Technology Enhancing Customer Relationship Management : A Review | Indian Journal of Marketing, Volume 42, Number 8, pp. 4 - 7 | Organizations are bound to work with their stakeholders who are internal employees to external customers. With certain objectives to deliver, organizations reach out to customers with certain value based products and services. To enable to reach out their objectives, they take the support of other players in the ecosystems such as suppliers and vendors. Thus, a relationship booms in the entire gamut of the ecosystem. Streamlining of the supply chain occurs for reducing cost, increasing accessibility and enhancing profitability, with the help of technology, resulting in augmented customer satisfaction. This article tries to review the impact of the product life cycle on revenue and volumes and also the impact of technology on the customer relationship management in the 21st century. | | Keywords: Supply Chain Management, Customer Relationship Management, Inflection Point, Product Life Cycle Management, Electronic Data Interchange, Electronic Fund Transfer, Enterprise Resource Planning, Dagmar, Digizines | Shreyas Srivatsan
Manager – Organization & Dealer Development
Tata Motors Limited
Bangalore – 560001
shreyasvatsan@gmail.com
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| Perceptions Of Investors On The Service Quality Of Reliance Life Insurance: A Study In The West Godavari District Of Andhra Pradesh | Indian Journal of Marketing, Volume 42, Number 8, pp. 8 – 18 | The early history of insurance in India can be traced back to the Vedas. The Sanskrit term ‘Yogakshema’ (meaning well being), the name of Life Insurance Corporation of India’s corporate headquarters, is found in the Rig Veda. Some form of ‘community insurance’ was practiced by the Aryans around 1000 BC. The family system prevalent in India was an important form of social cooperation. Life insurance in its modern form came to India from England. Recognizing the global trend, most of the foreign insurance companies have preferred to form joint ventures with Indian companies. Banks, financial institutions, and non-banking finance companies (NBFCs) are permitted to enter the insurance sector. The introduction of private players in the industry has added colors in the dull industry. There are many reputed companies in the market which provide the Insurance for living being and non-living beings. The initiatives taken by the private players are very competitive and have given immense competition to one time monopoly of the market leader LIC. Since the advent of the private players in the market, the industry has seen new and innovative steps taken by the players in this sector. The new players have concentrated on providing a new variety of services and improved the service quality of the insurance. Reliance General Insurance is India’s fastest growing general insurance company and is among the top three private sector insurers and is concentrating on the service quality for its investors. In this context, an attempt has been made to evaluate and analyze the perceptions of investors on “Service Quality” of Reliance Life Insurance Company Ltd. | | Keywords : Reliance Life Insurance Company, RLIC, Service Quality, Andhra Pradesh, West Godavari, Investors, Insurance | B.V.R. Naidu
Professor & Head of the Department,
School Of Management Studies,
Swarnandhra College Of Engineering & Technology
Narasapuram
W. G. Dist. , Andhra Pradesh.
drnaidubandaru@gmail.com
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| A Study Of Customer Preferences For Milk And Milk Products | Indian Journal of Marketing, Volume 42, Number 8, pp. 19 – 26. | Dairying has become an important secondary source of income for millions of rural families and for millions more, it has assumed the most important role in providing employment and income. The per-capita availability of milk has also increased to a level of about 245 gms per day. With the increasing purchasing power of the urban middle class, value-added products occupy a key position in dairy products range. Not only increasing urbanization means greater consumerism, but with the rapid spread of the modern communication systems like television in the rural areas and ever increasing emphasis on advertisements, the consumption pattern for dairy products is rapidly changing all over the country. The research paper highlights the study of changes in purchase decision of customers for milk and milk products from 1991 to 2006. | | Keywords : Purchasing Power, Consumerism, Consumption Pattern, Customer Preferences, Milk, Milk Products, Ghee, Curd, Shrikhand, Khoya, Paneer, Cheese, Lassi, Chakka, Packaged Milk, Branded Milk and Milk Products | Deepa Ingavale
Assistant Professor
Department of Commerce & Management
Shivaji University, Kolhapur
Maharashtra.
deepaingavale@yahoo.com | H.M. Thakar
Director, MBA- Course,
Department of Commerce & Management
Shivaji University, Kolhapur
Maharashtra. | |
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| Perception Of Work Culture And Its Impact On Performance In DMRC | Indian Journal of Marketing, Volume 42, Number 8, pp. 27 – 33. | The present study was undertaken to examine the perception of work culture by managerial associates and its impact on performance in DMRC. A group of 199 associates belonging to top, middle, and lower levels served as a sample for the study. To attain the objectives of the study, Organizational Culture Survey, developed by Pareek (2001), Organizational Culture Questionnaire (Mathur, Khurana, and Parida,1990) and Performance scale (Lather and Jain,2008) were administered. Results indicated structure, exercise of authority and beliefs to be relatively strong dimensions of culture as perceived by the entire group of associates. Significant differences were also observed across three hierarchical levels in respect of different dimensions of work culture. Results further showed a significant effect of support, structure and individual responsibility on employee performance. Implications of findings of the present study have been discussed in the paper. | | Keywords: Work Culture, Performance, Delhi Metro Rail Corporation, DMRC | Anu Singh Lather
Professor and Dean
University School of Management Studies,
GGS Indraprastha University, New Delhi.
anusinghlather@gmail.com | |
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| A Study On Customers’ Satisfaction With And Preference Of Colour T.V. Brands With Reference To Silchar, Assam | Indian Journal of Marketing, Volume 42, Number 8, pp. 34 - 44 | The colour T.V. industry in India has seen a dramatic change during the past one decade as liberalization and globalization showed its original face in full swing in the Indian sub-continent, making its market highly competitive and customer driven. A good number of T.V. customers today face a lot of dilemma at the time of taking decisions to choose the brand because a number of substitutes are available in the market. As a result of this, the manufacturers are now forced to behave like price-takers rather than price-markers. It is quite clear to understand that the generation of information plays a very crucial role in the formulation of marketing strategies, and it provides a link between the customers and the organization. This is mainly because of the fact that the contemporary T.V. market is a complex buyers' market, on the demand side.
The present study aims at ascertaining the T.V. customer’s preference over the various counts of the T.V. brands, they use. This study also throws light on the customer’s purchase behavior with respect to colour T.V. | | Keywords : Customer Satisfaction, Customer Preference, Purchase Behavior, Brand Awareness, Colour TV Industry, Silchar, Assam | D.K. Pandiya
Professor and Head
Department of Commerce
Assam University
Silchar
Assam. | Rajashree Bhattacharjee
Research Scholar
Assam University
Silchar
Assam.
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| An Empirical Study On Critical Success Factors Of Six Sigma With Special Reference To The Banking Sector | Indian Journal of Marketing, Volume 42, Number 8, pp. 45 - 52. | On the basis of the characteristics of services in banking, implementing six-sigma has become a challenge in this financial area. This paper introduces the status of Six Sigma implementation in the banking sector in the past and present, and then overviewed some studies of implementing Six Sigma in service, especially in banking. There are some factors that influence the results of implementation, which we should take notice of, and also some limitations and new ways of implementing Six Sigma. To apply Six Sigma is not an easy job, and the measurement of service quality is not easy as that of the quality in manufacturing, so a choice of service quality models is quite important. The successful introduction of Six Sigma requires adjustments to the culture of the organization and a change in the mindset of its employees. Employees have to be motivated towards the introduction and development of Six Sigma program through various reward and recognition schemes. There can also be a problem of employees dismissing Six Sigma as the latest fad or hype. | | Keywords: Six Sigma, Critical Success Factors, Banking Quality Characteristics | | | |
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| Role Of Children In The Family Decision Making Unit | Indian Journal of Marketing, Volume 42, Number 8, pp. 53 - 62. | The family as a consuming and decision making unit is a central occurrence in marketing and consumer behaviour. Various studies show that out of all the family members, children have started to emerge as a growing influence on family purchase decisions in a variety of product ranges, not just products meant for them, but also those used by the entire family. Gone are the days when marketers would solely focus on the adults as targets to market their product. Children have been acknowledged as playing an important role within family purchase decisions, with their ability to directly and indirectly influence decisions.
Through this paper, an attempt is made to have an understanding of the family as a decision making unit and understanding the role of children in a family decision making unit. It also looks at understanding the various influencing tactics used by children. Possible implications to marketers are also put forth. This paper gives an insight to researchers to conduct further research in this area. | | Keywords: Children, Influence, Family, Decision Making Unit, Socialization | Andrea Almeida
Assistant Professor
Sri Sri Institute of Management Studies
St. Joaquim Road
Borda, Margao
Goa.
andrea16.almeida@gmail.com
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