ABSTRACT: CUSTOMER VALUE Customer value is the difference between the values the customer gains from owning

and using a product and the cost of obtaining the product. It is a philosophy centered around the customer's individual needs. On the other hand we may understand that the total customer value is the total sum of product value, services value, personnel value and image value. Besides these monetary, time, physic and energy costs are the total costs of a customer. Customer value proposition includes price, potential substitutes and even competitors offerings. Should the customer value be expressed as a formula: Total Customer value = Product value + services value + personnel value + image value Total customer cost = Monetary cost + time cost + physic cost + energy cost Customer Delivered value = Total Customer value Total customer cost Customer value is the difference between total customer value and total customer cost. Putting it simply, customer value is created when the perceptions of benefits received from a transaction exceeds the costs of ownership. The same idea can be expressed as a ratio Customer value = Perceptions of benefits/Cost of ownership CUSTOMER SATISFACTION:

Customer satisfaction is the measure of how well my companys product, service, support and engagement are able to meet the customer expectations. Todays communications consumers have more choice, and products have become increasingly complex. Moreover, any single

interaction represents sales and losses across multiple products for telecoms. Acknowledging the stakes of managing customers relationships and customer satisfaction have never been high er.
CUSTOMER RETENTION:

Customer retention refers to the percentage of customer relationships that, once established, a small business is able to maintain on a long-term basis. It is a major contributing factor in the net growth rate of small businesses. The most basic tools for retaining customers are providing superior product and service quality. High quality products and services minimize the problems experienced by customers and create goodwill toward the company, which in turn increases customers' resistance to competitors' overtures
DEVELOPING CUSTOMER VALUE: I as a product manager of a company will have schemes and plans designed to ensure that the customers enjoy the highest levels of value being associated with my company. To ensure the same, various

schemecan be designed to associate new customers with my company at the cheapest possible cost to the customer.eg. a new prepaid card at Rs 80 with a talk time of Rs 100 of which Rs 50 is credited on the spot and the rest in installments in the next three months which also tends to develop a psyche in the mind of the customer that being associated with the company he would be enjoying benefits more than the actual value and ensures to a certain extent that the customer stays with the company for the next three months to avail the extra benefits. Enhancing the customer value is a dynamic process so I will ensure strategies are continuously poured in to ensure the value offered to the customer is maximum in comparison to other companies. Example a customer which is associated with the company for more than an year can be sent frequent full recharge offers and it should be made sure that the customer knows that he is enjoying certain extra privileges being associated with the company over the long run. A good understanding and demarcation of the various types of customers is necessary to ensure catering to the needs of the different types of customers. While the high end customers have a high usage pattern I will put a strategy to recognize the usage patterns of the such class of customers and provide better schemes and offers as part of special benefits like a high value recharges of Rs 1000 offering value of Rs 1100; offering choices of new hello tunes each day to select from on a recharge of say, Rs 100, as these are the customers who prioritize better services and offers more than the monetary aspects of it. For the customers who do not spend or use services to a high extent, schemes such as mini recharges , economy message packs can be launchedd and discounted tariffs can be provided to any 2 numbers at nominal charges I will have to lay a constant effort in ensuring that the brand of the company is portrayed as a company which constantly strives for better relations with the customers and whose endeavor is providing value to all the customers. The customers tend to associate themselves with a company that is known for its services and new ideas in comparison to other competitors. Whenever a new technology comes up in the company a constant effort will be made on my part to let the consumers and the potential customers know about it and provide the best promotional plans to give a feel of it eg.like making video calling available at nominal tariff plans for a week to promote future use of it by the customers at different tariff plans. The branding of the company should be done in a way that it speaks of the quality offered to each customer and prioritize the customer needs. The existing and the potential customers should be informed about the customer support services available at any hour and grievances redrresal within 24 hours of the complaint. The activation and deactivation of the services should be simple and should be done in the minimum possible time. Following these concepts and practices customer can be made to feel that the product and services value that he enjoys is a lot more than the amount he pays and hence customer value can be established in a company.

DEVELOPING CUSTOMER SATISFACTION: I as the product manager of an organization will have proper system set in place to ensure that the customers enjoy the highest level of satisfaction being associated with my product. Customer satisfaction comes when they are enjoying the highest level of services from the company so I will make sure that the various services expected by the customer are in order and available at the customers disposal like a dedicated customer support team to address the grievances of the customer at any hour of the day so that even when the customer call at midnight a dedicated and well trained customer support team attends the complaint. The

common errors in the bill would be one area I would pay special attention to as they can create a wrong image for the company and significantly affect the brand value and potential customers. I will make sure that care centers are strategically placed in all the important cities to provide direct contact of the customers with the company and be reachable to all. The grievances of the customers should be dealt within 24 hours and an acknowledgement of the receival of the complaint should be made immediately to the customer. I will make sure the network support is provided as promised to the customer and will provide personalized schemes and offers according to the need and usage pattern of the customer. I will ensure that complete transparency in followed in billing systems by providing immediate usage and charges for pre paid customers and proper itemized billing for the post paid subscribers.It will be made sure that latest offers and schemes are available to my customers at the most competitive pricing to provide the best value to the customers.Thus maintaining proper support to the customer and providing personalized services customer satisfaction can be maintained and can help keep the customer associated with the company for long. MAXIMIZING CUSTOMER RETENTION: I as a manager of an organization will look to provide the services and support of the highest quality to ensure my customers remain associated with my company. A database should be maintained for all the customers that will become an invaluable tool in recognizing who your most valuable customers are and how to get in contact with them. It should be made sure that
no matter how happy your customers are with your business, they can be courted by more aggressive salesman and special offers so contact should be maintained with customers via newsletters or e-mail lists to stay in touch and to let customers know about your new products or sales. It will be made sure that complaints are welcomed as an opportunity to win your customers loyalty by showing them that company is committed to customer service and to providing the best product. Loyalty programs can be started to reward repeat customers which may include a special gift or service.Thus offering the best product or service ensures that your customers will want to stay connected to the company. As no amount of special discounts will entice customers to buy an inferior product or to pay for bad service so always offer the highest-quality product or service and business will retain the customers. Soln.2Brand/service selected: FACEBOOK Scale selected :LINKERT SCALE Target customers: 18-25 years About Facebook Facebook is a social networking service and website launched in February 2004, owned and operated by Facebook, Inc. [3] As of May 2012, Facebook has over 900 million active users. It allows users from all age groups to join common interest groups, communicate with people all across the globe, categorize friends in people from work, close friendsetc. Reasons for choosing facebookFacebook has been a fast growing networking site throughout the globe and has become a brand in itself powerful enough that it has 900 million users worldwide which includes 43 million users in India. This questionnaire analysis what users love in the website that they are completely engrossed by it and whether the new changes and updates brought about in the website are actually effective in keeping users more interested in facebook.It also tries understanding what people think about the latest IPO

launched by facebook and what is in facebook that other networking websites dont have that has accounted to huge success of the brand we today know as FACEBOOK. Reason for selecting the target customers in range of 18-25 years: The age group is selected because a majority of the users i.e. nearly 30percent of the total 900 million users fall under this age group and hence are the ones majorly whom keeping in mind the various advertising companies approach facebook and various games and new and updates to various applications are launched in Facebook. Also this age group has seen a rise of 132% in the previous year in terms of number of users. Thus they form a major part of the facebook and are hence the ones included surveyed. Reasons for selecting likert scale: Likert Scale are of ordinal type, they enable one to rank attitudes.the questionnaire about facebook was such that it required the extent to which the people surveyed agreed or disagreed with the various happenings within facebook and required to know the response of the people if certain things were changed in facebook. It showed the strength of persons feelings to whatever is the topic. It allows the persons being surveyed to quickly give his/her opinion and is very easy to analyze.

Question 1: the user intereface of facebook is very easy to use: 1. Strongly agree 2. Somewhat agree 3.neither agree nor disagree 4.Somewhat disagree 5.strongly diagree Question 2: Each piece of profile information help you to express who you are to others on facebook. 1. Strongly agree 2. Somewhat agree 3.neither agree nor disagree 4.Somewhat disagree 5.strongly disagree Question 3: The IPO launched by facebook is a way to distribute profits amongst its loyal users. 1. Strongly agree 2. Somewhat agree 3.neither agree nor disagree 4.Somewhat disagree 5.strongly disagree Question 4: The new outlook(timeline) of facebook has made networking more interesting. 1. Strongly agree 2. Somewhat agree 3.neither agree nor disagree 4.Somewhat disagree 5.strongly disagree Question 5: facebook would loose many customers if it starts charging for signing up process which is free at the moment. 1. Strongly agree 2. Somewhat agree 3.neither agree nor disagree 4.Somewhat disagree 5.strongly disagree Ques3.

Marico is one of India's leading Consumer Products & Services companies in the global beauty and wellness space. From its foundations, Marico has worked outside the box, to bring innovation to its customers through the careful creation of continuous and sustainable change. Today, 1 out of 3 Indians uses a Marico product. From cooking oil with 'LoSorb Technology', to rice that keeps you active, personalised skinscription services and hair oil. Marico is present in more than 25 countries across Asia and the African continent.Maricos vast portfolio of enduring brands such as Parachute Advansed, Saffola, Hair & Care, Nihar, Mediker, Revive and Manjal are leading household names today. Marico also owns popular brands like Set Wet, Livon, Zatak ,

and other personal care brands thereby strengthening its portfolio for the youth and creating a significant presence in the male grooming and post hair wash segments. Marico's international portfolio includes brands like Fiance, Haircode, Camelia, Aromatic, Caivil, Hercules, BlackChic, Code 10 and Ingwe. RESEARCH OBJECTIVE A research project is to be designed because Marci has decided to extend its hair care product line.The case study should be qualitative as well as quantitative in nature to find out which hair care product can be launched as per the requirements of the surveyed sample and the specific methodology would be focus group interviews. QUALITATIVE RESEARCH About two dozen current or potential customers were paid to come into a research facility to discuss the use of various hair products in general, and later in the interviews the discussion was directed specifically to major hair problems faced by the customers. The focus group is selected on the basis of carefully laid screener questionnaire. With the help of the questionnaire appropriate individuals are selected to participate in the research study and the ones who are not the target market are not invited. Screener questionnaire Hello, I am from Marketing Research Centre and we are conducting research among people who enjoy drinking wine and 1 would like to ask you a few questions. Recruite equal number of males and females. 1.Check one. Male female 1. Do you or does anyone in your household work in any of the following professions: marketing research, advertising, public relations, or in the production or distribution of wine? Yes-terminate and tally No-continue 2. Have you participated in a group discussion, survey, or been asked to test any products for market research purposes in the past 6 months? Yes-terminate and tally No-continue
7. Do you have any children under the age of 10, either by birth or adoption? a.Yes (CONTINUE) b. No (CONTINUE) For each group, recruit half with children UNDER age 10, and half with children age 10 and

older or no children.

3. Have u been using any of the hair care products? No-go to 4 Yes-continue 4. Are you in anyway unsatisfied with your hair texture? Yes- continue No-go to 5 5. Are you in any way unsatisfied with your hair density? Yes-continue No-go to 6 6. Have you had any kind of hair issues ever? Yes-continue No-terminate Try to confirm how conscious a person is towards his/her hair 7.On a scale of 10 how concerned are you about your hair? Note down the level.-invite people rating their concern above 5 to get valuable inputs on various hair problems. 8. Which of the following groups include your age? under 16-terminate 16-2425-2930-3940-4950-5960 and older-terminate

9.if you could buy a hair care product of your choice what would it be?_______ 10.from the book last point A discussion guide is prepared next which sets out the line of questioning that the researcher needs to cover with the respondents in the focus group session. DISCUSSION GUIDE

Welcome statement: Thanks for participating. Everything you say here will be confidential. There are no right or wrong answers. We want to hear from everyone. Feel free to share your opinions openly. For accuracy reasons only, we will be recording this discussion.

Well guide discussion with questions but hope discussion will flow from the group. Were going to talk today about snacks on campus, foods, and food packaging.

1. Lets go around and have every one say your name and your favorite hair care product.

2. How often have you felt that your hair loss is a concern according to your age?

3.what hair care products have you used to gain hair volume?

4.where do you buy or get the hair gain products from?

5.which is the one hair gain product (if used)that you have liked the most and list down the features that you liked.( Probe about price, convenience,availability etc.).

6.how concerned/satisfied will you be using a hair gain product that doesnt come from a known brand?

7. Are you willing to pay extra for branded hair gain products? If so, how?

8. Lets switch topics for a minute. Were trying to find out who you listen to for advice and
information?

9. are you aware that hair grow products can lead to scalp irritation and dryness?

10. If you had this information I just gave about toxics in food packaging, how would it affect your usage of hair grow products?

11. How would a hair product from a top brand in the country make a difference to you?

12. Describe sales or pricing or special offers on hair grow products that have gotten your attention.

13. any final ideas or thoughts about hair gain products and what could make it better?

14. where do you expect to purchase such hair grow products?