Eureka Forbes Project of Biswarup Maity - Copy

Project Title: BRAND AWARENESS, CUSTOMER SATISFACTION,

AND MARKET POTENTIALITY

By: Biswarup Maity Regn. No: 092160710009

A Project report submitted in partial fulfillment of the requirements for the degree of Master of Business Administration of WESTBENGAL UNIVERSITY OF TECHNOLIGY.

Student Declaration

I hereby declare that the project report entitled “BRAND AWARENESS, CUSTOMER SATISHFACTION AND MARKET PROTENTIALITY” submitted in partial fulfillment of the requirements for the degree of Masters in Business Administration to WESTBENGAL UNIVERSITY OF TECHNOLOGY, It is my original work and not submitted for the award of any other degree, diploma, fellowship, or any other similar title or prizes.

Place: Durgapur NAME: Biswarup MaityDate: 07-SEPT-2010 Reg. No:092160710009

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Examiner’s Certificate

The project report of entitled “BRAND AWARENESS, CUSTOMER SATISFACTION AND MARKET POTENTIALITY” is approved and is acceptable in quality and form.

Internal Examiner External ExaminerName: Mr. Pranab Mondal Name: Mr Kousick RoyQualification: MBA Qualification: MBA

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University Study Centre Certificate

This is to certify that the project report entitled “BRAND AWARENESS,CUSTOMER SATISFACTION AND MARKET PROTENTIALITY ” submitted in partial fulfillment of the requirements for the degree of Masters in Business Administration of WESTBENGAL UNIVERSITY OF TECHNOLOGY. I Biswarup Maity has worked under my supervision and guidance and that no part of this report has been submitted for the award of any other degree, diploma, fellowship, or other similar title or prizes and that the work has not been published in any journal or magazine.

Certified Guide’s Name: Mr. Pranab Mondal Qualification: MBA

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WESTBENGAL UNIVERSITY OF TECHNOLOGY

Master of Business Administration (MBA)

3rd Semester Project

Project Title: BRAND AWAREWNESS, CUSTOMER SATISFACTION AND MARKET PROTENTIALITY

Name: Biswarup MaityRegn. No: 092160710009College Code: 216Date: 07 September, 2010

CONTENTS

NO. Content

1) preface2) Acknowledgement3) Introduction4) Research Methodology5) Company Profile6) Mission7) Vision8) Product Profile9) Brand Awareness10) Customer Satisfaction11) Potentiality12) Analysis & Interpretation13) SWOT Analysis 14) Market scenario15) Suggestions and recommendation16) Limitation17) Conclusion18) Bibliography

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PREFACE

We are the student of ABS ACADEMY OF SCIENCE ,TECHNOLOGY &MANAGEMENT and towards the practical fulfillment of my course : We have

undergone a project of 8 weeks at EUREKA FORBES LIMITED

However our working area was Durgapur ,We have put our endeavor to have our objectives accomplished in the stipulated time .

Despite all the obstacles ,hurdles ,we have toiled to achieve .the goal desired Being a neophyte in this highly competitive world of business, we have come across several difficulties to make our objectives a reality we are presenting this hand carved efforts in this book .If anywhere, something is found not in variance to the theme then you are welcome with your valuable suggestion .

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ACKNOWLEDGEMENT

This project is a result of hard work of many people. I would like to thank to my Institute, ABS ACADEMY OF SCIENCE, TECHNOGY AND MANAGEMENT for giving me the opportunity to carry on a summer project in EUREKA FORBES LIMITED.

It is an understand to say that I gladly thank and appreciate my project guide ,Mr. Kausik Roy who repeatedly read my numerous revisions and helped in making some sense of the confusion .

Special thanks to , Mr. Probal Chatterjee and Mr. Krisnendu Pan for hand of co- operation and support while doing this project.

I would also thanks all the staff members of EUREKA FORBES LIMITED .DURGAPUR for supplying enough material and helping me in providing enough information of the wide range eureka forbes products and their feature of successful completion of project.

I also thank my colleagues, friends and parents for giving me

Biswarup Maity

MANAGEMENT OF BUSINESS ADMISTRATION

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INTRODUCTION

We are ‘Your friends for life,’ we are Eureka Forbes!It dates back to 1982, when health ambassadors from Eureka Forbes, with a new concept of living in a clean environment and drinking water in its purest form knocked on your door! They called themselves friends for life and they proved that they indeed were. Eureka Forbes continues to be the best friend in an Indian Household even after two decades and the sentiments have not changed.

Eureka Forbes is a part of the Shapoorji Pallonji Group and today it is a 12 billion INR, multi product and multi channel corporation. Incepted in 1982, we have put 28 years of consolidated efforts to become the undisputed leaders in domestic and industrial Water Purification Systems, Vacuum Cleaners, Air Purifiers & Security Solutions. Being Asia’s largest direct sales organization, our force of 7000 direct personnel touches 1.5 million homes. We have one of the largest networks catering to more than 131 cities and 398 towns across the country! We also have a 10,000 strong dealer sales network and over 58 distributor strong Industrial Sales Network.

Dedicated to the cause of providing healthier living, today, we have successfully established ourselves as a business super-brand and our dedicated team works around the clock to make your lives healthier and more secure! We strive to provide the best after sales service and to achieve the same we have over 1500 service centers and as many as 4500 company trained technicians who visit over 20,000 Indian kitchens daily. This is about our company

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RESEARCH METHODOLOGY

Data collection either based on Primary or Secondary data. Primary data are generate by a study specifically designed to accommodate the data needs of a particular manager for solving the problem being currently investigated. It is secondary data, which could be obtained internally. Basic methods of data collection are through questionnaire and observation. The former is based on asking question in order to get information, while the later is the process of recognizing the people, objective occurrences rather then asking them for information.

A) PRIMARY DATA –There are many methods of collection primary data,1. Interviews2. Observation3. Case-studies4. Sampling

this constitute mainly the information’s provided by my project guide. Mr. K.Roy.(Territory manager) of my company.

B) SECONDARY DATA – this information’s collected through Internet, books, my conceptual knowledge and also internal data.

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EUREKA FORBES PROFILEIn the company profile at first I would like to say we have some code of conduct, likeTerritory: The representative will sell the products of the company to the customer's house/office within the specified boundaries/territories approved by the company

Information and Use of the Products: The representative will offer the details to the customer about the products which can be confirmed with the necessary demonstration in support of information mentioned in brochures, user manual or literature published/issued by the company.

The representative shall not overstate or exaggerate claims/features of the product

The representative will inform the customer about any scheme with the products which  are officially announced by the company Standard and Quality of the Product The representative will offer the details about the standard and quality of the products which are mentioned in the brochure, user manual/literature and which are confirmed by respective authorities by certificate

Technical Aspect: The representative will inform technical details to the customer which are mentioned in the brochure, user manual/literature

Price of the Product: The representative will offer the products to the customer on such price which are fixed by the company and there will be no deviation from the same

Promises: Verbal and Written The representative will offer those promises which are fair and can be fulfilled within the company's policies. The representative shall give accurate and understandable answers to all questions from the customers regarding the product, price any other matter related to the product or services

Commitment: The representative will offer those commitments which can be honoured within the company's policy and within the time frame given by the company

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The representative will honour the commitment within the time frame given by the company regarding:

Advances to be converted into sales Delivery of the products Installation of the products, if required Deputation of representative Within Warranty, Out of Warranty Within Contract , Out of Contract Need based Services

Return of Goods: The customer would be provided a period of one week from the date of purchase to return the product if he/she is not satisfied with the same and, would be eligible for a full refund of money

Fairness: The representative shall not abuse the trust of individual customers, shall respect the lack of commercial experience of customers and shall not exploit a customer's age, illness, lack of understanding or lack of knowledge of the language

Privacy Personal: or telephone contact shall be made in a reasonable manner and during reasonable hours to avoid intrusiveness. A representative shall discontinue a demonstration or sales presentation upon the request of the customer

Business Practice:The customer is the sole focus of our business. We constantly direct all our efforts to towards achieving maximum customer satisfaction by delivering products and services to the best value and quality.

We strive to honor our commitments, implied or expressed to both our internal and external customers.

We stress on integrity, transparency and consistency in all our dealings. We always strive to have trusting, mutually beneficial and long-lasting relationship with out business associates. We seek to maintain a warm, positive and friendly work environment where everyone shares a mutual feeling of respect for each other. We encourage teamwork, motivate and train our people to perfect their skills for the benefit of the individual and the organization. We set, communicate and pursue clear operational guidelines and business strategies. We empower people at appropriate levels to achieve their goals. We recognize and reward merit and performance. We strive to make the organization a responsible corporate citizen.

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Corporate Social Responsibility

Installation of Water Purifiers when Mumbai was submerged.

Our zeal of being “Friends for Life” is not restricted to just our customers. Corporate Social Responsibility has always been an integral part of Eureka Forbes. Over a period of 28 years we have been undertaking CSR programs across the country. Be it setting up of recreational Parks for the elderly or installing free water purification systems in times of calamities, we have actively contributed towards the welfare of the society.

On July 26th, when Mumbai was submerged due to exceptionally heavy rains we installed Water Purification Units across Mumbai to provide safe drinking water to the affected people.

Water Purifiers installations during Tsunami

On 26th Dec, when Tamilnadu was faced with the devastation caused by the Tsunami we installed high capacity

water purification systems in 30 locations. Eureka Forbes Actively worked with a Leading NGO- World Vision in this effort.

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 Jagrut Mumbaikar Program

On November 27, 2008, the day after the Mumbai terror attacks, we installed four water purifications units at St. George Hospital, Mumbai to provide safe drinking to victims and their families.

Our Jagrut Mumbaikar Programme, in association with the Mumbai Police and Mumbai Fire Brigade was focused on showing citizens and co-operative societies how to safeguard their living environment. Mumbaikars actively participated in the program which was the first of it’s kind.

Diwali celebrations with the senior citizens

As a part of our active community service we have also undertaken the work of creating community parks made especially for the senior citizens. Diwali celebrations were held with the senior citizens of Shivaji Park – Nana Nani Park, Mumbai.

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Eureka Forbes Institute of Environment

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The Eureka Forbes Institute of Environment (EFIE) is a non-profit body of likeminded professionals. It was set up in 2000 by Eureka Forbes Limited to promote awareness about managing our natural water and air resources.

We are guided by a Vision which states: Unpolluted water and air is our children’s birthright.

The Eureka Forbes Institute of Environment came into being as a part of the companies social responsibility drive. Ever since its inception, EFIE has set up a set of goals for which constant endeavors are undertaken:

To be a “living proof” of the corporate vision of Eureka Forbes “A happy, healthy, safe and pollution free world based on long lasting customer relationships “.

To create innovative and educative touch points for citizens to experience the contribution of Eureka Forbes through a new dimension.

To be recognized as a significant contributor to the environmental education and be seen as having “earned” rights to participate in the environment news / debate space that is likely to be increasingly at the center of public interest.

Aquachek water labs conducting free water tests in 14 cities across India.

The various projects undertaken by EFIE include:

Euro E Index Program: Under this program we have successfully provided data related to pollution and other environmental facts for eight long years without fail. Other activities under this include city wise comparison of water quality, daily water watch for 14 cities, etc in collaboration with NDTV 24x7. Currently the show is being aired on NDTV, while it began with Star News. Both these programs are the world’s first and India is the first country to have daily pollution data telecast through the electronic medium of television”.

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Euro Rainwater Harvesting Program      Eureka Forbes through the Eureka Forbes Institute of Environment initiated a movement on ‘Rain Water Harvesting in Urban India with special focus on Mumbai. The objective is to create citizens involvement in working out a solution to the Water crisis. Following services are offered      through this program,            - Educating masses about Rainwater Harvesting            - Technical Consultancy

Aqua Ambassador School Program: Eureka Forbes Institute of Environment and Rotary Club of Mumbai have joined hands for carrying out the “Aqua Ambassador” program with the goal of creating awareness and educating the school children on water conservation.

Uniting to Safeguard the Environment (USE) Course: The USE course is specially designed for corporate employees to understand about the environment in a macro sense and tries to use the learning in implementing the same at field level.

Project Jaldhara: An innovative project ‘Jaladhara’ was implemented with the purpose of water conservation in Badlapur area. The project was initiated by HSBC bank under their HSBC Bank’s Global Leadership Series in partnership with Eureka Forbes Institute of Environment (EFIE) and a Mumbai-based NGO called Members of Brotherhood (MOB). The objective of project was to enhance awareness on conserving water and promoting judicious use of stored water.

Group Companies

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SP Group 140 years ago Mumbai was largely an uninhabited cluster of islands. To fulfil the water supply needs of the city a reservoir was built, in the famous Malabar Hills. Not only did the reservoir sustain the needs of Mumbai for the next 100 years, it also witnessed the growth of Mumbai as the Commercial Capital of India.

Aqua mall Water Solutions Ltd.

Aqua mall Water Solutions Ltd. came into existence more than two decades ago to partner Eureka Forbes Ltd. in its quest to bring pure, safe drinking water to the Indian market. A wholly owned subsidiary of the company, it has proved to be an invaluable ally in the leadership and domination of the category.

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Forbes Pro SolutionsWelcome to the World of Forbes Pro Solutions Forbes Pro Solutions is a part of Eureka Forbes Limited, your one stop shop for Mechanized cleaning solutions, Safe drinking water, Facility management and hospitality concepts, water & waste water treatment plants & Railways solution.

FORBES LUXOpening Doors to a Healthier, Happier World.

For over 100 years now, millions of people across the globe have opened their doors to health.

Lux International AG, Switzerland is an organization backed by over 100 years of experience, over 20 million customers and Eureka Forbes Ltd., India, one of the largest direct selling company in Asia with a an active database of over 5 million customers and 25 years of developing relationships.

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MISSION

“To build sustainable relationships with customers as there’ Friends for life’ by

satisfying there evolving health, hygiene, safety &lifestyle through ‘our people’

whose entrepreneurial spirit & ambition is fuelled by a culture of pride, learning,

earning and fun.

‘Our product’ and ‘services’ that reflect innovation, become quality benchmarks

and provide real value for money.

‘Our policies and practices’ which are fair, transparent and constantly improved

to maximize stakeholder satisfaction and achieve market leadership.

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VISION

A happy, healthy, safe & pollution free environment built on trust &lasting

relationship with customers”

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Product Profile

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PRODUCT LIST

1. AG 200(AQUA GUARD 200)2. AG 600(AQUA GUARD 600)3. AGCCP(AQUA GUARD COOLER CUM PURIFIER)4. AQUAGAURD STORAGE COOLER CUM PURIFIER(80PSS)5. AQUAGAURD STORAGE COOLER CUM PURIFIER(120PSS)6. AQUAGUARD MULTIFUNCTIONAL WATER PURIFIER- UF

**And many more product in domestic and ccd also …..

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STRUCTURE OF EUREKA FORBES WATER PURIFIER

AQUAGAURD 200 AQUAGAURD HI FLOWAQUAGAURD 600 AQUAGAU CLASSICAQUAGAURD COOLER CUM PURIFIER AQUAGAURD NOVAAQUAGAURD STIRAGE COOLER CUM PURIFIER(80PSS) AQUA SURE CRYSTALAQUAGAURD STIRAGE COOLER CUM PURIFIER(120PSS) AQUAGAURD COMPACT AQUAGAURD MULTIFUNCTIONAL WATER PURIFIER-UF AQUAGUARD BOOSTER

EUREKA FORBES

CORPORATE CARE DIVISION(CCD)

DOMESTIC

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PRODUCT DESCRIPTION OF EUREKA FORBESAQUAGAURD 200

TECHNICAL SPECIFICATION

Dimensions (H x D x W) 355x 102.5x307 mmNet Weight 6.5 kgsUV lamp 16 wattsPower rating with pump 35 wattsWater flow rate 200 litr/hr

Water pressure Minimum 0.4 kg/cm 2 /Maximum 2.0 kg /cm2

Fuse 2 amps

FEATURES OF AQUAGAURAD 200

RETAINS NATURAL QUALITY OF WATER

EFFECTIVE 3 STAGES PURIFICATION PROCESS

INTERNATIONAL TECHNOLOGY

SPECIAL POWER SAVINGS FEATURE

UNIQUE FLOW OF WATER

WATER CONTROL SENSOR

ULTRA COMPACT DESIGNE

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AQUAGAURD 600

TECHNICAL SPECIFICATION

Dimensions (H x D x W) 1270x 330x425mmNet Weight 33 kgsUV lamp 30 wattsPower rating with pump 230 wattsWater flow rate 600 litr/hr

Water pressure Minimum 0.4 kg/cm2/ Maximum 2.0 kg /cm2

Fuse 5 amps

FEATURES OF AQUAGAURAD 600

RETAINS NATURAL QUALITY OF WATER

EFFECTIVE 3 STAGES PURIFICATION PROCESS

INTERNATIONAL TECHNOLOGY

SPECIAL POWER SAVINGS FEATURE

UNIQUE FLOW OF WATER

WATER CONTROL SENSOR

ULTRA COMPACT DESIGNE

UNIVERSAL DIVERTER VALVE(PATENT NO. 200447)

AGCCP (AQUAGUARD COOLER CUM PURIFIER)

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TECHNICAL SPECIFICATION

Dimensions (H x D x W) 700 x 430 x 460 mm

Rated Voltage 230 Volts, 50 Hz A.CWorking Voltage Range 180-260 VoltsPower Rating 550 Watts ±10%Net Weight 40 kg

UV lamp 8 Watts

Rated Compressor Capacity 910 Kcal/hr ± 5 %Water flow rate 0.666 LPM

Water pressure Minimum 0.4 kg / cm2 Maximum 2.0 kg / cm2

Water Cooling capacityFuse 5 amps

FEATURES Last point of purification available 3-Stagepurification process of aqua guard Instant online cooling Money saving features of both cooler & purifier All season cooler with choice of room temperature water

AGSCCP (80ss)

(AQUAGUARD STORAGE COOLER CUM PURIFER)

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TECHNICAL SPECIFICATION

Dimensions (H x D x W) 640x450x1350

Operating Power Supply 230 ± 10% V AC, 50 Hz

Power Rating 625 ± 10%

Storage capacity 80 Ltr

Compressor Make Copeland or Tecumseh

Water flow rate 60 LPH

Water pressure Minimum 0.4 kg / cm2 Maximum 2.0 kg / cm2

FEATURES

Ensures absolutely safe drinking water Advanced 3-stage last point purification process

Powerful cooling system &choice of room temperature

Large cooling storage capacity

Last point of purification availa

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AGCCP(120ss)

AQUAGUARD COOLER CUM PURIFIRE

TECHNICAL SPECIFICATION

Dimensions (H x D x W) 750x570x1350

Operating Power Supply 230 ± 10% V AC, 50 Hz

Power Rating 850 ± 10%

Storage capacity 120 Ltr

Compressor Make Copeland or Tecumseh

Water flow rate 80 LPH

Water pressure Minimum 0.4 kg / cm2 Maximum 2.0 kg / cm2

FEATURES

Ensures absolutely safe drinking water Advanced 3-stage last point purification process

Powerful cooling system &choice of room temperature

Large cooling storage capacity

Last point of purification available

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BRAND AWARENESS

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Brand image is defined as consumers' perceptions as reflected by the associations they hold in their minds when they think of your brand.

Brand awareness is when people recognize your brand as yours. This does not necessarily mean they prefer your brand (brand preference), attach a high value to, or associate any superior attributes to your brand, it just means they recognize your brand and can identify it under different conditions.

Brand awareness consists of both brand recognition, which is the ability of consumers to confirm that they have previously been exposed to your brand, and brand recall, which reflects the ability of consumers to name your brand when given the product category, category need, or some other similar cue.

Aided awareness occurs when you show or read a list of brands and the person expresses familiarity with your brand only after they hear or see it.

Top-of-mind awareness occurs when you ask a person to name brands within a product category and your brand pops up first on the list.

When you think about facial tissue, gelatin, and adhesive bandages, do the brands Kleenex®, Jello®, and Band-Aid® come to mind? These brands enjoy strong top-of-mind awareness in their respective categories.

Brand awareness is not everything

Brand awareness is vitally important for all brands but high brand awareness without an understanding of what sets you apart from the competition does you virtually no good. Many marketers experience confusion on this point.

Strategic awareness occurs when not only does the person recognize your brand, but they also understand the distinctive qualities that make it better than the competition. Strategic awareness occurs when you have differentiated your brand in the mind of your market. This distinction as to why your brand is unique in your category is also referred to as your Unique Selling Proposition or USP. Your USP tells your target market what you do and stand for that is different from all of your competitors.

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Brand preference occurs when consumers prefer your brand over competing brands. Brand preference might be considered "the holy grail" of branding because it is the result of consumers knowing your brand, understanding what is unique about your brand, connecting emotionally with your brand, making a decision that your brand is superior to others for some reason or combination of reasons, and choosing it over competing brands.

Establishing a brand

I've heard very strong arguments that PUBLIC RELATION is the way a strong brand is truly established and advertising is how the brand is maintained. In fact, recently, authors Al and Laura Ries devoted an entire book, The Fall of Advertising & The Rise of PR, to reinforce and illustrate this idea (Harper, 2002).

If you think about this theory for a moment, it makes a lot of sense.

If a brand is successful in making a connection with people and communicating its distinct advantage, people will want to tell others about it and word-of-mouth advertising will develop naturally—not to mention writers in the press will want to write about the brand. Once that type of differentiation is established in the market's mind, advertising can help maintain and shape the brand.

What you need to do in branding is to communicate what the brand distinctively stands for using as few words or images as possible.

So remember, branding is all about creating singular distinction, strategic awareness, and differentiation in the mind of the target market--not just awareness. When you have been successful, you will start building equity for your brand.

The benefits of a strong brand

Here are just a few benefits you will enjoy when you create a strong brand:

A strong brand influences the buying decision and shapes the ownership experience.

Branding creates trust and an emotional attachment to your product or company. This attachment then causes your market to make decisions based, at least in part, upon emotion-- not necessarily just for logical or intellectual reasons.

A strong brand can command a premium price and maximize the number of units that can be sold at that premium.

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Branding helps make purchasing decisions easier. In this way, branding delivers a very important benefit. In a commodity market where features and benefits are virtually indistinguishable, a strong brand will help your customers trust you and create a set of expectations about your products without even knowing the specifics of product features.

Branding will help you "fence off" your customers from the competition and protect your market share while building mind share. Once you have mind share, you customers will automatically think of you first when they think of your product category.

A strong brand can make actual product features virtually insignificant. A solid branding strategy communicates a strong, consistent message about the value of your company. A strong brand helps you sell value and the intangibles that surround your products.

A strong brand signals that you want to build customer loyalty, not just sell product. A strong branding campaign will also signal that you are serious about marketing and that you intend to be around for a while. A brand impresses your firm's identity upon potential customers, not necessarily to capture an immediate sale but rather to build a lasting impression of you and your products.

Branding builds name recognition for your company or product. A brand will help you articulate your company's values and explain why you

are competing in your market.

People do not purchase based upon features and benefits

People do not make rational decisions. They attach to a brand the same way they attach to each other: first emotionally and then logically. Similarly, purchase decisions are made the same way—first instinctively and impulsively and then those decisions are rationalized.

So now that you understand some of the reasons why you should want to build a strong brand, let's talk about how you will go about building a strong brand

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ANALYSIS OF BRAND AWARENESS

Ccd &domestic machine use

This pie chart shows on total existing customers of EFL. But among total customers, 35% customers are using domestic machine and 65% customers are using ccd machine of EFL.

BRAND AWERNESS:

61%

39% YES

NO

65%

35%

ccd use

domestic

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OVER ALL BRAND AWERNESS:

USING CCD MACHINES:

68%

32%YES

NO

38%

20%

18%

21%

3%

EFL

BLUESTAR

KENT

VOLTUS

USHA

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CUSTOMER SATISFACTION

It's a well known fact that no business can exist without customers. In the

business of Website design, it's important to work closely with your customers

to make sure the site or system you create for them is as close to their

requirements as you can manage. Because it's critical that you form a close

working relationship with your client, customer service is of vital importance.

What follows are a selection of tips that will make your clients feel valued,

wanted and loved.

7-WAY TO BUILD CUSTOMER SATISFACTION

1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a customer.

If you're not used to this sort of thing it can be a pretty nerve-wracking experience.

It's important to meet your customers face to face at least once or even twice

during the course of a project. I believe that if a potential client spends over half

the meeting doing the talking, you're well on your way to a sale.

2. Respond to Messages Promptly & Keep Your Clients Informed

We all know how annoying it is to wait days for a response to an email or phone

call. It might not always be practical to deal with all customers' queries within the

space of a few hours, but at least email or call them back and let them know you've

received their message and you'll contact them about it as soon as possible.

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3. Be Friendly and Approachable

It's very important to be friendly, courteous and to make your clients feel like

you're their friend and you're there to help them out. There will be times when you

want to beat your clients over the head repeatedly with a blunt object - it happens

to all of us. It's vital that you keep a clear head, respond to your clients' wishes as

best you can, and at all times remain polite and courteous.

4. Have a Clearly-Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly defined

customer service policy is going to save you a lot of time and effort in the long run.

If a customer has a problem, what should they do? If the first option doesn't work,

then what? Should they contact different people for billing and technical enquiries?

If they're not satisfied with any aspect of your customer service, who should they

tell?

. 5. Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you were

a client of? Have you ever had a personalised sign-up confirmation email for a

service that you could tell was typed from scratch? These little niceties can be time

consuming and aren't always cost effective, but remember to do them.

Even if it's as small as sending a Happy Holidays email to all your customers, it's

something. It shows you care; it shows there are real people on the other end of

that screen or telephone; and most importantly, it makes the customer feel

welcomed, wanted and valued.

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6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of

understanding with your clients will do wonders for your working relationship.

Your client is heartily impressed, and remarks to his colleagues and friends how

very helpful and considerate his Web designers are. Meanwhile, in your office, you

lay back in your chair drinking your 7th cup of coffee that morning, safe in the

knowledge this happy customer will send several referrals your way.

7. Honour Your Promises

It's possible this is the most important point in this article. The simple message:

when you promise something, deliver. The most common example here is project

delivery dates.

Clients don't like to be disappointed. Sometimes, something may not get done, or

you might miss a deadline through no fault of your own. Projects can be late,

technology can fail and sub-contractors don't always deliver on time. In this case a

quick apology and assurance it'll be ready ASAP wouldn't go amiss.

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ASS OF EFL CCD:

0

5

10

15

20

25

FAIR POOR GOOD EXCELLENT

Series1

66%

34%

YES

NO

BREAK DOWN SERVICE:ATTENDED WITHIN:

0 0 0 0 0

6 1 25 6 21

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6

Series3

Series2

Series1

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EXPECTED TIME LAG:

61%15%

12%

12%

24 HOURS

12 HOURS

48 HOURS

36 HOURS

AMC INFLUCENCING FACTORS

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74

15

4

0

5

10

15

20

25

30

1 2 3 4

NO HEADACHEONMAINTAINANCE

CAN'T SAY

GETTING REWARRANTORY

PROPERMAINTAINANCE

BAD SERVICE

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ASS OF EFL DOMESTIC:

48%

20%

26%6% POOR

FAIR

GOOD

VERY GOOD

ABOUT PROMOTIONAL CAMPAIGN:

0

20

40

60

80

NO CAN''T SAY1

Series1

46

SATISFACTION WITH EFL

49

13 50102030405060

SA

TIS

FA

CT

ION

NO

TS

AT

ISF

AC

TIO

N

DIS

SA

TIS

FA

CT

IO

N

Series2

Series1

RESONS OF NOT/DISSATISFACTION:

0%10%20%30%40%50%60%70%80%90%

100%

1 2 3 4

GOOD SERVICE

AVAILABLEINDIFFERENTCAPACITY

BAD SERVICE

POOR SERVICE

SUGGESTIONS:

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MARKET POTENTIAL

Planning, development and introduction of new products is always associated with uncertainty. Specific knowledge regarding potential target consumers and their probable spending on the new product provides you with more certainty concerning the market success of new product developments. We can offer you precise and reliable information in this area after conducting a market potential analysis.

Definition and Goals

Market potential describes the maximum capacity of a defined market for a specific product / a service within a defined time period. In this context market refers to the total of all potential consumers with a certain need or desire who are willing or able to satisfy this need or this desire through the purchase of products / services. The sales potential can then be derived from the results of the market potential analysis. Market potential consists of the upper limit of total demand which would theoretically be converged on at (infinite) rise of marketing expenditures of all relevant providers (see figure).

Applications

Market potential analyses are especially used for growth or unsaturated markets for which “market size” cannot simply be estimated through the actual market volume. Market potential analysis offers decision support for specific questions for which such as:

0%10%20%30%40%50%60%70%80%90%

100%

1 2 3

BETTERSERVICE FORFUTURE

IMPROVESERVICE

NO

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Exploration of potential (target) markets

Determination of company locations

Evaluation of ideas (screening)

Designation of sales areas

Benefits of Market Potential Analysis Understand market potential for a single store, network of stores or a new market Deploy resources effectively by ranking markets in priority order Forecast total opportunity in terms of number of customers and revenue potential Estimate your market share

USING CCD MACHINES:

68%

32%YES

NO

FUTURE REQUIREMENT:

Y E S

NO

FUTURE REQUIREMENT MODEL:

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19%

65%

3%

13%

AG200

ACCP

AG600

80SS

SWOT ANALYSIS

In my view my study of the brand awareness,customer satisfaction in Eureka Forbes ltd. has certain limitation because I just spent only eight weeks in Eureka Forbes ltd. and whatever information during that short period I could gather I worked upon that. Thus my study does not present an overall view of the basic function in this company.

SWOT ANALYSIS

Strength

1. Aquaguard has wide acceptance as a generic name for water purifiers.

2. Aquaguard most trusted brand.

3. Aquaguard creates record- 41000 homes aquagurded in India.

1. Annual maintenance.

2. Customer’s service.

Strength

Weakness

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Opportunity

1. In Eastern region the brand preference is much more higher than other region.

1. Threat’s from MNC’s: They need to be as efficient as possible in order to keep prices down if & when competitors move in 8575 Rs. Aquaguard to appealing next PURE IT in 1499 Rs.

2. Different foreign company’s penetrate in Indian market.

Market Scenario

Clean drinking water is huge problem in India. The water, comes through the tap is not safety, and is riddle with Bacteria. So, selling water purifiers is a big market in India. In fact, estimates show that it highest be worth up to Rs.710 crors. Companies are advertising heavily on television to grab a price of the market preying on the fears of the general public People often do not comprise when it comes to the safety of their family and so are willing to spend a months wage on buying water purifier. Buying a water purifier can be very risky, because there are so many to chose from with different feature. Some of their include..

Company Name Rank

Aqugagard 1Kent 2 Pure it 3 Kenster 4 Philips 5

Videocon 6 Aero 7

Opportunity Threat

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Pristime 8

SUGGESTION AND

RECOMMENDATION

May I help you desk – There should be a special staff to cater to the needs of

customer.

Unaware customer- Customer with whom I talked ,they are unaware about ,like

the function of RO & UV etc.

Others:-

Service processing time should not be delayed.

Information must be made available through some kind of voice interface.

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LIMITATION

1) Distributor’s was not interested on survey.

2) Time is also a constraint for covering the entire market through and through.

3) Expenditure incurred for the survey was also one of the constrains.

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CONCLUSION

According to the survey I found that Eureka forbes is the market

follower in the region. It has try to got a good market share

compared to its competitor.

The main reason for its market share is that the market

for the product is perfect competitor .integrated system in

distribution channel is important for sales promotion & publicity

also essential. So we think that it is not sufficient for this product

in order to promote the product in an perfect competitor in

market.

So to remain a dominant player in the market Eureka

forbes.. should increase its advertisement cost, distribution

channel. Also it should follow a dynamic and competitive pricing

policy so attract people from all income group strata.

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Bibliography

List of books:

Marketing Management by KOTLER KELLER

Sales Management by RICHARD R .STILL, A.P.GOVONI

News Papers:

MINT

Economics Times

Journals

Websites:

Www. Google.com

Www. Wikipedia.com

Www .Eureka Forbes.com

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QUESTOINNAIRE

1.(a) Name of Organization:

(b) No,of Departments:

(c) No.of Workers:

2. Address :

3.Contact no :

4.Do you know about water purifier?

5.If yes…please name any brands of water purifier

6.Do you know about Aqua Guard of Eureka Forbes?

7.Do you know Corporate Care Division(CCD) of EFL?

8.Do your organization use Aqua Guard of Eureka Forbes?

9.If Yes..Details…

10.If no….why?

11.Are you using any water cooler?

12.If Yes….(a)Brand (b)Model/capacity

13.Are you aware Heavy duty Water Purifier and Cooler Cum Purifier of EFL-CCD?

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14.Are you using any heavy duty purifier/cooler cum purifier?

15.If Yes…Details…

16.If No..Why?

17.Are you using any domestic aquaguard??18.If Yes..Model No.

19.Why are you using domestic except using CCD(Heavy Duty)?

20.Any plan to buy aqua guard of CCD.? Yes: No:

21.If Yes …Which model______________ How many_________________

23.The After Sales Service of EFL(Domestic) is?

Poor: Good: Very Good: Excellent:

24. The After Sales Service of EFL(CCD) is?

Poor: Good: Very Good: Excellent:

25.Are you satisfied with Eureka Forbes?

26.If no…Why?

27.Any Suggestion for Eureka Forbes

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