share' %ost of goo!s sol! Employee 7enefit eDpenses -o3er an! fuel Rent 0ther eDpenses T)+al EE4enses Pr).!+ /e.)re F!nan-e C)s+s@ De4re-!a+!)n@ A,)r+!sa+!)n@ C(ar!+1 an* D)na+!)n an* TaEa+!)n @inance costs Depreciation an! amortisation eDpense %harity an! !onation Pr).!+ /e.)re TaE MAT cre!it TaE EE4ense %urrent taD Deferre! taD Pr).!+ .)r +(e 1ear Earn!ngs 4er s(are :eG !+1 s(ares ). 3al e Rs$ ? ea-(; Basic an! Dilute! $ in Rs' .ear en!e! March B41B F1;,4C= ;,BF5 =""@"C? ?=,4=; F;,:FB 1=C 1C,:1? B:,5B5 F5,51F =B,54B "9D@"FD 1=7@01F 1C,:;B ?:,1;4 CCB FD@?F" $?,BB5' 1F,C:= C,4:1 ?9@700 1?$0D on .ear en!e! on March B411 C=4,155 C,B1B 7C7@7CD F:,=5B FB,:4C 1;1 1F,?1B B?,BCC FC,CC5 54,F;; "=F@=C= 17F@D0? CBF1 F;,11; B:4 C9@"?C $1B,?;:' 15,C1? ?,BFC 99@1FD "0$7"
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CHAPTER < F
LEARNING E>PERIENCE
It 3as my pleasure to carrying out internship program in BHARTI AIRTEL" The internship program has lea! me to the practical eDposure" It ma!e me to learn a7out the corporate 3orl!, ho3 it is operating" I learnt a7out the BHARTI AIRTEL company an! the organi9ational structure of it an! the rules, regulations an! the actual operation of the company in corporate !ata service" Things I learnt, 3hen I 3as a part of BHARTI AIRTEL The level of priority given to employees 7y the company" #afety measures ta(en 7y the company" #ecurity system use! in the company" Infrastructural facilities provi!e! 7y the company" Ho3 the company motivates its employees" The companyHs internal operating structure" Importance given to retreatment of the employees"
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PART-B 1$ a;General !n+r)* -+!)n

RELATI0N#HI- MAR+ETIN)8 -eter Druc(er has sai!, IBusiness is all a7out creating customer, satisfying a customer an! retaining a customer"J In to!ayEs intense competition, it is very important for any 7usiness organi9ation to (eep their customers other3ise the competitors 3ill attract them" Increasing inflation rate, increasing rate of interests, hi(e in fuel prices, glo7al slo3!o3n in economic gro3th are a fe3 reasons of 3orry for the companies to thin( !ifferently to maintain their sales an! profit" The 7usiness organi9ations are struggling for their survival an! sustaina7le gro3th" 0n the other han!, the ne3 economic policy of In!ia has also opene! its tra!e for the multinational companies" Therefore companies are trying to !o something 7y 3hich they can (eep their customers an! it is the Relationship Mar(eting 3hich helps the companies to !o so" It is an important tool for strategic competition management" As itis 3ell (no3n fact that a satisfie! an! loyal customer 7rings three ne3 customers, therefore companies try all their efforts to maintain goo! relations 3ith its customers" They are provi!ing value for their money & efforts, they are provi!ing information a7out their actions, they are inviting them for fee!7ac( etc" Accor!ing to ,i(ipe!ia, Relationship mar(eting refers to a short/term arrangement 3here 7oth the 7uyer an! seller have an interest in provi!ing a more satisfying eDchange" Relationship mar(eting !iffers from other forms of mar(eting in that it recogni9es the long/ term value of customer relationships an! eDten!s communication 7eyon! intrusive a!vertising an! sales promotional messages" Accor!ing to Liam Alvey, relationship mar(eting can 7e applie! 3hen there are competitive pro!uct alternatives for customers to choose from an! 3hen there is an ongoing an! perio!ic !esire for the pro!uct or service"
Page 28
WHY DO CO#PANIES NEED RELATIONSHIP #ARKETINGH The glo7al economy is again on a roller coaster" )lo7al crisis 3hich starte! in B44= is still affecting the 3hole 3orl!" In )B4 summit at @rance, the main issues 3ere relate! to glo7al slo3!o3n especially latest crisis in )reece an! Europe" In!ia cannot remaining isolation" It is also affecte! 7y European crisis" This is one of the reasons 3hy the eDport is !eclining in last >uarters" Data release! 7y the commerce an! in!ustry ministry on Nov =thB411 sho3e! In!iaEs eDports fell to a 1B months lo3 of L 1:": 7illion in 0cto7er B411 pushing tra!e !eficit to a four year high of L 1:"; 7illion" Apart from this glo7al slo3!o3n 3e can summaries a fe3 other reasons 3hy !o a company nee! relationship mar(eting" Increasing rate of interests " Hi(e in fuel prices " %ustomers are 7ecoming smarter an! choosy " %ustomers are 3ell informe! !ue to social net3or(ing an! me!ia a3areness " %ut throat competition " )lo7ali9ation an! entry of MN%s " %ut throat competition " )lo7ali9ation an! entry of MN%s " Availa7ility of su7stitute 7ran!s " Lo3 margin of profit " %hanges in !emographic environment " Emerging rural mar(et " Emerging organi9e! retailing " Ne3 legal threats li(e competition 7ill an! other propose! company 7ill " These are a fe3 reasons of 3orry for the companies to thin( !ifferently to maintain their sales an! profit" 0n the other han!, the ne3 economic policy of In!ia 3hich is 7ase! on L-) has also opene! its tra!e for the multinational companies" MN%s are coming" )overnment is planning for @DI in multi 7ran! retailing 3hile single 7ran! retailing alrea!y ha! a provision of 144M @DI" %ompanies are facing tuff competition" There is a clutter of
Page 29
7ran!s availa7le to customers as a su7stitute" Therefore customers are free to 7argain an! negotiate to choose the 7est option 3hich ultimately re!uces the profit of margin too"
H0, D0E# RELATI0N#HI- MAR+ETIN) HEL- IN %0M-ETITI0N MANA)EMENTN

#):A2$*"16$P 0A#8)2$"9
Customers
0i
lemen . 1uppliers
)0*2$*"A: 3*",$"9
Customer #etention . :o'alt'
Channel Partnership
#esults in Profit 0a;ing . 8eeping Competition A<a'
Page 30
1.b )Statement of the problem:

The first an! foremost step is to select the proper research process" The research is con!ucte! to stu!y the relationship mar(eting 7et3een the channel partners an! 7harti Airtel Lt! , to fin! out the strategy an! other things 3hich 7uil! the relationship mar(eting, 7et3een channel partners an! the Bharti Airtel Lt!"
Title of the study:

The title of the study is A study on relationship marketing towards
channel partners with special reference to Bharti Airtel Ltd south zone head office Bangalore.
1.c) OBJ !"#$ O% "& '"()*:
T) s+ *1 +(e re+en+a+!)n s+ra+eg!es +)2ar*s -(annel 4ar+ners$
T) s+ *1 sa+!s.a-+!)n le3el ). -(annel 4ar+ners$
T) s+ *1 +(e rela+!)ns(!4 /e+2een B(ar+! A!r+el and !hannel partners.
Page 31
"o identify attri+utes that enhance the satisfaction of the channel
partners.
"o suggest ,arious course of action to +uild relationship marketing
+etween channel and Bharthi Airtel ltd.
1.d) 'cope of the study"he research has +een carried on under Bharti Airtel ltd south zone office Bangalore. "he study co,ers the relationship +etween channel partners and company in
detail +ut the scope of the study is limited to channel partners of +angalore city.
1$e). . "&O)OLO/*0
Research Metho!ology8
1esearch Area0 Bangalore city. 'ample size 0 23 channel partners with in south zone head office of Bharti Airtel Ltd 1esearch tool 0 4uestionnaire. 1$.;)A"A !OLL !"#O50
Page 32
-rimary sources0 6rimary sources are those7 from which the data is collected
for first time. %or this study the primary source sought are0
$isited channel partners to there outlets.
"hrough 8uestionnaire.
#econ!ary sources8 #econ!ary sources are these 3here the information is rea!ily an! coul! 7e eDtracte! for the present stu!y " this information is collecte! from"
%ompany 7rochures and reports .
"hrough internet . !ompany we+ site www. Airtel. !o .in
1$g$ L#.#"A"#O5 O% "& '"()*0
1" The fin!ing are 7ase! on opinions eDpresse! 7y the channel partners" Hence o7*ective 3oul! 7e limite! only to the eDtent of information receive! from the respon!ent" B" The stu!y is confine! to 7angalore city only" C" The stu!y is restricte! to corporate channel !ivision of Bharti Airtel Lt!, F" The stu!y is limite! for the perio! of t3o months only"
Analysis And #nterpretation

1" D<RATI0N 0@ %HANNEL -ARTNER# RELATI0N ,ITH AIRTELN #L N0" a" LE## THAN 1 .EAR T0TAL 4? -ER%ENTA)E 14M
Page 33
7" c" !"
1 to B .EAR# B to C .EAR# M0RE THAN C .EAR# Total
45 14 B= ?4
1FM B4M ?;M 144M
Anal1s!s @rom the a7ove ta7le ?;M of the channel partners are 3or(ing 3ith BHARTI AIRTEL for more than F years, follo3e! 7y B4M partners from B to C years an! 1FM from 1 to B years, 14M from less than a 1year " )RA-H 1
P)#C)"2A9) 60= 50= 40= 30= 20= 10= 0= :)1126A" 1 ()A# 1 to 2 ()A#1
2 to 3 ()A#1 0*#)26A" 3 ()A#1
In.eren-e It can 7e inferre! that most of the channel partners are maintaining a relation 3ith the BHARTI AIRTEL more than C years, hence it sho3s that channel partners are maintaining a long relationship 3ith BHARTI AIRTEL"
TABLE " DO YOUR E#PLOYEES GET ANY TRAINING FRO# BHARTI AIRTEL TO #ANAGE CUSTO#ERSH #L N0" a" 7" .E# N0 T0TAL C= 1B -ER%ENTA)E 5;M B?M
Page 34
T0TAL
?4
144M
Anal1s!s @rom the a7ove ta7le 5;M of the channel partners are getting full training from Bharti Airtel, GRAPH ":
In.eren-e : Most of the channel partners getting full an! effective training from BHARTI AIRTEL, to manage the customers
TABLE 7 ARE YOU SATISFIED WITH THE SUPPORT PRO%IDED BY BHARTI AIRTEL TOWORDS SALES AND SER%ICESH #L N0" a" 7" c" HI)HL. #ATI#@IED #ATI#@IED DI##ATI#@IE# T0TAL B4 C4 44 -ER%ENTA)E B?M 5?M 44M
Page 35
!"
HI)HL. DI##ATI#@IED T0TAL
44 ?4
44M 144M
Anal1s!s @rom the a7ove graph B?M of the channel partners are highly satisfie! 3ith 7harti airtel to3ar!s sales an! services" 5?M of the channel partner are satisfie! 3ith 7harti airtel to3ar!s sales an! services $ GRAPH 7
In.eren-e : Ma*ority of the channel partners are satisfie! 3ith the support provi!e! 7y Bharti Airtel to3ar!s sales an! services"
TABLE = DO YOU USE ANY OTHER SUB DEALERS TO SELL SER%ICESH #L N0" a" 7" .E# N0 T0TAL C4 B4 -ER%ENTA)E ;4M F4M
Anal1s!s @rom a7ove ta7le sho3s that ;4M of the channel partners are 3ill use other su7 !ealers the sell services BHARTI AIRTEL an! F4M of the channel partners are 3ill not use other su7 !ealers the sell services" Department of management studies, AIT, Chikmagalur
Page 36
GRAPH =
In.eren-e : It can 7e inferre! that even fe3 channel partners !epen! upon su7 !ealers to provi!e the services to there users"
TABLE ? ARE YOU SATISFIED WITH THE INFOR#ATION SHARED BY BHARTI AIRTEL WHILE LAUNCHING IT8S SET%ICESH #L N0" a" 7" c" !" HI)HL. #ATI#@IED #ATI#@IED DI##ATI#@IED HI)HL. DI##ATI#@IED T0TAL T0TAL C4 B4 44 44 ?4 -ER%ENTA)E ;4M F4M 44M 44M 144M
Anal1s!s
Page 37
The a7ove ta7le in!icates that ;4M of channel partners are getting the information a7out the ne3 services launche! 7y BHARTI AIRTEL very soon, F4M of the channel partners are getting after some time, none of them are getting after a long time" GRAPH ?
In.eren-e : it can 7e inferre! that Bharti Airtel is provi!ing a share!" TABLE F
ery goo! information to its
channel partners , an! ma*ority of the channel partners are satisfie! 3ith the information
ARE YOU SATISFIED WITH THE RESPONCE OF CHANNEL #ANAGER IN SOL%ING PROBLE#SH #L N0" a" 7" c" !" TE%HNI%AL TRAININ) HI)HL. #ATI#@IED #ATI#@IED DI##ATI#@IED HI)HL. DI##ATI#@IED T0TAL T0TAL C4 B4 44 44 ?4 -ER%ENTA)E ;4M F4M 44M 44M 144M
Anal1s!s @rom the a7ove ta7le ;4M of the channel partners opinion that the channel manager 3ill response is effective an! they are highly satisfie! 3ith the response of channel manger" Department of management studies, AIT, Chikmagalur
Page 38
Gra4( F
In.eren-e : pro7lems" TABLE 9
it can 7e inferre! that ma*ority of the channel partners are satisfie! 3ith the
3or(ing efficiency of channel partners, an! channel manager also respon!ing to3ar!s the
WHAT IS YOUR OPINION REGARDING CO##ISSION PAID BY BHARTI AIRTELH #L N0" a" 7" c" !" T0TAL 14 C? 4? 44 ?4 -ER%ENTA)E B4M 54M 4?M 44M 144M
HI)H A ERA)E L0, -00R T0TAL
Anal1s!s The a7ove ta7le confirms that B4M of the channel partners are high satisfaction 3ith the commission pai! 7y the Bharti airtel, 54M is sho3ing average satisfaction an! 4"?M of the channel partners are less satisfie! 3ith commission pai! 7y Bharti airtel" GRAPH 9
Page 39
In.eren-e : %hannel partners of Bharti Airtel is are sho3ing average satisfaction on commission pai! 7y Airtel 7ecause of the pac(age of the pro!uct 3hich they !eal 3ith"
TABLE C WHAT IS YOUR OPINION TOWARD PRICING STRATEGIES ADOPTED BY BHARTI AIRTELH #L N0" a" 7" c" !" A<#TI%E EO%ELENT )00D A ERA)E -00R T0TAL T0TAL B4 C4 44 44 ?4 -ER%ENTA)E F4M ;4M 44M 44M 144M
Anal1s!s The a7ove ta7le sho3s that BHARTI AIRTEL is pricing strategies ;4M goo!, an! F4M of channel partners are telling they have eDcellent pricing strategies"
Page 40
GRAPH C
In.eren-e : since ma*ority of the channel partners are saying the pricing strategies are goo!, it sho3s that there further scope for 7harti airtel to come out 3ith ne3 pricing strategies"
TABLE D WHAT IS YOUR OPINION TOWARDS PRO#OTIONAL STRATEGIES ADOPTED BY BHARTI AIRTEL AS A CHANNEL PARTNERH #L N0" a" 7" c" !" EO%ELENT )00D A ERA)E -00R T0TAL T0TAL B4 C4 44 44 ?4 -ER%ENTA)E F4M ;4M 44M 44M 144M
Anal1s!s @rom the a7ove ta7le F4M of the channel partner has given eDcellent opinion an! ;4M of the channel partners has given goo! opinion to3ar!s promotional strategy"
Page 41
In.eren-e : It can 7e inferre! that promotion strategies a!opte! 7y Bharti airtel is effective"
TABLE 10 HOW FRE&UENTLY THE CHANNEL #ANAGER %ISIT YOUR PRE#ISESH #L N0" a" 7" c" !" T,I%E IN A ,EE+ ,EE+L. 0N%E M0NTHL. N0 @REG<ENT I#IT T0TAL T0TAL 14 C4 14 44 ?4 -ER%ENTA)E B4M ;4M B4M 44M 144M
AnalysisK The channel managers has goo! relation 3ith there partners as per the ta7le the channel manager 3ill ;4M of time 3ee(ly visit to out let" )RA-H 14
Page 42
In.eren-e : %hannel managers maintain a effective relationship 3ith channel partners, an! they fre>uently visit to channel partners premises"
TABLE 11 DO YOU WANT TO CONTINUE AS A CHANNEL PARTNER WITH BHARTI AIRTELH #L N0" a" 7" .E# N0 T0TAL T0TAL F4 14 ?4 -ER%ENTA)E =4M B4M 144M
Anal1s!s @rom the a7ove ta7le it is clear that, =4M of the 3ant to continue there relationship 3ith the airtel" B4Mof the partners are not going to continue there relation 3ith airtel" GRAPH 11
Page 43
In.eren-e : It can 7e inferre! BHARTI AIRTEL is most of the channel partners satisfie! 3ith the services of airtel 3ith airtel so they 3ant to maintain there relationship 3ith Bharti airtel"
TABLE 1" WHAT IS YOUR OPINION REGARDING REWARD SYSTE# ADOPTED BY BHARTI AIRTEL TOWARDS DEALERS FOR THEIR HIGH PERFOR#ANCEH #L N0" a" 7" c" !" EO%ELLENT )00D A ERA)E -00R T0TAL T0TAL 4? C4 1? 44 ?4 -ER%ENTA)E 14M ;4M C4M 44M 144M
Anal1s!s @rom a7ove ta7le 14M of the channel partners are sho3ing eDcellent performance re3ar! system a!opte! 7y 7arthi airtel";4M channel partners are sho3ing goo! performance re3ar! system a!opte! 7y 7arthi airtel "C4M channel partners are sho3ing average performance re3ar! system a!opte! 7y 7arthi airtel GRAPH 1" Department of management studies, AIT, Chikmagalur
Page 44
PER ENTAGE
60= 50= 40= 30= 20= 10= 0= ) 4C) ::)"2 9**, A5) #A9) P**# P) #C) "2A9)
In.eren-e: It can 7e inferre! that the re3ar! system a!opte! 7y Bharti Airtel to3ar!s !ealers for this high/performance is goo! , an! this sho3s that further scope for 7harti Airtel to improve in this conteDt"
TABLE 17 WHAT IS YOUR OPINION WITH RESPECT TO AFTER SALES SER%ICES PRO%IDED BY BHARTI AIRTELH #L N0" a" 7" c" !" HI)HL. #ATI#@IED #ATI#@IED DI##ATI#@IED HI)HL. DI##ATI#@IED T0TAL T0TAL 14 C4 14 44 ?4 -ER%ENTA)E B4M ;4M B4M 44M 144M
Anal1s!s @rom the a7ove ta7le it is foun! that B4M of the channel partner are highly satisfie! 3ith the services after sales, ;4M satisfie! 3ith the services after sales, B4M satisfie! 3ith the !isservices after sales" GRAPH 17
Page 45
In.eren-e: @e3 channel partners are satisfie! 3ith the after sales services so the company has to improve a lot in provi!ing the after sales services" TABLE 1= DOES BHARTI AIRTEL PRO%IDE RE&UIRED PRO#OTIONAL #ATERIALH #L N0" a" 7" .E# N0 T0TAL T0TAL F4 14 ?4 -ER%ENTA)E =4M B4M 144M
Anal1s!s The a7ove ta7le in!icates that =4M of the channel partners confirms the has sho3n the positive response on promotional material, B4M of channel partners are sho3ing negative response in promotional activity material 7y Barthi Airtel" GRAPH 1=
Page 46
In.eren-e Most of the channel partners are satisfie! 3ith the promotional material supplie! 7y Bharti Airtel"
TABLE 1? ARE YOU SATISFIED WITH THE O%ERALL RELATIONSHIP WITH BHARTI AIRTELH #L N0" a" 7" .E# N0 T0TAL T0TAL F4 14 ?4 -ER%ENTA)E =4M B4M 144M
Anal1s!s The a7ove graph confirms that =4M of the channel partners are satisfie! 3ith the overall relationship 3ith Bharti Airtel" B4M channel -artners are not satisfie! 3ith airtel" GRAPH 1?
Page 47
In.eren-e It can 7e inferre! that ma*ority of the channel partners are satisfie! 3ith overall relationship 3ith Bharti Airtel an! 3ant to continue the relationship 3ith Bharti Airtel"
7$a;FINDINGS: The present thic(ly entitle! IA #tu!y 0n Relationship Mra(eting To3ar!s %hannel -artners 3ith Reference To Bharti Airtel Lt! #outh 9one BangaloreJ, attempts to stu!y the impact of relationship mar(eting 7et3een channel partners an! Bharti Airtel Lt!" The 7elo3 are the opinion from channel partners o7serve! 7elo3" Most of the channel partners are maintaining a relation 3ith the BHARTI AIRTEL more than C years, hence it sho3s that channel partners are maintaining a long relationship 3ith BHARTI AIRTEL" %hannel partners getting full an! effective training from BHARTI AIRTEL, to manage the customers"
Page 48
%hannel partners are satisfie! 3ith the support provi!e! 7y Bharti Airtel to3ar!s sales an! services" @e3 channel partners !epen! upon su7 !ealers to provi!e the services to there users" Bharti Airtel is provi!ing a ery goo! information to its channel partners , an!
ma*ority of the channel partners are satisfie! 3ith the information share!" channel partners are satisfie! 3ith the 3or(ing efficiency of channel Managers, an! channel manager also respon!ing to3ar!s the pro7lems" channel partners are saying the pricing strategies are goo! not eDcellent, it sho3s that there further scope for Bharti Airtel to come out 3ith ne3 pricing strategies" channel partners are satisfie! 3ith overall relationship 3ith Bharti Airtel an! 3ant to continue the relationship 3ith Bharti Airtel" channel partners are satisfie! 3ith the promotional material supplie! 7y Bharti airtel" Bharti Airtel re3ar! system to3ar!s !ealers for this high/performance is goo! not the eDcellent , an! this sho3s that further scope for 7harti Airtel to improve in this conteDt"
7$/C)n-l s!)n:
0n the 7asis of the a7ove fin!ings an! o7servation ma!e , it may conclu!e that " The Bharti Airtel lt! has maintaine! goo! relationship 3ith its channel partners " This is the ne3
Page 49
channel relationship a!opte! 7y Bharti Airtel still some of the improvement is nee!e! form the si!e of company to sales an! services" %hannel partners are the most value assets for the company so company shoul! give effective training to its channel partners " The channel partners of Bangalore are satisfie! 3ith the over all relationship 7et3een the Bharti Airtel Lt! south 9one "
7$-;S gges+!)ns ARe-),,en*a+!)n:
Page 50
isualising the salient features of the stu!y an! relevant fin!ings the follo3ing 3or(ing recommen!ation 3hich coul! certainly help the organisation are" Relationship mar(eting refers to a short/term arrangement 3here 7oth the 7uyer an! seller have an interest in provi!ing a more satisfying eDchange" The company shoul! maintaining long term relation 3ith channel partners" The company shoul! meet there channel partners fre>uently, so that the company (no3 actual sales" The active partners 3ho ma(e fre>uent sales of company pro!uct" The channel partners shoul! 7e re3ar!e! an! company shoul! ma(e them present channel partners of Airtel" %ompany shoul! re3ar! an! give them the 7enefits , so that the channel partners get motivate! an! they 3ill prefer to sell the company pro!uct" The partners 3ho are maintaining the long term relation ,the company shoul! try to retain the channel partners" Because the competitors can pull into there company" %ompanies shoul! give more promotional material to the channel partners , so that they can promote the company pro!uct more"
Page 51
AnneE re: & es+!)nna!re

Dear -(annel 4ar+ners8
I S (as Gel presently pursuing MBA at ADI%H<NA)IRI IN#TIT<TE 0@ TE%HN0L0)., %hi(magalur " I am !oing my pro*ect as the part of aca!emic re>uirement" The title of the pro*ect is IA S+ *1 On Rela+!)ns(!4 #ar5e+!ng T)2ar*s C(annel Par+ners 2!+( Re.ren-e T) B(ar+! A!r+el L+* S) +( J)ne Bangal)reK$ Re>uires your valua7le responses for the analysis part" #o , i assure you that all the responses 3ill 7e utili9e! strictly for aca!emic purpose only"
1" NAME8""""""""""""""""""""""""""""""""""""""""""""""" ADDRE##8""""""""""""""""""""""""""""""""""""""""" """""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """"""""""""""""""""""""""""""""""""""""""""""""""""""""""""
B" )ENDER8
Male
P Q
@emale P Q
C" Age
Belo3 B?
P Q
B63 B? to C? P Q
B6, C? to F? P Q
A7ove F? P Q
F" Gualification8 -<% P Q )ra!uate P Q -ost )ra!uate P Q
?" Annual income R# C La(hs -A P Q Rs C to ; La(hs-A P Q
Page 52
Rs ; to 1B la(hs -A P Q
R# 1B A7ove P Q
1" @rom ho3 many years channel partners 3ith Bharti AirtelN a" Less than a year " 7" Bto C years " $ $ ' ' 7" 1to B years" $ !" More than C years" ' $ '
B" Do your employees get any training from Bharti airtel To Manage customersN a" .es $ ' 7" No $ '
C"
Are you satisfie! 3ith the support provi!e! 7y airtel to3ar!s sales an! servicesN ' ' 7" #atisfie! $ ' '
a" Highly satisfie! $ c" Dissatisfie! $
! Highly !issatisfie! $
F" Do you sell any other su7 !ealers to sell Bharti Airtel servicesN a".es $ ' 7" No $ '
?" Are you satisfie! 3ith the information share! 7y Bharti aitrtel services 3hile lunching servicesN a" Highly #atisfie! $ ' 7" #atisfie! $ '
Page 53
c" Dissatisfie! $ '
!" Highly !issatisfie!$ '
;"Are you satisfie! 3ith the response of channel Manager in solving pro7lemN a" Highly #atisfie! $ ' c" Dissatisfie! $ ' 7" #atisfie! $ '
5"3hat is your opinion regar!ing commission pai! 7y Bharti AirtelN a" High$ ' 7" Average $ ' c " lo3 $ ' !" -oor $ '
=" 3hat is your opinion to3ar! pricing strategies a!opte! 7y Bharti airtelN a" EDcellent $ ' 7" )oo! $ ' c" Average $ ' !" -oor $ '
: 3hat is your opinion to3ar!s promotional strategies a!opte! 7y Bharti Airtel as a channel partnerN a" EDcellent $ ' 7" )oo! $ ' c" Average $ ' !" -oor $ '"
14"Ho3 fre>uently the channel manager visit your premisesN a" T3ice in a 3ee( $ ' c" Monthly $ ' 7" ,ee(ly once $ ' ! " No fre>uent visit $ '
11"!o you 3ant to continue as a channel partner 3ith Bharti AirtelN a" .es $ ' 7" No $ '
1B"3hat is your opinion regar!ing re3ar! system a!opte! airtel to 3or!s !ealers for their high performanceN a" EDcellent $ ' 7" )oo! $ ' c" Average $ ' !" -oor $ '
1C 3hat is opinion 3ith respect to after sales an! services provi!e! 7y Bharti AirtelN a" Highly #atisfie! $ ' c" Dissatisfie! $ ' 7" #atisfie! $ '

Page 54
1F " Does Bharti Airtel provi!e re>uire! promotional materialN a" .es$ ' 7" No $ '
1?" Are you satisfie! 3ith the overall relationship 3ith Bharti Airtel N a" .es$ ' 7" No $ '
Date 8 -lace 8 #ignature
Than( .ou
BIBLIOGRAPHY:
Page 55
TE>T BOOKS:
+otler, -hilip, Armstrong, )ary, #aun!ers, Aohn an! ,ong,
eronica" " R-rinciples of
Mar(etingR Bn! e!" -rentice Hall Europe"
3err'> :eonar ? #elationship 0ar;eting? American 0ar;eting Association>
Chicago?
5?1 #amas<am' an s? "ama;umari @ 0ar;eting 0anagementA glo%al perspecti&e in ian conteBt @ 4th e ition 0ac 0illion %oo; 2009?
!O"RNALS # MAGA$INES: C*0PA"( /*!#"A:1? $CF$A $ pu%lication of channel management? 3usiness <ee;? 3usiness <orl ?
%eb&lo'aph(
Page 56
<<<?airtel?in
Page 57

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RELATIONSHIP MARKETING

BHARTI AIRTEL AT A GLANCE

Name of the company Business Boar! of !irectors

%ompany #ecretary %E0 $In!ia' Registere! office

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

<ttar -ra!esh $3est' ,est Bengal

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

BB !ivisional office across In!ia" #ervice centers 5?4 across In!ia"

I$ ACHIE%E#ENTS ' AWARDS:

Department of management studies, AIT, Chikmagalur

!n erstan ing customer "ee s

Department of management studies, AIT, Chikmagalur

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#eferre to the higher officials

Acceptance from the higher officials

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Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

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Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

INTERNAL FACTORS S+reng+(s

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ANALYSIS OF FINANCIAL STATE#ENTS

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1=,:== ?1 F4,;F1 //// B1 B5=; BF,:1B 1=,=;? CCF,=B4

=B,CC= =,C;5 B?,1=F 1,F4? ?=,:?; F?,1B1 =B,444 ?,?54 =4C,BC5

5F,;=5 ?,B5; B?,1CB 1,44B B5,;FF F:,?:= =;,4:5 ?,B5F 51?,=B;

Department of management studies, AIT, Chikmagalur

CB1 B1,CF? F,=1B :=,141 14,?B4 =4C,BC5

CFF 1F,;1: 1,CCB B?,F;F 14,B;5 51?,=B;

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

PART-B 1$ a;General !n+r)* -+!)n

Department of management studies, AIT, Chikmagalur

Department of management studies, AIT, Chikmagalur

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Department of management studies, AIT, Chikmagalur

1.b )Statement of the problem:

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