PROJECT ON

DIGITAL MARKETING OF PAYTM

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 INDEX

CONTENTS:-

Introduction:-
1. Objectives of study
2. About the organization
3. Scope of the study
4. Need of the study

- Conceptual framework
- Research methodology
- Analysis and findings
- Recommendations

- Limitation of
study
Bibliography

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SUMMARY

Paytm already claims to be India’s largest mobile payments platform, with most of its
revenue coming from payments for utility bills, app downloads, and online purchases.
The Alibaba-backed company, however, is eager to find new growth areas for its
business and, like many other Asian e-commerce companies, is honing in on O2O
commerce.
The acronym, which stands for both online-to-offline and offline-to-online business,
refers to strategies to get more online shoppers into brick-and-mortar businesses or, on
the flipside, to convince people who prefer physical transactions to try out online
commerce and payments for the first time.
Earlier this month, Paytm acquired local services marketplace Near.in, the first of
several O2O acquisitions it plans to make. Before that, it also invested in deliveries
startup Jugnoo and Little, an app that helps people find deals at stores in their
neighborhoods, and signed partnerships with BookMyShow and Zomato to offer
services like ticket booking, restaurant reservations, and food deliveries.
Near.in is Paytm’s first acquisition in the services sector. Its mobile wallet was already
used by many small businesses, and Near.in’s site will make it easy to manage their
clients and payments, says Paytm founder and chief executive officer Vijay Shekhar
Sharma. Most service providers, especially those who make home visits like plumbers,
still prefer to take cash, but Sharma believes the Indian market will follow China,
where Alipay Wallet (the mobile payments service owned by Alibaba) is used for
utility bills, taxi fares, payments in offline shops, and even “red envelopes,” or gift
money, and is seen as a convenient alternative to credit cards.
In India, Paytm also wants to position itself as a better option than credit cards, which
are slowly gaining in popularity but still used by relatively few Indian consumers.
Sharma believes Indians will prefer to use Paytm for small purchases because it doesn’t
charge processing fees (instead, it makes money by taking commissions from telecoms
on its platform) and the app is faster to use than credit card readers. Furthermore,
mobile payments make it easier to pay very small payment amounts, like 67 rupees,
instead of rounding them off, giving it an edge over cash since providers don’t have to
carry tons of change.

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“In India’s economy, every rupee matters. You don’t want to pay tips, anything extra.
A significant number of Indians don’t have very high per capita income, so every rupee
matters and they barter for everything,” says Sharma.

Combined with its e-commerce marketplace, Paytm’s O2O aspiration may make it
seem like Paytm is becoming a direct competitor to Indian’s three biggest e- commerce
leaders, Flipkart, Amazon India, and Snapdeal. In fact, none of those sites have
integrated Paytm as a payment option (even though there are workarounds), and all
three offer their own online wallet services.
Sharma, however, says that the Paytm’s goal is to create more use cases for its mobile
wallet, so customers get accustomed to using it for almost everything they need to pay
for. He adds that about 60 to 70 percent of e-commerce shipments are still cash on
delivery, so if Paytm becomes ubiquitous enough, companies may eventually have to
accept it if they want to encourage more shoppers to make online payments.
“Our market share is now 70 percent and now we want to get into the offline space by
working with businesses that are offline and haven’t been able to build traction online.
We can bring payments to them,” says Sharma.

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 INTRODUCTION

INTRODUCTION TO THE TOPIC

Paytm is an Indian electronic payment and e-commerce brand based in Delhi NCR,
India. Launched in August 2010. It is the consumer brand of parent One97
Communications. The name is an acronym for "Pay Through Mobile." The company
employs over 13,000 employees as of January 2017. It has over 5 million offline
merchants across India. It also operates the Paytm payment gateway and the Paytm
Wallet.

Among other sources of funding, in 2015, Paytm became the first Indian company to
receive funding from Chinese eCommerce company Alibaba, after it raised over
$625 million at a valuation of $1.5 billion. The Alibaba Group was the biggest
stakeholder in Paytm parent company One97 Communications.

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 OBJECTIVE OF THE STUDY

1. To study the growth of Digital Marketing.

2. To know the right way of writing a proper content for the E-mailers.
3. To Study the role of digital marketing at Paytm.
4. To study the different criteria of digital marketing services.
5. To analyze the approach which help them to get more business.
6. To understand the element in digital media.
7. To understand the effectiveness of branding through digital media.
8. To understand the effort behind fulfillment of brands objective through
campaigns
9. To choose appropriate media for communication
10. To maintain relationship with clients

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 SCOPE OF THE STUDY

The study will help the organization

 To know the present condition of digital marketing at Paytm.
 To know the expectation of employees towards digital marketing
programmes.
 To know the willingness of employees towards digital marketing
programmes.

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 COMPANY PROFILE

Paytm is India’s largest mobile commerce platform. Paytm started by offering mobile
recharge and utility bill payments and today it offers a full marketplace to consumers
on its mobile apps. We have over 100mn registered users. In a short span of time Paytm
has scaled to more than 60 Million orders per month.Paytm is the consumer brand of
India’s leading mobile internet company One97 Communications. One97 investors
include Ant Financial (AliPay), SAIF Partners, Sapphire Venture and Silicon Valley
Bank.We strive to maintain an open culture where everyone is a hands-on contributor
and feels comfortable sharing ideas and opinions. Our team spends hours designing
each new feature and obsesses about the smallest of details.

Our Vision

“A company is worth the company it keeps.” – Vijay Shekhar Sharma

We are on the road to making an enormous impact to the economic foundation of the
country. We want millions to accompany us and benefit from this journey. We
want to make a positive difference by empowering the lives that we touch.

Our Approach

We intend to reach every inch of the country and en-route, empower small enterprises.
We commit to operate in an economically, socially and environmentally responsible
manner. We hope to use our influence to garner financial & other support for disaster
victims & the underprivileged.

We do our best to compensate negative effect on the environment. We wish to share

our technical knowledge with the deserving to empower them.

We believe in providing equal opportunity for all our people, as well as those whom
we come across in our course of work.

Awards

 2016

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 Vijay Shekhar Sharma wins ET Panache Trendsetting Entrepreneur
Award

Vijay Shekhar Sharma chosen as Entrepreneur of the Year at ET Awards

for Corporate Excellence.

Vijay Shekhar Sharma named Businessman of the Year at GQ Men of the

Year Awards.

Paytm wins the Mobile Wallet Provider of the Year Award in the B2C
category at the Frost & Sullivan Awards Ceremony.

Paytm receives ET Telecom Game Changer of the Year Award for 2015.

NDTV Indian of the Year Award for Paytm CEO Vijay Shekhar Sharma.

 2015

Paytm won NDTV Cisco Digitizing India Awards for Disruptive Digital
Innovator.

Vijay Shekhar Sharma featured in Economic Times "India's Hottest

Business Leader under 40"

Paytm won the Frost & Sullivan India ICT Award for Mobile Commerce
Company of the Year in B2C segment.

One97/Paytm recognized among Smart Innovators of 2014 at the Inc India

Awards.

Vijay Shekhar Sharma recognized among the most Innovative CEOs of

2014 by Inc India.

Paytm Wallet gets the Best Digital Wallet Award at IAMAI' India Digital
Awards in Delhi on 15th Jan 2015

 2014

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 Paytm App gets featured in Apple App Store’s Best of 2014 in the
Mobile/DTH Recharge & Shopping Category

Paytm is the winner of Indian Express IT Award in Mobility Solutions

2014

Paytm App is a finalist at the international Meffys in Consumer Trust

category

Gold Winner at the MMA Smarties in the Mobile App category

Silver Winner at the MMA Smarties in the mCommerce category

Among Delhi/NCR’s Top 50 Brands at a celebration by Paulwriter

Best Mobile Money product at the 4th India Digital Awards

 2013

Knowledge Faber Best Mobile Wallet Program Award

Special mention in m Billionth Awards in mCommerce/mBusiness category

Gold Winner at the MMA Smarties for mCommerce

 2012

Most Innovative Startup of the Year at the Entrepreneur India event by

Franchise India

Our Partners

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 

Movie Tickets
The following Terms of Use (“Terms”) are a binding agreement between you and
One97 Communications Ltd. By registering for or using the site or the
platform/network, you agree to be bound by these terms. If you do not accept these
terms, please do not use the site or the platform/network. As Paytm is a
site/platform/network owned by One97 Communications Ltd. hence all the rights,
benefits, liabilities & obligations under the following terms & conditions shall accrue
to the benefit of One97 Communications Ltd (“One97”). One97 is an intermediary
within the meaning of the Information Technology Act, 2000 and the rules thereunder
and merely facilitates the Transaction between the Merchant i.e. Cinema Owner and
the Customer. One97/Paytm does not at any point of time during any transaction
between Customer and Cinema Owner, take the ownership of any of the
products/services provided by Cinema Owner nor does it at any point asserts any rights
or claims over the products/services offered by Cinema Owner to Customer. In using
the online ticketing platform, you explicitly agree and acknowledge that:

 Bookings for the Tickets once made by you cannot be cancelled, exchanged or
refunded.
 Your booking confirmation will be sent via an email and SMS. For E-tickets
email confirmation you need to print and present the same at the ticket counter
in order to avail a physical ticket from the Cinema Box Office.
 To collect the tickets from the Cinema Box Office, it is mandatory to present
the debit/credit card has been used to book tickets along with the booking
confirmation (SMS/Computer printout). The holder of a physical ticket is
deemed to be the owner of the ticket.
 A convenience fee per booking in respect of the Ticket is levied on all tickets
booked by you online. Kindly check once before you make the booking.
 As per the Cinema Owner’s terms and conditions, you need to make the
bookings for the tickets in respect of the children above the age of 3 years.

14
 As per the Cinema Owner’s terms and conditions, in case a physical ticket is
lost or misplaced, a duplicate ticket cannot be issued.
 If the Cinema owner cancels the show, One97/Paytm will not be held
responsible for the same. In such cases, One97/Paytm will automatically issue
a refund within 48 hours for the movie tickets booked on Paytm to the
Customer’s Paytm wallet.
 The customer should report booking issues like non-receipt of confirmation
number (in the form of a confirmation SMS or email) after submitting payment
information, or if they experience an error message or service interruption after
submitting payment information to Paytm Customer Care. Paytm will not be
responsible for any losses occurred in the process.
 Please add [email protected] to your address book to ensure email delivery
in your inbox
 By making a Booking, You agree, undertake to adhere to and comply with the
terms and conditions of respective Cinema Owners in respect of all the
bookings made by you for the tickets through the Paytm Platform.
 As per the Cinema Owner’s terms and conditions, Outside food and beverages
are not allowed inside the cinemas premises.
 We may share your telephone numbers with our service providers (such as
Cinema Box office, cinema owners) who we have contracted with to assist us
in pursuing our rights or performing our obligations under the User Agreement,
our policies, or any other agreement we may have with you. These service
providers may also contact you using autodialed or prerecorded messages calls
and/or SMS or other text messages, only as authorized by us to carry out the
purposes we have identified above, and not for their own purposes.
 By accepting the terms and conditions, you accept that One97/Paytm may send
the alerts to the mobile phone number/ email provided by you while registering
for the Service or to any such number replaced and informed by you.
 Notwithstanding anything to the contrary contained herein, neither One97 nor
its affiliated companies, subsidiaries, officers, directors, employees or
Merchants or any related party shall have any liability to you or to any third
party for any indirect, incidental, special or consequential damages or any

15
 loss of revenue or profits arising under or relating to these terms, the site or the
offerings, even if any of said parties had been advised of, knew of, or should
have known of the possibility of such damages. To the maximum extent
permitted by law, our maximum aggregate liability to you for any causes
whatsoever, and regardless of the form of action (whether liability arises due
to negligence or other tort, breach of contract, violation of statute,
misrepresentation or for any other reason), will at all times be limited to INR
one hundred (INR 100). To the maximum extent permitted by law, you waive,
release, discharge and hold harmless One97, its affiliated and subsidiary
companies, and each of their directors, officers, employees, and agents, from
any and all claims, losses, damages, liabilities, expenses and causes of action
arising out of your use of the online platform.
 Jurisdiction and dispute resolution: These terms shall be governed by, and
construed in accordance with, the laws of India, without reference to principles
of conflicts of law. The parties agree that the courts of New Delhi shall have
exclusive jurisdiction over any dispute arising from or relating to these Terms,
the Platform/Network or the Site. You expressly consent to the personal
jurisdiction of said courts and waive any objection to such personal jurisdiction
based on forums non convenience or any other basis.

Theme / Water / Amusement Parks

The following Terms of Use (“Terms”) are a binding agreement between you and
One97 Communications Ltd. BY REGISTERING FOR OR USING THE SITE OR
THE PLATFORM/NETWORK, YOU AGREE TO BE BOUND BY THESE TERMS.
IF YOU DO NOT ACCEPT THESE TERMS, PLEASE DO NOT USE
THE SITE OR THE PLATFORM/NETWORK. As Paytm is a site/platform/network
owned by One97 Communications Ltd. hence all the rights, benefits, liabilities &
obligations under the following terms & conditions shall accrue to the benefit of One97
Communications Ltd (“One97”). One97 is an intermediary within the meaning of the
Information Technology Act, 2000 and the rules thereunder and merely facilitates the
Transaction between the Merchant i.e. Theme Park / Water Park / Amusement Park
and the Customer. One97/Paytm does not at any point of time during any transaction
between Customer and Merchant i.e.,Theme Park / Water Park / Amusement Park,
take the ownership of any of the products/services

16
provided by the Merchant nor does it at any point asserts any rights or claims over the
products/services offered by the Merchant to Customer. In using the online ticketing
platform, you explicitly agree and acknowledge that: Bookings for the Tickets once
made by you cannot be cancelled, exchanged or refunded.

 Your booking confirmation will be sent via an email and SMS. For E-tickets
email confirmation you need to print and present the same at the ticket counter
in order to avail a physical ticket / bands from the ticket counter.
 One97 / Paytm will not responsible for any loss, damage or injury sustained by
the customer at the Theme Park / Water Park / Amusement Park premises
 One97 / Paytm will not be responsible if certain activity(ies), rides / slides and
attractions are not functional on any particular day.
 The Customer by virtue of purchase of this booking agrees that he/she is in
good health and acknowledges for the risk that are applicable while taking
suchactivity/ies, rides / slides and attractions and Paytm shall will not be
responsible for the same.
 To collect the tickets from the ticket counter, it is mandatory to present the
debit/credit card has been used to book tickets along with the booking
confirmation (SMS/Computer printout). The holder of a physical ticket is
deemed to be the owner of the ticket.
 A convenience fee per booking in respect of the Ticket may be levied on the
tickets booked by you online. Kindly check once before you make the booking.
 You need to make bookings for the tickets in respect of the children (of certain
age or height) as per the Theme Park / Water Park / Amusement Park terms and
conditions.
 As per the Theme Park / Water Park / Amusement Park terms and conditions
In case a physical ticket / band is lost or misplaced, a duplicate ticket cannot be
issued.
 If the Theme Park / Water Park / Amusement Park cancels the show,
One97/Paytm will not be held responsible for the same. In such cases,
One97/Paytm will automatically issue a refund within 96 hours from the event
date for the tickets booked on Paytm to the Customer’s Paytm wallet.

17
 The customer should report booking issues like non-receipt of confirmation
number (in the form of a confirmation SMS or email ) after
submitting payment information, or if they experience an error message or
service interruption after submitting payment information to Paytm Customer
Care. Paytm will not be responsible for any losses occurred in the process.
 By making a Booking, You agree, undertake to adhere to and comply with the
terms and conditions of respective Theme Park / Water Park / Amusement Park
in respect of all the bookings made by you for the tickets through the Paytm
Platform.
 As per the Theme Park / Water Park / Amusement Park terms and conditions
Outside food and beverages are not allowed inside the premises.
 We may share your telephone numbers with our service providers (such as
Theme Park / Water Park / Amusement Park owners / ticket counter) who we
have contracted with to assist us in pursuing our rights or performing our
obligations under the User Agreement, our policies, or any other agreement we
may have with you. These service providers may also contact you using
autodialed or prerecorded messages calls and/or SMS or other text messages,
only as authorized by us to carry out the purposes we have identified above,
and not for their own purposes.
 By accepting the terms and conditions the you accept that One97/Paytm may
send the alerts to the mobile phone number/ email provided by you while
registering for the Service or to any such number replaced and informed by
you.
 Notwithstanding anything to the contrary contained herein, neither One97 nor
its affiliated companies, subsidiaries, officers, directors, employees or
Merchants or any related party shall have any liability to you or to any third
party for any indirect, incidental, special or consequential damages or any loss
of revenue or profits arising under or relating to these terms, the site or the
offerings, even if any of said parties had been advised of, knew of, or should
have known of the possibility of such damages. To the maximum extent
permitted by law, our maximum aggregate liability to you for any causes
whatsoever, and regardless of the form of action (whether liability arises due
to negligence or other tort, breach of contract, violation of statute,
misrepresentation or for any other reason), will at all times be limited to INR
18
 one hundred (INR 100). To the maximum extent permitted by law, you waive,
release, discharge and hold harmless One97, its affiliated and subsidiary
companies, and each of their directors, officers, employees, and agents, from
any and all claims, losses, damages, liabilities, expenses and causes of action
arising out of your use of the online platform.
 Jurisdiction and dispute resolution: These terms shall be governed by, and
construed in accordance with, the laws of India, without reference to principles
of conflicts of law. The parties agree that the courts of New Delhi shall have
exclusive jurisdiction over any dispute arising from or relating to these Terms,
the Platform/Network or the Site. You expressly consent to the personal
jurisdiction of said courts and waive any objection to such personal jurisdiction
based on forums non convenience or any other basis.

Paytm

Parent Company One97 Communications

Category Ecommerce – Online payments

Sector IT & Technology

Tagline/ Slogan Paytm karo

Online payment systems with high customer base and

USP acceptance

STP

People with smartphones looking for cashless payment

Segment transactions

Target Group Urban tier1 tier2 cities- young and middle aged people

Paytm can be used as an alternate for cash to make

Positioning payments for daily basic needs

SWOT Analysis

Strengths 1. Paytm has got extremely high brand awareness across

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 India

2. Paytm was able to scale up its business quickly after

demonetization

3. Offers multiple cashback options to customers

4. Paytm is largely accepted by merchants across India,

which has helped the brand grow

5. Strong marketing campaigns have helped spread brand

awareness

6. Word of mouth of cashless transactions and ease of use

has been accepted well by the people

7. Strong investments from Ratan Tata, Alibaba group etc

have strengthened Paytm's position

1. Audience in India is less the savvy as majority consider

cash as primary currency

Weaknesses 2. Paytm has diversified too much

1. Paytm can cater to a larger audience with some offline

presence as well

2. Paytm can educated customers on accepting cashless

transactions and online payments which would in turn
boost their customer base

3. Offer more banking services along with online

Opportunities payment options

1. Banks offering ewallets on their saving accounts

Threats 2. Security and privacy of user is a concern for Paytm

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Competition

1. Freecharge

2. Mobikwik

3. Airtel Money

Competitors 4. JioMoney

Marketing Mix Of Paytm – Paytm Marketing Mix

Pay Through Mobile is simply referred as Paytm and it is associated with e- commerce
industry. It is of Indian origins and was founded in the year 2010 by its founder Vijay
Shekhar Sharma. Paytm is a subsidiary of its owner company One97 Communications
but a major part of its share is also owned by Alibaba Group from neighbouring
country China. Paytm has targeted each and every person irrespective of age, income,
gender or status as its target customer because it wants to penetrate in every nook and
corner of India. Some of its major competitors are as follows-

JioMoney
Airtel Money
Mobikwik
Freecharge

Product in the Marketing Mix Of Paytm :

Paytm is actually a payment system via the electronic-commerce medium. It started its
operations as a B2B organisation but realised the importance of customer participation
and opened B2C option also. Paytm offered mobile recharging and later added bill
payment like payment of DTH, electricity and broadband along with e- commerce to
its portfolio.

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In the year 2015, it ventured towards new horizons and added travel booking for busses
and in the year 2016 for movies in partnership with Cinepolis. It acts as a portal to shop
for multiple products from apparel to electronic items. Paytm has increased its
operations to include services like booking air tickets, taxis and payment at petrol
pumps.

The government is propagating cashless economy system and this endeavour will be a
step in right direction. Payments bank will be opened and it will attain a separate entity
with the founder of Paytm Vijay Shekhar Sharma, One96 Communication and its
subsidiaries holding 51%, 30% and 10% respectively. Paytm has gained approval from
Bharat Bill Payment System and users can easily pay bills through this medium from
now onwards.

Marketing Mix Of Paytm

Place in the Marketing Mix Of Paytm :

Paytm has a Pan-India presence and has set up its headquarters base at Noida in Uttar
Pradesh. It is actually a platform that can be used easily by anybody and everybody at
his/her convenience. Paytm launched a toll-free number which is first of its kind and
was at that point of time unheard of. 1800-1800-1234 was a simple number that was
used for recharges. Paytm was launched as a recharge website via a mobile application.
It can be accessed via browser and its app is also on iOS, Windows and Android
operating systems. Paytm Wallet was launched in the year 2014 and it became largest
service portal for mobile payment in India. By the end of November 2016, 150 million
and 75 million wallets and Android-based apps were downloaded respectively. It has
signed a deal with InMobi, one of the largest portals in online industry to increase its
user base.
Price in the Marketing Mix Of Paytm :

Paytm is a medium which helps to pay bills in an easy manner without going to that
related office and standing in the queue for payments. It has become one of the most
successful ventures related to online payment. In the year 2015 Reserve Bank of India
granted it a license to start first payment bank in India. The intention of the bank is to
use existing user-base of Paytm to offer diversified new services like
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online transfer, savings account, online banking and debit cards. Paytm has become
easy-to-use and innovative interface and this has been possible because of its features
as well as its pricing policy. The company was the first to start a trend of cashback and
instead of discounts they offered a money back in wallets.
Promotions in the Marketing Mix Of Paytm :

Paytm has adopted an aggressive and unique marketing policy to create better brand
visibility. They initiated net banking and launched several schemes and offers as part
of their promotions. Ad campaigns were shown via multiple channels on radio,
television, newspapers, magazines and billboards. It also relied heavily on mouth
publicity. Demonetization of currency notes worked heavily in its favour and garnered
huge publicity and an increase in active users. Paytm is the title sponsor for every
cricket series in India hosted by BCCI for four years since the year 2015. It is the
recipient of several accolades and awards like Disruptive Digital Innovator Award in
the year 2015 and The Most Innovative Company of the year 2014.

Marketing Mix of Paytm analyses the brand/company which covers 4Ps (Product,
Price, Place, Promotion) and explains the Paytm marketing strategy. The article
elaborates the pricing, advertising & distribution strategies used by the company.

Product:
Paytm is a leading online payment company and an ecommerce portal based out of
India. Paytm offers various products & services in its marketing mix like ewallet,
online shopping etc. The name Paytm is a short form for pay through mobile.
Customers can access the portal on computers and apps on their smartphones for
making online payments like mobile recharge, bills, shopping etc. Paytm wallet
enables customers to pay bills like electricity, recharge their mobile numbers, pay for
DTH services, pay at restaurants, book air tickets, movie tickets etc. Paytm basically
empowers the customers to make payments instead of using cash or debit / credit cards.
Payments bank from Paytm enable customers to have bank accounts like any other
bank and have access to services like debit card, savings account etc.

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Price:
Paytm is a free to use service as it is a medium through which customers can make
payments for the other services which they avail. The foundation of payment was
because of series of investments they received. Indian business tycoon had invested in
Paytm as a personal investment in the brand. After this, a funding of $575 million was
received by Paytm from China's leading business group Alibaba. Paytm also received
funding from Taiwan based Mountain Capital. These huge fundings enables the
company to get new customers on board and give them free service. Paytm is also
parallely giving discounts and offers to promote its online shopping ecommerce portal.
This gives an insight in the pricing strategy in its marketing mix. There are many other
apps and tech companies similar to Paytm but none of its competitors have a market
share as strong as it has. Paytm earns its revenue from commission which happen on
the transactions. Also, money deposited and stored in the ewallets are also used to
generate income through interest.

Place:
Paytm, like any other app or website, is accessible everywhere through a smartphone
or laptop having internet connectivity. The Paytm office is headquartered in Noida,
India. The service is currently serving the Indian consumers and is available
throughout the country for making payments and shopping. Paytm is widely accepted
as a mode of payment across various industries, sectors and geographies. Several
restaurants, groceries, supermarkets, hotels etc all accept Paytm as a part of payment.
Ticketing houses and tour operators use Paytm's service for rail, plane, bus ticketing.
All these show the extensive reach of the service, which is widely accepted by vendors
and customers alike. Paytm has also launched services in Canada.

Promotion:
Paytm has been aggressively advertising itself as a part of its marketing mix. Ad
campaigns of Paytm are been showcased through TV commercials, online ad banners,
billboards, print media like newspapers, magazines etc. These have enabled Paytm to
become a household name, with a catchy phrase of "Paytm karo". Apart from this, the
company has also been actively involved in sponsorship of several events,
competitions etc which have given the brand tremendous visibility. Paytm has also
been roped in as the official sponsor and partner of the Indian cricket team,

24
which would give huge publicity and visibility to the brand across the world. Retailers,
grocery stores and supermarkets accepting Paytm as a mode of payment also display
wall hangings and posters, which give the brand a strong visibility.

Since this is a service marketing brand, here are the other three Ps to make it the 7Ps
marketing mix of Paytm.

People:
Paytm, being a service brand, gives importance to its people ie its customers as well
as its employees. More than 13000 people are employed with Paytm as a part of its
strong people strategy in its marketing mix. Apart from employees, more than 3
million merchants accept Paytm as a mode of payment. The company has grown in
leaps and bounces as it has in excess of 75 million app downloads. Also, more than
150 million people actively use Paytm wallets for making online transactions.

Process:
Paytm has several business interface and customer friendly processes for the ease of
doing transactions. The basic process of using Paytm is as follows. Once a user has
registered with Paytm, they have to transfer some money using netbanking, credit/
debit cards, IMPS or other ways mentioned from their bank. Once the money is the
Paytm wallet, codes and numbers of vendors are used to transfer e-money from
customer to vendor. As the brand is new and is growing rapidly, it had also focused on
customer service processes.

Physical Evidence:
Paytm's physical evidence is the presence of the brand with customers and merchants.
The app installed in smartphones is the biggest physical evidence for Paytm as the app
interface is the most critical moment of truth for the customer for making payments
and vendor for receiving the payments.

25
 LITERATURE REVIEW

As the digital marketing landscape continues to grow at a rapid pace, marketers are
faced with new challenges and opportunities within this digital age.

The Digital Marketing Course is an initiative designed to educate students in the area
of Digital Marketing.

Students that plan to undertake the Google Online Marketing Challenge are
encouraged to complete the Digital Marketing Course, as the skills learned in this
course will help shape your advertising goals and strategy for the Google Online
Marketing Challenge.

The way in which digital marketing has developed since the 1990s and 2000s has
changed the way brands and businesses utilize technology and digital marketing for
their marketing. Digital marketing campaigns are becoming more prevalent, as digital
platforms are increasingly incorporated into marketing plans, and as people use digital
devices instead of going to physical shops.

Digital marketing activities are search engine optimization (SEO), search engine
marketing (SEM), content marketing, influencer marketing, content automation,

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campaign marketing, and e-commerce marketing, social media marketing, social
media optimization, e-mail direct marketing, display advertising, e–books, optical
disks and games, and any other form of digital media. It also extends to non-Internet
channels that provide digital media, such as mobile phones (SMS and MMS), callback
and on-hold mobile ring tones.

The whole idea of digital marketing can be a very important aspect in the overall
communication between the consumer and the organisation. This is due to digital
marketing being able to reach vast numbers of potential consumers at one time.

Another advantage of digital marketing is that consumers are exposed to the brand and
the product that is being advertised directly. To clarify the advertisement is easy to
access as well it can be accessed any time any place.

However, with digital marketing there are some setbacks to this type of strategy. One
major setback that is identified, is that Digital marketing is highly dependent on the
internet. This can be considered as a setback because the internet may not be accessible
in certain areas or consumers may have poor internet connection.

27
As well as digital marketing being highly dependent on the Internet is that it is subject
to a lot of clutter, so it marketers may find it hard to make their advertisements stand
out, as well as get consumers to start conversations about an organisations brand image
or products.

As digital marketing continues to grow and develop, brands take great advantage of
using technology and the Internet as a successful way to communicate with its clients
and allows them to increase the reach of who they can interact with and how they go
about doing so,. There are however disadvantages that are not commonly looked into
due to how much a business relies on it. It is important for marketers to take into
consideration both advantages and disadvantages of digital marketing when
considering their marketing strategy and business goals.

An advantage of digital marketing is that the reach is so large that there are no
limitations on the geographical reach it can have. This allows companies to become
international and expand their customer reach to other countries other than the country
it is based or originates from.

As mentioned earlier, technology and the internet allows for 24 hours a day, 7 days a
week service for customers as well as enabling them to shop online at any hour of that
day or night, not just when the shops are over and across the whole world. This is a
huge advantage for retailers to utilise it and direct customers from the store to its online
store. It has also opened up an opportunity for companies to only be online based rather
than having an outlet or store due to the popularity and capabilities of digital
marketing.

Another advantage is that digital marketing is easy to be measured allowing businesses

to know the reach that their marketing is making, whether the digital marketing is
working or not and the amount of activity and conversation that is involved.

With brands using the Internet space to reach their target customers; digital marketing
has become a beneficial career option as well. At present, companies are more into
hiring individuals familiar in implementing digital marketing strategies

28
and this has led the stream to become a preferred choice amongst individuals inspiring
institutes to come up and offer professional courses in Digital Marketing.

A disadvantage of digital advertising is the large amount of competing goods and

services that are also using the same digital marketing strategies. For example, when
someone searches for a specific product from a specific company online, if a similar
company uses targeted advertising online then they can appear on the customer’s home
page, allowing the customer to look at alternative options for a cheaper price or better
quality of the same product or a quicker way of finding what they want online.

Some companies can be portrayed by customers negatively as some consumers lack

trust online due to the amount of advertising that appears on websites and social media
that can be considered frauds. This can affect their image and reputation and make
them out to look like a dishonest brand.

Another disadvantage is that even an individual or small group of people can harm
image of an established brand. For instance Dopplegnager is a term that is used to
disapprove an image about a certain brand that is spread by anti-brand activists,
bloggers, and opinion leaders. The word Doppelganger is a combination of two
German words Doppel (double) and Ganger (walker), thus it means double walker or
as in English it is said alter ego. Generally brand creates images for itself to emotionally
appeal to their customers. However some would disagree with this image and make
alterations to this image and present in funny or cynical way, hence distorting the brand
image, hence creating a Doppelganger image, blog or content (Rindfleisch, 2016).

Two other practical limitations can be seen in the case of digital marketing. One, digital
marketing is useful for specific categories of products, meaning only consumer goods
can be propagated through digital channels..Industrial goods and pharmaceutical
products can not be marketed through digital channels. Secondly, digital marketing
disseminates only the information to the prospects most of whom do not have the
purchasing authority/power. And hence the reflection of digital marketing into real
sales volume is skeptical.

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SEO
Reach out to a wider audience through our tailor-made SEO strategies

PPC
Increase sales & inquiries with the help of our PPC experts

Social Media

Connect with your customers through our proven social media strategies

Web Development

We offer bespoke web development for businesses of all sizes and budgets

Training
Our experts can help train you and your team to manage and execute successful
digital marketing campaigns

Display Advertising

We can help your business get noticed through our display advertising campaigns

Web Analytics

Get an insight into how the people that visit your website behave and how to make
your website more profitable

Shopping Feeds

Show your products to a wider audience through Google, Yahoo and Amazon
shopping services

Copywriting
Our highly experienced copywriters can create content for all needs and purposes

Mobile
Our mobile services can help you optimise your website for Smartphone users

30
Email Marketing

Promote your products and services directly through our email marketing campaigns

Conversion Optimisation

We make sure your website is turning traffic into business as often as possible

Search Engine Optimization, or SEO, is an integral part of any digital marketing

strategy; a focused element of an overall holistic approach to driving customers
to your business via online platforms. In other words, marketing the modern way!

SEO is not an appropriate strategy for every website, and other Internet marketing
strategies can be more effective like paid advertising through pay per click (PPC)
campaigns, depending on the site operator's goals. A successful Internet marketing
campaign may also depend upon building high quality web pages to engage and
persuade, setting up analytics programs to enable site owners to measure results, and
improving a site's conversion rate. In November 2015, Google released a full 160 page
version of its Search Quality Rating Guidelines to the public, which now shows a shift
in their focus towards "usefulness" and mobile search.

SEO may generate an adequate return on investment. However, search engines are not
paid for organic search traffic, their algorithms change, and there are no guarantees of
continued referrals. Due to this lack of guarantees and certainty, a business that relies
heavily on search engine traffic can suffer major losses if the search engines stop
sending visitors. Search engines can change their algorithms, impacting a website's
placement, possibly resulting in a serious loss of traffic. According to Google's CEO,
Eric Schmidt, in 2010, Google made over 500 algorithm changes – almost 1.5 per day.
It is considered wise business practice for website operators to liberate themselves
from dependence on search engine traffic.

In addition to accessibility in terms of web crawlers (addressed above), user web

accessibility has become increasingly important for SEO.SEO is primarily concerned
with ensuring that your website ranks higher in search engine results, thereby driving

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more traffic to your site and potentially more business. However, while SEO used to
involve adding a few keywords to your site for search engines to find, SEO in 2015 is
far more multi-faceted and needs to be part of a wider digital marketing plan. Because
of this, many companies turn to website design and marketing experts such as Pronto
for support.

Create an SEO strategy?

Forget what you think you know about SEO and recognize too that it is not a static
solution. The rules are changing all the time as online behavior and capabilities
develop over time. Naively thinking you can just 'wing-it' or that you don't need to
think about SEO could stop you from reaching your full business potential. As well as
adapting you need a solid monitoring and tracking system in place for your SEO. Here
are a few points you need to consider when working out an SEO strategy:

 Who is your target market? – SEO today is not about just grabbing as much
traffic as possible but attracting potential customers who are interested in what
you have to offer. Think about demographics, what your market is searching
for and how, as well as where customers are located. The more finely-tuned
you can be on these basics, the more you can target your SEO effectively.
Google Analytics is a good place to start with your investigations!
 Mobile markets are bigger than desktops – You don't need statistics to show
you that the online mobile market has exploded in the past few years,
overtaking desktops last year. Optimization is about creating a website that fits
this new style of online browsing. If potential customers are looking for you
using mobile devices then make sure that you provide a quality user experience.
If you are not sure how your website measures up then you could simply try
out Google's Mobile-Friendly Test by entering your website URL.
 Search engines are expanding – When you think about search engines, do
you automatically think of Google? The tech giant has such a big share of the
market that 'Googling' has become a verb we use when we are searching online.
However, this is changing, with browsers looking at other search engines, such
as Firefox opting for Yahoo as its default. Search engine

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 DuckDuckGo has gained in popularity too for those who favor searches
without personalized tracking.
 Keywords need to correspond with ROI – Rather than focusing on one
keyword and using it to chase your website up the ranks, keywords are much
more about considering what your target market is actually tapping into the
search engine. Intent or long tail keywords require you to zoom in on what
users are doing, how, and when. Keywords are still relevant in SEO but they
need to be precise and throwing a smattering of keywords into the mix is not
enough.

Also, certain keywords may get many hits but are these the best hits? It is not
always about numbers but how these translate into conversions, revenue and
profitability. Don't measure keyword success in simple numbers but find out
what the ROI (Return on Investment) is for your SEO efforts.

 Clear website and quality content is king – A user-friendly website, with

clear navigation, SEO keywords and optimized with relevant, quality content
is what is really going to build up traffic. Each page needs to be built around
keyword themes, with unique content, so that search engines can crawl through
your site easily and rank you higher. You want your site to really respond to
what your potential customers are looking for, so keep the content natural and
focused; don't strangle the style and meaning of your site with keyword stuffing
which is a turn-off to search engines and users alike.
 Quality links count – In the old-days, not so long ago, the name of the SEO
game was link-building; getting as many links as possible out there on other
sites. Inbound or back links are still incredibly important and can act as a stamp
of legitimacy for your site. However, today it is all about quality not quantity,
with links on relevant sites potentially bringing in more referral traffic and
more users from your target group. The result? Better brand exposure and SEO
with greater opportunities for conversions.
 Social media has a pivotal role – Last, but my no means least, social media is
an evolving platform that has changed from a medium to share content only to
a viable marketing device. Users will often come to your website via social
media so to optimize your online presence, in line with SEO, you need to

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 create an up-to-date, engaging, and personalized approach that often steps
outside the realms of classic marketing campaigns.
 Monitor and track – A vital element of any SEO strategy is to follow how it
is working. Google Analytics or another analytics tool can provide valuable
data for understanding how changes affect your traffic volume and ultimately
your conversions. To be successful with your digital marketing strategy you
need to know what works and be able to quickly and effectively adapt if a
method is not working how you perhaps envisaged.

Online marketing such as PPC (Pay Per Click), email marketing, and relevant online
PR all need to work well and complement your SEO strategy. This means creating the
right balance between paid ads and organic SEO searches in the result pages, cross-
selling of content via relevant emails with keywords, and interesting press releases to
really boost brand awareness and increase visibility for your site too.

International markets
Optimization techniques are highly tuned to the dominant search engines in the target
market. The search engines' market shares vary from market to market, as does
competition. In 2003, Danny Sullivan stated that Google represented about 75% of all
searches. In markets outside the United States, Google's share is often larger, and
Google remains the dominant search engine worldwide as of 2007. As of 2006, Google
had an 85–90% market share in Germany. While there were hundreds of SEO firms in
the US at that time, there were only about five in Germany. As of June 2008, the market
share of Google in the UK was close to 90% according to Hit wise. That market share
is achieved in a number of countries.

As of 2009, there are only a few large markets where Google is not the leading search
engine. In most cases, when Google is not leading in a given market, it is lagging behind
a local player. The most notable example markets are China, Japan, South Korea,
Russia and the Czech Republic where respectively Baidu, Yahoo! Japan, Naver,
Yandex and Seznam are market leaders.

Successful search optimization for international markets may require professional

translation of web pages, registration of a domain name with a top level domain in

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the target market, and web hosting that provides a local IP address. Otherwise, the
fundamental elements of search optimization are essentially the same, regardless of
language.

Legal precedents
On October 17, 2002, SearchKing filed suit in the United States District Court,
Western District of Oklahoma, against the search engine Google. SearchKing's claim
was that Google's tactics to prevent spamdexing constituted a tortious interference with
contractual relations. On May 27, 2003, the court granted Google's motion to dismiss
the complaint because SearchKing "failed to state a claim upon which relief may be
granted."

In March 2006, KinderStart filed a lawsuit against Google over search engine rankings.
KinderStart's website was removed from Google's index prior to the lawsuit and the
amount of traffic to the site dropped by 70%. On March 16, 2007 the United States
District Court for the Northern District of California (San Jose Division) dismissed
KinderStart's complaint without leave to amend, and partially granted Google's motion
for Rule 11 sanctions against KinderStart's attorney, requiring him to pay part of
Google's legal expenses.

Digital Marketing
In simplistic terms, digital marketing is the promotion of products or brands via one or
more forms of electronic media. Digital marketing differs from traditional marketing
in that it involves the use of channels and methods that enable an organization to
analyze marketing campaigns and understand what is working and what isn’t –
typically in real time.
Digital marketers monitor things like what is being viewed, how often and for how
long, sales conversions, what content works and doesn’t work, etc. While the Internet
is, perhaps, the channel most closely associated with digital marketing, others include
wireless text messaging, mobile instant messaging, mobile apps, podcasts, electronic
billboards, digital television and radio channels, etc.
Digital marketing is an umbrella term for the marketing of products or services using
digital technologies, mainly on the Internet, but also including mobile phones, display
advertising, and any other digital medium.

35
The way in which digital marketing has developed since the 1990s and 2000s has
changed the way brands and businesses utilize technology and digital marketing for
their marketing. Digital marketing campaigns are becoming more prevalent as well as
efficient, as digital platforms are increasingly incorporated into marketing plans and
everyday life, and as people use digital devices instead of going to physical shops.
Digital marketing such as search engine optimization (SEO), search engine marketing
(SEM), content marketing, influencer marketing, content automation, campaign
marketing, and e-commerce marketing, social media marketing, social media
optimization, e-mail direct marketing, display advertising, e–books, optical disks and
games, are becoming more and more common in our advancing technology. In fact,
this extends to non-Internet channels that provide digital media, such as mobile phones
(SMS and MMS), callback and on-hold mobile ring tones.
The term digital marketing was first used in the 1990s, but digital marketing has roots
in the mid-1980s when the SoftAd Group, now ChannelNet, developed advertising
campaigns for automobile companies, wherein people would send in reader reply cards
found in magazines and receive in return floppy disks that contained multimedia
content promoting various cars and offering free test drives. Digital marketing became
more sophisticated in the 2000s and the 2010's,; the proliferation of devices' capability
access digital media at almost any given time has led to great growth of digital
advertising; statistics produced in 2012 and 2013 showed that digital marketing was
still a growing field.
Digital marketing is often referred to as 'online marketing', 'internet marketing' or 'web
marketing'. The term digital marketing has grown in popularity over time, particularly
in certain countries. In the USA online marketing is still prevalent, in Italy is referred
as web marketing but in the UK and worldwide, digital marketing has become the
most common term, especially after the year 2013.
Digital media growth is estimated at 4.5 trillion online ads served annually with digital
media spend at 48% growth in 2010. An increasing portion of advertising stems from
businesses employing Online Behavioural Advertising (OBA) to tailor advertising for
internet users, but OBA raises concern of consumer privacy and data protection.

36
Use in the digital era
There are a number of ways brands can use digital marketing to benefit their marketing
efforts. The use of digital marketing in the digital era not only allows for brands to
market their products and services but also allows for online customer support through
24/7 services to make customer feel supported and valued. The use of social media
interaction allows brands to receive both positive and negative feedback from their
customers as well as determining what media platforms work well for them and has
become an increased advantage for brands and businesses. It is now common for
consumers to post feedback online through social media sources, blogs and websites
feedback on their experience with a product or brand. It has become increasingly
popular for businesses to utilise and encourage these conversations through their social
media channels to have direct contact with the customers and manage the feedback
they receive appropriately.
Word of mouth communications and peer-to-peer dialogue often have a greater effect
on customers, since they are not sent directly from the company and are therefore not
planned. Customers are more likely to trust other customers’ experiences. It is
increasingly advantageous for companies to utilise social media platforms to connect
with their customers and create these dialogues and discussions. The potential reach
of social media is indicated by the fact that in 2015, each month the Facebook app had
more than 126 million average unique users and YouTube had over 97 million average
unique users.
Brand awareness
Ease of access
A key objective is engaging digital marketing customers and allowing them to interact
with the brand through servicing and delivery of digital media. Information is easy to
access at a fast rate through the use of digital communications. Users with access to
the Internet can use many digital mediums, such as Facebook, YouTube, Forums, and
Email etc. Through Digital communications it creates a Multi- communication channel
where information can be quickly exchanged around the world by anyone without any
regard to whom they are. Social segregation plays no part through social mediums due
to lack of face to face communication and information being wide spread instead to a
selective audience. This interactive nature allows consumers create conversation in
which the targeted audience is able to ask
37
questions about the brand and get familiar with it which traditional forms of Marketing
may not offer.
Competitive advantage
By using Internet platforms, businesses can create competitive advantage through
various means. To reach the maximum potential of digital marketing, firms use social
media as its main tool to create a channel of information. Through this a business can
create a system in which they are able to pinpoint behavioral patterns of clients and
feedback on their needs. This means of content has shown to have a larger
impingement on those who have a long-standing relationship with the firm and with
consumers who are relatively active social media users. Relative to this, creating a
social media page will further increase relation quality between new consumers and
existing consumers as well as consistent brand reinforcement therefore improving
brand awareness resulting in a possible rise for consumers up the Brand Awareness
Pyramid. Although there may be inconstancy with product images; maintaining a
successful social media presence requires a business to be consistent in interactions
through creating a two way feed of information; firms consider their content based on
the feedback received through this channel, this is a result of the environment being
dynamic due to the global nature of the internet. Effective use of digital marketing
can result in relatively lowered costs in relation to traditional means of marketing;
Lowered external service costs, advertising costs, promotion costs, processing costs,
interface design costs and control costs.
Effectiveness
Brand awareness has been proven to work with more effectiveness in countries that
are high in uncertainty avoidance, also these countries that have uncertainty avoidance;
social media marketing works effectively. Yet brands must be careful not to be
excessive on the use of this type of marketing, as well as solely relying on it as it may
have implications that could negatively harness their image. Brands that represent
themselves in an anthropomorphizing manner are more likely to succeed in situations
where a brand is marketing to this demographic. “Since social media use can enhance
the knowledge of the brand and thus decrease the uncertainty, it is possible that people
with high uncertainty avoidance, such as the French, will particularly appreciate the
high social media interaction with an anthropomorphized

38
brand.” Moreover digital platform provides an ease to the brand and its customers to
interact directly and exchange their motives virtually.
Latest developments and strategies
One of the major changes that occurred in traditional marketing was the “emergence
of digital marketing” (Patrutiu Baltes, Loredana, 2015), this led to the reinvention of
marketing strategies in order to adapt to this major change in traditional marketing
(Patrutiu Baltes, Loredana, 2015) .
As digital marketing is dependent on technology which is ever-evolving and fast-
changing, the same features should be expected from digital marketing developments
and strategies. This portion is an attempt to qualify or segregate the notable highlights
existing and being used as of press time.
1. Segmentation: more focus has been placed on segmentation within digital
marketing, in order to target specific markets in both business-to-business and
business-to-consumer sectors.
2. Influencer marketing: Important nodes are identified within related
communities, known as influencers. This is becoming an important concept in
digital targeting. It is possible to reach influencers via paid advertising, such as
Facebook Advertising or Google Adwords campaigns, or through sophisticated
sCRM (social customer relationship management) software, such as SAP C4C,
Microsoft Dynamics, Sage CRM and Salesforce CRM. Many universities now
focus, at Masters level, on engagement strategies for influencers.
To summarize, Pull digital marketing is characterized by consumers actively seeking
marketing content while Push digital marketing occurs when marketers send messages
without that content being actively sought by the recipients.
1. Online behavioural advertising is the practice of collecting information about
a user’s online activity over time, “on a particular device and across different,
unrelated websites, in order to deliver advertisements tailored to that user’s
interests and preferences.
2. Collaborative Environment: A collaborative environment can be set up
between the organization, the technology service provider, and the digital
agencies to optimize effort, resource sharing, reusability and communications.
Additionally, organizations are inviting their customers to help them better
understand how to service them. This source of data is called

39
 User Generated Content. Much of this is acquired via company websites where
the organization invites people to share ideas that are then evaluated by other
users of the site. The most popular ideas are evaluated and implemented in
some form. Using this method of acquiring data and developing new products
can foster the organizations relationship with their customer as well as spawn
ideas that would otherwise be overlooked. UGC is low-cost advertising as it is
directly from the consumers and can save advertising costs for the organisation.
3. Data-driven advertising: Users generate a lot of data in every step they take
on the path of customer journey and Brands can now use that data to activate
their known audience with data-driven programmatic media buying. Without
exposing customers' privacy, users' Data can be collected from digital channels
(e.g.: when customer visits a website, reads an e-mail, or launches and interact
with brand's mobile app), brands can also collect data from real world customer
interactions, such as brick and mortar stores visits and from CRM and Sales
engines datasets. Also known as People-based marketing or addressable media,
Data-driven advertising is empowering brands to find their loyal customers in
their audience and deliver in real time a much more personal communication,
highly relevant to each customers' moment and actions. An important
consideration today while deciding on a strategy is that the digital tools have
democratized the promotional landscape.
5. Remarketing: Remarketing plays a major role in digital marketing. This
tactic allows marketers to publish targeted ads in front of an interest category or a
defined audience, generally called searchers in web speak, they have either searched
for particular products or services or visited a website for some purpose.
6. Game advertising: Game ads are advertisements that exist within computer or
video games. One of the most common examples of in-game advertising is billboards
appearing in sports games. In-game ads also might appear as brand-name products like
guns, cars, or clothing that exist as gaming status symbols.
The new digital era has enabled brands to selectively target their customers that may
potentially be interested in their brand or based on previous browsing interests.
Businesses can now use social media to select the age range, location, gender and
interests of whom they would like their targeted post to be seen by. Furthermore, based
on a customer’s recent search history they can be ‘followed’ on the internet so

40
they see advertisements from similar brands, products and services, This allows
businesses to target the specific customers that they know and feel will most benefit
from their product or service, something that had limited capabilities up until the
digital era.
Ways to further increase the effectiveness of digital marketing
A strategy that is linked into the effectiveness of digital marketing is content
marketing. Content marketing can be briefly described as “delivering the content that
your audience is seeking in the places that they are searching for it”. It is found that
content marketing is highly present in digital marketing and becomes highly successful
when content marketing is involved. This is due to content marketing making your
brand more relevant to the target consumers, as well as more visible to the target
consumer.
Marketers also find email an effective strategy when it comes to digital marketing as it
is another way to build a long term relationship with the consumer. Listed below are
some aspects that need to be considered to have an effective digital media campaign
and aspects that help create an effective email system.
Interesting mail titles differentiate one advertisement from the other. This separates
advertisements from the clutter. Differentiation is one factor that can make an
advertisement successful in digital marketing because consumers are drawn to it and
are more likely to view the advertisement
Establishment of customer exclusivity: A list of customers and customer’s details
should be kept on a database for follow up and selected customers can be sent selected
offers and promotions of deals related to the customer’s previous buyer behaviour.
This is effective in digital marketing as it allows organisations to build up loyalty over
email.
Low Technical Requirements: In order to get the full use out of digital marketing it
is useful to make you advertising campaigns have low technical requirements. This
prevents some consumers not being able to understand or view the advertising
campaign.
Rewards: The lucrative offers would always help in making your digital campaign a
success. Give some reward in the end of the campaign. This would definitely invite
more engagement and word of mouth publicity

41
 DATA COLLECTION

Methodology is the systematic, theoretical analysis of the methods applied to a field

of study. It comprises the theoretical analysis of the body of methods and principles
associated with a branch of knowledge. Typically, it encompasses concepts such as
paradigm, theoretical model, phases and quantitative or qualitative techniques.
A methodology does not set out to provide solutions - it is, therefore, not the same
thing as a method. Instead, it offers the theoretical underpinning for understanding
which method, set of methods or so called “best practices” can be applied to specific
case, for example, to calculate a specific result.

It has been defined also as follows:

1. "the analysis of the principles of methods, rules, and postulates employed by

a discipline"
2. "the systematic study of methods that are, can be, or have been applied within
a discipline"
3. "the study or description of methods”

RESEARCH DESIGN
The research design is purely and simply the framework of plan for a study that guides
the collection and analysis of data. Types of Research Design:
 Exploratory Research – The main purpose of such studies is that of
formulating a problem for more precise investigation or of developing the
working hypotheses from an operational point of view.
 Descriptive Research – Those studies which are concerned with describing
the characteristics of a particular individual, or of a group.
 Hypothesis Testing Research – They are those where the researchers tests the
hypotheses of casual relationships between variables.

Descriptive research design was used for this research.

A research design is a systematic plan to study a scientific problem. The design of a
study defines the study type (descriptive, correlation, semi-experimental,
experimental, review, meta-analytic) and sub-type (e.g., descriptive-longitudinal case

42
study), research question, hypotheses, independent and dependent variables,
experimental design, and, if applicable, data collection methods and a statistical
analysis plan.

Design types and sub-types

There are many ways to classify research designs, but sometimes the distinction is
artificial and other times different designs are combined. Nonetheless, the list below
offers a number of useful distinctions between possible research designs.[1]

 Descriptive (e.g., case-study, naturalistic observation, Survey)

 Co relational (e.g., case-control study, observational study)
 Semi-experimental (e.g., field experiment, quasi-experiment)
 Experimental (Experiment with random assignment)
 Review (Literature review, Systematic review)
 Meta-analytic (Meta-analysis)

Sometimes a distinction is made between "fixed" and "flexible" or, synonymously,

"quantitative" and "qualitative" research designs.[2] However, fixed designs need not
be quantitative, and flexible design need not be qualitative. In fixed designs, the design
of the study is fixed before the main stage of data collection takes place. Fixed designs
are normally theory driven; otherwise it is impossible to know in advance which
variables need to be controlled and measured. Often, these variables are measured
quantitatively. Flexible designs allow for more freedom during the data collection
process. One reason for using a flexible research design can be that the variable of
interest is not quantitatively measurable, such as culture. In other cases, theory might
not be available before one starts the research. However, these distinctions are not
recognized by many researchers, such as Stephen Gorard who presents a simpler and
cleaner definition of research design.

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 DATA COLLECTION

Primary Data: the data which is collected first hand or by the investigator himself. It
means that this is the information which the investigator collects himself/herself
through interviews, door to door survey, questionnaire and others.
Secondary Data: the data which is collected second hand or through a already existing
piece of information. It means the information which we take from the internet,
newspaper, newsprint or a journal. This includes all the thing which are already printed
and we are taking out information from them.

Sampling Design

SOURCES FOR DATA COLLECTION:

(a) Primary Data Collection Sources:

It has been collected by forming a proper questionnaire. Questionnaire is a systematic

and structured manner of collecting data for conducting experiment. The nature of the
questionnaire is very inductive and fundamental. It has been kept in a proper
framework to make it clear to the retailers.

Primary data can be collected in five main ways:

i) Observation

ii) Focus groups

iii) Surveys

iv) Behavioral data

v) Experiments

Among these, ‘survey method’ was selected to collect the primary data. 100 user were
visited & collected the required data relevant to this project.

44
(b) Secondary Data Collection Sources:

Secondary sources

Information was collected from secondary sources such as customer survey,

newspapers advertisements, newsletters, etc.

Beside these the use of Internet was also made in collecting relevant information. The
data collected from the above mentioned sources has been adequately structured and
used at appropriate places in the report. The information gathered included:

• Their annual reports.

• Pamphlets.

• Newsletters.

• Pictures.

• Exchange schemes.

UNIVERSE/POPULATION:
Univariate analysis is the simplest form of quantitative (statistical) analysis.
The analysis is carried out with the description of a single variable in terms of the
applicable unit of analysis. For example, if the variable "age" was the subject of the
analysis, the researcher would look at how many subjects fall into given age attribute
categories.
Univariate analysis contrasts with bivariate analysis – the analysis of two
variables simultaneously – or multivariate analysis – the analysis of multiple variables
simultaneous. Univariate analysis is commonly used in the first, descriptive stages of
research, before being supplemented by more advanced, inferential bivariate or
multivariate analysis.
SAMPLING UNIT
Sampling techniques can be broadly classified in to two types:
 Probability Sampling
 Non Probability Sampling
45
This project will be based on the non-probability, purposive, quota sampling. As in the
given project the sample will be considered specific to predetermined New Delhi.
Types of Research :
Research are mostly categorized in to four major categories:
 First is descriptive & Analytical
 Second Applied & Fundamental
 Third Quantitative & Qualitative
 Fourth Conceptual & Empirical
The project will be based on Descriptive Research type.
SAMPLE SIZE
It is the process of selecting representative subset of a total population for obtaining
data for the study of the whole population the subset is known as sample. The sample
size is selected for the study 100 user. The techniques of sampling unit in this study
are convenience sampling.
Sampling Technique
Sampling techniques can be broadly classified in to two types:
Probability Sampling (here the every item in the universe have the equal
chance of inclusion in the sample)

Non Probability Sampling (Here the item in the sample are deliberately
selected by the researcher)
This project will be based on the non-probability, purposive, quota sampling. As in
the given project the sample will be considered specific to predetermined New Delhi.

Tools Used for Data Analysis

Bar chart (Bar charts will be used for comparing two or more values that will
be taken over time or on different conditions, usually on small data set )
Pie-chart (Circular chart divided in to sectors, illustrating relative magnitudes
or frequencies)

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 ANALYSIS & INTERPRETATION

1) Digital Marketing Services at Paytm is effective?

Table No. 1

Particulars No. of Respondents Percentage

Yes 45 90%

No 05 10%

Total 50 100%

Graph No. 1

Interpretation :Most of the respondent approx 90% of respondents are satisfied with
digital marketing services at Paytm. Only 10% of respondents are not satisifed.

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2) How do you get information about new Products?
Table No. 2

Particulars No. of Respondents Percentage

Online 12 24%

News 16 32%

Advertisement 17 34%

Family 3 6%

Friends 2 4%

Total 50 100%

Graph No. 2

Interpretation: It is observed that 32% of respondent says News and 34% of

respondent says Advertisement. Only 24% of respondent says Online to get
information about new products.

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3) Do you Collect information before purchasing the products?
Table No. 3

Particulars No. of Respondents Percentage

Yes 38 76%

No 12 24%

Total 50 100%

Graph No. 3

Interpretation:
It is observed that 76% of respondent collect information before purchasing the
products.

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4) What type of information will you collect?
Table No. 4

Year No. of Respondents Percentage

Customer’s experience 11 22%

Quantity 6 12%

Attributes 7 14%

Quality 16 32%

Price 10 20%

Total 50 100%

Graph No. 4

Interpretation :
It is observed that 32% of respondents collect information about Products Quality,
Customer Experiences (22%) & Price (20%).

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5) Did you ever purchase from an online site?
Table No. 5

Particulars No. of Respondents Percentage

Yes 40 80%

No 10 20%

Total 50 100%

Graph No. 5

Interpretation :
It reveals that 80% of respondents purchase from an online site where as 20% of
respondents didn’t purchase from an online site.

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6) If yes, then what type of product / services did you purchase online?
Table No. 6
Particulars Percentage

Electronic 75%
Books 15%
Travel Products 35%
Fashion Accessories 45%
Kitchen on Home items 52%
Toys 34%
Sports equipments 18%
Gifts 71%

Graph No. 6

Interpretation :
It reveals that Most of the respondents purchase Electronic items & Gifts from
Online.

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7) Mention one from of media, which you give more importance?
Table No. 7

Particulars No. of Respondents Percentage

Radio 8 16%

Newspapers 12 24%

Online 10 20%

TV 15 30%

Others 5 10%

Total 50 100%

Graph No. 7

Interpretation :
It reveals that 30% of respondent says TV, Newspapers (24%) & only 20% of
respondent says Online.

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8) Do you read the News through online?
Table No. 8

Particulars No. of Respondents Percentage

Yes 42 84%

No 8 16%

Total 50 100%

Graph No.8

Interpretation:
It is observed that 84% of respondents read the news through online and rest 16% of
respondents don’t read the news through online.

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9) On which of these online communities do you hold a personal account?
Table No. 9

Particulars Percentage

Facebook 95%

Twitter 84%

LinkedIn 52%

Others 36%

Graph No.9

Interpretation :
It is observed that Most of the respondent approx 95% of respondent in Facebook
hold a personal account.

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10) Which of these marketing applications have you used in the present?
Table No. 10

Particulars No. of Respondents Percentage

Facebook Business 12 24%

Pages

Free Webs 18 36%

Google adwords 8 16%

SMS Marketing 12 24%

Total 50 100%

Graph No.10

Interpretation :
It reveals that Facebook Business Pages (24%), Free Webs (36%), Google adwords
(16%) & SMS Marketing use 24% marketing applications in present.

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11) For which of your digital communications do you use analytics to track
audience response and behavior?
Table No. 11

Particulars No. of Respondents Percentage

Company Website 18 36%

Facebook Pages 12 24%

Email Campaigns 7 14%

SMS Marketing 13 26%

Total 50 100%

Graph No.11

Interpretation :
It is observed that approx 36% of respondents use company website & 26% use SMS
Marketing to track audience response and behaviour.

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12) In what ways do you currently communicate with your Staff members?
Table No. 12

Particulars No. of Respondents Percentage

e-mail newsletter 8 16%

Facebook 12 24%

Mobile device 15 30%

application

Text message 8 16%

marketing

Blogging updates 4 8%

Others 3 6%

Total 50 100%

Graph No. 12

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13) Are you a member of any online communities where you communicate
directly with other staff members?
Table No. 13

Particulars No. of Respondents Percentage

Yes 46 92%

No 4 8%

Total 50 100%

Graph No. 13

Interpretation :
Most of the respondent approx 92% of respondent says yes he/she is a member of
online communities where he/she communicate directly with other staff members.

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14) Do you currently have any online advertising initiatives running or
planned?
Table No. 14

Particulars No. of Respondents Percentage

Yes 36 72%

No 14 28%

Total 50 100%

Graph No. 14

Interpretation :
Most of the respondent approx 72% of respondent agree with this statement.

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 FINDINGS
1. Indian customers are highly information seekers. They collect more information
about quality, price and refer customer’s experiences before purchasing a product.
2. Indian consumers have high tendency to go for online purchase. They have high
affinity to go online for lectronic products and gifts.
3. Most of the respondent approx 90% of respondents are satisfied with digital
marketing services at Paytm. Only 10% of respondents are not satisifed.
4. It is observed that 32% of respondent says News and 34% of respondent says
Advertisement. Only 24% of respondent says Online to get information about new
products.
5. It is observed that 76% of respondent collect information before purchasing the
products.
6. It is observed that 32% of respondents collect information about Products Quality,
Customer Experiences (22%) & Price (20%).
7. It reveals that 80% of respondents purchase from an online site where as 20% of
respondents didn’t purchase from an online site.
8. It reveals that Most of the respondents purchase Electronic items & Gifts from
Online.
9. It reveals that 30% of respondent says TV, Newspapers (24%) & only 20% of
respondent says Online.
10. It is observed that 84% of respondents read the news through online and rest 16%
of respondents don’t read the news through online.
11. It reveals that Facebook Business Pages (24%), Free Webs (36%), Google
adwords (16%) & SMS Marketing use 24% marketing applications in present.

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 CONCLUSION AND SUGGESTION
CONCLUSION
 Digital Marketing is not only concerned with placing ads in portals, it consists
of integrated services and integrated channels. Marketers want to use these
components in an effective way to reach target groups and to build a brand. In
this digital era marketer is not the custodian for a brand, people who are
connected across the digital platforms are the custodians.
 The ability to interact with the customers of the company should be viewed as
a very positive aspect by any business. It offers very real insight into how the
company’s are viewed.
 The feedback shared on the review social networking sites such as Facebook,
LinkedIn, Twitter, Google+, holidayiq.com & TripAdvisor is an opportunity to
improve the service offering.
 Measuring the affects that reviews, Wall-posting, Blog, Photo Video, Pop-up,
tweets and posts can directly have on bookings could be quite difficult.
 Digital Media creates a real Connection between companies and customers;
that connection creates a trend for purchase intensity.
 Digital Networking provide ample of opportunities for interacting with any
industries partners.
 Digital Marketing provides a platform to innovative advertising to be
effectively used for business growth of any industries.
 Industry with use of Social Networking Sites can gain competitive advantage
by reducing advertising cost , create awareness, capture large market, able to
transact globally , can improve customer service quality and acquire new
customers.

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 SUGGESTIONS

 It is suggested that digital marketing strategies be brought into alignment to

prevent mixed messages and to promote the availability of the online forums
for interaction. Offline advertising should be used to complement the online
media. Adding “visit us on Facebook” and other such texts to promotional
material will help to raise awareness.
 The digital networking strategy should sufficiently flexible to allow it to adapt
to new developments and to determine what works and what does not work.
 A dedicated social media co-ordinator is recommended to monitor the impact
of any changes implemented. A dedicated co-ordinator would also allow for
consistency in communication. At the very least a profession agency
experienced in digital media marketing should be consulted at from the earliest
planning stages.
 The reviews and complaints raised by the customers on the SNS should be
effectively managed and proper actions should be taken by the management
and the action taken should also be communicated to the customer.
 The promotional offers during season on should be displayed on the Social
Network Site on regular basis, so that large number of customers is captured.

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 LIMITATIONS OF THE STUDY
 Shortage of time factors one of the major constraints.
 It is very difficult to check the accuracy of the information provided.
 The method will be unsuitable if the number of employee to be surveyed is less
as it will be difficult to draw logical conclusions regarding the digital marketing
concepts at Paytm.
 All the observation and recommendation has been made on the feedback
obtained from survey.
 All the secondary data was not readily available.

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 BIBLIOGRAPHY
BIBLIOGRAPHY
BOOKS:
1. Chaffey D (2003). Internet Marketing, Strategy, Implementation and
Practise.2nd edition, Pearson Education Limited, pp. 115-186.

2. Nicole K (2007). Building a Brand through Social Networks,

http://mashable.com/ 2007/05/ 08/ brand-social-networks/Ricadela A (2007).

3. Scott DM (2009). The New Rules of Marketing and PR.

4. Shih C (2009). The Facebook Era. Tapping online social networks to

buildbetter products, reach new audiences and selling more stuff. Prentice
HallPublication, pp. 85-12

5. Thompson SH (2002).Attitudes toward online shopping and the internet.

National university of India, 21(4).

6. "Paytm appoints Amit Sinha as COO of commerce biz". Times of India. Jun
12, 2017.
7. "Alibaba enters India's e-commerce space with 25% stake in Paytm owner
One97". India Times. 6 February 2015. Retrieved 30 March 2015.
8. "paytm.com Site Overview". Alexa Internet.
9. Ganguly, Payal; Bhakta, Pratik (5 December 2016). "Paytm to transfer wallet
business to payments bank". Economic Times. Retrieved 31 May 2017.
10. "Paytm valuation jumps to $1.5 billion". January 16, 2015 – via Business
Standard.

Website:
 https://paytm.com/
 https://en.wikipedia.org/wiki/Paytm
 http://www.mbaskool.com/brandguide/it-technology/16943-paytm.html

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