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PROJECT REPORT
ON
BRAND PREFERENCE AND COMPETITIVE ANALYSIS OF MATRIX COUNTRY SPECIFIC SIM CARD IN INTERNATIONAL SIM CARDS INDUSTRY

Submitted By Tariq Mohammad PGDM 2011-13 I.T.S Ghaziabad

UNDER THE GUIDANCE OF AND SUPERVISION OF Industry Mentor Mr Prashant Dua AGM Corporate Sales Faculty Mentor Prof. Charu Chaudhry

ACKOWLEDGMENT
I would like to express gratitude and respect for all the guidance and assistance given and made available. This project has involved a lot of effort and research, which would not have been possible without the help of many people. I would like to express my deep gratitude towards my industry mentor Mr. Prashant Dua, AGM, Corporate Sales, for giving me this opportunity to explore my potential and undertake this project. It really helped to put the theoretical knowledge to practical use and it also gave me a much deeper understanding of the actual operations of the international sim card industry. I would like to take this opportunity to thank my reporting manager Mr. Rajat Arora, my team members Mr. SiddharthVirmani and Mr. Arun Kumar whose immense help, guidance, support, and direction made this project possible.

STUDENT DECLARATION

I hereby declare that the Project conducted at Matrix Cellular (International) Services Pvt Ltd. Under the guidance of Mr. Prashant Dua and Prof. Charu Chaudhry Submitted in partial fulfillment of the requirements for the degree of POST GRADUATION DIPLOMA IN MANAGEMENT TO INSTITUTE OF TECHNOLOGY AND SCIENCE, GHAZIABAD

Is my original work and the same has not been submitted for the award of any other degree/diploma/fellowship or other similar titles or prizes.

Place: Ghaziabad Date:

Tariq Mohammad

CONTENTS
1. Executive Summary .06 -Introduction.08 -Company Profile..09 -Matrix Redesign...18 -Industry Profile.24 -SWOT Analysis29 -Competitors..32 -Churn Management...35 2. Objective of the Project ....38 3. Review of the Literature40 -Brand Image.41 - Consumer Behavior.44 - Customer Relationship Management..45 - Strategies for Future Growth...46 4. Research Methodology.50 5. Data Analysis & Interpretation..54 6. Suggestions62 7. Conclusion 65 8. Limitations 66

9. Bibliography..68 10. Annexure.69 -Questionnaire ..70

EXECUTIVE SUMMARY

The main objective of the project was to find out the satisfaction level of existing customers and understanding the competitive environment and suggesting further strategies to improve and sustain the market share of Matrix Country Specific Sim card. Features affecting the buying behavior of the customers and churn management were also studied. After completion of this project I found that in spite of the fact that Matrix is the market leader among the country specific sim cards but still it has to workout new strategies in order to compete with clay and uniconnect who is the major competitor in the private sector and other players in the industry. Maximum no of mobile users are in the age group of 2560, which are mostly student going abroad for studies, service class and business men who go abroad either for leisure trip or for business purpose. Till date Matrix is only providing the post paid services only. Prepaid is other option with matrix, there is a testing going out in the market for same, it might also come with a great deal. Matrix Country Specific Sim card has a strong brand image in the International Sim cards market, even Matrix is the biggest company in the world in this business but still it needs regular innovations and differentiation to be implemented to have a competitive edge above the other potential players in the industry. After completing the survey I arrived at a conclusion that there is an extensive competition happening these days in International sim cards Industry

Chapter -1 Introduction

Companys profile

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COMPANY: MATRIX COUNTRY SPECIFIC SIM CARD INTERNATINAL SERVICES PVT. LTD.

GROUP: Matrix Country Specific Sim card

ESTABLISHED: 11TH Nov, 1995

MANAGING DIRECTOR: Mr. Gagan Duggal

BUSINESSES:

Country Specific Sim cards BlackBerry Services Data Cards Forex

Matrix Country Specific Sim card comes to you as worlds biggest private integrated country specific sim Cards Company. Matrix provides a range of telecom services, which include Country Specific Sim cards, Boltons Data Cards and Forex. Apart from being the largest company in world in this business, it is also the first company to start the concept of country specific sim cards in world. Matrix is the leading country specific sim cards company, with a footprint in pan India

To be globally admired for country specific sim cards services that delight customers. 10

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We will meet global standards for telecom services that delight customers through: Customer Service Focus Empowered Employees Innovative Services Cost Efficiency Services Matrix Country Specific Sim cards Matrix Postpaid, the Ready Country Specific Sim card Card from Matrix comes to you from Matrix Country Specific Sim card, India's leading Country specific Sim Card Company. Going mobile with Matrix Postpaid is a new way of life. With a host of great features, also simple to use, Matrix makes everything that you dreamt and believed, possible. Matrix Postpaid Matrix welcomes you to a vibrant world of unlimited opportunities. More exciting, innovative yet simple new ways to communicate, just when you want to, not just through words but ideas, emotions and feelings. To give you the unlimited freedom to reach out to your special people in your special way when ever you are travelling abroad Matrix Black Berry Services Matrix Black Berry service allows you to use your mails when ever you are travelling abroad at just 1/10th of the cost in comparison to International Roaming.

Matrix Data Card

Using laptops even while travelling abroad is a essential need of every business these days, so Matrix provide plug and play Data cards for laptops so that mails can be accessed any where is a cheaper mode and safe manner.

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Matrix Forex Cards and Currency

Travelling abroad with lots of cash and travelers cheque is an old idea, now people prefer to carry forex cards which are easy to use and removes the hassle of carrying cash.

Matrix BRAND

Matrix & Visual Identity For a brand to be successful, it must build enduring relationships with its different audiences. Integral to this relationship is the visual image of the brand the consumer carries in his/her mind. The Matrix brand image is created through the consistent application of a carefully developed visual identity, which helps Matrix distinguish itself in a cluttered market. Matrix visual identity helps create instant brand recall and strengthens the relationships that its audiences have with it.

The Matrix visual identity has different elements that work together to create a strong and consistent identity for the brand.

The Matrix Logo

The Matrix logo is a strong, contemporary and confident symbol for a brand that is always 12

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ahead of the rest. It is a specially drawn word mark.

VISION: "As we spread wings to expand our capabilities and explore new horizons, the fundamental focus remains unchanged: seek out the best technology in the world and put it at the service of our ultimate user: our customer."

Matrix Country Specific Sim card International Services Limited was incorporated on 9th Nov, 1995 for promoting investments in Country specific sim card services as in country specific Sims. Its subsidiaries operate telecom services across India. Matrix is India's leading private sector provider of Country Specific Sim cards based on a strong customer base consisting of approximately 20K Customers every month and the no are increasing day by day.

Business Strategy Matrix' strategic objective is to capitalize on the growth opportunities that the Company believes are available in the World market and consolidate its position to be the leading integrated country specific sim card provider in key markets in India, with a focus on providing such services.

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The Company has developed the following strategies to achieve its strategic objective: Focus on maximizing revenues and margins; Capture maximum revenue potential with minimum geographical coverage; Offer multiple Country specific sim card services to provide customers with

a "one-stop shop" solution; Position itself to tap data transmission opportunities and offer advanced

mobile data services; Focus on satisfying and retaining customers by ensuring high level of

customer satisfaction; Leverage strengths of its strategic and financial partners; and Emphasize on human resource development to achieve operational

Mobile Strategy

Capture maximum Country specific sim card revenue potential with minimum geographical coverage to maximize its revenues and margins.

Build high quality mobile networks by deploying state-of-the-art technology to offer superior services.

Use the experience it has gained from operating its existing mobile networks to develop and operate other mobile networks in India and to share the expertise across all of its existing and new circles.

Attract and retain high revenue generating customers by providing competitive tariffs, offering high quality customer support, proactive retention programs.

Provide affordable tariff plans to suit each segment of the market with a view to expand the reach, thereby increasing the mobile customer base rapidly 14

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MEDIA STRATEGY The media planning is done by in house marketing department head by Karan Sharma. The target audience is the Male/Female who travel abroad, A who look entertainment, news & information in the electronic media in channels like NDTV, AAJTAK, and STAR PLUS etc.

Since they are all busy with their daily routine life, during weekdays they watch television only during evenings, thus the ad was shown form 1900 hrs to 0000hrs during weekdays in 12-20 spots/day & since during the weekends they rely on the same media for entertainment the ad is shown a higher number of times (i.e.) 30-40 spots during the whole day.

This ad was made in Hindi/ English mix because of our target audience which is understood by all and thus it was shown mainly on television as television had the maximum reach (i.e.) all over India and also electronic media created a greater impact in the minds of the consumer.

The primary media used for this campaign was television so that everyone would get to see the ad & this would create an impact in his mind. Later in the secondary media hoardings & print media was used so that there was an immediate brand recall of Matrix.

TESTING & EVALUATION Both the company (Matrix) & the media team conducted surveys to check the Top 15

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of The Mind Awareness (TOMA) whose results showed that Matrix had a high TOMA.

The sales of Matrix also went up by a small percentage after the ad campaign was launched. Brand strategies To understand the brand strategy, lets first look at the brand building exercise associated with Matrix a brand that had to be repositioned recently to address new needs in the market. When the brand was launched 15 years ago, Country Specific Sim card telephony wasnt a mass market by any means. For the average consumer, owning a Country Specific Sim card phone was expensive as tariff rates (at Rs 8 a minute) as well as instrument prices were steep sometimes as much as buying a second-hand car. Matrix could have addressed the customer by rationally explaining to him the economic advantage of using a country specific sim card. But Mr. Gagan Duggal says that such a strategy would not have worked for the simple reason that the value from using the phone at the time was not commensurate with the cost. Instead of the value-proposition model, we decided to address the sensory benefit it gave to the customer as the main selling tack. The idea was to become a badge value brand, he explains. So the Matrix leadership series campaign was launched showing successful men with their laptops, in their deluxe cars, in hotels abroad using the Matrix mobile phone. In simple terms, it meant Matrix was positioned as an inspirational brand that was meant for leaders, for customers who stood out in a crowd. Did it work? Repeated surveys following the launch showed that there were three core benefits that were clearly associated with the brand leadership, dynamism and performance. These were valuable qualities, but they only took Matrix far enough to establish its presence in the market. As tariffs started dropping, it became necessary for Matrix to appeal 16

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to a wider audience. And the various brand-tracking exercises showed that despite all these good things, there was no emotional dimension to the brand it was perceived as cold, distant and efficient. By 2000, Matrix and his team realized that in a business in which customer relationships were the core this could be a major weakness. The reason with tariffs identical to competitor Clay and roughly the same level of service and schemes, it had now become important for Matrix to humanize Matrix and use that relationship as a major differentiation. The brand had become something like Lufthansa cold and efficient. What they needed was to become Singapore Airlines, efficient but also human. A change in tack was important because this was a time when the Country Specific Sim market was changing. The leadership series was okay when you were wooing the crme de la crme of society. Once you reached them you had to expand the market so there was need to address to new customers. By that time, Matrix was already the leading Country Specific Sim card subscriber in Delhi with a base of 30 K/Month (it now has 50 K/Month customers). And with tariffs becoming more affordable as companies started cutting prices it was time to expand the market. How could Matrix leverage this leadership position down the value chain? Surveys showed that the concept of leadership in the customers minds was also changing. Leadership did not mean directing subordinates to execute orders but to work along with a team to achieve common objectives it was, again, a relationship game that needed to be reflected in the Matrix brand. Also, a survey showed that 50 per cent of the new customers choose Matrix brand mostly through word-of-mouth endorsements from friends, family or colleagues. Thus, existing customers were an important tool for market expansion and Matrix now focused on building closer relationships with them. That is precisely what the brand tried to achieve through its new positioning under the Matrix MAKES SENSE brand campaign. This set of campaigns portrayed mobile users surrounded by caring family members. Says Matrix: The new campaign and positioning 17

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was designed to highlight the relationship angle and make the brand softer and more sensitive. As it looks to expand its Country Specific Sim card services nationwide to eight new circles apart from the seven in which it already operates Matrix is now realizing that there are new compulsions to rework the Matrix brand, and a new exercise is being launched to this effect. Right now, the company is unwilling to discuss the new positioning in detail. But broadly, the focus is on positioning Matrix as a power brand with numerous regional sub-brands reflecting customer needs in various parts of the country.

THE MATRIX RE DESIGN:-

Old Logo New Logo The new logo for Matrix service was designed after an extensive brand audit across different cities. This smart, contemporary form was in response to the overall brand strategy of creating a younger, friendlier brand persona. The groups marketing effort has been reinforced with the relaunch of the Matrix brand logo, with a new slicker, international and younger look. Under the new brand strategy,

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Matrix will now become the power brand and sub brands like Tango (for WAP services), Youtopia (for the youth) will be withdrawn. The idea was to rework the brand so that it is relevant to a larger segment of the population as we are now expanding into the smaller cities and towns. The new brand look will be supported by an over Rs 50 crore advertising budget.

TARGET AUDIENCE PROFILE The target audience for this ad campaign was the Male of the Polished Society (i.e.) the SEC- A who was between the age groups of 18- 65 years. This was done so because in Indian families, in terms of choosing a Country Specific Sim card service provider, its the Male member who is the head of the family acts as the Decider & Influencer. The target audiences were all over India as Matrix is a service that is being used by consumers all over India. The target audiences are people who would choose a country specific card not only to communicate but also enhance their social status by using the brand. They also look for additional benefits from the brand The benefits the target audience would get form the brand Matrix would be a combination of : o Emotional Benefit- The consumer could express his inner most feelings. o Social Benefit- Matrix was being perceived as an International brand, it would satisfy his esteem needs. The target audiences involvement with the product is very HIGH, as communication is one of the most important aspects in every consumers life as it helps him 2 stay connected to his near & dear ones & also carry on his daily life both professionally & personally. Thus while choosing any such Country Specific Sim card service while he is travelling abroad, he would do a complete analysis &

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research to find out which service provider would satisfy his needs & may be give even more. As we are talking of the intelligent consumer who would understand the gravity of the ad campaign, hes a person who consults mostly the electronic media like Television for news, information & entertainment. He prefers to watch NDTV, STAR PLUS & similar channels that would satisfy his taste of interests & thus as a result is dependent on these channels for his needs to be satisfied. Thus as a result his involvement with this media & channels is very high. CREATIVE BRIEF The target audience in this ad campaign is the Male member of the SEC- A. who is intellectual, intelligent & has the rationality to understand the gravity of the ad campaign.

Since the objective was to enhance the brand image of Matrix, it was necessary to make the consumer change his perception about the brand which required a strong motivation. This could be done only by connecting with the consumer emotionally & India being a country of emotions, it became necessary & easy to reach out to the consumer & place our brands in their minds in a positive way.

Matrix as a brand had to enhance its image, thus it had 2 give something more, if not literally then emotionally. Thus came the concept of Makes Sense, which meant express your innermost feelings through Matrix & they also expected their consumers to do the same.

Once the consumer has seen the ad campaign, it should create a deep impact in the minds of the consumer, so that if asked about any service provider Matrix should be the brand that should in the consumers TOMA (Top of the mind Awareness). After this ad campaign the consumer would have a higher bonding with the brand and see it as a niche product.

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Since the situations shown in the ad campaign are similar to what every consumer can relate to, the consumer after having seen the ad campaign should be convinced that its only Matrix which is a service provider that enables him to convey all that he wants to and along with that express his innermost feelings which at times are not possible by the consumers.

The consumer should get a feeling of happiness & also belongingness towards the brand. He is now able to reach out and express those feelings & emotions which he always wanted but wasnt able to.

All normal consumers can communicate with words, but a deaf & dumb person cant do so. But in this ad campaign they have showed a deaf & dumb child who is still trying to express his feelings to his teacher by actions and this is what even Matrix is trying to communicate out to its consumers (i.e.) express your inner most feelings.

T HE SCENE IN DELHI UPTON NOW. New Delhi, as an upcoming commercial metropolitan city is witnessing at Present a tug-of-war for market share in the Country specific Sim Card market which is currently hovering near the 30 K/month figure mark. This market is growing at an extremely fast pace and so is the competition between the two main Country Specific Sim 21

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card service providers - Matrix and Clay. Matrix, being the first to enter the market in Delhi has been the leader but the present trend in the growth rate shows that Clay might give it a run for its share of the precious pie.

As we spread wings to expand our capabilities and explore new horizons, the fundamental focus remains unchanged: seek out the best technology in the world and put it at the service of our ultimate user: our customer." Coverage of Matrix Matrix Country Specific Sim card service provides services in about 39 Countries with country specific card and about 31 countries with a Global Card. It boost that the coverage is uninterrupted and covers the widest area. Clay who more or less covers the same area will give Matrix a toss in the future when its partner Uniconnect which is planning to consolidate all its Indian operation and give its customers a wider reaches in term of auto roam. Player who provides a better service in this respect will have an edge in the future as we can see the way people and business is moving out of Delhi. INTERNATIONAL OPERATIONS Global Services Introduction:

Making its foray into the international market, Matrix is the first Indian company to get a license to provide Country specific Sim card services outside India, currently Matrix has its presence in Thailand, Singapore, Shrilanka, Bangladesh and U.K and trying to develop the expertise to provide such services overseas. As we spread our wings further, Matrix Global would explore opportunities in other countries around the world. Matrixs Accomplishments 1 The largest private sector integrated Country specific sim card services group in India in terms of the number of customers. 22

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Proven track record of managing growth - both organic as well as by way of acquisitions.

First and largest private Country specific sim card services company offering Cellular, Black berry, Data Card and Forex.

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First private Country specific sim Card Company to Black berry services also. First off the block to launch Data card services for laptops.

Management Structure
The group has been structured to create functional and operational specialization with a linear vision of business lines and functional areas. The Company is headed by Chairman and Group Managing Director- Gagan Duggal who is assisted by one Joint Managing Directors- Tanmay Rai Chaudhary. The Company also has two Presidents- President East India Abro Rehman, this responsibility includes Entire East India and Rest of India Gaurav Suri The Presidents report to the Group Chairman and Managing Director. The head of units and SBUs report to the respective business's President. An apex team of Corporate Directors has been constituted. The corporate directors have supervisory and strategic responsibilities for functional areas across business lines. The directors oversee functional areas including Business Development, Human Resources, Marketing, Corporate Communication, IT & Technology, Finance, Legal, Corporate Affairs, Corporate Strategy & Planning and Supervisory Director cum Chief Mentor mobility. The organization structure is designed to ensure that identical businesses are run along 23

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similar lines and best resources in any functional field, be tapped to serve the best interests of the entire group. The structure also defines the role of the Head of the units who are totally empowered to manage their respective companies and are fully responsible for business operations to build world-class organizations with a high degree of customer focus.

Industry profile

Country specific sim card is one of the prime support services needed for rapid growth and modernization of various sectors of the economy. It has become especially important in recent years because of enormous growth of Information Technology (IT) and its significant impact on the rest of the economy. India is perceived to have a special comparative advantage in IT and in IT-enabled services. However, sustaining this advantage depends critically on high quality telecommunication infrastructure. Keeping this in view, the focus of policy is vision of world class telecommunication facilities at

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reasonable rates. Although the telecom network has grown rapidly in recent years, its growth needs to be accelerated further in the Tenth Plan. The telecom sector in India has been witnessing a continuous process of reforms since 1991. With the opening of international long distance services and internet telephony from April, 2002, the process of liberalization and opening up the sector for competition is complete. Convergence of services is a major new emerging area and the telecom sector will have to address this in the Tenth Plan. The major reforms carried out in the te0lecom sector so far are given below:-

Reforms in the Telecom Sector 1 2 Telecom equipment manufacturing was completely deregulated in 1991. Value added services, including Country Specific Sim card phone services, were thrown open to private sector in 1992. 3 The National Telecom Policy (NTP) allowing private sector participation in basic services was announced in 1994. An independent regulatory authority called, Telecom Regulatory Authority of India (TRAI), was set up in 1997. 4 A new policy for Internet Service Providers (ISPs) was announced in 1998, opening the area to private sector providers. The policy was promotional in nature. ISPs have been allowed to set up International Internet Gateways both satellite and landing stations for Submarine Cable systems. 5 A new policy called New Telecom Policy (NTP), 1999 was announced replacing the 1994 policy. 6 Migration from the regime of fixed license fee to a new regime of revenue share was permitted in August, 1999.

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The regulatory mechanism has been further strengthened through the TRAI (Amendment) Act, 2000. The Act provides for establishment of a separate dispute settlement mechanism called Telecom Dispute Settlement and Appellate Tribunal.

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National Long Distance Service was opened for competition in August, 2000. Corporatisation of Department of telecommunication's operational network into a public company called Bharat Sanchar Nigam Ltd. from 1st October, 2000.

10 Videsh Sanchar Nigam Ltd. (VSNL) and HTL limited have been disinvested. 11 The Communication Convergence Bill 2001 was introduced in Lok Sabha and has been referred to the Standing Committee of Parliament. 12 Fourth Country Specific Sim card Operator, one each in 4 metros and thirteen circles have been permitted. 13 Unrestricted entry in basic services allowed along with use of wireless in local loop (WLL) access technology. 14 Two categories of infrastructure providers have been allowed to provide end to end bandwidth and dark fiber, right of way, towers, duct space etc. 15 International Long Distance (ILD) Services have been opened for competition since 1st April, 2002. 16 Internet Telephony has also been opened up since 1st April, 2002. 17 Guidelines for universal service obligation announced on March 27, 2002.

New Telecom Policy The New Telecom Policy (NTP) announced in 1999 modified the NTP, 1994 to take into account the far-reaching technological development taking place in the telecom sector globally and to implement the Government's resolve to make India a global IT superpower. NTP, 1999 also seeks to solve problems arising out of the implementation of NTP, 1994.

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The objective of the NTP 1999 is to: 1 2 Make available affordable and effective communications for the citizens. Strive to provide a balance between the provision of universal service to all uncovered areas, including the rural areas and the provision of high-level services capable of meeting the needs of the country's economy. 3 Encourage the development of telecommunication facilities in remote, hilly and tribal areas of the country. 4 Create a modern and efficient Country specific sim card infrastructure taking into account the convergence of IT, media, telecom and consumer electronics and thereby propel India into becoming an IT superpower. 5 Convert Public Call Offices (PCOs), wherever justified, into Public Teleinfo centers offering multimedia services like Integrated Service Digital Network (ISDN) services, remote database access, government and community information systems etc. 6 Transform in a time bound manner, the Country specific sim card sector to a greater competitive environment in both urban and rural areas providing equal opportunities and level playing field for all players. 7 Strengthen research and development (R & D) efforts in the country and provide an impetus to build world-class manufacturing capabilities. 8 9 Achieve efficiency and transparency in spectrum management. Protect the defense and security interests of the country.

Enable Indian telecom companies to become truly global players COUNTRY SPECIFIC SIM CARD INDUSTRY PROFILE The Country Specific Sim card phone industry is one of Indias rapidly growing industries. Since the Industry came into being in the mid 1990s, its average per annum growth rate has been a phenomenal 200 percent. By the end of 2002, the Indian Country

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Specific Sim card phone Industry had over 10 million subscribers. The industry has undergone a number of Changes over the years. The National Telecom Policy 1999 was an important Landmark in the development of the Country Specific Sim card industry in India; the tariff Rationalization and policy regulation introduced in the Policy helped the industry Grow at the pace it did. In 2003, Telecom Regulatory Authority of India (TRAI) Announced regulation of interconnects user charges to resolve conflicts between Country Specific Sim card operators and network provider.

Major players:Matrix Cellular, Clay, Uniconnect, Roam 1 and Znet connect. The migration to revenue sharing agreement has infused fresh blood in the Country Specific Sim card industry. The sector has been bustling with activity since the migration and has taken several strides with consolidation in the industry and a rapid growth in subscriber base. The subscriber base registered an impressive growth of 131% from Aug 99 to Nov 2000. Graph 1: Country Specific Sim card Subscribers (mn) for the various circles

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Source: India Infoline.com The growth rate in metros has been slowing down while increasing in A Class circles. In metros the trend is towards increasing usage as against increasing penetration. Pre-paid cards have helped the Country Specific Sim card operators improve their penetration. Prepaid cards are also being picked up by people because of the no-hassle and budget control benefit attached to it. The industry is likely to maintain the present rate of growth backed by more affordable rates for the services, low tele-density and increasing acceptance of the service as a necessity as against luxury.

SWOT ANALYSIS
Strengths: 1. Matrix has strong brand name recognition and a reputation for offering high quality service to its customers that is core strength to influence large prospect customers. 2. Focus on Country specific sim card to enable the company to better anticipate industry trends and capitalize on new Country specific sim card related business 29

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opportunities. 3. An effective Quality Management team with vision and proven execution skills. 4. Good network coverage but still not much satisfactory in global sim cards. 5. Excellent customer care service. Advertisement is good though lacks creativity like Clay does which is more effecting in influencing the prospect customers. Matrix believes in advertising through brand ambassadors like Sharukh and KKR etc. who are high profile personalities, even use of personalities like A.R.Rahman and others in advertising is a good approach to reach and influence a large customer base. 8. Matrix has a vast bundle of value added service for Data on handheld, BB services, data card services 9. Matrixs dealers and retailers are scattered to a large geographical area so in terms of availability it is one of the best. 10. Matrixs Outsourcing: Matrix Cellular have outsourced both IT and Network operations and just handle a few things that are marketing, sales and distribution. The company not only saves current operational cost, it also dramatically reduces its capex requirements as it expands its network over the next couple of years. Above all, by handling over these tasks lock, stock, and barrel to someone else, it freeze up much senior management band width to focus on really important things like strategy and long term growth. 12. The companys strong relationships with international strategic and financial investors such as SingTel, AT&T, T Mobile, O2 etc 13. MATRIXs First: Matrix Country Specific Sim card has launched its mobile service, Matrix, in Jammu and Kashmir, becoming the first private service provider to do so. First to launch country specific sim card services outside metro cities. First to invest into 10 K sim cards from every country. First category B operator in India to cross 3,00,000 customer mark. 30 6. Advertisement: -

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First to launch Internet and GPRS to Country Specific Sim card messaging in its circles. First to start offshore distribution of prepaid cards in Middle East to cater for huge keralite population in Gulf. First to launch full prepaid country specific sim cards.

Opportunity: 1. Still a large no of potential and prospect customers are un-captured. 2. Enter Viral Marketing i.e. marketing by the use of non-mass media tools of communication-SMS, Internet, E-Mail in the word of mouth to get people talking about it. Matrix has good business opportunity to tap up such companies, which are indulging in such marketing strategy. Threats: 1. Textual Harassment: unsolicited SMSes and calls are besieging Cell phone users. They are tired of mobile spanning along with unsolicited text SMSes, contest calls, adverts for ring tones, dating ideas and filmi chakkar promotions etc. The privacy of cell phone users is in danger. 2. Government Rules and Regulations: Government interventions and telecom regulators in the country pose a great threat in the independent operations of the Country Specific Sim card operators though they are essential to break any kind of monopoly in the industry. 3. Other Country Specific Sim card service provider especially Clay and Uniconnect emphasize more on push strategy whereas Matrix is still dealing with pull strategy. A perfect blend of both is required. So Matrix should provide dealers and distributor more perks and incentives. 4. The private company that is offering the strongest challenge to Matrixs dominance is the Indian based Clay and U.K based Uniconnect, the firm operates Country Specific Sim card circles in Mumbai, Delhi and Kolkata. Clay is ranked 2nd to none on transparency, organizational ethics, social responsiveness service quality and

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customer satisfaction. It is also at no 2 on ten other parameters. (Source: BW 24, sept.2006). So Clay is the most potential competitor in the industry and posses a great threat to Matrix.

COMPETITORS

The most potential competitor in the industry.

Clay is brought to you by Clay Telecom, one of the worlds leading Country Specific Sim

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card service providers. We are known for our innovative approach and world class technology. Our goal is to provide you superior products and services, anytime and anywhere. Our values are stated simply. To be fair and transparent in what we do and how we do it. To provide you quality services with more customer friendly practices. To make your communications experience simple, pleasurable and fun. Where you don't simply get technology - but technology that is relevant. Where solutions are not just promised in the future - but delivered in the present.

Dhirubhai Ambani's dream "We will leverage our strengths in executing complex global-scale projects to make leading edge information and communication services affordable by all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders while enabling millions of India's knowledge workers to deliver their services globally". Reliance Passport is the outcome of the late visionary Dhirubhai Ambani's (1932-2002) dream to herald a digital revolution in India by bringing affordable means of information and communication for the people who are travelling abroad.

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"Make the calling card available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted out the mission for Reliance Infocomm in late 1999 and then in 2005 it came with Reliance Passport. He saw in the potential of information and communication technology an once-in-a-lifetime opportunity for India to leapfrog over its historical legacy of backwardness and underdevelopment.

Value Added Services and Competitive Advantage Today in this competitive industry the fight is not about talk or price only, its about whom offers the most value added services. In this battleground, the two most aggressive players are Clay and Reliance Passport. Clay already has a bunch of innovations to its credit. Matrix was the first company in world who came with an idea of Country Specific Sim cards and the first company which made its user to use internet services at 1/10th of the cost while they are travelling abroad. The Value proposition: whos offering what? Operators Outgoin g YES YES Incomin g YES YES Direct BB Call to Services India YES YES YES YES BUT IN SOME COUNT RIES NO NO Data Card Services YES YES BUT IN VERY FEW COUNT RIES. NO NO Forex Cards & Currency YES NO Receive/Sen d SMS YES YES

Matrix Clay

Uniconnec t Reliance Passport

YES NO

YES YES BUT USING SOME OTHER LANDLIN E YES

YES NO

NO NO

YES NO

Roam 1

YES

NO

NO

NO

NO

YES

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Local Prepaid Cards.

YES

YES

YES

NO

NO

YES

YES

Churn Management

Overview: In the communication industry, a customer canceling or reducing usage of communication service, is termed as churn. Customers are at a liberty to choose among the several service provider and the chances of their changing loyalties are high. Reasons can vary. They may switch to a different service provider due to a little price, quality of service, quality of customer care, equipment and technology, billing issues or simply more effective marketing campaigns. The percentage of customers who churns in a particular time period defines the churn rate. Churn in India: Reports straight that Indian Country Specific Sim card operators face the highest churn rates as compared to their counter parts in Asia Pacific countries with the exception of

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Hong Kong. As per data released by research firms Gartner, the monthly churn rate that Indian operators grapple with ranges from 3.5% to 6%. That means about 3.5% to 6% wireless customers move from one operator to another every month. It is observed from the report that half the merchandize from the customer base churns annually in India. The high churn rates can be explained from the fact that market is relatively more competitive in India. How to manage Churn; The problem identified, now the Country Specific Sim card operators are left to check ways out to keep the customers bound to them. To do so, he needs to keep a tab on the customer consuming habits. Here, they are confronted with the difficulty in determining the profile of subscribers that left the company and the reason why they left the company. It is therefore more difficult to predict which customers are likely to leave and more difficult to predict the device cost effective incentives that will persuade likely churners to stay. Domain experts, the marketing gurus in their lingo, would suggest the telecom companies to have good data in a data ware house, a methodology to manage the process of identifying customers or contracts and profile them according to risk categories and analytical model based on historical behavior to predict the proclivity to churn, and a means of acting on the output of the model to prevent the churn from actually taking place CHURN STRATEGY: Matrix has so many innovative ideas and matchless services to make sure the customer will enjoy nothing less than a word of advantages. 1. Matrix has recently presented Blackberry, the worlds most powerful instant E-Mail mobile with inbuilt features of synchronized instant E-Mail, attachment viewing, advanced security, integrated phone and web-browser and synchronized desktop calendar etc.

2. for business personals SMS directory, field force automation, vehicle tracking,

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coverage in 1400 towns, seamless international roaming, mobile office, corporate e-mail etc.

3. Matrix has the best value added service in the country.

-Advance rental plan If a user travels frequently to a country he may take a permanent no from Matrix for Rs 999 Annual rental only. -Zero cost SIM Matrix provides simcard on rent so no sim charges are taken from customers. -Incoming Free Matrix provides country specific cards for about 39 countries where incoming is free. -Hassel free Payment system While a user is carrying Matrix his no are mostly post paid so the billing can be easily done from their credit card, so they need not to worry about bill payment while travelling abroad. -Data Cards for laptops Matrix is one of the only companies which also provides country specific data cards so that people travelling for business purpose can stay connected to their mails even while travelling abroad any where any time.

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Matrix Forex Services Any person travelling abroad needs forex as a mandate, so Matrix now also provides forex services in terms of cash as well as Forex cards.

Chapter 2 Objective of the project

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PROJECT OBJECTIVE
Primary Objective To know the position of Matrix Country Specific Sim card by analyzing customer satisfaction and competitive market within the International Sim card industry.

Secondary Objectives 1. To find and list the factor that affect buying decisions. 2. To know the preference of potential and prospect customer for different features offered by International Sim cards providing companies to formulate effective churn strategy. 3. To find the awareness of Matrix Country Specific Sim card as a brand and Matrix other products in Delhi. 4. To find the reasons for their willing ness or non-willingness of Matrix user to switch to other brand. 5. To analyze the effectiveness of various printed ads of Matrix as well to analyze public relation image.

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Chapter - 3 Review of Literature

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BRAND IMAGE
Brand image is the current view of the customers about a brand. It can be defined as a unique bundle of associations within the minds of target customers. It signifies what the brand presently stands for. It is a set of beliefs held about a specific brand. In short, it is nothing but the consumers perception about the product. It is the manner in which a specific brand is positioned in the market. Brand image conveys emotional value and not just a mental image. Brand image is nothing but an organizations character. It is an accumulation of contact and observation by people external to an organization. It should highlight an organizations mission and vision to all. The main elements of positive brand image are- unique logo reflecting organizations image, slogan describing organizations business in brief and brand identifier supporting the key values. Brand image is the overall impression in consumers mind that is formed from all sources. Consumers develop various associations with the brand. Based on these associations, they form brand image. An image is formed about the brand on the basis of subjective perceptions of associations bundle that the consumers have about the brand. The idea behind brand image is that the consumer is not purchasing just the product/service but also the image associated with that product/service. Brand images should be positive,

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unique and instant. Brand images can be strengthened using brand communications like advertising, packaging, word of mouth publicity, other promotional tools, etc. Brand image develops and conveys the products character in a unique manner different from its competitors image. The brand image consists of various associations in consumers mind - attributes, benefits and attributes. Brand attributes are the functional and mental connections with the brand that the customers have. They can be specific or conceptual. Benefits are the rationale for the purchase decision. There are three types of benefits: Functional benefits - what do you do better (than others),emotional benefits - how do you make me feel better (than others), and rational benefits/support - why do I believe you(more than others). Brand attributes are consumers overall assessment of a brand. 26

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Brand image has not to be created, but is automatically formed. The brand image includes products' appeal, ease of use, functionality, fame, and overall value. Brand image is actually brand content. When the consumers purchase the product, they are also purchasing its image. Brand image is the objective and mental feedback of the consumers when they purchase a product. Positive brand image is exceeding the customers expectations. Positive brand image enhances the goodwill and brand value of an organization. To sum up, Brand image is the customers net extract from the brand.

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CONSUMER BEHAVIOUR
Consumer behaviour is the study of when, why, how, and where people do or do not buy a product. It blends elements from psychology, sociology, social anthropology and economics. It attempts to understand the buyer decision making process, both individually and in groups. It studies characteristics of individual consumers such as demographics and behavioral variables in an attempt to understand people's wants. It also tries to assess influences on the consumer from groups such as family, friends, reference groups, and society in general. Customer behaviour study is based on consumer buying behaviour, with the customer playing the three distinct roles of user, payer and buyer. Research has shown that consumer behavior is difficult to predict, even for experts in the field. Relationship marketing is an influential asset for customer behaviour analysis as it has a keen interest in the re-discovery of the true meaning of marketing through the re-affirmation of the importance of the customer or buyer. A greater importance is also placed on consumer retention, customer relationship management, personalisation, customisation and one-toone marketing. Social functions can be categorized into social choice and welfare functions.

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CUSTOMER RELATIONSHIP MANAGEMENT Customer relationship management is a broadly recognized, widely-implemented strategy for managing and nurturing a companys interactions with clients and sales prospects. It involves using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Once simply a label for a category of software tools, today, it generally denotes a company-wide business strategy embracing all clientfacing departments and even beyond. When an implementation is effective, people, processes, and technology work in synergy to increase profitability, and reduce operational costs

Benefits :

Streamlined sales and marketing processes Added cross-selling and up-selling opportunities Improved service, loyalty, and retention Higher sales productivity Increased call center efficiency Higher close rates Better profiling and targeting Reduced expenses Increased market share Higher overall profitability Marginal costing

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STRATEGIES FOR FUTURE TO RETAIN ITS MARKET SHARE

Target markets Students travelling abroad for Studies. This segment has not yet been tapped by any of the Country Specific Sim card service providers. Since these would be first time users and the price will be a major factor. Matrix will have to model its price structure to accommodate this segment of customers. Prepaid SIM card may thus be a good strategy to start off with. Leisure travel. Already Matrixs brand is synonymous with fun. Matrix will have to lay greater emphasis on this a segment of consumers because with greater disposable income more and more people travel abroad as a tourist. Corporate Travel This segment has not yet been tapped very well. Matrix can thus concentrate on this segment by introducing schemes aimed at corporate. This can be done by providing them specific value added services. Opponent's share: By aggressively marketing their products and taking advantage of the fact that as mentioned before Clay and Uniconnect is facing problems with its technical manpower at the services level. Sooner or later this is bound to result in dissatisfaction of their clients. Matrix can absorb these users Increased competition from the third and fourth player

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Airtel and Vodafone are planning to enter the Country Specific Sim card services market in a big way. Matrix will have to pay off their attack by New tariff plans. More value added services. Better network quality. Intensification of marketing and advertising effort aimed at highlighting the strengths of the brand and their continuous ability to provide good quality service. Increase in visibility and coverage

Matrix will have to go in for further image enhancement of the Matrix brand with a care and family message and the magic brand with emphasis on targeting the youth. Also, their retail outlets and franchises will have to be increased further by 50%. This is infact a strategy that Matrix is implementing and the results will show soon. Such reach and visibility once attained will have to be complemented with excellent peoples services that Matrix is known for. Once achieved this level of services will be hard new or established player to match. In the long run this could be the vital factor, which keeps Matrix No. 1 in the industry. The first come advantage

Value added services are the norm of the day. The service providers can gain a long term advantage by consistently introducing new incentives in value added services or tariff structures. Every time a new scheme is launched it provides temporary edge to the service provider over its counterpart. This temporary advantage is in terms of the new clients it acquires who have been attracted by the offer. However after some time this advantage is neutralized by the other player offering something similar. Thus it important to innovate before the competition time and again so that one can make the short term advantage cumulatively long term and help increase mind share as well as market share.

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Corporate clientele

Since this a target market by itself its marketing methodology itself would be different. Most organizations prefer to take services for their employees in groups. Hence, this order becomes very big for the service provider. Personalized selling would be the order of the day for these users. The presence in the various business and corporate circles would also enhance MATRIXs brand image. Special incentives can be given to these employees for maintaining their loyalty to the Matrix brand. The Matrix - Matrix advantage

Matrix could lure more customers by introducing schemes in which calls from one Matrix user to another would be possible at a reduced tariff. This would encourage a group of users who need to communicate frequently to opt for this service only. Also it would help in promoting bondage between the users and thus further promote loyalty. New innovative packages

Matrix has to come up with new innovative packages like the CALL HOME scheme offered by Clay. Such schemes launched at regular intervals will help in maintaining customer loyalty and also attract new customers. Discounted products

The company has to offer more discount schemes like reducing the activation charges or reducing the security fees. This will provide the company a competitive edge. However this may lead to a price war. Hence the trade offs of indulging in this exercise must be considered. Regular freebees

Matrix can offer at regular intervals and especially at festivals schemes like free airtime to its users, free coupons for shopping, free entry to shows etc. this would keep the customers interested in the brand and ensure that they remain loyal to the brand. The

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other competitor will also be indulging in the same hence the effectiveness of these would depend on the timing of these offers.

Special offers

Matrix may offer special incentives and rewards to the frequent and regular users by offering them free maintenance checks. Free or minimal cost up gradation to a category of users who use the service over a specified limit of airtime. More of the e-factor

The future belongs to the net. The players who will be able to integrate the net in their operations will lead the market. This would mean advertising over the net, allowing an interface of the net with the Country Specific Sim card service. Matrix is already on the right track as far as this is concerned. They have introduced the concept of being able to send messages to the user like a pager message. This can be done from the Matrix site.

Finally, to sell well. ..and remain in position..

NUMERO UNO To retain its position of the No. 1 player in the market Matrix has to not only implement the

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strategies mentioned but also time their moves perfectly. Only high level R&D complemented with sound technical services can provide the backbone for the aggressive marketing that we have suggested for Matrix.

Chapter 4 Research Methodology

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RESEARCH METHODOLOGY
The task of data collection begins after a research a problem has been defined and research design/plan chalked out. While deciding about the method data collection, the research should keep in mind two types of data viz., primary and secondary. The primary data are those, which are collected a fresh and for the first time and thus happen to be original in character. The secondary data are those which have already been collected by someone else and which have already been passed through the statistical process. The methods of collecting primary data are to be originally collected, while in case of secondary data the nature of data collection work is merely that of compilation. COLLECTION OF PRIMARY DATA We collected primary data during the course of doing experiments in an experimental research. We can obtain primary data either through observation or through direct communication with respondents, or through personal interviews. COLLECTION OF SECONDARY DATA Secondary data means data that are already available i.e. they refer to the data which have already been collected and analyzed by someone else. It may either be published data are available are available in: Various publications Technical and trade journals Books, magazines & statistics

SAMPLE SIZE

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SAMPLE SIZE FOR CUSTOMERS NEEDS AND SATISFACTION LEVEL: 100 SAMPLE SIZE FOR DSA/RETAILERS: 50

TOOLS USED IN SURVEY The various tools used in conducting the surveys are as follows: Observation method Personal interviews Questionnaire 1 OBSERVATION METHOD

Observation method in the most commonly used method in a survey. Observation becomes a scientific tool and the method of data collection for the researcher, when it serves a formulated research purposes systematically planned and recorded and is subjected to checks and controls on validity and reliability, under the observation without asking from the respondent. 2 INTERVIEW METHOD

The interview method of collecting data involves presentation of oral verbal stimuli and reply in term of oral verbal responses. Personal interview methods in a face-to face contact to the other person or persons. This method is particularly suitable for intensive investigations. 3 QUESTIONNAIRE

This method of data collection is quite popular in case of big enquires. In this method a questionnaire is presented to a concerned person with a request to give answers of the questions. A questionnaire consists of forms. The respondents have to answer the question on their own.

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The general form of a questionnaire is concerned; it can either be structured or constructed questionnaire structured or constructed questionnaire. Structured questionnaires are those questionnaires in which these are definite, concrete and pre-determined questions. When their characteristics are not present in a questionnaire, it can be termed as unstructured or non- structured questionnaire. PROCEDURE OF RESEARCH 1. To conduct the research the target population was the people who go abroad. 2. Target geographic area was Delhi sample size was 100 &50 for customer satisfaction & DSA feedback respectively. 3. To this sample a questionnaire was given, the questionnaire was combination of both open ended and close-ended question. 4. Some DSA were also interviewed to know about the various products and market scenario of Matrix. 5. Finally the collected data was analyzed and computed to arrive at the conclusion and recommendation given.

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Chapter 5 Data analysis And Interpretation

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Graph 1:-

Present Mode of Communication while travelling abroad

34 63

95

Local Sim card Indian Mobile Calling Card Others

100

Sample taken in the Survey contains 100% respondents with Country Specific Sim card Usage. _______________________________________________

Graph 2:-

Type of Connections

27% Post Paid Pre Paid 73%

About Three Quarter customers are postpaid users.

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Graph 3:Mode of Payments 5 45 67 Card Cheque Cash Others

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General mode of Payment is Credit Card, however Cgeque is the other upcoming means.

Graph 4:Present Service Provider

11% 10% 13%

10% 36%

20%

Matrix Clay Uniconnect Roam 1 Reliance Calling card Other

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Matrix holds more than One Third of the Country Specific Sim card Market Share in Delhi.

Graph 5:-

Factors Influencing the Customer Behavior

50 40 30 20 10 0 % of

Respondents

N et w or k

Factors

Brand, Network Coverage, Tariff and VAS are the major Factors influencing Consumer behavior. Graph 6:-

C om pe tit i

Very Imp. Important Moderately Imp. Less Imp.

C VA are S

Br an d

Ta r if f

on

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% of Respondents

Factors influencing customer behaviour

100 80 60 40 20 0
Advt.

Initial Investment(SC)

Availiability

Talk Value

Schemes

Influence

Very Imp. Important Moderately Imp. Less Imp.

Factors SC- Switching Cost Influence of Dealer, family and friends also plays an Important Role in the Buying decision of customer.

Graph 7:-

Preference while taking first time Connection

16% 8% Matrix Clay Uniconnect Roam 1 Reliance Calling Card Others

28%

15% 8% 25%

Matrix is the most preferred brand however Clay and Uniconnect are potential Competitors in the market. Matrix is the most preferred brand however Clay and Uniconnect are potential Competitors in the market.

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Graph 8:-

Satisfaction Level for Various Operators

100% 80% 60% 40% 20% 0%
M at ri x C la y

Lo Re c a lia l s nc im e C ca C rd s O th er s

U ni co nn ec t

Dissatisfied Partially Satisfied Fully Satisfied

Matrix has more than 60% satisfied Customers, however Clay and Uniconnect also have more than One third of their satisfied customers. ________________________________________________

Graph 9:-

Matrix Image

Quality Trust Latest tech Value for money Popularity Reliable

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Matrix is known basically for High Quality, Trust and Reliable Services. Matrix is known basically for High Quality, Trust and Reliable Services.

Graph 10:Customers Perception about Matrix 100% 80% 60% 40% 20% 0%
Poor Average Good Excellent Availability Auth. Interaction Customer Service with sales Care Center person

% of Respondents

Parameters Matrix has excellent Availability with the Dealers but lacks Sales force Interaction. Matrix has excellent Availability with the Dealers but lacks Sales force Interaction. _______________________________________________________

Graph 11:-

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Customers Perception about Matrix 100%

% of cust.

Poor Average Good Excellent

50% 0%
Cust. Satisftn Connectivity Economy Advt. Parameters

Customers think that MATRIXS connectivity is up to the mark.

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Graph 12:-

Ranking as per customer satisfaction Obtained by DSA feedback

Ranking Clay Loc al Sim Car d Uniconnect Reliance Others Matrix

Cellular Operators

Matrix is the most preferred brand which is been given by customers

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Chapter 6 Suggestion and Conclusion

SUGGESTION
-At this point of market evolution, various Country Specific Sim card operators in the industry believe that their core competency is managing their network and not just managing brand. A source indicate that the next most potential market player Clay even believe that this is a time to be investing in the business and not to save cost through outsourcing. So Matrix should consider this viewpoint and think about the risk involved in 63

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outsourcing its core competence that is network operations. -Matrix should try to counter the WLL by providing lower tariffs to certain users or high end users i.e. to follow discriminatory or product-mix pricing strategy. -Matrix must try to increase its post-paid subscriber base. -Matrix should try to add more and more countries in its sim cards kitty. -Matrix must try to come out with some specific plans, which are attractive for corporate because it is the segment with the highest mobile usage. -Main advantage of WLL is its tariff plan. So GSM service providers should try to reduce their tariff if possible at least initially. -More proportional schemes should be launched to incorporate the perfect blend of push and pull. So Matrix should provide dealers and distributor more perks and incentives. -Emphasis on more effective Public Relation exercise should be given by sponsoring various events to expand its reach. -Matrix should think seriously regarding the Ethics and Belief in transparency parameters in which it is lagging behind since a no. of years. -In the interest of subscribers Matrix should take serious steps regarding the textual harassment in consent with the regulatory bodies. -Matrix should incorporate further innovations to outsmart the most potential competitor that is Clay -Matrix should rectify and upgrade the billing system to avoid customer dissatisfaction and discretion in regards of erroneous bills. 64

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-Matrix should think positively to tap the companies indulging in Viral Marketing.

CONCLUSION
After analyzing the findings of the research we can conclude that Matrix with strong brand recognition is a market leader. Matrix Cellular that is the most respected company in the telecom sector is still lagging behind Clay on the ground of ethics and belief in transparency. Pre paid cards are less popular as they are not so consumer friendly and recharging is a hassle while travelling abroad. 65

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Most of the subscribers on an average spend Rs 3000/trip. As Matrix the only company having the largest market share with Clay and Uniconnect also following the steps of Matrix to increase the customer base, Matrix must seriously look into the loop holes in its marketing strategy and tariff plans to increase its subscriber base in the industry. Matrix should catch on its core strengths and competencies like wide network throughout India, own ILD and a basket full off value added services to compete with the others potential players in the market. Matrix can adopt marketing strategies like low activation fees, free airtime and other VAS to attract new customers and also try to retain the existing customer base through providing quality service and better customer care service. Although people are aware about the tariff plans offered by WLL service providers, but right now they are not in hurry to avoid it. The public wants to wait and watch their respective performances.

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Chapter 7 Limitations

LIMITATIONS
1. The study is restricted to Delhi only. 2. The population size is very small as compare to actual size. 3. There can be errors in sampling 4. Time constraints were there. 5. People might give their biased option

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BIBLIOGRAPHY

Books MARKETING MANAGEMENT Introduction to MARKETING SWAPNA PRADHAN ( TATA McGRAW-HILL) BUSINESS LINE - boom: ADS can give the extra thrust-S. D. Nai BUSINESS : The debate rages- Shanthi Venkataraman, Thursday, Nov 24, 2005 68

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INDIAN BRAND FOUNDATION BRAND INDUSTRY, BRANDING.

Websites http://www.mckinseyquarterly.com/category_editor.aspx?L2=5 http://www.cfoasia.com/link.htm http://www.strategy-business.com http://www.cia.gov/cia/publications/factbook/geos/in.html http://www.retailadvisors.net/ http://www.ibef.org/ http://www.retail.com/ http://www.retailbiz.com/ http://www.trai.com/

Magazines SOURCE: MATRIX, Annual Report 20010-11 (Updated on 31st Dec, 20011)

ANNEXURE
Personal Information: Name of m/s: .. Name of establishment/store. Address: Phone:.. E-mail:.. 69

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1. Type of Outlet: Corporate Offices .

Airport

Travel Agents

Any other (please specify)

2. Location: Visibility- (a) Premium Location (b) Average Location(c) Not Good Location 3. Type of Area: Mall Commercial Residential Industrial Office Complex 4. Since how long you are in this business/ profession? 0-1year 1-3years 3-5years 5 or more years 5. Since how long you are dealing with Matrix? 0-1year 1-3years 3-5years 6. Basically which of the operators you deal with? Matrix Clay Uniconnect Roam 1 Reliance Passport 7. Any particular reason for dealing with the above mentioned operators? 8. How much commission you get from these companies? On new connection Matrix Clay Uniconnect Roam 1 Reliance Passport

5 or more years

9. Which connection do the customers prefer when they come at your doorstep? Matrix Clay Uniconnect Roam 1 Reliance Passport 10. Which connection you advise for customers? Matrix Clay Uniconnect Roam 1 Reliance Passport 11. What is the ranking of various operators in terms of fewer complaints? Matrix Clay Uniconnect Roam 1 Reliance Passport

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12. Any suggestions for Matrix? .

I Value your Suggestions Thanks

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