nokia cust rela mgmt

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Nokia Mobiles 20132014

Dept. of Commerce & Management ~ 1 ~

Introduction


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INTRODUCTION

Customer Relationship Management entails all aspects of interaction a company has

with its customer, whether it is sales or service related; it starts with the foundation of

relationship marketing. CRM is a systematic approach towards using information andongoing dialogue to built long losing mutually beneficial customer relationship. The use of

CRM technology forms the crucial front-end of any e-business strategy, essentially CRM has

emerged as convivial weapon in the hands of the industry laggards as well as leaders to

cascade the business suites; the only touch point which is formulating this base is the

awareness amongst the corporatists to suffice the customers already available to the

companies to large extent.

In todays first-paced competitive business environment its more important than ever

to create and maintain long-losing business relationships.

Today, Customer Relationship Management (CRM) manages business process

spanning sales, support, and marketing creating effective customer interactions. Given the

purpose of CRM, the functionality is straightforward, and the benefits of successful

deployments clearly generate value and profitability for any company. Grate CRM solutions

need to encourage users to interact with the application as well as be in-tune with the business

and IT cost-saving needs.

For the modern-day CRM to be world class it needs to be revolutionary in market

incursion and evolutionary in technological up gradation.

Today the major business focus is towards endowing value addition to the sales cycle, and

customer retention rather than constructing a new customer base which is costlier and also an

uncertain chase from business perspective. The basic philosophy behind CRM is that a

companys relationship with the customer would be the biggest asset in the long-run.

It is now vital for CRM vendors to develop a sound understanding of their target

organizations customer and deliver them with solutions which help in achieving long-term

business relations with their customers. Vendors must also build long-term customer

relationship management strategies with the end-user organizations to assure a series of

deployments, and hence ensuring a regular revenue stream for themselves as well as their

customers.


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CHAPTER 1Company Profile


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COMPANY PROFILE

Nokia Corporation is a Finnish multinational communications corporation that is

headquartered in Keilaniemi,Espoo, a city neighboring Finland's capital Helsinki.Nokia is

engaged in the manufacturing of mobile devices and in converging Internet and

communications industries, with over 123,000 employees in 120 countries, sales in more than

150 countries and global annual revenue of EUR 41 billion and operating profit of 1.2

billion as of 2009. It is the world's largest manufacturer of mobile telephones: its global

devicemarket share was 30% in the third quarter 2010, down from an estimated 34% in the

third quarter 2009 and an estimated 33% in the second quarter 2010. Nokia's estimated share

of theconverged mobile device market was 38% in the third quarter, compared with 41% in

the second quarter 2010. Nokia produces mobile devices for every majormarket segment andprotocol, including GSM, CDMA, and W-CDMA (UMTS). Nokia offers Internet services

such asapplications,games,music,maps,media andmessaging through itsOviplatform.

Nokia has sites for research and development, manufacture and sales in many

countries throughout the world. As of December 2009, Nokia had Research and Development

(R&D) presence in 16 countries and employed 37,020 people in research and development,

representing approximately 30% of the group's totalworkforce.The Nokia Research Center,

founded in 1986, is Nokia's industrial research unit consisting of about 500 researchers,

engineers and scientists. It has sites in seven countries: Finland, China, India, Kenya,

Switzerland, the United Kingdom and the United States. Besides its research centers, in 2001

Nokia founded (and owns)INdTNokia Institute of Technology, a R&D institute located in

Brazil. Nokia operates a total of 15 manufacturing facilities[10] located at Espoo,Oulu and

Salo, Finland; Manaus, Brazil; Beijing, Dongguan and Suzhou, China; Farnborough,

England;Komrom,Hungary;Chennai,India;Reynosa,Mexico;Jucu,Romania andMasan,

South Korea. Nokia's industrial design department is headquartered in Soho in London,

England with significant satellite offices in Helsinki, Finland andCalabasas, California in the

USA.

Nokia is apublic limited liability company listed on theHelsinki,Frankfurt,andNew

York stock exchanges. Nokia plays a very large role in theeconomy of Finland;it is by far

the largestFinnish company,accounting for about a third of themarket capitalization of the

Helsinki Stock Exchange (OMX Helsinki) as of 2007, a unique situation for an industrialized

country.It is an important employer in Finland and several small companies have grown into

large ones as its partners and subcontractors.Nokia increased Finland'sGDPby more than
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Espoohttp://en.wikipedia.org/wiki/Keilaniemihttp://en.wikipedia.org/wiki/Multinational_corporationhttp://en.wikipedia.org/wiki/Finland


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1.5% in 1999 alone. In 2004 Nokia's share of the Finnish GDP was 3.5% and accounted for

almost a quarter of Finland's exports in 2003.

In recent years, Finns have consistently ranked Nokia as one of the best Finnish

brands. In 2008, it was the 27th most respected brand among Finns, down from sixth place in

2007. The Nokia brand, valued at $29.5 billion, is listed as the eight most valuable global

brand in the Interbrand/BusinessWeek Best Global Brands list of 2010 (first non-US

company). It is the number one brand in Asia (as of 2007) and Europe (as of 2009), the 41st

most admirable company worldwide in Fortune's World's Most Admired Companies list of

2010 (third in Network and Other Communications Equipment, seventh non-US company),

and the world's 120th largest company as measured byrevenue inFortune Global 500 list of

2010. As of 2010,AMR Research ranks Nokia's globalsupply chain number nineteen in the

world. In July 2010, Nokia announced that their profits had dropped 40%. In the global

smartphone rivalry, Nokia dominates the worldwide mobile markets, but remains fragile in

the United States.

History of Nokia:

Nokia's history starts in 1865 when mining engineer Fredrik Idestam established a

groundwood pulp mill on the banks of the Tammerkoski rapids in the town of Tampere, in

southwestern Finland, and startedmanufacturing paper.In 1868, Idestam built a second mill

near the town ofNokia,fifteen kilometers (nine miles) west of Tampere by the Nokianvirta

river, which had better resources forhydropowerproduction. In 1871, Idestam, with the help

of his close friend statesman Leo Mechelin, renamed and transformed his firm into a share

company, thereby founding the Nokia Company, the name it is still known by today.

Toward the end of the 19th century, Mechelin's wishes to expand into theelectricitybusiness

were at first thwarted by Idestam's opposition. However, Idestam's retirement from the management

of the company in 1896 allowed Mechelin to become the company's chairman (from 1898 until 1914)

and sell most shareholders on his plans, thus realizing his vision. In 1902, Nokia added electricity

generation to its business activities

The three companies, which had been jointly owned since 1922, were merged to form

a new industrial conglomerate, Nokia Corporation in 1967 and paved the way for Nokia's

future as a global corporation. The new company was involved in manyindustries,producing

at one time or another paper products, car and bicycle tires, footwear (including rubber

boots), communications cables, televisions and other consumer electronics, personal

computers, electricity generation machinery, robotics, capacitors, military communications

and equipment (such as the SANLA M/90 device and the M61 gas mask for the Finnish
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Army), plastics, aluminium and chemicals. Each business unit had its own director who

reported to the first Nokia Corporation President,Bjrn Westerlund.As the president of the

Finnish Cable Works, he had been responsible for setting up the companys first electronics

department in 1960, sowing the seeds of Nokias future in telecommunications.

Eventually, the company decided to leave consumer electronics behind in the 1990s

and focused solely on the fastest growing segments in telecommunications. Nokian Tyres,

manufacturer of tyres split from Nokia Corporation to form its own company in 1988 and two

years laterNokian Footwear,manufacturer of rubber boots, was founded. During the rest of

the 1990s, Nokia divested itself of all of its non-telecommunications businesses.

The seeds of the current incarnation of Nokia were planted with the founding of the

electronics section of the cable division in 1960 and the production of its first electronic

device in 1962: a pulse analyzer designed for use innuclear powerplants. In the 1967 fusion,

that section was separated into its own division, and began manufacturing

telecommunications equipment. A key CEO and subsequent Chairman of the Board was

vuorineuvosBjrn "Nalle" Westerlund (19122009), who founded the electronics department

and let it run a loss for 15 years.

In the 1970s and 1980s, Nokia developed the Sanomalaitejrjestelm ("Message

device system"), a digital, portable and encrypted text-based communications device for the

Finnish Defence Forces. In the 1980s, during the era of its CEO Kari Kairamo, Nokia

expanded into new fields, mostly by acquisitions. In the late 1980s and early 1990s, the

corporation ran into serious financial problems, a major reason being its heavy losses by the

television manufacturing division and businesses that were just too diverse. These problems,

and a suspected total burnout,probably contributed to Kairamo taking his own life in 1988.

After Kairamo's death,Simo Vuorilehtobecame Nokia's Chairman and CEO. In 19901993,

Finland underwentsevere economic depression,which also struck Nokia. Under Vuorilehto's

management, Nokia was severely overhauled. The company responded by streamlining its

telecommunications divisions, and by divesting itself of the television and PC divisions.
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Nokia India:

Nokia has played a pioneering role in the growth of cellular technology in India,

starting with the first-ever cellular call a decade ago, made on a Nokia mobile phone over a

Nokia-deployed network.Nokia started its India operations in 1995, and presently operates out of offices in

New Delhi, Mumbai, Kolkata,Jaipur,Lucknow,Chennai, Bangalore, Pune and Ahmedabad.

The Indian operations comprise of the handsets business; R&D facilities in Bangalore and

Mumbai; a manufacturing plant in Chennai and a Design Studio in Bangalore.

Over the years, the company has grown manifold with its manpower strength

increasing from 450 people in the year 2004 to over 15000 employees in March 2008

(including Nokia Siemens Networks). Today, India holds the distinction of being the second

largest market for the company globally.

Devices business

Nokia has established itself as the market and brand leader in the mobile devices

market in India. The company has built a diverse product portfolio to meet the needs of

different consumer segments and therefore offers devices across five categories ie. Entry,

Live, Connect, Explore and Achieve. These include products that cater to first time

subscribers to advanced business devices and high performance multimedia devices for

imaging, music and gaming.

Nokia has been working closely with operators in India to increase the geographical

coverage and lower the total cost of ownership for consumers. Today, Nokia has one of the

largest distribution network with presence across 1,30,000 outlets. In addition, the company

also has Nokia Priority Dealers across the country and Nokia Concept stores in Bangalore,

Delhi, Jaipur, Hyderabad, Chandigarh, Ludhiana, Chennai, Indore and Mumbai to provide

customers a complete mobile experience.

Services business

With the global launch of Ovi, the company's Internet services brand name, Nokia is

renewing itself to be at the forefront of the convergence of internet and mobility. From being

a product centric company, Nokia is now focusing to become solutions centric. The strategic

shift is built on Nokias bid to retain consumers and empower Nokia device owners to realise

the full potential of the Internet. Nokia will build a suite of Internet based services like Nokia

Maps, the Nokia Music Store and Nokia N-Gage around its Ovi brand.


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Infrastructure business

Nokia Siemens Networks is a leading global enabler of communications services. The

company provides a complete, well-balanced product portfolio of mobile and fixed network

infrastructure solutions and addresses the growing demand for services with 20,000 service

professionals worldwide. Its operations in India include Sales & Marketing, Research &

Development, Manufacturing and Global Networks Solutions Centre. Headquartered in

Gurgaon, Nokia Siemens Networks has 47 offices and presence in over 170 locations across

the country.

Manufacturing in India

Nokia has set up its mobile device manufacturing facility in Chennai, India to meet

the burgeoning demand for mobile devices in the country. The manufacturing facility is

operational with an investment of USD 210 million and currently employs 8000 people.

Nokia has recently announced fresh investments to the tune of US $ 75 million towards its

manufacturing plant in Sriperumbudur, Chennai for the year 2008.Mission and Vision:

The road ahead

Until now, development in our industry has mainly been a matter of delivering

connections more, faster, cheaper, and more efficient. This is still important. The

connectivity explosion continues, and by 2015 we know that 5 billion people and further

billions of devices will be connected. So, we must continue applying our expertise in order to

deliver on the reality of hundred-fold increases in traffic.

Our mission

By improving efficiency and experience we have built value by addressing

efficiency, and we continue to do that. But we also need to address the customers need for a

better experience, because its experience that builds relationships, and relationships that

build value.

Our vision

We believe that CSPs can ultimately enable and deliver a segment of one where

they can define and enhance the service experience for each and every individual. Customers

whose communications experience fit and works for them dont change operators. And

operators who can devote themselves to enriching the customers experience build stronger,

more lasting and profitable customer relationships.


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The individual communications experience is the greatest value a communications

service provider can deliver to their customer, and so its the greatest value we can support

communications service providers in delivering.

Logos

Past

okia Companylogo. Founded inTampere in 1865,incorporated in

okia in 1871.

The brand logo ofFinnish RubberWorks,founded inHelsinki in 1898.Logo from 19651966.

The NokiaCorporation"arrows" logo,used before the"Connecting

People"logo.

okia introduced its"Connecting People"

advertising slogan,coined by OveStrandberg and usedsince 1992.

Present

okia's current logo usedsince 2006, with theredesigned "Connecting

People"slogan.

okia Siemensetworks logo.

Founded in 2007.

Navteq logo. Founded in1985, acquired by Nokiain 2007.
http://en.wikipedia.org/wiki/Tamperehttp://en.wikipedia.org/wiki/Nokia,_Finlandhttp://en.wikipedia.org/wiki/Nokian_Footwearhttp://en.wikipedia.org/wiki/Nokian_Footwearhttp://en.wikipedia.org/wiki/Helsinkihttp://en.wikipedia.org/wiki/Advertising_sloganhttp://en.wikipedia.org/wiki/Nokia_Siemens_Networkshttp://en.wikipedia.org/wiki/Nokia_Siemens_Networkshttp://en.wikipedia.org/wiki/Navteqhttp://en.wikipedia.org/wiki/File:NAVTEQ_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Siemens_Networks_logo.svghttp://en.wikipedia.org/wiki/File:Nokian_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Connecting_People.svghttp://en.wikipedia.org/wiki/File:Nokia_arrows_logo.svghttp://en.wikipedia.org/wiki/File:Finnish_Rubber_Works_(Nokia)_logo_1965.svghttp://en.wikipedia.org/wiki/File:Nokia_logo_(1865).svghttp://en.wikipedia.org/wiki/File:NAVTEQ_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Siemens_Networks_logo.svghttp://en.wikipedia.org/wiki/File:Nokian_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Connecting_People.svghttp://en.wikipedia.org/wiki/File:Nokia_arrows_logo.svghttp://en.wikipedia.org/wiki/File:Finnish_Rubber_Works_(Nokia)_logo_1965.svghttp://en.wikipedia.org/wiki/File:Nokia_logo_(1865).svghttp://en.wikipedia.org/wiki/File:NAVTEQ_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Siemens_Networks_logo.svghttp://en.wikipedia.org/wiki/File:Nokian_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Connecting_People.svghttp://en.wikipedia.org/wiki/File:Nokia_arrows_logo.svghttp://en.wikipedia.org/wiki/File:Finnish_Rubber_Works_(Nokia)_logo_1965.svghttp://en.wikipedia.org/wiki/File:Nokia_logo_(1865).svghttp://en.wikipedia.org/wiki/File:NAVTEQ_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Siemens_Networks_logo.svghttp://en.wikipedia.org/wiki/File:Nokian_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Connecting_People.svghttp://en.wikipedia.org/wiki/File:Nokia_arrows_logo.svghttp://en.wikipedia.org/wiki/File:Finnish_Rubber_Works_(Nokia)_logo_1965.svghttp://en.wikipedia.org/wiki/File:Nokia_logo_(1865).svghttp://en.wikipedia.org/wiki/File:NAVTEQ_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Siemens_Networks_logo.svghttp://en.wikipedia.org/wiki/File:Nokian_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Connecting_People.svghttp://en.wikipedia.org/wiki/File:Nokia_arrows_logo.svghttp://en.wikipedia.org/wiki/File:Finnish_Rubber_Works_(Nokia)_logo_1965.svghttp://en.wikipedia.org/wiki/File:Nokia_logo_(1865).svghttp://en.wikipedia.org/wiki/File:NAVTEQ_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Siemens_Networks_logo.svghttp://en.wikipedia.org/wiki/File:Nokian_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Connecting_People.svghttp://en.wikipedia.org/wiki/File:Nokia_arrows_logo.svghttp://en.wikipedia.org/wiki/File:Finnish_Rubber_Works_(Nokia)_logo_1965.svghttp://en.wikipedia.org/wiki/File:Nokia_logo_(1865).svghttp://en.wikipedia.org/wiki/File:NAVTEQ_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Siemens_Networks_logo.svghttp://en.wikipedia.org/wiki/File:Nokian_logo.svghttp://en.wikipedia.org/wiki/File:Nokia_Connecting_People.svghttp://en.wikipedia.org/wiki/File:Nokia_arrows_logo.svghttp://en.wikipedia.org/wiki/File:Finnish_Rubber_Works_(Nokia)_logo_1965.svghttp://en.wikipedia.org/wiki/File:Nokia_logo_(1865).svghttp://en.wikipedia.org/wiki/Navteqhttp://en.wikipedia.org/wiki/Nokia_Siemens_Networkshttp://en.wikipedia.org/wiki/Nokia_Siemens_Networkshttp://en.wikipedia.org/wiki/Advertising_sloganhttp://en.wikipedia.org/wiki/Helsinkihttp://en.wikipedia.org/wiki/Nokian_Footwearhttp://en.wikipedia.org/wiki/Nokian_Footwearhttp://en.wikipedia.org/wiki/Nokia,_Finlandhttp://en.wikipedia.org/wiki/Tampere


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CHAPTER 2PRODUCT PROFILE


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PRODUCT PROFILE

NOKIA

Nokia is well thought-out as the product name in mobiles phones. They are helping the

people with UN-matchable services in cellphones and mobile phones sector from last many

days . Now a days, we can say that nokia is in the point that it can be called as bench mark for

all other mobile phone company. Nokia has brought great improvement in cellphones and

mobile phones. They expand a proper platform for mobiles like different version of OS.

mostly nokia itself is a strong platform for the improvement of mobile phones and working

systems related to wireless and mobile phone phones and it is right to said that nokia bring

out new prospect in mobile phone ring.

Nokia Asha series phones:

Now Finnish firm has also brought out their latest and popular range of smart devices with

adorable and highly functionalNokia Asha series phones.These phones are so designed that

they cater to the needs of the wider audience with their unique feel and overall aspects. The

best feature is the competent price factor that enables buyers of all classes to lay their hands

over the device which is not only technology capable but great in design too. And if you are

media savy the presence wide application related to multimedia saves your day.

Nokia Asha Series Phones Deals

All the competent and much desired Nokia Asha phones are easily and widely available in

the Indian market through lucrative and affordable mobile phone deals. The top deals are

SIM free, Pay as you go and Contract mobile deals. It is Nokia Asha contract dealswhich is

very much desired by the potential buyers all over the country. These deals are bestowed by

the stellar mobile operators which are Vodafone, Three,T-mobile and O2. Once in deal,buyers can take home not only the handset but also attractive free gifts and incentives as well.
http://nokiamobilephonedetail.blogspot.in/2011/04/nokia.htmlhttp://www.bestcontractmobilephones.co.uk/nokia-phones.htmlhttp://www.bestcontractmobilephones.co.uk/nokia-phones.htmlhttp://www.bestcontractmobilephones.co.uk/nokia-phones.htmlhttp://www.bestcontractmobilephones.co.uk/nokia-phones.htmlhttp://www.bestcontractmobilephones.co.uk/nokia-phones.htmlhttp://2.bp.blogspot.com/-2NnFYXdmVBI/TbxAkyB4IAI/AAAAAAAAAAc/HSunHTRL2eg/s1600/nokia-5800-xpressmusic-touchscreen-tube-cool-cell-phones-of-2008.jpghttp://www.bestcontractmobilephones.co.uk/nokia-phones.htmlhttp://www.bestcontractmobilephones.co.uk/nokia-phones.htmlhttp://nokiamobilephonedetail.blogspot.in/2011/04/nokia.html


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They are free laptop, LCD TV DVD player and many more that are provided along with the

handset. Save money with cost saving incentives as well such as free text messages, free talk

time, reduced call rates, limited web browsing and instant cash back to name a few. The

duration of the contract varies from 12,18 and 24 months. Once contract is signed it cannot be

broken until contract period is over.

Users can get all the lucrative deals online as well. There are several online mobile portals

who are offering deals with best of offers and bargains along with handset of your choice. So,

waste no time and select the Asha phone that allures you the most online!

Nokia Lumia series

The first phones in theNokia Lumia series, theLumia 800 and theLumia 710, were

introduced to the market in November, 2011. With this series Nokia moved away from the

Symbian OS to the Windows Phone OS, eventually making, in popular opinion, a reasonably

successful foray into the world of smartphones. Today, the series has 10 phones, with the

11th- the Lumia 925, slated to release soon.

Letstake a look at three of the most popular phones in the series- the Lumia 520, the Lumia

720, and the Lumia 920.
http://www.junglee.com/s/ref=jblog_nokialumiaseries07042013?rh=n%3A683847031%2Cn%3A%21683848031%2Cn%3A803028031%2Cn%3A803073031%2Cp_15%3Anokia%2Cp_n_operating_system_browse-bin%3A1353816031&bbn=803073031&ie=UTF8&qid=1372927730&rnid=1353808031http://www.junglee.com/s/ref=jblog_nokialumiaseries07042013?rh=n%3A683847031%2Cn%3A%21683848031%2Cn%3A803028031%2Cn%3A803073031%2Cp_15%3Anokia%2Cp_n_operating_system_browse-bin%3A1353816031&bbn=803073031&ie=UTF8&qid=1372927730&rnid=1353808031http://www.junglee.com/s/ref=jblog_nokialumiaseries07042013?rh=n%3A683847031%2Cn%3A%21683848031%2Cn%3A803028031%2Cn%3A803073031%2Ck%3A800%2Cp_n_operating_system_browse-bin%3A1353816031&bbn=803073031&keywords=800&ie=UTF8&qid=1372927895&rnid=1353808031http://www.junglee.com/s/ref=jblog_nokialumiaseries07042013?rh=n%3A683847031%2Cn%3A%21683848031%2Cn%3A803028031%2Cn%3A803073031%2Ck%3A710%2Cp_n_operating_system_browse-bin%3A1353816031&bbn=803073031&keywords=710&ie=UTF8&qid=1372927905&rnid=1353808031http://www.junglee.com/s/ref=jblog_nokialumiaseries07042013?rh=n%3A683847031%2Cn%3A%21683848031%2Cn%3A803028031%2Cn%3A803073031%2Ck%3A710%2Cp_n_operating_system_browse-bin%3A1353816031&bbn=803073031&keywords=710&ie=UTF8&qid=1372927905&rnid=1353808031http://www.junglee.com/s/ref=jblog_nokialumiaseries07042013?rh=n%3A683847031%2Cn%3A%21683848031%2Cn%3A803028031%2Cn%3A803073031%2Ck%3A800%2Cp_n_operating_system_browse-bin%3A1353816031&bbn=803073031&keywords=800&ie=UTF8&qid=1372927895&rnid=1353808031http://www.junglee.com/s/ref=jblog_nokialumiaseries07042013?rh=n%3A683847031%2Cn%3A%21683848031%2Cn%3A803028031%2Cn%3A803073031%2Cp_15%3Anokia%2Cp_n_operating_system_browse-bin%3A1353816031&bbn=803073031&ie=UTF8&qid=1372927730&rnid=1353808031http://www.junglee.com/s/ref=jblog_nokialumiaseries07042013?rh=n%3A683847031%2Cn%3A%21683848031%2Cn%3A803028031%2Cn%3A803073031%2Cp_15%3Anokia%2Cp_n_operating_system_browse-bin%3A1353816031&bbn=803073031&ie=UTF8&qid=1372927730&rnid=1353808031


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TheLumia 920 delivers on Nokias strengths- an excellent camera, display and build. The

4.5-inch IPS display delivers clear images in rich detail, with a display that is as clear

outdoors, as it is indoors. The 8.7-megapixel camera, with a f/2.0 Carl Zeiss lens, image

stabilization , good performance in low light conditions, and editing options that allow you to

remove unwanted elements from images (smart shoot) and animate parts of your picture

(cinemagraph)- which are both fun features to have, are the phones merits. The device

features a 1.5GHz dual-core processor and a 1GB RAM, a 2000 mAh battery, and a wireless

charging pad (sold separately) for those who prefer it to a regular charger. Again, the

limitation is the app-store, but this is likely to limit only users looking for something beyond

the most popular apps (save a few popular exceptions).
http://www.junglee.com/s/ref=jblog_nokialumiaseries07042013?rh=n%3A683847031%2Cn%3A%21683848031%2Cn%3A803028031%2Cn%3A803073031%2Ck%3A920%2Cp_n_operating_system_browse-bin%3A1353816031&bbn=803073031&keywords=920&ie=UTF8&qid=1372927874&rnid=1353808031http://www.junglee.com/s/ref=jblog_nokialumiaseries07042013?rh=n%3A683847031%2Cn%3A%21683848031%2Cn%3A803028031%2Cn%3A803073031%2Ck%3A920%2Cp_n_operating_system_browse-bin%3A1353816031&bbn=803073031&keywords=920&ie=UTF8&qid=1372927874&rnid=1353808031


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Modern series (C/E/N/X)

1. Nokia CseriesThe Nokia Cseries is an affordable series

optimized for social networking and sharing.

C1-00 and C2-00 are Dual-SIM phones, but for

the Nokia C1-00, both SIM cards cannot be

utilized at the same time.

2. Nokia EseriesThe Nokia Eseriesconsists of business-

oriented smartphones, with emphasis on

enhanced connectivity and support for corporate

e-mail push services. All devices have advanced

office features. Phones equipped withWireless

LAN also provide aVoIP client (SIPProtocol).

3. Nokia NseriesThe Nokia Nseries is Nokia's most advanced smartphone series. It is for people who wish to

have advanced multimedia and connectivity features and as many other features as possibleinto one device.

4. Nokia Xseries

The Nokia Xis a mid-tier smartphone developed byNokia, unveiled as part of the

newNokia X family on February 24, 2014. The Nokia X runs a modified (forked) version

ofAndroid, containingapps and services from Nokia andMicrosoft,instead ofGoogle.The

forked OS mimics Microsoft'sMetro UI as featured onWindows Phone, and inherits some

features of theAsha platform,such as Fastlane. The device shipped on the same day as the

unveiling, with Nokia targeting the product for emerging markets.
http://en.wikipedia.org/wiki/List_of_Nokia_products#Modern_series_.28C.2FE.2FN.2FX.29http://en.wikipedia.org/wiki/List_of_Nokia_products#Nokia_Cserieshttp://en.wikipedia.org/wiki/List_of_Nokia_products#Nokia_Eserieshttp://en.wikipedia.org/wiki/Wireless_LANhttp://en.wikipedia.org/wiki/Wireless_LANhttp://en.wikipedia.org/wiki/VoIPhttp://en.wikipedia.org/wiki/Session_Initiation_Protocolhttp://en.wikipedia.org/wiki/List_of_Nokia_products#Nokia_Nserieshttp://en.wikipedia.org/wiki/List_of_Nokia_products#Nokia_Xserieshttp://en.wikipedia.org/wiki/Nokiahttp://en.wikipedia.org/wiki/Nokia_X_familyhttp://en.wikipedia.org/wiki/Software_forkhttp://en.wikipedia.org/wiki/Android_OShttp://en.wikipedia.org/wiki/Appshttp://en.wikipedia.org/wiki/Microsofthttp://en.wikipedia.org/wiki/Googlehttp://en.wikipedia.org/wiki/Metro_UIhttp://en.wikipedia.org/wiki/Windows_Phonehttp://en.wikipedia.org/wiki/Asha_platformhttp://en.wikipedia.org/wiki/Asha_platformhttp://en.wikipedia.org/wiki/Windows_Phonehttp://en.wikipedia.org/wiki/Metro_UIhttp://en.wikipedia.org/wiki/Googlehttp://en.wikipedia.org/wiki/Microsofthttp://en.wikipedia.org/wiki/Appshttp://en.wikipedia.org/wiki/Android_OShttp://en.wikipedia.org/wiki/Software_forkhttp://en.wikipedia.org/wiki/Nokia_X_familyhttp://en.wikipedia.org/wiki/Nokiahttp://en.wikipedia.org/wiki/List_of_Nokia_products#Nokia_Xserieshttp://en.wikipedia.org/wiki/List_of_Nokia_products#Nokia_Nserieshttp://en.wikipedia.org/wiki/Session_Initiation_Protocolhttp://en.wikipedia.org/wiki/VoIPhttp://en.wikipedia.org/wiki/Wireless_LANhttp://en.wikipedia.org/wiki/Wireless_LANhttp://en.wikipedia.org/wiki/List_of_Nokia_products#Nokia_Eserieshttp://en.wikipedia.org/wiki/List_of_Nokia_products#Nokia_Cserieshttp://en.wikipedia.org/wiki/List_of_Nokia_products#Modern_series_.28C.2FE.2FN.2FX.29


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Online services Ovi (Nokia) N-Gage (service)

Software solutions

Nokia PC Suite Nokia Ovi Suite Nokia Photos Nokia Lifeblog Intellisync Mobile Suite Nokia Business Center

Nokia Sensor Gammu andWammu for both Linux and MS

Windows Nokia Maps Nokia Sports Tracker Nokia Software Updater Qt (framework)

Accessories

Nokia produces accessories to their products too many to list here. Such accessories include:

Carrying and styling:carrying cases, phone jewellery, shells Car solutions: car kits, car phones, portable solutions, mobile holders, car

accessories, car navigation

Headsets:audio adapters, bluetooth headsets, wired headsets, loopsets Memory cards and cables Music related products:audio adapters, music packs, music streaming, speakers Navigation:GPS modules, navigation kits, car navigation Home and office: desk stands, imaging, wireless digital pens, wireless keyboards,

mobile TV receivers

Power:batteries, chargers, charger adaptersInternet Stick:Nokia HSPA-modemCS-15 operates in3G network, with maximum

download speeds of 14.4Mbps and upload speeds of 2.1Mbps.
http://en.wikipedia.org/wiki/Ovi_(Nokia)http://en.wikipedia.org/wiki/N-Gage_(service)http://en.wikipedia.org/wiki/Nokia_PC_Suitehttp://en.wikipedia.org/wiki/Nokia_Ovi_Suitehttp://en.wikipedia.org/wiki/Nokia_Lifebloghttp://en.wikipedia.org/wiki/Nokia_Business_Centerhttp://en.wikipedia.org/wiki/Nokia_Sensorhttp://en.wikipedia.org/wiki/Gammu_(software)http://en.wikipedia.org/wiki/Wammuhttp://en.wikipedia.org/wiki/Nokia_Mapshttp://en.wikipedia.org/wiki/Nokia_Sports_Trackerhttp://en.wikipedia.org/wiki/Nokia_Software_Updaterhttp://en.wikipedia.org/wiki/Qt_(framework)http://en.wikipedia.org/w/index.php?title=Nokia_CS-15&action=edit&redlink=1http://en.wikipedia.org/wiki/3Ghttp://en.wikipedia.org/wiki/3Ghttp://en.wikipedia.org/w/index.php?title=Nokia_CS-15&action=edit&redlink=1http://en.wikipedia.org/wiki/Qt_(framework)http://en.wikipedia.org/wiki/Nokia_Software_Updaterhttp://en.wikipedia.org/wiki/Nokia_Sports_Trackerhttp://en.wikipedia.org/wiki/Nokia_Mapshttp://en.wikipedia.org/wiki/Wammuhttp://en.wikipedia.org/wiki/Gammu_(software)http://en.wikipedia.org/wiki/Nokia_Sensorhttp://en.wikipedia.org/wiki/Nokia_Business_Centerhttp://en.wikipedia.org/wiki/Nokia_Lifebloghttp://en.wikipedia.org/wiki/Nokia_Ovi_Suitehttp://en.wikipedia.org/wiki/Nokia_PC_Suitehttp://en.wikipedia.org/wiki/N-Gage_(service)http://en.wikipedia.org/wiki/Ovi_(Nokia)


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CHAPTER 3Literature Review


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CUSTOMER RELATIONSHIP MANAGEMENT

CRM stands for Customer Relationship Management. It is a strategy used to learn

more about customers' needs and behaviors in order to develop stronger relationships with

them. After all, good customer relationships are at the heart of business success. There are

many technological components to CRM, but thinking about CRM in primarily technological

terms is a mistake. The more useful way to think about CRM is as a process that will help

bring together lots of pieces of information about customers, sales, marketing effectiveness,

responsiveness and market trends.

The better a business can manage the relationships it has with its customers the more

successful it will become. Therefore IT systems that help support dealing with customers on a

day-to-day basis are growing in popularity.Customer relationship management (CRM) is not just the application of technology,

but is a strategy to learn more about customers' needs and behaviours in order to develop

stronger relationships with them. As such, it is more of a business philosophy than a technical

solution to assist in dealing with customers effectively and efficiently. Nevertheless,

successful CRM relies on the use of technology.

This guide will outline the business benefits and the potential drawbacks of

implementing CRM. It will also offer help on the types of solution you could choose and how

to implement them.

Why CRM?

According to Philip Kotler whether the buyer is satisfied is depend upon the offers

performance in relationship to the buyer expectations, and whether the buyer interprets any

deviations between the two. In general satisfaction is a persons feelings of pleasure or

disappointment that results from comparing a product perceived performance to their

expectations. If the persons fall short of expectations he will be disappointed. If the

performance matches the expectations then the customer can be satisfied. Customer

assessments of products performance depend on many factors especially the type of loyalty

relationship the customer has with the brand.

Many companies are systematically measuring how well they treat their customers

identifying the factors shaping satisfaction and making changes in the operations, within

organizations, customer satisfaction ratings can have powerful effects. They focus employees

on the importance of fulfilling customers expectations. Furthermore, when these ratings dip,

they warn of problems that can affect sales and profitability. These metrics quantify an


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important dynamic. When a brand has loyal customers, it gains positive word-of-mouth

marketing, which is both free and highly effective.

In researching satisfaction, firms generally ask customers whether their product or

service has met or exceeded expectations. Thus, expectations are a key factor behind

satisfaction. When customers have high expectations and the reality falls short, they will be

disappointed and will likely rate their experience as less than satisfying. For this reason, a

luxury resort, for example, might receive a lower satisfaction rating than a budget motel

even though its facilities and service would be deemed superior in absolute terms.

In the commercial world the importance of retaining existing customers and

expanding business is paramount. The costs associated with finding new customers mean that

every existing customer could be important.

The more opportunities that a customer has to conduct business with your company

the better, and one way of achieving this is by opening up channels such as direct sales,

online sales, franchises, use of agents, etc. However, the more channels you have, the greater

the need to manage your interaction with your customer base.

Customer relationship management (CRM) helps businesses to gain an insight into

the behaviour of their customers and modify their business operations to ensure that

customers are served in the best possible way. In essence, CRM helps a business to recognise

the value of its customers and to capitalise on improved customer relations. The better you

understand your customers, the more responsive you can be to their needs.

CRM can be achieved by:

finding out about your customers' purchasing habits, opinions and preferences profiling individuals and groups to market more effectively and increase sales changing the way you operate to improve customer service and marketingBenefiting from CRM is not just a question of buying the right software. You must also adapt

your business to the needs of your customers.


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How to implement CRM?

The implementation of a customer relationship management (CRM) strategy is best

treated as a six-stage process, moving from collecting information about your customers and

processing it to using that information to improve your marketing and the customerexperience.

Stage 1 - Collecting information

The priority should be to capture the information you need to identify your customers

and categorize their behavior. Those businesses with a website and online customer service

have an advantage as customers can enter and maintain their own details when they buy.

Stage 2 - Storing information

The most effective way to store and manage your customer information is in a

relational database - a centralized customer database that will allow you to run all your

systems from the same source, ensuring that everyone uses up-to-date information.

Stage 3 - Accessing information

With information collected and stored centrally, the next stage is to make this

information available to staff in the most useful format.

Stage 4 - Analyzing customer behavior

Using data mining tools in spreadsheet programs, which analyse data to identify

patterns or relationships, you can begin to profile customers and develop sales strategies.

Stage 5 - Marketing more effectively

Many businesses find that a small percentage of their customers generate a high

percentage of their profits. Using CRM to gain a better understanding of your customers'

needs, desires and self-perception, you can reward and target your most valuable customers.

Stage 6 - Enhancing the customer experience

Just as a small group of customers are the most profitable, a small number of

complaining customers often take up a disproportionate amount of staff time. If their

problems can be identified and resolved quickly, your staff will have more time for other

customers.

If you are collecting, using and processing personal information covered by the Data

Protection Act you must comply with the data protection principles. See our guide

onprivacy and data protection in direct marketing.

CRM is both a business and technology discipline that uses information systems to

coordinate all of the business processes surrounding the firm's interactions with its customers
http://www.businesslink.gov.uk/bdotg/action/layer?r.i=1075422950&r.l1=1073861197&r.l2=1075422920&r.l3=1075422922&r.t=RESOURCES&topicId=1074002278http://www.businesslink.gov.uk/bdotg/action/layer?r.i=1075422950&r.l1=1073861197&r.l2=1075422920&r.l3=1075422922&r.t=RESOURCES&topicId=1074002278http://www.businesslink.gov.uk/bdotg/action/layer?r.i=1075422950&r.l1=1073861197&r.l2=1075422920&r.l3=1075422922&r.t=RESOURCES&topicId=1074002278http://www.businesslink.gov.uk/bdotg/action/layer?r.i=1075422950&r.l1=1073861197&r.l2=1075422920&r.l3=1075422922&r.t=RESOURCES&topicId=1074002278


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in sales, marketing, and service. Customer relationship managementsystems track all of the

ways in which a company interacts with its customers and analyze these interactions to

optimize revenue, profitability, customer satisfaction, and customer retention. The ideal CRM

system provides end-to-end customer care from receipt of an order through product delivery.

(Laudon 2005, p. 64.)

CRM can include Sales Force Automation (SFA,) Customer Service and Support

(CSS,) and Enterprise Marketing Automation (EMA.).

Benefits of CRM:

Improved customers loyalty Purchase amount increases over time Average of 8%/year in the insurance industry

Goals of CRM:

The idea of CRM is that it helps businesses use technology and human resources to

gain insight into the behavior of customers and the value of those customers. If it works as

hoped, a business can:

Provide better customer service Make call centers more efficient Cross sell products more effectively Help sales staff close deals faster Simplify marketing and sales processes Discover new customers Increase customer revenues

It doesn't happen by simply buying software and installing it. For CRM to be truly

effective an organization must first decide what kind of customer information it is looking for

and it must decide what it intends to do with that information. For example, many financial

institutions keep track of customers' life stages in order to market appropriate banking

products like mortgages or IRAs to them at the right time to fit their needs.

Next, the organization must look into all of the different ways information about

customers comes into a business, where and how this data is stored and how it is currently

used. One company, for instance, may interact with customers in a my raid of different ways

including mail campaigns, Web sites, brick-and-mortar stores, call centers, mobile sales force

staff and marketing and advertising efforts. Solid CRM systems


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Link up each of these points. This collected data flows between operational systems

(like sales and inventory systems) and analytical systems that can help sort through these

records for patterns. Company analysts can then comb through the data to obtain a holistic

view of each customer and pinpoint areas where better services are needed. For example, if

someone has a mortgage, a business loan, an IRA and a large commercial checking account

with one bank, it behooves the bank to treat this person well each time it has any contact with

him or her.

CRM benefits

1) Strategic benefits

Customer relationship management does not enable a quick win. It is a long-term

approach that has to be adopted at a strategic level. This is recognized in 90% of the

organizations surveyed and obviously has a high level of importance in a companys strategy

to increase revenue.

However, the understanding of the strategic benefits of relationship management still

has some way to go. To a greater degree they have understood the implications of customer

relationship management and have identified the risk to their business of not doing so,

namely loss of customers and competitive attack. They have yet to look at the bigger picture

and all of the associated benefits that would enable their business strategies to be successful.

In view of respondents customer relationship management enable a company to

reduce the cost of customer acquisition, Increase customer retention, Improve cross selling of

other products and services and give established players the ability to react like a new entrant

Respondents realize that the competencies required to deliver these benefits are to

deliver on its service promise, integrate products and service channels effectively, customize

products, services and prices, create opportunities for cross selling and delivery mechanisms

for the onward promotion of these products and services, reduce time to market by allowing

quick and effective introduction of new products and services.

2) Functional benefits of CRM

Strategy formulation in todays highly competitive environment is the most important

and difficult decision for any firm to make. In response to the question on who in

Organization will get maximum strategic benefits of CRM Initiatives, majority of managers

have indicated that they consider strategy decision makers. IT and Delivery sections would to

the after sales according to the managers follow immediate benefit.


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3) Expected benefits

World-wide experience has shown CRM implementation increases number of

customers, increases customer retention rate by retaining most profitable customers,

increases customer loyalty and helps in developing lifetime relationship with

customers. Over 70% of the firms are highly optimistic in getting benefited on these

parameters. Expectations are greater in increased customer retention and loyalty.

4) CRM capabilities

Integration of interactive technologies and customer centric business processes to

identify, learn and predict buyer behavior and to create one to one marketing strategies.

A business strategy to create intelligent opportunities to retain customers, up sell,

cross-sell and ultimately customize products and services.

A customer centric business intelligent system to create decision support systems for efficient

sales, marketing and service processes.


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CHAPTER 4Objectives

Research MethodologyLimitations


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RESEARCH METHODOLOGY

To manage the business well is to manage its future and to manage the future is

to manage information.

To collect the information, marketing research is to be done. Marketing research

has been defined as the systematic gathering, recording and analyzing of data about

problems relating to marketing of goods and services from producer to consumer.

-By American Marketing Association

Research Methodology refers to the various methods and techniques involved in

the process of research. The information required for the preparation of the report is

collected through two

Sources viz;

1. Primary Data

2. Secondary Data

1. PRIMARY DATA:

The data collected for a purpose for a particular problem in original is known as

Primary Data. It consists of all the answers in first hand.

Sources of primary data:

The sources are divided into basically two types internal and external. Internal source

analysis is referred to as sales analyses. The external sources include the sales man,

dealers and consumers. On the basis of requirement the information is collected from

anyone or all of the sources.

Methods of collecting Primary data:

The collection of information is referred to as primary method. There are various

methods in which primary data can be adopted and thus can be broadly classified as

survey methods and experimental methods.

Survey methods:

The survey is a complex operation, which requires some technical Knowledge.

Survey methods are of personal character and depending on the information required there

are six major types of surveys.


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Facts Survey - Collects only facts. Opinion SurveyOpinions in various problems are collected. Attitude SurveyDetermines the attitudes of the consumers. Future inventions SurveyUsed to find on discover future trends. The Reason why Survey Seeks to determine why a person has done something to do

something in future.

Ones survey may contain several types since it may give several and better

kinds of information. The various kinds of surveys are carried out through different

methods. Usually three general methods are used to conduct a survey.

2. SECONDARY DATA:

The data collected from the public sources i.e., not originally Collected for the first

time is called secondary data. Suppose we want to know the population of the city, we

need not go house to house to collect the same but can referred to the census report.

S A M P L I N G U N I T S

1) Sampling unit : Professionals, Common people and students are surveyed

2) Sampling Size : 100

3) Sampling procedure : Stratified random sampling is used.


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LIMITATIONS

The study is combined to only Kurnool city. So we cannot say the overallinformation

Time factor is the main limitation for the study. The methods used in this project are random sampling methods & results obtained

may not be fully accurate & believable.

The research has been centered to only 100 customers rather than millions.Customers around the world.

Some of the consumers are not interested to give the accurate information abouttheir nokia cell.


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CHAPTER 5

Data AnalysisInterpretation


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1. What is your profession?

Professionals Number of respondents Percentage

Employees 24 24%

Businessmen 40 40%

Students 20 20%

Other 16 16.%

Total 100 100%

Interpretation:From the above table it is concluded that 24% mobiles users are Employees, 40% of

the respondents are Businessmen, 20% of the respondents are students, and the rest 16% of

the respondents are in other professions.


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1. What is your profession?

0%

5%

10%

15%

20%

25%

30%

35%

40%

Employees Businessmen Students Other

24%

40%

20%

16.00%

Profession of Respondents

Percentage


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2. Your monthly income range under?

Income levels Number of respondents Percentage

6,000-10,000 11 11%10,001-15,000 21 21%

15,001-20,000 26 26%

Above 20,000 42 42%

Total 100 100%

Interpretation:

According to the above table, it indicates that 42% of respondents income is 20000 above,

26% of respondents income is 15000 above, 21% of respondents income is above 10000.11%

of respondents income is above 6000.It means most of the respondents income level is above

20000 compare to other respondents.


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2. Your monthly income range under?

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

6,000-10,000 10,001-15,000 15,001-20,000 Above 20,000

11%

21%

26%

42%

Income Level of Respondents

Percentage


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3. Which Brand of Mobile phone do you use?

Brand Number of respondents Percentage

Nokia 50 50%

Samsung 19 19%

LG 11 11%

Other 20 20%

Total 100 100%

Interpretation:

According to the above table, it indicates that 50% of respondents are using Nokia cell.

19% of Samsung & 11% of LG and 20% of the respondents use other companies mobiles like

Gionee, Micromax, Karbon, HTC, etc.


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3. Which Brand of Mobile phone do you use?

50%

19%

11%

20%

Mobile Brands used by respondents

Nokia Samsung LG Other


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4. Which type of Nokia Mobile do you have?

Type of cell phone Number of respondents Percentage

Nokia Digits Series18 18%

Nokia Lettered Series 32 32%

Nokia Asha Series 40 40%

Nokia Lumia Series 10 10%

Total 100 100%

Interpretation:

From the above table it is concluded that most of the respondents now-a-days usingAsha Series of Nokia, 32% of the respondents are using Nokia Lettered series like, C series,

X Series, N Series, E Series etc. 18% of the respondents are using digits series of Nokia like

1100, 6200 etc. where 10% of the respondents are using Lumia Series of Nokia that is

Windows mobiles.


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4. Which type of Nokia Mobile do you have?

0%

5%

10%

15%

20%

25%

30%

35%

40%

Nokia Digits

Series

Nokia Lettered

Series

Nokia Asha

Series

Nokia Lumia

Series

18%

32%

40%

10%

Series of Nokia Mobiles been used by

Respondents

Percentage


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5. Why do you prefer Nokia?

48%

12%

24%

16%

Factors for prefering Nokia Mobiles

Quality & Features Comfortable Access Price Prestige


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6. To what extent you are satisfied with Nokia cell?

Factors Number of respondents Percentage

Highly satisfied 23 23%Moderately satisfied 12 12%

Satisfied 66 66%

Not satisfied - -

Total 100 100%

Interpretation:

According to the survey, the table indicates that 23% of respondents are highly

satisfied with Nokia cell, 12% are moderately satisfied, and 66% of respondents are satisfied

with Nokia.


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6. To what extent you are satisfied with Nokia cell?

0%

10%

20%

30%

40%

50%

60%

70%

Highly satisfiedModerately

satisfied Satisfied

Not satisfied

23%

12%

66%

0

Satisfaction Level on Nokia Mobiles

Percentage


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7. Who influenced you to purchase Nokia cell?


Friends41 41%

Relatives 14 14%

Advertisements 38 38%

Others 7 7%

Total 100 100%

Interpretation:The above table shows the influencing factors which forced the respondents to buy

Nokia cell phone are 41% through friends, 14% through relatives, 38% are through the

influence of advertisements, and 7% through other factors.


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7. Who influenced you to purchase Nokia cell?

0% 10% 20% 30% 40% 50%

Friends

Relatives

Advertisements

Others

41%

14%

38%

7%

Awareness Factors

Percentage


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8. What is your opinion about prices?

Opinion on Price Number of respondents Percentage

Very high 8 8%

High 22 22%

Medium 66 66%

Low 4 4%

Total 100 100%

Interpretation:

According to the table the opinion of the respondents about the prices of Nokia are

8% of respondents said the price is very high, 22% said high, 66% said the prices are

medium, and 4% of respondents replied the price of Nokia cell phones are low.


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8. What is your opinion about prices?

8

22

66

4

70

Opinion on Price of Nokia Mobiles

Very high High Medium Low


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9. Are you loyal to Nokia?

Loyal customers Number of respondents Percentage

Yes 80 80%

No 20 20%

Total 100 100%

Interpretation:

The above table states the brand loyalty of Nokia. More number of respondents are

loyal to the brand i.e., 80%, and 20% are not loyal due to some reasons.


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9. Are you loyal to Nokia?

80%

20%

Loyalty Towards Nokia mobiles

Yes No


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10. How is the performance of your Nokia Mobile?


Highly satisfied 18 18%Moderately satisfied 12 12%

Satisfied 65 65%

Not satisfied 5 5%

Total 100 100%

Interpretation:

From the above table it is concluded that 65% of the respondents are satisfied withperformance of Nokia Mobiles, where 18% are highly satisfied and 12% are moderately

satisfied and the rest 5% are not satisfied with the performance of Nokia Mobiles.


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10. How is the performance of your Nokia Mobile?

18

12

65

5

70

Opinion on Performance of Nokia Mobiles

Highly satisfied

Moderately satisfied

Satisfied

Not satisfied


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11. Do you think the Nokia Mobile service supervisor understand your problem fully?

Options No of respondents Percentages

Yes 79 79%

No 21 21%

Total 100 100%

Interpretation:

The above table indicates the respondents opinion towards service supervisors

interpretation towards the problem explained by customers and respondents say 79% agree

and said yes that he understands, where 21% said no, that the supervisor would not

understand the problem fully.


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0%

10%

20%

30%

40%

50%

60%

70%

80%

Yes No

79%

21%

Interpretation of Problems by Service

Supervisor

Percentages


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12. If it is the minor work is the Service provider provide the waiting hall for you?


Yes 64 64%

No 36 36%

Total 100 100%

Interpretation:

From the above table it is concluded that 64% of the respondents say service provider

provide waiting hall for Minor works, where 36% say he doesnt allow waiting hall.


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0%

10%

20%

30%

40%

50%

60%

70%

Yes No

64%

36%

Provision of Waiting hall

Percentages


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13. If you face any problem with in short period after completion of the service does

service provider provide free service again?

38%

62%

Free Service if Problem reemerge in short

period

Yes

No


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14. How can you rate the friendly nature of the service provider?

Friendly nature No of respondents Percentages

Excellent 25 25%

Good 67 67%

Poor 8 8%

Total 100 100%

Interpretation:

From the above table it is concluded that 67% rates nature of service provider is good,

25% say the nature of the service provider is Excellent, and the rest 8% say it is poor.


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15. What is your opinion on after sales service of Nokia Mobiles?

Opinion on After Sales

Service of Nokia

Number of respondents Percentage

Excellent 51 51%

Good 47 47%

Fair 2 2%

Poor - -

Total 100 100%

Interpretation:

According to the above table, 51% of respondents said that the after sales service of Nokia is

excellent, 47% said good, and 2% said fair


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15. What is your opinion on after sales service of Nokia Mobiles?

0%

10%

20%

30%

40%

50%

60%

Excellent Good Fair Poor

51%

47%

2%0

Opinion on After Sales Service of Nokia

Percentage


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16. Is the dealer providing the feedback forms to know about their opinion?


Yes 35 35%

No 65 65%

Total 100 100%

Interpretation:

From the above table it is concluded that 35% of the respondents said feedback forms

had been given to them to know their opinions, where 65% of the respondents say they were

not given any feedback forms to their opinions.


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17. What is your opinion about sales promotional activities of Nokia?


Very impressive 29 29%

Moderately impressive 22 22%

Impressive 49 49%

Not impressive - -

Total 100 100%

Interpretation:

According to the above table, 29% of respondents are very impressive with the sales

promotional activities of Nokia, 22% are moderately impressive, and 49% are impressive.


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29%

22%

49%

00%

10%

20%

30%

40%

50%

60%

Very impressive Moderately

impressive

Impressive Not impressive

Opinion on Sales Promotional Activities

Percentage


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18. What is your opinion on advertisements of Nokia?


Excellent 53 53%

Good 38 38%

Fair 9 9%

Poor - -

Total 100 100%

Interpretation:

The above table indicates that, 53% of respondents said that the advertisements

of Nokia are excellent, 38% said good, and 9% said fair.


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18. What is your opinion on advertisements of Nokia?

0%

10%

20%

30%

40%

50%

60%

Excellent Good Fair Poor

53%

38%

9%

0

Opinion on advertisements of Nokia

Percentage


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CHAPTER 6Findings

Suggestions


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FINDINGS

It is found that majority of consumers prefer nokia due to its quality. It is found that majority of consumers are satisfied with nokia. It is found that the influencing factor for consumers to purchase nokia is through

advertisements.

Majority of the respondents using Nokia Mobiles are businessmen and employees andmost of them are using Asha Series and Lettered series like C/E series mobiles

Most of the respondents are influenced to buy Nokia mobiles through advertisementsand friends though the company is in tough competition.

Majority of the respondents are loyal to Nokia Mobiles. Most of the respondents assume that the price is affordable but second majority

assumes that the price is high.

It is found that most of the respondents are satisfied with the service facility of NokiaMobiles and they say nature of the service provider of Nokia is fine.


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SUGGESTIONS

The company should try to reach youth, because most of the respondents are agedpersons and youth has been attracted by other major competitors of Nokia like

Samsung, HTC, iPhone etc.

The company should try to reduce cost and improve its OS in competition of itscompetitors.

Most of the respondents are loyal to Nokia due to quality its product, the companyshould try to give all the features which competitors are providing.

The company should try to search out feedback from customers to maintain itsrelation with the customers by providing feedback form to each and every individual

customer who visits to buy or to contract a service from Nokia.


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CHAPTER 7Questionnaire

Bibliography


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QUESTIONNAIRE

Dear sir/madam

As per the partial fulfillment of my course, I have to complete the project work. So

please co-operate in filling the questionnaire.

Name: male [ ] female [ ]

Contact no:

1. Profession? [ ]

A. Employee b. Businessmen c. Student d. Common Man

2. Income level? [ ]

A. 6000-10000 b. 10001-15000 c. 15001-20000 d. Above 20000

3. Which brand cell phone you have? [ ]

A. Nokia b. Samsung c. LG d. Others

4. Which type of nokia cell you have? [ ]

A. Nokia Digits Series (1100, 602, 6600) b. Nokia Lettered Series (C/E/N/S Series)

c. Nokia Asha Series d. Nokia Lumia Series

5. Why do you prefer nokia? [ ]

A. Quality & Features b. Comfortable access c. Price d. Prestige

6. To what extent you are satisfied with nokia cell? [ ]

A. Highly satisfied b. Moderately satisfied c. Satisfied d. Not satisfied

7. Who influenced you to purchase nokia cell? [ ]

A. Friends b. Relatives c. Advertisement d. Others

8. What is your opinion about prices? [ ]

A. Very high b. High c. Medium d. Low

9. Are you loyal to nokia? [ ]

A. Yes b. No

10. How is the performance of your Nokia Mobile? [ ]

a) Highly satisfied b) Moderately satisfied

c) Satisfied d) Not satisfied


a) Yes b) No [ ]


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a) Yes b) No [ ]

13. If you face any problem with in short period after completion of the service does

service provider provide free service again? [ ]

a) Yes b) No

14. How can you rate the friendly nature of the service provider? [ ]

a) Excellent b) Good c) Poor

15. What is your opinion on after sales service of Nokia Mobiles? [ ]

a) Excellent b) Good c) Fair d) Poor

16. Is the dealer providing the feedback forms to know about their opinion? [ ]

a) Yes b) No

17. What is your opinion on advertisements of nokia [ ]

A. Excellent b. Good c. Fair d. Poor

18. How do you feel after sales services of nokia [ ]

A. Excellent b. Good c. Fair d. Poor

Any opinion towards the product

Signature

Thank You for co-operation and valuable opinions


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BIBLIOGRAPHY

BOOKS:

Marketing Management : Philip Kotler Marketing Management: Ramaswamy Research Methodology : Dipak Kumar

WEBSITES:

www.wikipedia.org www.nokia.co.in www.cnet.co.in www.managementstudy.com

nokia cust rela mgmt

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