SUMMER INTERNSHIP REPORT

On
Role of E-commerce & CRM, Survey of Customer perception
And Viability of E-magazine
Submit towards partial fulfillment of the requirements of Post
Graduate Diploma in Business Management by-
Aseem Srivastava
Batch -2020-2022

Submitted by- Under the supervision of –

Aseem Srivastava Prof. Devendra Jaiswal
Roll no- 2214

Dr. Gaur Hari Singhania Institute of Management & Research

Kamla Nagar, Kanpur
208005

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Chapter 1- Prefatory Part

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Acknowledgement

It has been a pleasure for me to work on a research project

during the course of my PGDM program; however, the
satisfaction and euphoria that accompany the successful
completion of the project would be incomplete without the
mention of the people who made it possible.
I would like to take the opportunity to thank and express a deep
sense of gratitude to my faculty mentor at GHS-IMR, Prof.
Devendra Jaiswal. I am greatly indebted to him for providing
valuable guidance at all stages of the project. I am extremely
obliged to him for his elevating inspiration, encouraging
guidance and kind supervision.
I feel privileged to have been a part of Dr. Gaur Hari Singhania
Institute of Management and Research, as it has always provided
me the necessary environment for my ideas to bloom.
I owe my whole-hearted thanks and appreciation to the director,
Dr. (Prof.) Rahul Goyal for his continuous support and for
providing me a road map to complete my project. I thank him for
allowing me to undertake various activities required for the
successful completion f this project.
I hope that I can build upon the experience and knowledge that
I’ve gained and make a valuable contribution in the marketing
domain in the coming future.

Aseem Srivastava

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Executive summary

The Project “Role of E-commerce &CRM, survey of Customer

perception and Viability of E-magazine” is an attempt to find out
the factors and causes which affect the degree of satisfaction
among the customers of Tenhard India. In this tough time of
competition E-magazines industry is going a long way in
developing, formulating and implementing promotional
strategies to cope up with this tough competition. Though there
are many aspects which can be improvised in the services of
Tenhard India.
There are several factors which influences the purchase. These
factors are maybe internal and external as well. Internal factors
include perception towards the thing, knowledge about product,
Purchaser’s attitude, lifestyle etc. external factors include
culture, group or peer influence, the situation in which purchase
is made etc.
Questionnaires were prepared and market survey was
conducted and then evaluation of primary/Secondary data is
done.
The analysis revealed that there are some factors e.g., the
customer perceived value and value preposition when meets
leads to customer satisfaction. If that is consistent then leads to
customer loyalty. That is the key factor of customer retention
etc. which affect the purchase of E-magazines of Tenhard India.

It also revealed the fact that there is a small that there is a small
opportunity of improvement in the area of quality of content
and promotional schemes. The customers agreed upon the fact
that gifts are good in quality but they added that these
promotional schemes can be more attractive.
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 Declaration By Faculty Mentor

This is to Certify that Aseem Srivastava, student of full time

PGDM course (2020-2022) at Dr. Gaur Hari Singhania Institute
of Management & Research, Kanpur, With Marketing and IT as
her Dual specialization has Satisfactorily completed Final
research Project on “Role of E- Commerce & CRM, Survey of
Customer Perception and Viability of E- Magazine” under the
Guidance of the undersigned in partial fulfillment of PGDM- full
time Course.

Prof. Devendra

Jaiswal Date-

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 PREFACE

Post Graduate Diploma in Management Program is one of the

most reputed professional courses in the field of management.
This course includes both theory and its applications as per
contents of its curriculum. It gives exposure to our practical
knowledge and also to get interact with the various aspects of
present market conditions. Each student is required to undergo
practical training in an industrial organization. The summer
training programmers are designed to give the managers the
future of the corporate happenings and work culture. The real-
life situation is really different from the stimulated exercise
enacted in an artificial environment inside. The summer training
programmers are designed, so that the managers or tomorrow
do not feel when the time comes to take responsibilities I have
joined Tenhard India; Noida for summer training.
Tenhard India, India's largest E-magazines group and amongst
the top 5 E-magazines group in the India. The experience that I
have got during this period has given me with an orientation
which I believe will help me to shoulder any task successfully in
near future. I have tried my best to arrange my work in a
systematic and chronological way.

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TABLE OF CONTENTS
S.No Topics Page No.
Chapter 1 02
1.1) Acknowledgement 03
1.2) Executive Summary 04
1.3) Certificate From Company 05
1.4) Preface 06
1.5) Table of Content 07
Chapter 2 08
2.1) Introduction of Industry 10-11
2.2) Company History 12
2.3) Ownership Pattern 12
2.4) Divisions 12
2.5) Product and Services 13-14
2.6) Competitors 15
Chapter 3 PART A 16-17
Week Wise learning
3.1) Introduction of the topic 18
3.2) Role of E commerce 19
3.3) Customer Relationship Management 20
3.4) Role of CRM in E commerce 20
3.5) Customer Perception 21
3.6) Viability of E magazine 21-22
3.7) Objective of the study 23
3.8) Research Methodology 24-25
3.9) Data Analysis 26-36
3.10) Findings 37
3.11) Conclusion 38
3.12) Appendix 39-41
3.13) References 42
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Chapter 2- Company
Study
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E media Indusrty
Introduction

Electronic media are media that use electronics or

electromechanical means for the audience to access the content.
This is in contrast to static media (mainly print media), which
today are most often created digitally, but do not require
electronics to be accessed by the end user in the printed form.
The primary electronic media sources familiar to the general
public are video recordings, audio recordings, multimedia
presentations, slide presentations, CD-ROM and online content.
Most new media are in the form of digital media. However,

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electronic media may be in either analogue electronics data or
digital electronic data format.

Although the term is usually associated with content recorded

on a storage medium, recordings are not required for live
broadcasting and online networking.

Any equipment used in the electronic communication process

(e.g. television, radio, telephone, game console, handheld
device) may also be considered electronic media.

Rapid communication through latest technology has facilitated

speedy information gathering and dissemination and this has
become an essential part of the modern society. It was Marshall
McLuhan who said that electronic technology is reshaping and
restructuring patterns of social interdependence and every
aspect of our personal life. Extraordinary information explosion
have dramatically shrunk time and distance and have converted
our world into a Global Village.
Electronic media have transformed communication and our
ability to share, store and gain information and knowledge. The
widely available media services are changing the ways in which
we live and work and also altering our perceptions and beliefs. It
is essential that we understand these changes and effects in
order to develop our electronic resources for the benefit of
society.
Information exchange has come cheaper and simple.
It has become easy to have two-way interaction and exchange of
ideas.
Wide reach and low reception costs encourage centralised
information dissemination.
With multi-channels listeners and viewers have opportunity to
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pick and choose among the programs of their likings?
Politically two-way media are democratic in which each party is
equally empowered to raise new issues on electronic network.
Networks are not new. "Hard" networks such as road, rail,
electric and water supply networks have been with us for ages.
"Soft" networks such as computer programs, radio and television
are equally important in relations to our needs, usefulness to our
culture.

Company history

Tenhard India Private Limited is a Private incorporated on 20

July 2020. It is classified as Non-govt Company and is registered
at Registrar of Companies, Delhi. Its authorized share capital is
Rs. 100,000 and its paid up capital is Rs. 100,000. It is involved
in Reproduction of recorded media [This class includes
reproduction of records, audio, video and computer tapes from
master copies, reproduction of floppy, hard or compact disks,
reproduction of non-customized software and film duplicating]

Ownership Pattern
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 Tenhard India Private Limited's Annual General Meeting (AGM)
was last held on N/A and as per records from Ministry of
Corporate Affairs (MCA), its balance sheet was last filed on N/A.
Divisions

Directors of Tenhard India Private Limited are Ajay Kumar Singh

and Parul Puri.
Tenhard India Private Limited's Corporate Identification Number
is (CIN) U22300DL2020PTC366500 and its registration number is
366500.Its Email address is 18.PARUL.PURI@GMAIL.COM and its
registered address is J 68 LAXMI NAGAR DELHI East Delhi DL
110092 IN.

Current status of Tenhard India Private Limited is –Active

Product And Services

Tenhard India Pvt Ltd is a leading name in the e-media industry.

We are publishers of renowned titles like Tenhard Traveler and
Food. We provide digital versions of media from various
publishers. Using the latest technology, we help people get the
latest news, digitally.
The products are-
E-Magazines
E-Newspapers
E-Novels
Blogs

Tenhard’s sole aim is to take digital reading to the next level and
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provide you with a one-stop destination for all your reading
needs. No more searching for your favorite magazine or
newspaper on different sites. Just read on the go from a myriad
of categories. We have listed the magazine from every genre to
make your search easier. Be it regional or international; you will
find every newspaper on our digital newsstand.

We don’t intend to stop right there. Apart from popular

magazines and newspapers, you will be exposed to a wide
variety of blogs and articles from different genres. You can also
binge-read on your favorite novels and books from any corner of
the world. We have aligned all the books and novels from
renowned authors into distinctive categories so that you can
easily filter them out.

Reach out to our blog section to go through our freshly brewed

quality blogs on topics that intrigue, excite, and entertain you.
Tenhard has also started its own issue of magazines that will
satiate all your reading needs. From travel, food, business, sports
to celebrity and lifestyle, you can find it all here!

With the current pandemic situation, going digital seems to be

the ideal way to stay protected. We believe in digitalization.
Hence, we bring you everything you want to read under one
roof. Read, subscribe, shop; Tenhard is your next-door reading
buddy that understands all your needs!

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COMPETITORS

There are 6 competitors of Tenhard Group-

1. Star Paper Mills Ltd.

2. Emami Paper Mills Limited.
3. Praveen India Ltd .
4. Agio Paper & Industries Limited.
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 5. International Conveyors Ltd.
6. Saregama India Limited.

CHAPTER 3
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 PART – A
WEEK WISE LEARNING

Week-wise Learnings (All 6 to 8 weeks),

Week ending Tasks performed during Learnings from

the week tasks performed

May 23, 2021 Marketing &Sales Learned Customer

relationship
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 Management
May 30, 2021 Marketing &Sales Learned how to target
customers,
Segmentation of the
product.
June 6, 2021 Marketing& Sales Learned how to
achieve sales & how to
handle the pressure
June 13, 2021 Digital marketing Achieved Sales target
& & learned how to be a
Marketing & Sales multitasking person.

June 20, 2021 Digital Marketing Learned how to

generate leads with
the help Online
Platforms.
June 27, 2021 Digital marketing & Learned how to
Reporting complete sales target
and how to work in
corporate
environment.

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 Introduction on
Role of E-commerce & CRM, Survey of Customer
perception And Viability of E-magazine

Role of E-commerce & CRM, Survey of Customer

perception And Viability of E-magazine

E- Business or e-Commerce is any type of business, or

commercial transaction, which involves the transfer of
information across the Internet. It wholly covers a range of
different types of businesses, from consumer based retail sites,
through auction or music sites, to business exchanges trading
goods and services between corporations. It is currently one of
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the most important aspects of the Internet to emerge.
Ecommerce allows consumers to electronically exchange goods
and services with no barriers of time or distance. Electronic
commerce has expanded rapidly over the past five years and is
predicted to continue at this rate, or even accelerate. In the near
future the boundaries between "conventional" and "electronic"
commerce will become increasingly blurred as more and more
businesses move sections of their operations onto the Internet.
Electronic commerce has also led to the development of
electronic marketplaces where suppliers and potential
customers are brought together to conduct mutually beneficial
trade. The road to creating a successful online store can be a
difficult if unaware of ecommerce principles and what
ecommerce is supposed to do for your online business.

CUSTOMER RELATIONSHIP MANAGEMENT

Customer relationship management (CRM) is a system for

managing a company’s interactions with current and future
customers. It often involves using technology to organize,
automate, and synchronize sales, marketing, customer service
and technical support.

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ROLE OF CRM IN e- COMMERCE BUSINESS

Customer relationship management is a kind of new business

management model that joins organisation technology and
management tools together in order to increase and maintain
the relationship between the business and its customers.
Nowadays CRM becomes the business strategic and tools for
improving the firm productivity and maintaining their
relationship with their customers as well. CRM also ensure that
the right product is going to the customers at the right time for
retaining good image of the firm. CRM can make customer to
have good perception on the products presenting them in the
market place by the company. CRM also helps to get important
data needed from the customer’s values, CRM saves as tool for
creating trust and making their customer to be convenience with
what the company produce to them, attract new customers and
retain the potential one.

Customer Perception

Customer behavior is driven by more than logic. The perceptions

customers have of your brand, its products or services, and its
values can have a serious impact on how they interact with you
and how they buy. In fact, fostering positive perceptions can
help you build a “sustainable, loyal, and growing customer base,”
according to Forbes.
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In marketing, ‘customer perception’ refers to customers’
awareness, their impressions, and their opinions about your
business, products, and brand. Customer perception is shaped by
multiple variables, including direct and indirect interactions with
your offerings.
Today, perception impacts buyer decision-making and is a “huge
success factor in the retail industry,” Deloitte reports. Brands
who monitor and understand customer perception and its
contributing factors can better identify opportunities to improve
customer experiences. In fact, Forrester defines customer
experience (CX) as “your customer’s perceptions of their
interactions with your brand”. By 2020, ‘customer experience’
will overtake ‘price’ and ‘product’ as the key brand
differentiator, HubSpot reports.

Viability of E Magazines

An online magazine is a magazine published on the Internet,

through bulletin board systems and other forms of public
computer networks. One of the first magazines to convert from a
print magazine format to being online only was the computer
magazine Datamation. 

Similarly, some online magazines may refer to themselves as

"electronic magazines" or "e-magazines" to reflect their
readership demographics or to capture alternative terms and
spellings in online searches.
An online magazine shares some features with a blog and also
with online newspapers, but can usually be distinguished by its
approach to editorial control. Magazines typically have editors or
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editorial boards who review submissions and perform a quality
control function to ensure that all material meets the
expectations of the publishers (those investing time or money in
its production) and the readership.
Many large print-publishers now provide digital reproduction of
their print magazine titles through various online services for a
fee. These service providers also refer to their collections of
these digital format products as online magazines, and
sometimes as digital magazines.
Online magazines representing matters of interest to specialists
in or societies for academic subjects, science, trade or industry
are typically referred to as online journals

Objectives Of The Study

 To understand the factors affecting customer’s behavior for

choosing e-commerce sites
 To understand tactics used for gaining the customers
 To know how consumers are evaluating e-commerce sites
for their purchases
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  To know the Demographic profile of the users of e
commerce business.
 To study the perception of customers about Customer
Relationship Management practices adopted by e
-commerce business.
 To understand the relationship with the factors of
Perception about CRM practices.
 To offer suggestions on CRM practices adopted by the e
commerce business to improve performance.

Research Methodology

The purpose of this project is to analyze the business and techno

feasibility of the people behavior for buying online magazines
through data analysis and swot analysis. This report provides an
insight into the mind of consumes and their buying behavior of e
magazine in India with focuses on the desirability, availability,
uses and applications of e magazines that are provided by
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 Tenhard India. The report also assesses the customer
relationship management of Tenhard India and their perception
about the companies that are providing e-magazines.

Research Data - The Research is based on Primary/Secondary

data:

Primary data: Primary data are collected through questionnaire.

Secondary data: Secondary data are collected from articles,

research papers, survey reports and journals.

Research Design – Exploratory

Sample Size – The Sample size is of 100 and is on following

criteria: -
People working in any level in the organization who like to read
book keeping this thought in mind questionnaire is sent to
working population, who were employees of a Company.
Age groups are considered of 20-30 years and 30-40 years.

Research Instrument - Questionnaire and Analysis of

Questionnaire.

As the Questionnaire is self administered one, the survey is easy

and user friendly, Words used in Questionnaire are
understandable to all respondent. I have made the
Questionnaire in which questions covered the topic.

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 Data Analysis

Ques1) Are interested in buying the Tenhard India

Subscription?

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 Sales

No
Yes

Response Percentage
Yes 80%
No 20%
Total 100

Interpretation-80% of people are interested in buying the

subscription and 20% people are not interested in buying the
subscription of Tenhard

Ques2) Are you aware of this company Tenhard India and do

you know what does this company do?

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 Aware

Aware
Not Aware
Aware but not known

Response Percentage
Aware 75%
Not aware 10%
Aware but not known 15%
Total 100

Interpretation- 10% of people are not aware about TENHARD

India and 75% people are aware about the company. 15% people
have heard the name of company and do not know what does
the company do.

Ques3) Have you previously ever used the Services of Tenhard

India?

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 YES or NO

No
Yes

Response Percentage
YES 30%
NO 70%
TOTAL 100

Interpretation – Only 30% people have used the service of

Tenhard India and 70% people have not used the services of
Tenhard India as the company is new.

Ques4) Would you like to buy the subscription of Tenhard India

Again?

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 Sales

Yes
No

Response Percentage
Yes 80%
No 20%
Total 100

Interpretation- Only 40% of people are interested to buy the

subscription again rest 60% people are not interested to renew
the Subscription again.

Ques5) Are you satisfied with the services that Tenhard India
provides to its users?

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 Satisfacton Rate

Yes
No
Neutral

Interpretation- 60% people are satisfied with the services that

Tenhard India provides. 20% people are not satisfied with the
services. Rest 30% are neutral which haven’t said yes or no.

Ques 6) What do think about the price of the Tenhard India

subscription?

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 Price
80%

70%

60%

50%
Price
40%

30%

20%

10%

0%
HIGH NEUTRAL LOW

Response Percentage
High 70%
Neutral 28%
Low 2%
Total 100%

Interpretation- 70% of people think that the price of the

Subscription is high 28% of people think that the price of the
subscription in neutral only 2% think that the cost of
the subscription is low.

Ques7) The Site of Tenhard India was easy to use or it was hard
to access the site of the magazines?

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 User Interface

Easy to use
Hard to use

Response Percentage
Easy to use 85%
Hard to use 15%
Total 100

Interpretation-From the survey we can conclude that 85% of

people liked the user interface of the site whereas from the
remaining 15% didn’t liked the interface and they found it hard
to use. Accord to remaining 15% the user interface can be
improved.

Ques8) How would you grade Tenhard total quality and service
management to ensure complete customer satisfaction?

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 Percentage

Excellent
Good
Neutal
Poor

Response Percentage
Excellent 30%
Good 20%
Neutral 40%
Poor 10%
Total 100%

Interpretation- Only 30% percent of people have given Excellent

rating 20% people have give the Good rating 40% people are
neutral and 10% people have given poor ratings.

Ques9) The services given by Tenhard are beneficial for your

day to day life?

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 Yes or No

Yes
No

Response Percentage
Yes 65%
No 35%
Total 100

Interpretation- 65% of the users think that the services given by

Tenhard are useful for them and rest 35% of the users dont find
Tenhard useful.

Ques10) You find the content of Tenhard Intresting boring or

you are Neutral?

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 Content Rating
15%
3%

Intresting
Boring
Neutal

82%

Response Percentage
Intresting 82%
Boring 3%
Neutral 15%
Total 100%

Interpretation- 82% finds the content interesting, 15% of

customers are neutral and reaming 3% finds it boring.

FINDINGS:
 To understand the factors affecting customer’s behavior for

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 choosing e-commerce sites
 To understand tactics used for gaining the customers
 To know how consumers are evaluating e-commerce sites
for their purchases
 To know the Demographic profile of the users of e
commerce business.
 To study the perception of customers about Customer
Relationship Management practices adopted by e
-commerce business.
 To understand the relationship with the factors of
Perception about CRM practices.
 To offer suggestions on CRM practices adopted by the e
commerce business to improve performance.
 People are adaptable to this new process of subscription
and respectfully follows it as 86% of customer prefer online
process of subscription.
 People are most preferably like to buy the subscription 1-2,
2-3 years than any other duration of the time.
 It depends on offer that influence customer to buy online.
 Contingency in online subscription is comparatively less
than offline subscription.
 Highly satisfied with the content of the magazines
 Customers feels bad when the subscription cost raises.
 Customers are highly satisfied with the customer care of
Tenhard India.
 People belonging to age group 18- 35 are the users of
Tenhard

CONCLUSION:

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Tenhard India Pvt Ltd is a  leading name in the  E-media
industry.  They are publishers of renowned titles like Tenhard
Traveller and food. They provide magazines of various publishers
in digital versions. Using the latest technologies they help people
get the latest news in digital form. They also provide a huge
platform to those who want to make their career in sales and
marketing, content writing, or blogging by promoting their talent
on our e-media product.

Online Subscription has made a milestone achievement in the

history of Tenhard India. As the launch of KJ made a revolution
and competition between the sale executive that made an
aggressive sale over PAN India, headed by the head office New
Delhi, Safdarjung Enclave. This online application determines the
sale of individual through which they make their monthly target
and makes strategies to complete their target within the given
time.

Since the company is new and after that they have a customer
base of around 3 lackhs which means that if the company
provides intresting content then people will happily buy the
subscription
In the upcoming future E media industry is going to change
rapidly.

*Due to covid19 many people have not buyed the subscription

Otherwise more customers have been there in Tenhard

APPENDIX:

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  Questionnaire for Online Subscription: -

 Did you find online subscription an easy way to

subscribe?
a) Yes
b) No

 Personal Details:
Name- …….………… Gender: M ( ) F( )
Age- ………… Phone No.- ………………
Salary- …………….

 For how many years are you the subscriber of

magazine?
a) 1
b) 2
c) 3
d) More than 4.

 If you don’t subscribe online from, where

did you get the edition.
a) News Stall
b) Book Shop
c) Buy second Edition.

 Are you satisfied with your current offer and

subscription?
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 a) Yes
b) No
 Where do you access Internet?
a) Home
b) Office
c) Home/office
d) Others
 How many magazines of Tenhard group you read?
a) 1-2
b) 3-4
c) 5
d) More than 5
 Have ever faced problem during the
transaction for subscription?
a) Yes
b) No
c) If yes then
 Has your problem related to online transaction
shorted out?
a) Yes
b) No
 People buying subscription belongs to which age
group?
a) 18- 25
b) 26- 35
c) 35-45

 You spend time on Internet for:

a) Reading articles
b) Reading News
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 c) Reading Magazines
d) Others
 What made you subscribe for the magazine?
a) Content
b) Low Price
c) Gifts
d) Suggested by a friend/relative
e) Others.
 What do you feel about the Tenhard Magazines?
a) Very Good
b) Good
c) Fair
d) Not good
 On what basis you evaluate a magazine?
a) Price
b) Utility
c) Durability
d) Branded
e) Necessity
f) Others.

References:

 https://www.tenhardindia.com
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  www.wikipedia.com
 https://www.tofler.in/tenhard-india-private-
limited/company/U22300DL2020PTC366500
 https://in.linkedin.com/company/tenhard-india-pvt-ltd
 https://www.zaubacorp.com/company/TENHARD-INDIA-
PRIVATE-LIMITED/U22300DL2020PTC366500
 https://www.slideshare.net/SatyamSharma11/project-
report

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