SUMMER INTERSHIP REPORT

Customer Relationship Management in Travel & Tourism

Durgapur

Submitted by
Chiranjeet Deb Roy Chowdhury
Swami Vivekananda Institute of Management and Computer Science
[2017-2019]
 COMPANY PROFILE
Cox & Kings is the longest established travel company in the world. Its distinguished history
began in 1758 when it was appointed as general agents to the regiment of Foot Guards in India
under the command of Lord Ligonier. By 1878, C&K were agents for most British regiments
posted overseas, including the Royal Cavalry, Artillery and Infantry, as well as the Royal
Wagon Train and the Household Brigade. The Royal Navy was next and in 1912, The Royal
Air Force came under its wings. Between 1750's and 1950's, Cox & Kings was witness to an
exciting era in Indian history, and, in its own way, helped to shape it. In 1947, the British
administration departed, but bound by strong ties to India, Cox & Kings stayed on and
flourished. Today, Cox & Kings is a premium brand in all travel related services in the Indian
subcontinent, employing over 800 trained professionals.
Its India operations are headquartered in Mumbai and have the status of a limited company. It
has over 12 fully owned offices in India across key cities such as New Delhi, Chennai,
Bangalore, Kolkata, Ahmedabad, Kochi, Hyderabad, Pune, Goa, Nagpur and Jaipur. The
worldwide offices are located in UK, USA, Japan, Russia, Singapore and Dubai. It has
associate offices in Germany, Italy, Spain, South Africa, Sweden and Australia.
 PRODUCT AND SERVICES

 The principal services offered by the company are:

• Destination Management
• Outbound Tourism
• Business Travel
• Incentive & Conference Solutions
• Domestic Holidays
• Trade Fairs
• Foreign Exchange
• Insurance
 OBJECTIVE OF TRAINING

 Provide a high standard of services suitable for individuals seeking relaxing, comfortable
and memorable experiences in the hospitality and tourism industry.
 Provide the tourist market with the quality personal required by the tourism industry.
 Produce expeditions and memories that would satisfy each and every single of the
customers.
 Evaluate current cultural, economic, and social issues affecting the tourism and travel
industry.
 Participate in both local and regional community service by providing general lectures,
consultation, and training programs.
 Have the proper knowledge on own Product and arrival Company's Product.
 METHODOLOGY
Primilary job:
 Field marketing (leafleting)
 Tele-marketing
Secondary job:
ITINERARY PREPARATION
For “Bharat Dekho” For “Duniya Dekho”

Know customer's requirements & Budgets

In group tour In customize tour

Convincing customers for booking the packages

 DATA ANALYSIS

During my 2-month summer internship period, I have given some output results
to this company through convincing people and selling them the tour
packages. Those data are below:
TRAVEL MONTH
35

30

25

20

15

10

0
january febbruary march april may june july august september october

Domestic international
 BOOKING RESULT
 International tour:

Customer Member Tour type Departure destination

name date
Mr. Alam 4 Group 17th oct,18 Thailand
Mr. Agarwal 3 Group 15th nov, 18 Europe
Dr. 4 Customize 18th oct,18 Hongkong
Mukherjee
Debasis 2 Customize 12th jan, 19 Australia
Sarkar

 Domestic tour:

Customer Member Tour type Departure destination

name date
Sudip Tiwari 5 Group 13th dec,18 kerala
Anup Das 4 Customize 22nd nov,18 Andaman

This is the all data I have achieved during the internship. These customers have
booked their comfortable destination packages through me.
 LEARNING’S

 Marketing is not one day process.it is whole day i.e. every day is new and fresh but the past
experience help in present and in future.
 The customer want service so the manufacturers should maintained in otherwise they suffer
huge loss in future.
 Customer always focuses on service or satisfaction level.
 Brand is more important.
 Market survey is must for service because by it we know the taste and choice of customer
which changed after certain time.
 Marketing Strategy
 Online and Offline Medium is used for the marketing of Cox & Kings Products and to
create the brand awareness and reach out to the clients. National Level as well as Regional
Marketing Campaigns is adopted for creating the Cox & Kings brand awareness.
 CONCLUSION
This project attempts to study the customer satisfaction level with different product and
services of COX&KINGS. In this competitive world each company want to take an edge over
the other to become the market leaders. Successful organisation can use customer needs and
expectations as a starting point and developing proposal around their customer’s needs
expectations. The company should consider customer perception to improve their promotional
strategy of COX&KINGS.
Since the customer is the king of the market today, the company should analyse the needs and
wants of the customers. Company should know what the customers is actually looking forward
for them. With the help of the study the overall satisfaction level of the customer is identified.
This includes advertisement campaigns, creating awareness about the company etc.