REPORT ON LG

SUBMITTED TO
MR. S. SURESH MARKETING MANAGEMENT

SUBMITTED BY
AMIT GUPTA ADITYA AGRAWAL AKANKSHA MISHRA AKASH GUPTA AASHNA NARANG ABHIMANYU SINGH AKSHIMA

LG ELECTRONICS INDIA PVT LTD

INDEX

Executive Summary 1. Company History 2. Industry Structure 3. Environment 4. Products 5. Price 6. Distribution Network 7. Promotion 8. Customer Survey Analysis 9. Appendix a. Sample Dealer Questionnaire b. Sample Customer Questionnaire c. Suggestions d. Bibliography

EXECUTIVE SUMMARY
Indian Consumer durables market used to be dominated by few domestic players like Godrej, Voltas and Kelvinator. But post liberalization many foreign companies have entered into Indian market dethroning the Indian players and dominating Indian market the major categories being COLOR TV(CTV), REFRIGRATOR, AIR CONDTIONERS and WASHING MACHINES. India being the second largest growing economy with huge consumer class has resulted in consumer durables as the fastest growing industries in India. LG, SAMSUNG the two Korean companies have been maintaining the lead in the market with LG being leader in almost all the categories. The rural market is growing faster than the urban market, although the penetration level is much lower .The CTV segment is expected to the largest contributing segment to the overall growth of the industry. The rising income levels double-income families and consumer awareness are the main growth drivers of the industries. Consumer durables major LG Electronics India Pvt Ltd (LGEIL) will invest nearly Rs 800 crore in India this year in research and development, brand-building and other marketing initiatives. The company, having a turnover of Rs 16,000 crore in year 2010 and market share of the Indian market (by volume) is currently 29.4 percent in refrigerators, 26.5 percent in color TVs, 35.8 percent in washing machines, and a crushing 38.0 percent in microwave ovens, LG has launched energy saver calculator for consumers to show how energy efficient their product is, Rs 700 crore on brand building and marketing activities, the company has identified 16 states in the country to conduct consumer research. This year has targeted total revenue Rs 20000 crore (increase in 25%) as of previous company year .LG has a wide distribution network which work efficiently to satisfy customer.

HISTORY
LG Electronics is one of the worlds largest manufacturers of electronics products. As of 2009, this company is the third largestproducer of mobile phones and the second largest-producer of television sets in the entire world. Its central headquarters is situated in the LG Twin Towers in Seoul, South Korea. The company has about one hundred and forty nine subsidiaries all over the world that manufacture different kinds of electronic gadgets from home appliances to telecommunication devices. LG Electronics is a Top 100 global brand that is a dominant force to be reckoned with in the electronics industry. The company started in 1947 under the trading name Lak Hui. Back then, it was not yet an electronics company but more of a cosmetics and trading business. Then by 1958, Goldstar was established by In-Hwoi Koo, who was the founder of Lak Hui. It should be known that Goldstar made the first radio in Korea. The letter G in LG Electronics today traces its roots from Goldstarits original brand name. Then in the 1960s, Goldstar, which was the electronics division of Lak Hui expanded exponentially. By 1962, Goldstar radios were exported to countries like the United States of America. In 1965, Goldstar produced the first refrigerator in Korea. Then the following year, they made Koreas first black and white television. Then in 1968, Koreas first air-conditioning unit was produced and followed the succeeding year. As shown here, when LG Electronics was still known as Goldstar, it was already the pioneering home appliance manufacturer in its native South Korea. In the 1970s, Koo Cha-Kyun took over the leadership of the company. Under him, Luk Hai changed its name to Lucky, therefore forming the original meaning of the letter L in LG Electronics. As a pioneer of electronics invention, they made the first colored television in Korea in the year 1977. By 1978, their
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exports reached US $100 million. They were the first to reach this feat in Koreas highly competitive electronics industry. 1980-88 :- INTERNATIONALIZATION

1989-94 INOVATION

1995-98 GLOBAL LEADERS LG ELECTRONICS

1999-2003-DIGITAL MANAGEMENT

2007-THE PEOPLE COMPANY

In the 1990s, the company was becoming more aggressive in the international market. By early 1990, they put up an Ireland-based design technology center. Then in 1993, with the inauguration of the Huizhou subsidiary, their marketing in mainland China got bigger. It was in 1995 that Lucky Goldstar officially changed its name to LG Electronics. In the same year, they acquired the USbased company named Zenith. In 1997, LG Electronics established a subsidiary in India. The following year the company made the worlds first 60-inch PDP TV. In 2000, LG Electronics launched a refrigerator that can be bought through the internet. They were also becoming the leading brand when it comes to LCD TV, mobile phones, and computer hardware . In 2001, LG Electronics launched home appliances that can be bought via the internet. These were LG Electronics newest
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models of washing machine, air conditioner, and microwave oven. It also became the market leader in Australias CDMA market. LG Electronics also augmented their GSM mobile handsets exports to European countries such as Russia and Italy. In 2003, it became the top global CDMA producer. Then it also entered the Northern European and Middle East GSM market. In 2007, LG Electronics demonstrated the worlds first MIMO 4GEnabled Technologies with 3G LTE. Then in 2008, the company went a gradual change as the LG no longer represents Lucky Goldstar but the new company logo Life is good, which also incidentally is its new brand identity. LG Electronics is a dominant company in the electronics industry. Its subsidiary LG Electronics USA is also prevailing in the North American market. From a small South Korean company in the 1940s, LG Electronics is now truly a global leader in the electronics market. A lot of households do have their products.

LG SUBSIDIARIES
LG ELECTRONICS LG LIFE SCIENCES LG DISPLAY Website: lg.com LG CHEM LG TELECOM LG SOLAR POWER

LG INDIA
LG Electronics India Pvt. Ltd., a wholly owned subsidiary of LG Electronics, South Korea was established in January 1997 after clearance from the Foreign Investment Promotion Board (FIPB). LG set up a state-ofthe art manufacturing facility at Greater Noida, near Delhi, in 1998, with an investment of Rs 500 Crores. LG corporate office is located at Plot no.51, Udyog Vihar, Kasna Road, Greater Noida, India. This facility manufactured Color Televisions, Washing Machines, Air-Conditioners and Microwave Ovens. ''Company is setting up a chain of exclusive premium showrooms. LG plans to launch 60 premium Brand Shoppes by the end of the first quarter of this year. At present, LG has a total of 83 LG stores across the country, of which 45 are shops and 38 are exclusive stores. Brand shops will be placed in the premium segment and the target audience will comprise buyers interested in premium and high end products. LG Brand Shoppe goes beyond the concept of a normal exclusive store by having a more interactive environment and additional lifestyle orientation on display so that the customer can actually experience the LG products in his or her own home settings. LG Electronics India Ltd (LGEIL), consumer durables leader with 27% market share, is planning a brand new image.

LG MEMBERS INDIA
Soon Kwon Y. V. Verma R. Manikandan Sudhin Mathur Rohit Pandit V. Ramachandran Chandramani Singh Managing Director and Director Chief Operating Officer Business Group Head of Digital Display & Storage Head of Mobile Handsets Unit Business Head of Home Entertainment Head of Strategy Product Chief and Head of Consumer Electronics
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ENVIRONMENT
SONY
In (1958), company formally adopted Sony Corporation as its corporate name.Company name of Sony was created by combining two words of sonus and sonny. Significant product milestones included: Japans first transistor radio (1955) Trinitron colour television (1968) Walkman personal stereo (1979) Handy cam video camera (1989) PlayStation (1994) Blue-ray Disc recorder (2003).

SAMSUNG
(1969-1971) Samsung-Sanyo Electrical founding period. (1972-1974) Samsung was setting the base for development. (1975-1976) Revenue expansion period. (1977-1979) The Fast Development Period. (1980-1982) Overcoming the depression, developing the tech. (1983-1985) Leading the exports and developing. (1986-1989) Changing the direction to overseas. (1990-1999) Advancing towards the Millennium. (2000-2002) Leading the digital convergence Revolution. (2002-2003) Initiatives to become a World Class Company. (2003-2004) The first year as an excellent company.

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GODREJ
Founder of Godrej was Mr.Ardeshir Godrej. Godrej & Boyce Mfg co Ltd established at Lalbaug Mumbai in May (1897). In the year (1918) Godrej soaps limited came into light. Godrej entered in FMCG sector in (1971).In April (2001),Godrej consumer Products Ltd. (G.C.P.L) came into light.Godrej entered in BPO Solution & Services Space in (2003) (Godrej Global Solution Ltd). Godrej has completed its 111 years.Fiscal Year (2008-09) Rs. 43 billion (US$ 881 million)Combined Sales of the Company and its major subsidiariesand affiliates, for FY (2008-09) Rs. 107 billion (US$ 2.3billion).

VIDEOCON
Founder : Late Nandlal Madhval Dhoot Videocon is an Indian multinational company with interests in Consumer Electronics, Home Appliances, and Colour PictureTube Glass. In (1987) it used to manufacture TV and Washing Machine. In (1989-90) Vi deocon started manufacturing Home. Entertainment Systems, Electric Motors & AC. Videocon entered Refrigerators and coolers segment in (1991). In (1995) Videocon started manufacturing Glass shell for crt.

VOLTAS
Voltas is a part of TATA Group. It was established in (1954) in Mumbai as a JV between M/s Volkart Brothers and TATA Sons Ltd. (1956) The company went public and Volkart brothers sold their stake in the company. (1961) Voltas marketed imported products. (1963) first factory was established to manufacture ACs and refrigeration equipment. Later on many plants were set up to manufacture compressors, condensers, chillers, ancillaries,refrigerators etc.
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INDUSTRY STRUCTURE
Electronic goods sector is a major booming sector in our country. Not only as an intermediate commodity, but more as a consumer product, this sector has undergone a rapid growth and development since ushering in of liberalization in India, from cassette to DVDs, from black and white TVs to LCDs, from analogue terrestrial cables to DTH services and from landline phone to mobile internet. These developments did not take place in one day, but the pace of this innovation was impetus. Indian Consumer Electronic Goods Sector is facing a lot of competition from abroad, especially from South Korea and Japan, whose success story is based on the export promotion techniques in this sector. From a small capital based firm, the companies like LG and Samsung have become popular MNCs. The biggest attraction for MNCs is the growing Indian middle class. This market is characterized with low penetration levels. MNCs hold an edge over their Indian counterparts in terms of superior technology combined with a steady flow of capital, while domestic companies compete on the basis of their well-acknowledged brands, an extensive distribution network and an insight in local market conditions.. Television in India has been in existence for four decades. For the first 17 years, it spread haltingly and transmission was mainly in black & white. The thinkers and policy makers of the country, which had just been liberated from centuries of colonial rule, frowned upon television, looking on at it as a luxury, which Indians could do without. Television has come to the forefront only in the past 21 years and more so in the past 13 years. Year 1982 was a significant year in the history of Indian Television. The government allowed thousands of color TV sets to be imported into the country to coincide with the broadcast of Asian Games hosted in New Delhi. Over the years, this industry experienced a great boom and today. India is one of the largest television markets in terms of viewership. Not only this, but overall TV industry is the most booming sector among consumer electronics in India. Indian TV industry is technology driven, so companies need to constantly improvise, innovate and customize their products. Colored cabinets, headphones, 3-D 360 degree sound technology and e-mail in TV, plasma TV and golden eye technology are just a few
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examples. The last few years have seen a quantitative and qualitative change in TV technology and software. Although the top players viz. LG, Sony, Videocon, Phillips, Samsung and Onida have drastically reduced prices, they have gained more volume due to increasing market size and higher penetration levels, coupled with conscious shift towards flat color televisions. Aggressive and innovative marketing strategies and technological advances have led to strong brand differentiation and prices. for ex. If we consider Indian room air condition market ,market size Rs 6000 crore with LG(28%),Samsung(22%),Voltas(18%), (10%), Hitachi(7.5%),daikin(5%)and others(9.5%). The MNCs also have an edge over their Indian counterparts in terms of technology, aggressive marketing strategy, economies of scale in branding through international events (like sports events or International Summits) and associations combined with a steady flow of capital. Thus, the sale of TVs also tends to be event driven. For instance, during the Cricket World Cup in 1999, CTV sales recorded a phenomenal rise of 40-50%. Heavy taxation in the country is one of the challenges for the players. About 65 per cent of Indian population that lives in its villages still remains away from some consumer durables companies. Companies like LG and Samsung; and Videocon among Indian MNC, which are touted as having the largest distribution network in the country, have a direct presence only in 15,000 to 18,000 of the around 40,000 retail outlets (for consumer durables) in the country. Poor infrastructure is another reason that seems to have held back the industry. Regular power supply is imperative for any consumer electronics product.

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PRODUCTS
Mobile communications CDMA Handsets, GSM Handsets, 3G Handsets, Cellular Phones Digital display Plasma TVs, LCD TVs,LED TV Micro Display Panel TVs, Monitors, PDP Modules, OLED Panels, USB Memory, Flat Panel Computer Monitors Projectors Digital media Air and Home Theater Systems, DVD Recorders, Super Multi DVD Rewriters, CDRW, Notebook PCs, Desktop PCs, PDAs, PDA Phones, MP3 Players,

Digital appliance Air Conditioners, Refrigerators, Microwave Ovens, Washing Machines, Vacuum Cleaners, Home Net, Compressors for Conditioner Refrigerators

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PRICE
Pricing policies & strategies :
When LG started its operations in 1997, it sold products that were imported. Hence, its products were priced high and were equivalent to other foreign (Japanese) products. Industry analysts felt that this strategy was adopted to make local consumers feel that LG products were by no means inferior to Japanese products in performance or in quality. Launched 'Sampoorna,' its first low priced TV for rural consumers: In 1998, LG launched 'Sampoorna,' its first low priced TV for rural consumers, and followed it with 'Cineplus.' as the Indian customers wanted the best products at reasonable prices.In the first few years after its entry, LG did not get into price wars,Unlike other players.LG officials said that they believed in an 'honest pricing policy' and its message to customers read 'No scheme, no gimmick, great products and honest prices.' In just over 10 years, LG Electronics has established dominance over the Indian white goods market, edging out traditional multinational companies and Indian competitors. LG Electronics India (LGEI) has attained a very good reputation in the market for their multi-purpose refrigerators. The companys competitors include Videocon, Samsung, Whirlpool and some other local brands of India. The company accounts for the largest share of the $4 billion consumer durables, electronics and appliances market, with LG claiming the preferred brand position for virtually
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everything from televisions to microwave ovens and washing machines. Over the past decade, LG has consistently seen double-digit growth rates and are convinced they will maintain, if not surpass, those levels in coming years as well. LGs success is a function not just of what the company did, but also of what their competitors didn't do. The super-premium price and positioning of technologically superior Japanese brands like Sony and Panasonic made them inaccessible to most of the Indian market. On the other hand, lower-priced Indian brands offered old-generation products; they did not invest sufficiently in R&D because they were not able to launch new products quickly enough to amortize those costs. LG's entry strategy was to establish its presence across the country, offering a range of affordable but feature-rich products.Margins in the consumer electronics industry are traditionally very low, and the company didn't try to push them up. Instead, it clung to the "value-plus" platform, counting on volume to bring in revenues. The largest consumer Electronics Company in India by sales, LG plans to make significant inroads in these markets through channel expansion, set up a services network and roll out a slew of entry-level products. Local and efficient manufacturing to reduce cost: To overcome high import duties, LG manufactures PC monitors and refrigerators in India at its manufacturing facility at Noida, Delhi. LGEIL had already commissioned contract manufacturing at Mohali, Kolkata and Bhopal for CTVs. This has helped LGEI to reduce costs. LGEIL is implementing a digital manufacturing system (DMS) as a costcutting innovation. This system is a follow-up to the Six Sigma exercise LGEIL had initiated earlier.

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DISTRIBUTION NETWORK
Distribution network is that part of the supply chain, which plans, implements and controls the efficient, effective forward and reverse flow and storage of goods, services and related information between the point of origin and the point of consumption in order to meet customers' requirements. 5Rs of Logistic followed by LG: 1. Right Time 2. Right Place 3. Right Condition 4. Right Cost 5. Right Handling The LG Factory is located at NOIDA & . There are three types of Warehouse1. Mother Warehouse 2. Branch Warehouse 3. Spare part warehouse The mother warehouse is that where the products from the factory are kept and from that warehouse, the products are sent to the branch warehouse. A warehouse is a commercial building for storage of goods. Warehouses are used by manufacturers, importers, exporters, wholesalers, transport businesses, customs, etc. They are usually large plain buildings in industrial areas of cities and towns. They come equipped with loading docks to load and unload trucks; or sometimes are loaded directly from railways, airports, or seaports. They also often have cranes and forklifts for moving goods, which are usually placed on ISO standard pallets loaded into pallet racks.

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In warehouse, the products are pinup with 3-color paper to get the knowledge about the delivery. 1. Red Card To stop the product going into market, 2. Green card To allow the product for delivery in market, 3. Yellow Card After the product labeled with green, allow this to move in market Distribution Time: Local delivery 4 hrs. Upcountry delivery - 12 hrs. Within 200 km. 24 hrs. Beyond 200 km. 48 hrs. The above distribution time is the time of delivery of products from warehouse to the market place, which the logistic department follows to fulfill the demand in the market at right time. In LG, we have the following process, which is followed in logistic through ERP. Order Processing Invoicing Indenting Report Order Processing booking for dealers /distributors Invoicing after billing process/bill generation Indenting requirement (Production Unit to branch unit) Report distributed to all In warehouse, there are two mode of dispersion of product from one place to another within. a) Hydraulic b) Manual

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PROMOTION
INDIA CHALLENGES
The challenges faced by LG when it entered the market in 1995 were: Low brand awareness about LG in India. One of the last MNCs to enter India. (Samsung, Sony & Panasonic entered in 1995 & LG in 1997.) Competition from local players and other multinational companies in the consumer electronics segment Price sensitiveness of Indian consumers. LG overcome these challenges to emerge as one of the prominent brands in the Indian consumer electronics and home appliances market by leveraging the success factors below.

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INNOVATIVE PROMOTIONAL STRATEGIES

The company has number of dealers and warehouses. They have LG exclusive shop. For the marketing of the products a number of activities are followed: Exhibitions are conducted from time to time. Society and college activities are conducted. Hoarding, Posters, banners are used so as to grab the attention of the costumers. Day to day advertisement in leading newspaper. Discount at festival time. For dealer relationship they arrange dealer meeting at several time in the year LG divide dealer in gold silver etc. category to know the performance of the dealers. They have their sales persons at various sub dealer store and at mordent trade store for particularly for the promotion of the LG product. LG also uses the radio FM for the promotion activities. Also provide capon and scratch card for festive season.

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To make itself a known brand in the consumer electronics sector, LG has taken innovative marketing and promotional initiatives: Launch of new technologies in consumer electronics and home appliances. LG was the first brand to enter cricket in a big way, by sponsoring the 1999 World Cup, and followed it up in 2003 as well. LG brought in four captains of the Indian cricket team to endorse its products. LG invested more than US$ 8 million on advertising and marketing in this sport. LG Indias advertising and promotion budget is indicated to be over Rs 100 crore across product categories. LG gave immense importance to its promotion and advertising activities. In 2010, the company spent nearly Rs. 1.3 billion (5% of its revenues) towards advertising.

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Analysts commented that LG's promotion and advertising of its durables segment were similar to that of an FMCG company. Unlike many Indian brands which advertised seasonally (2-3 months during the festival season i.e. September, October and November), LG advertised all round the year.

PRODUCT LOCALIZATION
Product localisation is a key strategy used by LG. LG came out with Hindi and regional language menus on its TV. Introduced the low-priced Cineplus and Sampoorna range for the rural markets.

LG was the first brand to introduce gaming in CTVs. In continuation of its association with cricket, LG introduced the cricket game in CTVs

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This is how LG is targeting its customers in rural market. It is creating awareness among rural people & is marketing in rural areas to increase its sale.

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QUESTIONNAIRE L.G DEALERS

Name Address : ___________________ ____________________

Q.1 Since how long you are dealing with L.G company? ______________________ Q.2 As per your sales, rank the parameter which influences customers while purchasing a consumer durable (1 to the first preference and so on) a) Price ____________________ b) Product feature ____________________ c) brand ____________________ d) customer service ____________________ Q.3.Which consumer durable has the highest demand ? a) TV ____________________ b) LCD ____________________ c) Refrigerator ____________________ d) Washing Machine ____________________ e) Microwave ____________________ f) AC ____________________ Q.4. Do you provide any financing schemes provided by LG to purchase consumer durables? a) Yes b) No Q.5. Are you satisfied with the financing schemes provided by the company? a) Highly Satisfied b) Somewhat satisfied c) Neutral d) Somewhat dissatisfied e) Highly dissatisfied Q.6. How will you rank the after sales provided by the company? a) Very good b) Good c) Average d) Poor e) Very poor 24

QUESTIONNAIRE L.G CONSUMERS

NAME : AGE : a) 015 ___________________ ____________________ b) 15-30 c) 30-45 d) 45 and above

OCCUPATION : _________________ a) Student b) Service man c) Businessman d) Professional

Q1. Have you purchased any LG consumer durable? a) Yes b) No Q.2. If yes, then how did you come to know about that product? a) TV Ad b) News Papers c) Hoardings d) Magazines e) Friends f) Relatives g) Others Q.3 As per your preference, rank the parameter which influences you while purchasing a consumer durable (1 to the first preference and so on) a) Price _______________ b) Product feature _______________ c) Brand _______________ d) Service _______________ e) Durability _______________ Q4. From where do you purchase LG products? c) Showroom d) Other Q.5. How frequently you change your consumer durables? a) 1-3 years b) 3-5 years c) 5-10 years d) More than 10 years Q6. How will you rank the after sales provided o you prefer buying consumer durables? a) Exhibitions b)by the company? a) Very good b) Good c) Average d) Poor e) Very poor 25

DEALERS SURVEY
Survey was conducted on five dealers and we found the following results: As per the sales, parameter which influences customers while purchasing a consumer durable according to dealers:

4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 PRICE FEATURE BRAND SERVICES

Dealer1 Dealer2 Dealer3 Dealer4 Dealer5

Interpretation
Consumers focused more on brand value and services provided by the company.

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 Which consumer durable has the highest demand ?

6
5 4 3 2 1 0 TV LCD REF. WM MW AC
DEALER1 DEALER2 DEALER3

DEALER4
DEALER5

Ref.- Refrigerator WM - Washing Machine MW Micro Wave

Interpretation
LCD TV has highest demand than other products of LG.

Satisfaction regarding the financing schemes provided by the company?

Satisfaction level of the dealer

H.SATISFIED SLIGHTLY DISSATISFIED SLIGHTLY SATISFIED H.DISSATISFIED NEUTRAL

20%

80%

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CONSUMER SURVEY
How did you come to know about the LG product?
Source of media No. of respondents TV 10 NEWSPAPR 5 HOARDING 3 MAGZINS 2 FRNDS 4 RELATVS 5 OTHRS 1

Sources of media through which people came to know about the product
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10

No. of respondents

TV NEWSPAPR

HOARDNG MAGZINS FRNDS

RELATVS OTHRS

Source of media

INTERPRETATION:

Out of 30 respondents, 10 respondents came to know about the product through television whereas only 1respondents came to know from other sources apart from those mentioned.
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 Would you like to repurchase LGs any consumer durable? Yes No 16

% of respondents

84

Respondents willing to repurchase the products

16%

YES NO

84%

INTERPRETATION:

84% respondents would like to repurchase LGs consumer durables whereas 16% would not like to make any repurchases of LGs consumer durables.

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SUGGESTIONS
L.G ELECTRONICS should maintain its brand value through effective promotion like it had done in the past, and it should update customers regularly through its special features. LG ELECTRONICS should raise its markets of televisions along with the LCDs as in rural market customers are still interested in purchasing televisions, so it should focus in rural market to increase its market share. LG ELECTRONICS should always keep itself ahead through its advanced technology like it is doing presently.

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BIBLIOGRAPHY
WIKIPEDIA GOOGLE.COM THE ECONOMIC TIMES READ AND BUY.COM ADEXINDIA(A DIVISION OF TAM MEDIA RESEARCH) LG.COM JUST DIAL(O11-22222222) BUSINESS LINE

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INDIVIDUAL CONTRIBUTION
AMIT GUPTA
HISTORY INDUSTRIAL STRUCTURE DISTRIBUTION NETWORK DEALERS SURVEY

ADITYA AGRAWAL
PROMOTION DEALERS SURVEY CUSTOMER SURVEY

AKANSHA MISHRA
CUSTOMER QUESTIONNAIRE DEALERS QUESTIONNAIRE CUSTOMER SURVEY DEALERS SURVEY

AKASH GUPTA
ENVIORNMENT ADVERTISEMENT CUSTOMER SURVEY AKSHIMA PRODUCTS EXECUTIVE SUMMARY CUSTOMER SURVEY ABHIMANYU SINGH EXECUTIVE SUMMARY CUSTOMER SURVEY AASHNA NARANG PRICE
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