A

Summer Internship Project Report

On
Customer Relationship Management & Competitors Analysis
At
Marg Compusoft Private Limited

A Project Report submitted in partial fulfilment for the award of

Post Graduate Diploma In Business Management
Submitted By
Kumar Abhishek
Roll – 8323
PG 2008-2010
Kohinoor Business School
Khandala
CERTIFICATE
This is to certify that Kumar Abhishek is a Post – graduate student of Kohinoor
Business School, Khandala and has successfully undergone a Summer Internship Pro
ject (SIP), in the topic “Customer Relationship Management & Competitor Analysis
”, during the period of 6th April-6th July with Marg Compusoft Private Limited,
New Delhi.
The information submitted is true and original to the best of our knowledge.

Dr. Bigyan P. Verma Prof. Jayseelan

Director,
Assistant Professor &
Kohinoor Business School Coordinator
– Internship Programn
Kohinoor Business School

DECLARATION
I, Kumar Abhishek, the undersigned student of Kohinoor Business School declare t
hat this project report titled Customer Relationship Management & Competitor Ana
lysis is submitted in the partial fulfilment of the two year full time Post Grad
uate Diploma in Business Management at Kohinoor Business School, Khandala. I, he
reby declare that this is my original work and that this has never been submitte
d before any other college or university for any other company. The findings and
conclusions of this report are based on my personal study and experience during
the tenure of my internship at Marg Compusoft Pvt. Ltd.

Kumar Abhishek
Batch 2008-10
Kohinoor Business School, Khandala
ACKNOWLEDGEMENT
This report is the evidence of Market Research I carried on during my Summer
Internship Project in Marg Pvt. Ltd. New Delhi. During this project, I experienc
ed my lifetime learning which I obviously owe to some of my seniors, mentors, co
lleagues at Marg and faculties at Kohinoor Business School, Khandala without who
m this experience would not have been a precious learning.
During the successful completion of my SIP, I owe my gratitude to Mr. Sudheer S
ingh, Director, Marg Compusoft for being resourceful all the time. He taught me
about several practical aspects of business & how to deal with it . Work was n
ot the only thing we did, our project Guide Mr. Sudheer Singh understands very w
ell, how to maintain a healthy work environment .He was in regular touch with al
l of us and guided us through-out our tour. To keep the motivational levels up h
e also joined us In Rajasthan where he inspired us to work even harder. He also
accompanied us to various tourist destinations in Jaipur. We moved to different
cities in team consisting of 8 interns, 3 technical persons of the company namel
y Mr.Rahul S.Gill , Mr. Amit Kaushik, Mr. Rajesh Kaushik and a finance manager
Mr. Vikas Rana for managing the expenses.
I would also like to thank Mr. B .P. Verma, Director Kohinoor Business School, K
handala for his guidance & encouragement. I feel highly indebted to my internal
guide Prof. Jayseelan at Kohinoor Business School, Khandala for his consistent
support & proper guidance from time to time.
At, last I would like to take this opportunity to extend my endless & heartfelt
thanks to my parents & almighty for bringing me to this level. Without their mot
ivation & support I would not have been able to complete this project.

Declaration from plagiarismdetect.com

Table of Contents
i. Title Page
ii. Summer Training Certificates
a. Internal
b. External
c. Appreciation Letter from Marg Compusoft Pvt. Ltd.
d. Student Declaration
iii. Acknowledgement
iv. Declaration with screenshot from plagiarismdetect.com
1. Executive Summary
8-9
a. Objectives of the Internship Project
b. Project Scope
c. Specific Problems
2. Article Review
10-13
 3. Introduction
14-19
a. Company Profile
b. Objectives of the Research
c. Statement of Problems
3. Methodology
20-21
a. Research Objectives
b. Statistical Tools
c. Target Sectors
4. Surveyed Area Analysis
22-64
a. Service Design Matrix
b. Report on Distributor/Dealer
c. Existing Strategy
d. Suggested Strategy
e. What to do/ Suggestions
f. Graphs/Findings and analysis
5. Overall Data Analysis
65-73
a. State Wise
b. PAN India
c. Comprehensive
6. a.) Daily Report Format
74
b.) Dealer Status
75-76
c.) Follow Up Report
77-78
7.) Recommendations & Suggestions
79-80

8.) Conclusion
81
9.) Annexure
82-83
10.) Bibliography
84

EXECUTIVE SUMMARY
The purpose of this report is to literally act as a window to the project undert
aken as a part of the Summer Internship with the Organization Marg Compusoft Pri
vate Limited that aims to define the breadth, depth and scope of various thinkin
g process and mechanics that actually synthesized the project undertaken.
The objective of the projects that have been assigned as a part of internship pr
ogram is:-
1) To understand the concept of marketing in software industry with the hel
p of technical & marketer perspective.
2) To study the scope & statistics of software industry of pharmaceuticals
market.
3) To develop a questionnaire related to pharmaceuticals industry.
4) To analyze the complete pharmaceutical market of India.
5) Conduct a survey in all tyre-1 cities, metro cities & hybrid cities.
6) To develop & design a Monitoring system for product marketing plan.
7) To give the demonstration of technical advantage over the other software
.
8) To design a proper strategy for every state.
9) To promote the product and their features.
10) To analyze the existing competitors and potential competitors and design
a strategy for merging in Marg.
11) To enhance the brand awareness.
Each of the above mentioned objectives required a marketing survey in order to d
iagnose the various parameters that are essential to transform the project to a
coherent body. This Survey aims to define those essential parameters for the ind
ividual projects like the tastes and the preferences of the each medical associa
tion of every state for the complete IT solution, the attitude of the chief of m
edical association, distributers, C & F and retailers regarding importance and b
enefits if secondary sales are being monitored and so on. All these are being cr
ystallized in synthesizing the projects.
The survey is covered in various stages. Various states have been covered for th
e survey e.g. NCR region, Haryana, Punjab, Rajasthan, West Bengal, Madhya Prades
h, Karnataka etc. Different sample units have been selected in different states.
Different cities have been covered by the team of 12 members.
Sample size covered in different places was having different length. Sometimes i
t has been increased upto 350~400 & sometimes it was about to 60~120. Sample siz
e depends on the city and the team members were allocated according to the sampl
e size.
Survey & demonstration were the two main aspects for the complete brand promotio
n and brand awareness. As an MNC, the brand was known to large majority but the
benefits and advancement of software industry was not that much known. Due to un
awareness, local dealers have their monopoly in their respective market e.g. Sar
al in Kota. The comparison based on technical aspects as well as company standar
d has been covered to get the benefits over the local competitors.
For the benefit of understanding and presenting this report in an organized fash
ion this report has been organized into Various sections where certain sections
has been sub divided catering to need of proper organization of the report.

ARTICLE REVIEW
Introduction
Statistics involves a combination of mathematical techniques and logical reasoni
ng. Apart from a thorough knowledge of the subject a certain amount of common se
nse and vision is needed to analyse and translate the research data into a clini
cal finding. Statistics is involved to some extent in all research projects. It
plays a very important role in medical research. The quality of research papers
published and the credibility of the data reported should be in accordance with
the highest professional and statistical standards.
Use of Statistics in Medical Research
• Compute p value
• Study design – sample size estimation
• Mid-course corrections
• Selection of statistical method for analysis
• Data analysis (interim & final)
• Interpretation of analysed data
• Reporting of data
Research data
Data collected in medical research should be accurate, reliable and unbiased. Th
e use of standard analytical tools is recommended. The collected data should be
verified by random source data verification checks and no modification should be
attempted once a clean file has been declared. Data may be accessed only by aut
horised personnel. There should be procedural protection to ensure that data is
not compromised before public release.
Rejection of research papers
Errors in the following areas are the main reasons for the rejection of research
papers sent for publication in indexed journals:
• Study background – aim/purpose rationale
• Study design & data collection
• Relevance and soundness of data analysis (analytical tools and procedure
s)
• Interpretation
• Reporting
These errors are indicative of poor conduct of scientific research. Many journal
s require the software and version to be stated as this enables the reviewers to
have an idea of the methods used. Since the quality of statistics is essential
to the credibility of the data reported it is essential to select a software pro
gram of the highest standards. The validity of conclusion is based on the statis
tical test applied. The study results depend on the interpretation of the data c
ollected and these results make scientific influences.
SPSS in Medical Research
Predictive analysis using SPSS has made life easier for researchers and health c
are workers. SPSS is a statistical analysis software program with unlimited capa
bilities, which makes data management and preparation a lot easier as it has all
the products one needs for complete analysis. It includes a variety of statisti
cal tests and procedures. Research analysis has not only become faster but also
more accurate and reliable. SPSS has been accepted as a standard quality softwar
e program throughout the world.
The range of capabilities for analytical procedures using SPSS includes the foll
owing:
• Planning
• Data collection
• Data access
• Data management and data preparation
With SPSS many variables can be analysed. The true benefit of SPSS is the speed
of data availability and access when compared to using products from a variety o
f other vendors. Unnecessary duplication of work can be avoided saving time and
money and data can be accessed over the Internet.
What is Medical Writing?
Medical writing is a fast developing discipline, which involves writing on topic
s useful for the medical fraternity and drug development. In the pharmaceutical
industry, medical writers work in two broad areas: regulatory writing and market
ing material writing.
Regulatory writing is an integral part of drug development and the approval proc
ess. It includes writing:
• Protocols
• Investigator’s brochures
• Interim and final clinical study reports
• Periodic safety update reports
• Serious adverse event reporting
• Investigational new drug applications
• Common technical documents
• Food and Drug Administration (FDA) briefing documents
• Integrated summaries of efficacy and safety, manuscripts
• Abstracts
• Posters
• Product labeling using terminologies standardized by regulatory and inte
rnational agencies
And much more………
The quality of documents submitted for regulatory approval plays a significant r
ole in the success or failure of new products, inventions and devices.
The objectives have been defined earlier. Here is a brief of the objectives:-
The survey is being carried of the following places of the states of the Delhi,
Punjab, Haryana, Rajasthan, Madhya Pradesh, Karnataka, West Bengal, Bihar, Chhat
tisgarh, and Jammu & Kashmir, NCR, Amritsar, Jalandhar, Ludhiana, Ambala, Jaipur
, Jodhpur, Ajmer, Bikaner, Kota, Bheelwada, Bhopal, Indore, Jabalpur, Beda hat,
Bangalore, Gulberga, Damangiri, Kolkata, Howrah, Patna, Raipur.
It may be mentioned that duration of survey was from 21st of April to 2nd of Jul
y and the total number of respondent covered in each city...
• Total number of medical associations: 26
• Average no. of wholesale distributors in each city: 456
• Average no. of C& F in each city: 16
• Average no. of retailers: 236

INTRODUCTION
Marg Compusoft, the leader of Pharmaceutical Industry ranked no. 1 in India in t
his industry. Marg offers various IT & IT enable services in different sectors b
ut the company has created an anti-benchmark in pharmaceutical industry. The pur
pose of this report is to literally act as a window to the project undertaken as
a part of the Summer Internship with the Organization Marg Compusoft Private Li
mited that aims to define the breadth depth and scope of various thinking proces
s and mechanics that actually synthesized the project undertaken.
COMPANY PROFILE
Name of the company: Marg Compusoft Pvt. Ltd.
“Marg, meaning path in Sanskrit, is the Road to Success. We are specialist in pr
oviding solutions for the Pharma Industry”.
Innovation is the essence of what puts a company in the comity of successful one
s. It s the very essence of what makes one company s products and services bette
r than another s. Keeping this mantra in mind, a group of computer professionals
made their foray into business and founded Marg Compusoft in 1990 with a drive
to challenge the status quo. Since then Marg Compusoft has scaled many heights a
nd chartered new territories. With every passing day, Marg Compusoft is explorin
g new horizons and successfully able to grasp the whole opportunity that drove i
n its way.
Director’s Statement:-
“We translate our dreams into reality. Nowadays we have very little time to look
back but enjoying every moment. We have garnered our reputation through a spiri
t of innovation and hard work.”
Website: www.margcompusoft.com Email: info@margcompusoft.com
SERVICES
Company’s Approach:-
• CUSTOMER ORIENTED APPROACH
Marg Compusoft is the leading provider of integrated business application softwa
re for small and midsize businesses. With thousands of customers using it’s prod
ucts and professional services, the goal is to enable one to make better, faster
decisions in a fiercely competitive market and based on its best-of-breed offer
ings, company continues to build new alliances with other industry leaders and w
in new customers across a range of major industries. Marg Compusoft is dedicated
to providing Sales Force Automation (SFA) software solutions to the mid-market
companies. Serving more than 25000 customers, the company employs innovative ser
vice-oriented architecture (SOA) and Web services technology and delivers end-to
-end, industry-specific solutions for retail, manufacturing, hospitality, distri
bution and services that enable companies to improve performance, drive increase
d efficiency and build competitive advantage. While empowering enterprises for e
ven greater success tomorrow, Marg solutions offer the scalability and flexibili
ty to meet today s business challenges. With its best-of-breed offerings, Marg C
ompusoft provides a comprehensive range of services with its solutions, providin
g a single point of accountability to promote rapid return on investment and low
total cost of ownership.
• TECHNOLOGY ORIENTED APPROACH
The Marg System is sophisticated yet extremely flexible, and each module is full
y integrated into the General Ledger. Application software modules include: Gene
ral Ledger, Payroll, Accounts Payable, Production Accounting, Laser Check Writin
g, Accounts Receivable and Time & Billing.
The application software of Marg Compusoft supports a great number of client ent
ities with multiple divisions, departments and sub-departments. All modules prov
ide excellent management reporting tools that help to run your business efficien
tly. Marg systems are expandable and easily customized. They can treat each clie
nt entity differently. With a view to meeting changing business needs they susta
in a perennial program of Research & Development. Company ensures that software
enhancements are included with annual Application Software Maintenance. Marg’s p
rimary goal is customer satisfaction and building long-term business partnership
s with its clients.
• OTHER SERVICES
Marg Compusoft is dedicated to helping clients achieve critical business insight
s for bottom-line decision making through a wide range of scalable, easy-to-use
and customizable applications in the space of pharmaceutical industry solutions.

• SUPPORT & SERVICES

Marg corporate philosophy is based on the notion that providing a quality produc
t is meaningless unless it is backed with top-quality customer service. To this
end, they have set up a customer support system that revolves around providing a
complete turnkey solution for all the pharma management needs of the customers.
Dedicated professionals have the industry experience and the technical experti
se needed to help everyone to meet their business and IT objectives.
From installation to daily system support, a trained Marg representative is ther
e to ensure a smooth and timely implementation. The team of professionals will m
ake sure your staff understands the software, learns its many features in a shor
t amount of time, and significantly reduces the problems that can occur with the
implementation of a new system. Marg Compusoft provides support for our custome
rs evolving business needs.
The Marg Support System is chartered to exceed customer s expectations through e
xperienced product knowledge and superior technical know-how.
• MARG SUPPORT HELPS CUSTOMERS
- Enhance productivity through expanded product usage
- Plan for successful product maintenance
- Minimize the impact of production outages
• COMPLETE COVERAGE
- Technical guidance for product related questions, problem resolution, bu
g reporting and clarification of documentation.
- Support for critical sections and escalations
• A PROVEN TRACK RECORD
- High Level Expertise from best in breed technical engineers
- Winner of various awards for excellence in customer satisfaction
- Proven solutions to help guide installation and maintain products
PRODUCTS
• PHARMACEUTICALS SOFTWARE
- Chemist Shop Software
Wholesale & Distribution Software
CSA s and C&F s Control
Supply Chain Management
Manufacturing as per WHO GMP
Ethical Marketing
M.R.Reporting on WEB

• Retail Outlet Software

- Ready-to-Use Software for Retail Stores, Restaurants and Food Courts. Ad
ds value to your business by providing improved productivity, transparency and b
ottom line results
• Excise Software
- Complete solution for Trading & Manufacturing Excise. Maintains excise r
ecords, self designable excise invoice, RG registers, PLA, ER-1 & ST-2 Form with
financial accounting
• Distribution
- MARG, A Complete Real time Business Accounting Software for Distributors
with Financial Accounting, Inventory, Order Processing, Sales Tax Reports, VAT
Reports , Service Tax, FBT and MIS Reports & Analysis.
• Jewelers Software
- Easy to use Jewellery Software for Retail, Wholesale & Manufacturer with
Accounting upto Balance Sheet, Stock Control, Advance order receipt & approval
facility, Karigar A/c, Label & BarCode Printing, VAT, Service.
• Online M.R.Reporting
- Sales Force Automation Software to controll your Field Force Reporting,
Web Base DCR, STP, MTP & Reporting to Managers, Attachment with MARG S/w to cont
rol Sales, Liquidation & Target from C&F Data.

Statement about the Problem

To provide the best IT services to the industry with latest updating information
and to create a globalize scenario
Domain of the problem: PHARMA SECTOR (for SIP students)
Description:
(Why is this particular topic chosen?)
Medicine sector in INDIA is having no particular common software due to unawaren
ess and unavailability in all the areas. Local service providers are providing t
he services with monopoly market. Various issues are uncovered due to monopoly o
f local distributers.
One man show is running across all the cities in India. A company is needed to c
over all the issues in a common platform with proper services and customer welfa
re.

• RESEARCH OBJECTIVE
“To capture the complete medical segment with common software with all the valu
e added features & to provide the proper services with effective customer care.”
This can be categorized in various stages:
1) To understand the concept of marketing in software industry with the hel
p of technical & marketer perspective.
2) To study the scope & statistics of software industry of pharmaceuticals
market.
3) To develop a questionnaire related to pharmaceuticals industry.
4) To analyze the complete pharmaceutical market of India.
5) Conduct a survey in all tyre-1 cities, metro cities & hybrid cities.
6) To develop & design a Monitoring system for product marketing plan.
7) To give the demonstration of technical advantage over the other software
.
8) To design a proper strategy for every state.
9) To promote the product and their features.
10) To analyze the existing competitors and potential competitors and design
a strategy for merging in Marg.
11) To enhance the brand awareness.
RESEARCH METHODOLOGY
1) Conduct a Market research survey to know the existing potential
2) Sample unit: Medical Market
3) Sample Size: (250-450) in every city
4) Generate a report by statistical tool
5) Plan an executive demo in a common platform
6) Give the proper demonstration of all the features & services of the soft
ware
Statistical tool
1) Excel-sheet for the report generation
2) F-test for the Hybrid cities
3) CHI-SQURE test for the other cities
4) Generation of Pie & Bar charts to know the existing potential & to know
the future scope
Target Sector
1) All the MNC Medical companies e.g. Cedilla, Ranbaxy etc.
2) All the Distributers of every city
3) All the retail chemists of every city
4) CSA & C&F Agents
5) Manufacturing units
6) Ethical & Generic market

DATA ANALYSIS & INTERPRETATION

As the number of cities which has been covered for the survey have different sta
tistics, different scope, different problems and various challenges so the repor
t can not be summarized in a common format. Different reports for different citi
es are as follows:-
Amritsar
Company Status:- No market Presence . We can say 0 % market captured.
Dealer Report
Name : Mr .Vijay
At, present Vijay is handling Gurdaspur as well as Amritsar which is situated 70
kms away from Amritsar & we met some party at Amritsar whose problems were not
being rectified by Vijay. So, practically it’s impossible to serve both market a
t same time as market potential is growing in Amritsar.He came to meet us in las
t 1-2 days when we were on the verge of leaving Amritsar. As, he is an accountan
t he was busy at that time due to closing period. Basically he was less focused
on increasing the business in other areas such as Amritsar. He has lenient appro
ach towards work. We felt that he is not enthusiastic.
Market Status
Market has immense potential as people are maintaining manually and the existing
S/W is nowhere up to the mark of Marg. Its accounting is not proper and has man
y loopholes.
Market responded us very well & we were able to create a very good Brand awarene
ss in market. Within 3-4 days Amit Sir & Rahul Sir had given more than 30-40 dem
os.
Weaknesses
- Very less people know about Marg in that market.
- Even the amendments of existing customers has not been resolved & they
are not satisfied. So, they are also not creating word of mouth in market.
- Dealer visit was very less in the market .Rarely he visits market. All t
he problem he solves on phone as stated by him.
Competitors
- Avneet Gulati - Redox
- Sanjay Gupta – Strides 9814084901
- Munish (service provider)-T – Fat- 9876695304
- Pradeep Bhandari - Muneem Ji S/W -9814524304
- Salwan - Relog- 9872010123
- Avneet Bhatia
What to do?
- Regular visit of service provider in the market.
- Appoint a local person for service provider.
- Our S/W is comparatively better than other S/W, so we won’t have any pro
blem related to product.
- Rate Issues were there in the market ,as we have given the rate of 7700/
- after 20% discount . Rate needs to be lowered in that market because competito
rs don’t have any standard rate in the market. So, in order to tap the market ra
te can be lowered an amount of 1000-1500/- for that market .Due to rate issues o
nly 1-2 S/W were not immediately finalized at that time.
- Some parties need amendment in S/W, which should be done ASAP, so that t
hey can create word of mouth in the market.
- Even there is no problem with the customers then also he needs to be in
the market.
- Proper Office should be in the market area.
- Try to merge Strides with ourselves as he has very few S/W in market.

Analysis of Competitors & Market capitalization of MARG

Jalandhar
Company status :- Hardly 1% market captured
Dealer report
Dealer name :-Pradeep
We got negative feedback about Pradeep In the market.
His presence in the market was almost negligible.And personally he never came to
meet
Parties complain that he rarely pick up the phone. And whenever he picks he keep
on
promising but never visit them. Some of the parties were having the demo but no
follow up was done. Parties complained that their license has not been issued ev
en after paying the money. Party like national pharma used heavily abusive langu
age even though the fault was theirs (data loss and the back was not taken. )
Market status:-
Some parties were doing raw billing and they were saying that if it can be maint
ained in Marg then they are ready to switch over.
Other software like jaguar, simca, decent are used only for billing in that mark
et. Parties were in dilemma regarding service provider.
Though the situation of the market was not good but they showed good response w
hen the team visited there.
Many parties have recently paid their AMC so they were asking to come later on.
The dealer of Catpro software has left the country so the parties have lost thei
r faith on that software hence they can tab easily.

Weaknesses:-
- No local presence of Marg in jalandhar neither in form of service nor in
the form of office.
- Service provider used to respond very late to the calls of parties.
- As there was no local service provider so faith of the people was very l
ow content for marg.
Competitors:-
1. Nexgen
2. Decent
3. Jaguar
4. Simca
5. Logic
6. Catpro
Scope for improvement:-
- As a dealer of the catpro has left the county the faith of the people in
that software has gone down “that segment can be tapped”. Hence we can say to
the people that we are not one man show and we can cater to them in the better m
anner than anybody else.
- As there is less computerization in the market the future scope is good
for marg.
- Appoint a local service provider in that area and ask him to open office
particularly in that area .
- The Demo installed earlier should be followed properly.
- The right time to hit the market would be mid January because people hav
e recently paid their AMC and that’s the time people usually decide to change.

Analysis of Competitors & Market capitalization of MARG

Ludhiana
Dealer report:-
Dealer Name:- Pradeep, presently Varun is working
At present Varun is handling both Jalandar as well as Ludhiana. Distance between
both the cities is aprox. 70 kms. Its not feasible for one person to handle pa
rties of both cities.
As per Rahul Sir he has managed the earlier situation of customer complains & ot
her things very well. But the work which we had done its follow up was not done.
We called some of the parties who were in need of urgent demo but no demo wer
e given to them.
Parties like Ludhiana Medical Hall with whom only rate negotiations was left wa
s not contacted till now.
Though he is hard working & enthusiastic but he needs to work in a proper & stru
ctured manner.
Market Status
- Very big market with 450-500 shops.
- Very less computerization people were not aware about features of S/W as
well as computer even if they were having the S/W they were hardly printing 10-
12 bills per day, they were keeping computer switched off whole day & switch it
on in evening for printing 10 -12 bills for just maintaining.
- They were less flexible about changing & adapting computer.
- Parties were impressed with Marg features.
- Maximum parties were doing raw billing & there were small distributors &
doing to less awareness they were adamant to change.
Weaknesses
- Gap of service for 3 months as there was no service provider because Pr
adeep was ill.
- His attitude towards service & complains was not good. He doesn’t picks
up the phone.
- Marg user were complaining that Pradeep was not technically efficient to
solve their problem.
- No awareness about Marg in market.
- Our rate was comparatively higher than other S/W present their in market
.
- No office in the market Area.
Strengths
- At present Varun is handling the resposbilities very well .
- He has good knowledge about S/W what we observed because he solved a pro
blem of
- Marg User on phone.
- He is young , energetic, enthusiastic & willing to grow, so he can be a
good prospect for Marg in future.
- Parties are completely satisfied with S/W , but they are getting the ser
vice . So, on the S/W ground they can be a good word of mouth in market.
Competitor
- Vouch
- Logic
- Avtar Singh
- Miracle
- Genius
- Datacare
- Computer Sol
- Foxpro
- Satyam
Scope for improvement-- What to Do?
- Remove Pradeep & make Varun as a dealer or franchisee for that area.
- Ask Varun to open office near bunch market.
- We can start with a package of say about 5000 – 6000/- as decided by co
mpany & dealer for some period (near about 1 month) & marketing should be inten
se for that period.
- Hire a freelancer 1-2 for some days especially for that period when offe
r will be valid.
- This market would take time to be tapped because less computerization i
s there & awareness about computer is less.
- The president of Ludhiana association is using our S/W so he can help a
lot in increasing our business.
- We met an Accountant there who is in touch with Varun so ask him to make
best use of that contact as he had already given some contact to Varun.
Analysis of Competitors & Market capitalization of MARG

Ambala
Dealer report:-
Dealer name- Manoj
We didn’t get chance to meet dealer. Market was scattered and mostly wholesalers
were not using any software. So marg has very big scope in Ambala. But manoj ne
ver try to target that untapped market reasons are unknown. So according to sur
vey parties want to use any software but no one is trying to attract them it’s r
eally worst thing for the dealer and company too. He is not dedicated towards hi
s work. We need to think about it.
Market status:
- Scattered but good market mostly people are using logic and maddy.
- Software using people ratio is very low in ambala. Less Computerization.
- But people want to use any software so it’s a good scope for marg in Amb
ala.
- Some of the people know about Marg .
- Maddy has monopoly in the market.
Weaknesses: -
- People are satisfied with logic and maddy.
- Manoj is not as much serious towards his job because of that mostly mark
et is untapped people want to use any software but because of lack of awareness
they are doing their work manually. If he will work properly than he can tap 50
% market because people want to use good software.

What to do :-
- Firstly Manoj should do his work seriously.
- Many people are not using any software so we can tap them.
- It’s easy to tap a wholesaler who is not using any software.
- Dealer should take follow ups strictly.

JAIPUR

Analysis of Competitors & Market capitalization of MARG

JAIPUR
DEALER REPORT:-
Name:- Pawan
He is working with marg from more than 5 yrs. Initially we were told that he is
the best service provider with marg. This area was considered to the state with
maximum sales. But A second visit to the area actually changed our views about t
he franchise.
No follow up was done of the work done by us in that area.
He distributed his work force in the entire area and end result there is no work
force left with him to handle JAIPUR.
ABOUT MARG FRANCHISEE
- Mr. PAWAN – although focused but not far sighted, satisfied with present
scene and not willing to look beyond that. Need to be bolder- in the sense that
he cannot even give a group demo. Needs to brush his marketing skills.
- Mr. MANOJ – can be a barrier in the growth of the organization
- Their work needs to be more streamlined
- Corporate office should continually maintain pressure on them_ for bette
r results
- Mr. AMIT KAUSHIK – has shown tremendous growth in his working patterns i
n the past 2 months, but still needs to be more firm in his behavior when repres
enting corporate office in front of franchises.
MARKET STATUS
Computerized since 1997 – 98, well educated, using datasoft from last 10 – 12 ye
ars.
Put since they are educated they are willing to change for betterment.
The group demo conducted there generated a positive wave in the market.
Market response initially was good and we were able to create good brand awarene
ss in the market.
Areas under him
• Hanumangarh
• Ganga nagar
• Ajmer
• Jaipur
• Bilwada
• Jodhpur
• Sikkar
• Bikaner
• Alwar
• Indon city
• Jhunjhunu
• Fathehpur
• Dholpur
• Singhana
SWOT ANALYSIS
STRENGTHS
Market
Location
People there are comparatively quite educated
Association with us
WEAKNESS
Service providers and there approach
Less man power
Risk taking power
Not ready work beyond the normal limits
The major weakness of this area is less rather no man power. Initially when we w
ent to Jaipur the only people we meet where Manoj & Kuldeep. No follow up was ta
ken for the work we did in their area. Even the people in the film colony also n
ot knowing about the presence of MARG and its office in there locality.
OPPORTUNITIES
Large untapped market
Fielding already done – now just need to hit the soft spots again and ag
ain
THREATS
If we don’t capitalize on our work right now then DATA SOFT could prove to be a
major threat to us…..& ….once this happens it would be quite hard to establish
ourselves again in that region .
 MAJOR COMPETITORS
• Data Soft

WHAT TO DO?
Shift the entire concentration on Jaipur for now.
Divide teams
It’s very important to capitalize on the work immediately.
Distribute broachers
Install in RC office
Analysis of Competitors & Market capitalization of MARG
JODHPUR
Dealer Report
Name : Dinesh Asopa
Though new with MARG, quite dedicated towards his work. As far as services are c
oncerned , he is having very good image in the market. He is hard working and ha
ving sound technical knowledge. Marg requires more such team members for flawle
ss working. Seeing the scope and the load of work he has appointed a new person
under him – Dharmendra.
Market Status
At present 80-85% share is captured by APEX. After the group demo keeping in min
d the way the people are reacting, it suggests that people are not that keen to
change immediately. Though it is going to take some time but these people will s
urely change. We should wait for the time being as we have got 7 software’s in t
his region recently.
Competitors
APEX
What to do
No point in breaking the rates at present
Leave jodhpur for now and concentrate more on jaipur.
Meanwhile start distributing banners with clear cut rates on it $ statem
ents of opinion leaders.
And hit back in January in that area with huge pomp and show, then don’t
let it go.

Analysis of Competitors & Market capitalization of MARG

Bikaner
Dealer report:-
Dealer name: - Om prakash
He is a dedicated person towards work he has good knowledge about software.
All marg parties of marg in Bikaner are satisfied with software and service prov
ider both.
Recently he is taking marg as a part time job. We need to train him in other are
as like manufacturing, FMCG, garments etc. so he can give us more share and it
will good for him too.
Market status: -
- Not as much big market retailers are more than wholesaler.
- In retail only 10% are computerized very few are using software.
- In wholesale all are using software but they are satisfied from their so
ftware.
- Marg customers are fully satisfied from software and service both.
- They listen features of marg they want to purchase but price and AMC bot
h are problem for them.
- People don’t want to give AMC.
Weaknesses: -
- Only 10% retail shops are using software their business is very small so
mostly don’t need any software.
- Mostly work done manually so attracting them is not an easy task.
- Competitors like apex, saral, datsoft cost and AMC is also less than our
software it’s also a big problem.All wholesalers are using software but in comp
are to retailers their ratio is very less. They are satisfied with their softwar
e.
- Wholesalers know that marg is better than their present software but the
y only use software for billing, sales and purchase. So changing their mind is n
ot an easy task.
- Costly software and AMC is also a big problem for marg.
-
Competitors: -
- Apex
- Saral
- Datasoft
What to do: -
We need to create awareness about marg in retail market because they don’t want
to use any software and it’s a bunch market.
Market is small but it’s fruitful for us there software is not as much good as o
ur so we need to work on it.

Ajmer
Analysis of Competitors & Market capitalization of MARG
AJMER
Dealer report:-
Dealer name: - Kuldeep, Suresh
Ajmer is new market.
Approx 50 shops are there very small market. 2 people are working there and we d
on’t think that 2 people are required there. One person is far enough. Because J
aipur is bunch market and we need service providers in jaipur.
Market status: -
Very small market Approx 50 shops. Mostly people are using apex or swil,gulzag i
s also there. Some people know marg. People are satisfied from their own softwar
e. Mostly shops are computerized.
Weaknesses: -
- Small market so less opportunities
- Mostly people are satisfied from their own software.
- AMC is also big issue
What to do :-
- Market is small so only one person is sufficient there.
- Jaipur require more workforce so this is not the right time to tap the a
jmer market. Because jaipur market is more fruitful and profitable for marg in c
ompare to ajmer market.
- Do a campaigning or promotion in that area & make all people aware about
Marg, & then enter into thre market with A scheme.
- We can also arrange a group demo as the market is new so people can be a
ttracted towards it.

Analysis of Competitors & Market capitalization of MARG

Kota
Dealer report :-
Dealer name:- Shailender
Shailender is the dealer of marg in Kota. We meet him and Bajrang too and the re
sponse of market towards both and our opinion is given below:-
Shailender:-
- Very few people know his name in market. But people know him by his face
. he is dedicated towards work.
- He has good knowledge about Saral.
- So we need to train him first because without good knowledge of marg no
one can handle kota market.
- Only shailender is not enough we need more people.
Bajrang :-
- He got very good reputation in market.
- Everyone knows his name. his image is very positive in market . he has g
ood knowledge about saral he knows the weaknesses of saral but his marketing ski
lls are nil.
- We need to give him training about marg and need to develop his interper
sonal skills too. He needs proper training.

Market status:-
- More than 400 wholesalers in the market and 99% are computerized. Everyo
ne is using SARAL.
- People are using it from a long time they are satisfied from software bu
t service of saral is not proper.
- Saral is DOS base software and provide very few features. But they are s
atisfied.
- Without using good and feasible strategies we can’t capture the market.
Retail market is not as much big but according to us we need to focus only on w
holesalers market not retailers.
Weaknesses: -
- Fully computerized market and they don’t want to convert in other softwa
re because they are satisfied with saral. So it’s not a cake walk to capture the
market.
- Saral position is very strong in kota and it’s not good for us.
- We don’t have sufficient service providers in kota so proper service iss
ue is in dilemma.
- Shailender and bajrang are not aware of marg as a software so technical
problem they can’t handle right now. It we will take time.
- Our survey is done but demos are still awaiting it can create negative i
mage of marg in the market. So we need to take right action as soon as possible.
Competitors:-
Our first and last competitor is only SARAL.
What to do:-
- Firstly we need to train shailender and bajrang.
- Then we can attack the market.
- Kota market is very big 2 service providers are not enough. So we need m
ore service providers.
- Saral services are not proper we can cash it if we provide better servic
es in compare to saral.

Analysis of Competitors & Market capitalization of MARG

BILASPUR
Market Status
- The place is dense with huge potential parties such as pradeep pha
rma and the owner is the vice president of the Chhattisgarh association.
- The others are aware of the brand MARG but as this above mentioned owner
has problems with the service that’s why people are reluctant to buy our softwa
re.
- The dealer is aware of the problem but is not prompt in his service to t
hese people who can become our brand ambassadors as these players are few but ho
ld the market captively.
- The other pharma player ie Gayatri Pharma and the owner is the president
of the association and knows and speaks positively about MARG.
- He has suggested that we give them a Group Demo and slash prices to sui
t them and they will all change in a lot.
Weaknesses
The dealer is a bit laid back in his approach and complains that enough
support is not provided from the Delhi head office.
The dealer needs to be more aggressive in his approach and the service
needs to be bucked up.

Analysis of Competitors & Market capitalization of MARG

RAIPUR
The Raipur market is mainly distributed into two parts but even there
there is a problem with the service of the dealer.
 Many people are aware of the brand Marg but the service still remains
a major concern.
The place is bunch and hoardings can be put up as apart of advertising
and a group demo and assurance of service should be given.
Although the dealer hails from Raipur his personal rapport is on an all
time low in Raipur.

Analysis of Competitors & Market capitalization of MARG

Jamshedpur
Dealer Report
Dealer: Maithli Computers
Service Provider : Deepak
At, present Deepak is handling Ranchi & Jamshedpur both . The distance between b
oth the cities is near about 150 kms and it’s a valley road , so it takes a lot
of time to come from Ranchi to Jamshedpur to give service. He is not technically
efficient to render service as he is not completely trained. He had himself tol
d that he needs training to provide complete service. He has knowledge about are
a completely .Parties don’t have any problem especially with S/W but providing s
ervice in Jamshedpur takes a lot of time. When we left Jamshedpur after 1-2 day
s we got a call from Kamal Distributors , president of Jamshedpur Chemists & Dr
uggist Association that his billing has stopped but even after 8-10 hours no one
has reached to him.With Deepak 1 more person is working in Jamshedpur who use t
o sell Marg S/W for stockiest & distributor And Goyal S/W for retail shops. So,
try to merge that person completely & ask him to focus on Marg S/W.
Market Status
- In, Jamshedpur we have a very good market repo. Even Other S/W user prai
ses our S/W that its very good.
- Our party were satisfied but they were complaining that now a days they
are getting late service.
- Mainly there were 10-15 whole sellers & maximum retailers.
- The president Of JDCA is using Marg & he is very big party so name of Ma
rg is well known in that area.
Retailers are keen in using Goyal S/W for their Shops .A party is not getting se
rvice from many days so retailers are not willing to use this S/W.
- Unisol has started to enter the market & Goyal has also good market, so
we need to market intensely .
- Total there were 70-85 shops mainly retailers.We can get good advantage
of our repo in that area.
Weaknesses
- Basically service problem.
- Retailers are not getting service from many times.
- Distance between both cities is that much that its not possible to serve
both at a time.
- No local service person is there & when we tell them that service provid
er will come from Ranchi they hesitate to buy our S/W.
- Even having good market repo we are not able to get benefit of it.
Strengths
- The president of JDCA is using our S/W & can create a good word of mout
h.
- We have a good market repo so we can get advantage of it.
Competitors
- Goyal
- Unisol
- Saral

Scope For Improvement -- What to do?

- Find a local service provider & ask him to establish a local office.
- We had talks with Vice-President of JDCA also who is a retailer & he ask
to come after 1 month . He was interested in Marg & had terms with President a
lso who is a marg user .
- So,we can tap him and convert retailers S/W also.
- Try to merge Goyal service provider with ourselves as at present he is i
nterested in selling only for stockiest & goyal for retailer.
- Anand is Tally user who is interested in becoming local service provider
for Marg there.
Ranchi
Dealer Report
Dealer Name: Maithli Computers
Service Provider : Deepak
Service Provider is local person & office is also situated 1-2 kms away from bun
ch market so its beneficial for us. Dealer has complete idea about market & part
ies know about him. He is not technically perfect as he has started the work rec
ently and he needs training . Rest thing has been about him has been mentioned a
bove in Jamshedpur as he is serving to both place. Dealer office is of hardware
& mainly they are known for hardware what we feel after seeing the office.No Mar
g signage were there near office nor even in office.
Market Status
- There were approx 100-125 shops in the bunch market.
- Local S/W has been deeply penetrated in the market.
- People were even not ready to listen to us in starting later on we manag
ed somehow.
- Some of the parties had idea about Marg as they were getting items from
those parties who were using Marg.
- People were not ready to change because this market has been recently co
mputerized & other S/W had captured them .
- People are only doing billing and hardly acctg for which they are gettin
g S/W in 3000-6000. Other S/W except SWIL rates are very low , so rate issues.
- We were late entrants in that market.
- Market can be tapped because other S/W except Unisol & PMS are not up to
the mark.
- Market will respond slowly to us because there are many new users & will
take time in converting.
- Very less people know about Marg in that market.
- Market can be tapped but has competition with PMS .
- SWIL has already entered the market so we need to market aggressively.
Weaknesses
- Less brand awareness in market, many parties are unaware about Marg desp
ite of having office in that area.
- Service provider is not technically efficient for that area.
- Even we have office in that area but people are not knowing about Marg.
- As we saw in office that they are maintaining hardware business also & w
e felt that they were more focused on that.
- No proper signage of Marg in that area not even in office .
- No marketing force.
- Ask dealer to get reference from existing parties.
- As it was bunch market & it was situated in a road so proper banner can
be put there.
Strengths
- We had tapped some big parties for that market so they can create good w
ord of mouth.
- Office is situated near the market & we have local service provider.
- Upcoming Market needs to be focused.

Competitors
- Gondhia
- Dataspace
- Dataspec
- Hemant Chauhan
- Unisol

Scope for Improvement - What to do?

- Do some marketing activities in that area.
- As we already have office in that area & service provider is local so no
issues on that ground.
- Ask dealer to promote Marg rather than focusing on hardware .
- Upcoming market & unisol is entering fast so tap the market ASAP .
- Launch an offer for 1 months by lowering the rate for that period & incr
ease marketing activities during that period.
Patna
Dealer Report
Dealer Name : Sunil Kumar
Office: Solutions (for software & hardware)
279, 2nd Floor, Mahima Place, Govind Mitra Road
Patna, Bihar- 800004
As a Distributor:
Suneel Kumar as Marg Service Provider is unable to capture the market.
Even though he has his office in the hub of the medical market (Patna), there ar
e still many customers who are untapped. He has the capability of realizing the
full potential of the market provided he concentrates completely on the Market.
As a Service Provider:
Sunil Kumar as a Service Provider can not be considered excellent. There is much
 scope for improvement in the service.He has a well groomed team operating from
well maintained office. It seems that he also operates in hardware area from the
same office. His visiting card clearly points this out. Also, his visiting card
does not bear any name or symbol of Marg and thus it does not reflect from anyw
here that the card holder is associated or working with/for Marg.
Market Status
- 70 – 80 % market computerized.
- People are aware about Marg in that area. People using Marg are satisfie
d with the S/W. but somewhere they have problem in service.
- People are hardly doing anything on S/W except billing & accounting (at
some places.) For that they say that whatever features we providing they are get
ting in hardly 5000/- So why they should 10500/-.
- Very Big Market .Approx 400-500 shops in that market but computerizatio
n is low.
Strengths
1. One of the biggest bunch markets. This allows us to stay focused on our
target customers by having our branch office in the hub of the market.
2. Strong presence of Marg with a 24x7 functional team.
3. Strong brand name of Marg.
4. PMS, the biggest competitor, lacks in most of the advanced features.
5. Customers can be classified into the following segments:
a.) Those who are using another software & are completely satisfied with an
unwillingness to change.
b.) Those who are using Marg and are completely satisfied with our product a
nd services.
c.) Those impressed with our features.
d.) Those completely interested in our procuct but using another software an
d willing to switch over a period of time.
e.) Those completely interested and willing to switch over immediately.
f.) Those with manual billing and accounting.
g.) Those using Marg but not satisfied with either product or services.

Now we need to focus on our filtered/targeted customers. They are all of the ab
ove except the first two.
Weaknesses
1. Strong presence of PMS & Unisolve with local services.
2. Despite of having office in that area we are lacking in service.
3. Less shops covered as compared to market strength.
4. They are having hardware business also & it seems that they are more foc
used on that.
Even the visiting card of theirs does not bear the Marg name anywhere not even a
ny symbol.
What to do – Scope for Imorovement
1. There should be a proper quality check for the existing customers becaus
e these are the strongest vehicle of marketing/advertising through mouthpiece.
2. To tap the new customers, there must be a marketing round up followed ro
utinely to let the market know that Marg is actively following/serving its custo
mers and they will miss its service.
Competitors
- PMS
- KSDS
- IDS
- Unisol
- Samadhan
- Unitech
- Gorakhpur
- Medimax
- Manjeet JhA

Bhivani, Hisar, Rohtak (Haryana)

Dealer Report
Dealer’s name- Mr. Pankaj Sangwan
Current software’s in market- MEDI, MARG
ABOUT DEALER
Dealer in this market is enthusiastic and have shown his keen interest i
n survey.
He was with the team all day, and has shared all the keen areas and poin
ts which really helped us in covering 3 areas.
He is skilled with both the areas, marketing and technical
Almost, whole market knew about marg, and this is only because of contin
uous process of marketing by dealer.
He is very good at marketing skills .
Only rate issues of S/W is preventing him to tap the market, otherwise m
arket would have been completely of Marg.
Market Status
BHIVANI
In Bhivani there were around 50—60 shops, and out of them whole sale shops were
around 15-20 and rest were retailers and manuals, though manual users have show
n their interest in features, as they wanted to get computerized in near future.
From rest of computerized market, marg users were only 4-5, but all were satisfi
ed and rest of market was covered by MEDI, local software and parties using that
software were satisfied with their current software and don’t want to change.
HISAR
We reached hisar around 3 o clock, most of the shops were closed due to lunch t
ime, which helds from 2 to 5, so we didn’t found much of shops to survey, from a
round 125 shops we got to survey around 30 shops in total , but yes again most o
f parties gave positive reponse and was ready to see and use demo.
Main problem which we had in hisar was time problem, due to which due to which w
e were unable to interact parties and totally failed to utilized our visit to hi
sar
Still there was good response from market.
ROHTAK
.
There were around 70-80 shops to survey, and we got interact to almost all the p
arties in rohtak , and almost all the parties have shown their interest in listi
ng to advanced features of Marg, some of them are ready to see demo, and of r
est of them may consider to use Marg in near future.
STRENGTH
One of major strength in Rohtak is that the current marg users, themsel
ves spreading awareness about marg in market.
Our Dealer is very much impressive on both side i.e.technically as well
as marketing wise.
He is very good at negotiating skills.
WEAKNESS
Only, factor which can affect above market is “ COST”.
Almost whole market want’s to get converted into marg, but they don’t wa
nt to pay, even we have lowered the price to Rs 5000, and AMC Rs 2000.
Competitors Weakness
There is only single person to serve areas like, bhivani, rohtak, hisar
and surrounding areas .
This can be biggest advantage for marg, to convert MEDI users to MARG, b
ecause MEDI works under one man, and MARG work as TEAM..
WHAT TO DO ?
Cost can be major concern in this particular market, at least till the time medi
exist, and can play a major role in gaining or loosing market in near future,
so company need to think about their various cost schemes for this market.

Jammu
Company Status :- Almost 95% Retail Market is captured by Marg but there are onl
y few softwares in Wholesale Market.People are aware about Marg.
Dealer Report
Name : Mr .Irshaad
Mr.Irshaad is looking after Jammu and Srinagar. Services provided by him are app
reciatable. Each and every user of Marg was totally satisfied by the services of
local service provider. They recommend the software on usual basis.
Parties were already aware beforehand that Marg Team is going to visit Jammu.
Mr.Irshaad and the team under him was there on the very day we reached Jammu.
Market is aware about the Marg Company. Everyone knows Mr. Irshaad personally; r
emarkable relationship is maintained by the local service provider. He is potent
ial enough to crack the market of Wholesalers too, no need to appoint any other
service provider as everything is well managed by Mr. Irshaad.
Market Status
People are aware about Marg. But most of them think that Marg provides software
for Retail only, they are unaware that it provides software not only for retail
but also fore wholesale, C & f, manufacturing etc. Market is potential; they wer
e impressed by the features. Market responded us very well & we were able to cre
ate a very good Brand awareness in market. Demos were given by Shalendra Sir.
Weaknesses
People are aware about Marg but only to the extent that it provides software for
Retailers only as greater percentage of our software’s are being used by the re
tailers. So, there is need to extend their awareness about the company and also
various products offered by it. Mr. Gurmeet Singh(Jammu Chemist Association)gene
ral secretary is itself using Marg and is impressed by the services provided by
the local service provider but he recommended that the services provided by the
company is not up to the mark, it need to be improved.
Competitors
Unisol is the only competitor available in Jammu. Wholesale market is captured b
y Unisol. Mr. Rakesh is the service provider of Unisol. People are using this so
ftware in Wholesale market from many years. Services are satisfactory as its loc
al person is available in the market.
What to do
Proper follow up of Demo should be taken. Awareness of the company and retail so
ftware is already there in the market, awareness of its various other products i
n pharma should be created and also about its unique features.
Meeting with Mr.Rakesh Gupta (President) already done, he appreciated the softwa
re and was ready to cooperate.
He wanted following details to be mailed by the company:-
• Rate list of Marg Pharmaceutical software
• Discount that the company can offer
• The AMC of the single user and multi-user should be set same by the comp
any.
STATE WISE & OVERALL DATA ANALYSIS
Graphical Interpretations:
PAN INDIA
If we consider the Entire Indian Pharmaceutical market, I am Proud to say that w
e are the number one Pharmaceutical S/w providers in terms of volumes in sales.
But this is not true region wise. If we see the statistical report we find that
we are in number two position in each and every state. This is because of the lo
cal Competitors who have a better reach and stronger network because of home adv
antage .We are still working very hard to establish a monopoly in the market as
we have the S/w equivalent to ERP system. My market research shows that there i
s only one major Competitor “UNISOL” who has a good market share and has establi
shed a Monopoly in some of the cities. Since our product is very strong we have
been able to break our Competitors monopoly to a great extent in various cities.
Unisol is a good s/w but does not stands in our league. I found that Unisol est
ablished monopoly because it got the first mover’s advantage. Even the Unisol S/
W users except that MARG is much superior to their S/w.The S/w quantum in PAN IN
DIA is being shown statistically .
Major Pharma Softwares Across INDIA

*The above graph consists of the sample from Ditributers and retailers only.
*The Manufacturing S/w has not been taken into consideration
Now we see a huge untapped market in form of Manual users. These are the Clients
we need to reach to. The Pharmaceutical market even after the presence of huge
pool of S/w Providers is still untapped and has great potential from MARG’s busi
ness point of View. Although it’s an uphill task to convince Legacy system users
to use Computer, We must not forget that they occupy a major portion of the pha
rma Market Share and hence can’t be neglected. We need to make a constant, force
ful and undying effort to convert Ethical (non- computer) into S/w users, if we
want to continue being the number one S/W providers.

DATA Trend Analysis through the surveyed Area

Note: The above graph shows the obvious rise and fall in the no. of customers fr
om markets to markets. This can lead us to concentrate/focus or define our targe
ted markets.
Graph showing the complete data surveyed across the various Regions
Graph showing the complete data surveyed across the various Regions: % wise

DAILY REPORT FORMAT

Name Firm Name Owner Name Phone S/W Remarks
Abhishek Amar pharma Rohit 9331155313 Unisol Demo on Saturda
y 6 pm
Abhishek N.B. Ghosh & Co Mukesh Maniar 9874379357 MARG Overall
satisfied .
Abhishek Pal Brothers govind Kr. Shaw 9903181331 Unisol Not Inte
rested
Abhishek S.K.Enterprise Mr. Vora Manual No need of S/W
Abhishek Amar Medical Jayant 9830093143 Unisol Demo Evening Tim
e tomorrow
Abhishek B.S. Medical Store Sujal Chakroborti 9830824405
ACMAN Not interested
Abhishek N.D. Medical Store Aaditya bhattacharya 9830179141
Unisol Not interested
Abhishek Bina & Company Sankar bandhopadhyay Unisol Install
the Demo t
Abhishek Mokharjee & Company Debasis mukharjee 9836926086
Unisol Demo Next week
Abhishek Hind medicos Deepak 9330936434 manual Come after 15 Da
ys
Abhishek Shree Durga Pharma Virat Rai Mishra 9836623930
Unisol He Needs A retail S/W in Future.
Abhishek Vikram Pharma Lokesh Kumar Jain 9831260127 Exactly
Demo Between 6 to 7 pm
Abhishek Girdhar lal & Co Rajendra 9836154622 Unisol
No Need of marg now
Abhishek Netaji Medical Store Kishore Das 9830250205 Unisol
Demo Next Week Evening
Abhishek Sheth medicals Dipak Sheth 9830797001 Unisol Demo on
Monday
Abhishek Kiran shashi Medical hall Debajyoti 9433116604
Unisol will Call For DEMO later
Abhishek R.K. Pharmaceuticals Bapi Da 9830081838 Unisol Demo Sat
urday Between 2 to 5 pm
Abhishek N.S . Enterprise Jetendr Unisol Not Interested
Abhishek Arora Bros Deepak Arora 9331288388 Self S/w
No Need of any S/w
Abhishek Gautam Agency Darshan 9831953161 Unisol Demo Call after
Monday
Abhishek The Calcutta medical Store Mustafa 9830778438 Unisol
Not Interested
Apart from the marketing research and Brand Knocking, I also had to
Apart from the customer relationship management & competitors analysis, I also h
ad to analyze how was the Dealer (Service Provider) performing in his area, how
committed he was towards the company and what standard of services he is providi
ng. Once the research work in a particular area (city or state) was done we had
meetings with the Area manager as to what steps could be taken to improve the se
rvices in the area and what can be done to increase the sales of our product . B
ased on the market research & meetings we prepared dealer report that included h
is commitment & the details of his effort being poured into the market. The repo
rt had a fix Performa which is shown below:-
Place Dealer Name No. Of Attitude Towards Service
Work Customer
Employee MARg & Team Perspective Effort Remarks
Amritsar Vijay
Jalandhar Pradeep
Ludhiana Pradeep
Ambala Manoj
Jaipur Pawan
Bikaner Om Prakash
Jodhpur Dinesh
Bhilwada Hemant
Kota Shailendra
Indore Ashish Paliwal
Bhopal Praveen Srivastav
Jabalpur Amit
Rewa Amit
Katni Amit
Satna Amit
Raipur Sudhir
Bilaspur Sudhir
Jamshedpur Deepak
Ranchi Deepak
Kolkatta Manish
Patna Sunil
Bangalore Shalendra Singh
This is This dealer report in which the assessment was done in the scale of 5 .
According to the response from the market we graded the Dealers and sent detail
report of every area manager to the higher officials for their internal employee
structure assessment.
As we created a lot of Demos in every city, the deale
rs were bent due the burden of the work they faced . They had to send a follow u
p report so as to help us know status of the market we created. Follow ups were
taken regularly from the head office.

Follow Up Report for the Dealer:

To,
Mr. XXXXXXXXXXXXXXXXXX
Patna- 800004
Sub :- Information Regarding follow Up.
Sir,
This letter is to bring your attention towards follow-up status and steps t
aken by company for prospective business in your state. We need certain informat
ion mentioned below:
1.) Employees working under you with their contact number.
2.) Area which they are handling.
3.) Areas on which at present you are working.
4.) Prospective Areas on which we can work to increase our business.
5.) How many employees under you are technically efficient to give demo?
From now onwards company needs per day report In the following format:
Sr.no. Party Name Demo Given
(yes/no) Day & Date S/W Finalised Service Providers Name

We would like to draw your attention towards the parties for which demo has been
finalized & yet no one has visited them.
Party Name Marg Visit Status Follow up Status
Venkateshwar Medical Agency Demo Intrested No Visit.
Maa Sharda Agency Demo Intrested No Visit.
Poonam Agency Demo Intrested Urgent No Visit
Maa Vaishno Enterprises Demo Scheduled on 11-06-09 No Visit
Pradeep Enterprises Demo scheduled on 10-06-09 No Visit
Patna Veterinary Demo scheduled on 12-06-09 No Visit
New Jaishankar Medicos Needs 1 S/W, call him for demo No Visit
This is the status on first ten parties which we have CALLED.
We hope that you would provide the information asked above & will do the follow
up ASAP. This would help in mutual growth .
Thanking You!
MARG COMPUSOFT PVT. LTD.
ASHOK VIHAR ,PHASE -2

FINDINGS & RECOMMENDATION

• The people or the speculators in the market are confused as to which sof
tware is the best in the market. So, company has to take initiative for establis
hing their brand equity.
• MARG holds a good rapport with customers and their reference selling sh
ould be focused.
• Marg needs to hold a meeting with especially those users who at present
are using competitors software by a small gathering and make them aware about f
unctionalities which are at par with others.
• People have weak software’s and are already dissatisfied with the servic
e .We are strong in this sector if we improve the strength of our task force an
d the technical support we can capitalize many untapped markets.
• At least a team of 5 members should be deployed in every part as the cus
tomer base is huge and the time constraint can make the situation tougher with l
ess no. of technical staff.
• The people have a good liking for the software and are especially impres
sed with the purchase import facilities and the payment tagging facilities which
are the highlights of our software.
• Our major weakness in this sector is that we have too many features and
the customer segment there wants a much simplified version of our software.
• The dealers are good but needs to be more aggressive in his approach.
• The drawbacks of the other soft ware’s which we found was that data los
s, rounding off of the digits in the balance sheet, the items which have been no
t sold for long does not give them the expiry date which maximizes their losses.
• The major drawbacks of other software’s is that for any function to be o
perated they have to go through a lot of hassle to work with.
• This is our strength as our software is user friendly and very easy to v
iew and to work with.
• The people who are working in the manual mode need to be told that they
can negotiate with the prices and the job of convincing them is done.
• The competitor’s feel that we cannot sustain in the market by giving dis
counts although they agree that we are the best when it comes to software and it
s benefits.
• On the whole the buzz for MARG is good and it will soon catch up with th
e pace at which things are going.
• At the point of delivering service the main motive of marketing is forgo
tten.
• The dealer has to keep on persisting with the point that the service tha
t they are providing is better than that of UNISOL and CONCEPT and that their so
ftware is also better competition and feature wise.
• The word of mouth publicity has to be infused in our customer that is a
dealer’s job.
• UNISOL is the nationwide competitor for MARG & they are spreading in oth
er states.
• The At par features should be high lightened to customers & proper diffe
rentiation should be made between UNISOL & MARG.

CONCLUSION
Now a day’s computerization has become a need of every person whether it’s a chi
ldren at home or a pharmaceutical stockiest. Just by using a software you can ma
ke your work hassle free & less time consuming. We can see the case of Pharmacy
Sector that just by using the software a shopkeeper can keep the whole record of
clients credit, journal entries, bank reconciliation statement, stock maintenan
ce. Earlier it was very tedious job for a shopkeeper to maintain all its records
but now a days everything is available at your fingertip.
Only MARG Chemist Software which is designed to handle every needs of a Chemist
Shop / Pharmacy in most efficient way. The Summer training was all the more inte
resting as I had to travel to different places with a strong marketing team. Wor
k was not the only thing we did, our project Guide Mr. Sudheer Singh understands
very well, how to maintain a healthy work environment . He was in regular touch
with all of us and guided us through-out our tour. To keep the motivational lev
els up he also joined us In Rajasthan where he inspired us to work even harder.
He also accompanied us to various tourist destinations in Jaipur. We moved to di
fferent cities in team consisting of 8 interns, 3 technical persons of the compa
ny namely Mr.Rahul S.Gill , Mr. Amit Kaushik, Mr. Rajesh Kaushik and a finance
manager Mr. Vikas Rana for managing the expenses.
After, the completion of this project I came to know about several aspects of se
rvice industry. How a service can determine the growth of company is very well c
lear from the report. If a service person does not deliver the service on time &
 satisfactory enough then it will create a bad word of mouth in the market. This
report clearly shows about the service gap & service failure in various cities.
This report clearly tells that MARG is number one in software in terms of volum
e sales. So, in order to sustain on that position they need to strengthen their
service facilities. Apart from customer relationship management & competitors an
alysis I also researched about service personnel because it’s the people only wh
o makes the difference.
ANNEXURE
The Questionnaire for customer’s S/w customization and customer relationship ana
lysis had a fixed pattern which the customer was supposeill. Some of the Questi
ons are given below.
S.No. Features You are using Using Want to Use Remarks
1 Online Billing
2 Online Accounting
3 Which S/W used by your accountant
4 Purchase Reorder management system
5 Bank reconsilation
6 Payment tagging
7 P.D.C Management system
8 Cheque Bounce & Auto charge bank charges to party
9 Advance cheque management
10 Purchase feeding manual/Import from soft copy provided by your supplier
11 Part Company wise Returns& Brkage Expiry
12 SMS / E-Mail facility
13 Reserve level (Holding stock level for retailers)
14 Stock & sales on Hard Copy/Through Internet
15 Use Power/Boundation to Control pilferage
16 Cash Flow /Fund Flow, Budget, Cost Centers & Target Planning
17 Do you read up upgradations on regular basis
18 Did you open MARG s website
19 Time duration of service Rectification 24 hrs[ ] 48 hrs[ ]
Other [ ]
Please Specify----------------------------------------------------------
------------------------------
20 Do you think Price paid for the S/W is worth? Yes[ ] No [ ] Cant say
[ ]
21 How is the Behaviour of the service person? Good[ ] Average[ ]
Poor[ ]
Please Specify----------------------------------------------------------
------------------------------

DID You know MARG has

22 ISO 9001:2000 Certification YES[ ] No[ ]
23 of rich experience YES[ ] No[ ]
24 100+ Service centers all over india to provide personalized services
YES[ ] No[ ]
25 3,500 + customers and Increasing YES[ ] No[ ]
26 400+ Service executives YES[ ] No[ ]
27 MARG is the only Pharmaceutical S/W to open its office Abroad
YES[ ] No[ ]
28 Winner of the Best Pharmaceutical S/W Award YES[ ] No[ ]
29 Marg is the only s/w which can run both in DOS and Windows
YES[ ] No[ ]
Did you know the new features of MARG
30 Stock & sales Statements on Net YES[ ] No[ ]
31 Send Stock & Ledger details through internet YES[ ] No[ ]
32 Send Bill in Soft copy and Import Purchase Facility YES[ ]
No[ ]
33 Multi Firm Product billing at the same time YES[ ] No[ ]
34 Export any report to Exel/Word YES[ ] No[ ]
35 Import Purchase and sales return brkage/ Exp from any format
YES[ ] No[ ]
36 Are you aware of the MARGs Other S/W YES[ ] No[ ]
37 If not using S/W want demo of MARG Time for Demo-------------------
-----
38 Any suggetion for Marg --------------------------------------
39 Any Comments or Feedback --------------------------------------
40 References --------------------------------------
41 How much time do you spend on different Media T.V.[] News Paper[]
Magzines[]
42 How is the behaviour of the surviour Good[] Average[] Poor[]
Continued……
BIBLIOGRAPHY
1) WWW.MARGCOMPUSOFT.COM
2) WWW.UNISOL.COM
3) MAGAZINES
4) NEWSPAPERS
5) WWW.GOOGLE.COM
6) WWW.WIKIPEDIA.COM