MHR/MIB/MRM 128

A Seminar Report On
Customer Relationship Management
( A STUDY OF CRM AT BIG BA ZAAR )

SUBMITTED IN PARTIAL FULFILLMENT TO

THE IIS UNIVERSITY
For the Degree of
MBA-International Business/
MBA-Human Resource Management
(Department of HRM & IB)
SUPERVISED BY: Name of Supervisor: DR.MAHIMA RAI

SUBMITTED BY:Name: Dimple sharma

Designation
Department of HRM & IB

Class: MBA (HR)

Semester 1
Enroll No.19844

ACKNOWLEDGEMENT

The success and final outcome of this assignment required a lot of guidance and assistance from
many people and I extremely fortunate to have got this all along the completion of our
assignment work. Whatever I have done is only due to such guidance and assistance and I would
not forget to thank them. I would like to thank Mahima Maam for their support and help and for
giving me an opportunity to do this assignment work and providing us all support and guidance
which made me complete the assignment on time. I am extremely grateful to her for providing
such a nice support and guidance. This assignment cannot be completed without the effort and
co-operation from her.

Chapters
1
2
3
4
5

Contents
Introduction
Research methodology
Company profile
Data analysis and strategies
Conclusion and findings

PREFACE
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For an MBA student who is striving to perform outstanding, it is of paramount important that
apart from theoretical knowledge one must also gain practical knowledge which in turn widely
influences their conceptions and perceptions. This project was undertaken towards the partial
fulfillment of the requirements IISU,

jaipur. This really provided me an opportunity to

demonstrate my ability in applying theory to practical business situations. The study undertaken
by me is customer relationship management: case study of big bazaar. In this I have tried to
perform my best. In the forthcoming pages an attempt is made to present comprehensive report
concerning different aspects of my project.

DIMPLE SHARMA

CHAPTER 1
INTRODUCTION

Customer Relationship Management is the strongest and the most efficient approach in
maintaining and creating relationship with customers. Customers relationship management is
not only pure business but also ideate strong personal bonding within people. Development of
this type of bonding drives the business to new levels of success. Once this personal and
emotional linkage is built, it is very easy for any organization to identify the actual needs of
customer and help them to serve them in better way. It is a belief that more the sophisticated
strategies involved in implementing customer relationship management, the more strong and
fruitful is the business. Most of the organization have dedicated world class tool for maintaining
customer relationship management system into their workplace. some of the efficient tool used in
most of the renowned organizations are batch books, sales force, buzzstream ,sugar crm etc.
customer relationship management is an approach to managing companys interaction with
current and future costumer .it often involves using technology to organize, automate and
synchronize sales, marketing, customer service and technical support. Customer relationship
management is a term that refers to practices, strategies and technologies that companies used to
manage and analyze customer interaction and data throughout the customer lifecycle, with the
goal of improving business relationship with customers, assisting in customer retention and
driving sales growth.
Customer relationship management system are designed to compile information on customer
across different channels or point of contact between the customer and the company which
could include the companies website , telephone , live chat , direct mail, marketing material and
social media. Customer relationship management system can also give customer facing staff
detailed information on customers personal information, purchase history, buying preferences
and concerns. Customer relationship management originated in early 1970s when the business
units had manifestation that it would be advisable to become customer emphatic rather than
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product emphatic. Birth of customer relationship management was because of this heedful
perceptiveness. The famous writer and management consultant Peter Drucker wrote; the true
business of every company is to make and keep customers; traditionally every transaction was on
paper and dependent on goodwill which created hindrance in clutching customer. People used to
work hard in entertaining customers by presenting new products with astonishing services; they
were ready to work overtime for grasping more and more customers for increasing business. This
too resulted in customer satisfaction and loyalty up to some extent, but at the end of the day there
was no such bonding or relation between the two to carry on with future business smoothly.
Previously business was quite easy as it was mere a one to one dealing without any specific
process. But with time, due to incoming complexities in communication, it found itself in trouble
waters. Emerging of new strategies and technologies in global marketplace and a mammoth
degree of competition in business, the approach needed to be changed to proactive rather than
reactive. Origination of customer relationship management turned out to be a piece of cake for
all suppliers and customers due to its advantages. Customer relationship management came as a
process that dealt with customers surpassing the whole business.
Originally, customer relationship management was based on three major principles; shielding the
current customers, fostering new customers and enhancing asset value of all the customers. with
the advent of customer relationship management which was integrated with high end software
and technology , business perspectives were totally changed .a customer relationship
management system eventually emerged as consisting of company full of information which is
depicted sophistically to increase business profit and meliorate customer satisfaction and loyalty,
on the same hand reduces business cost and investment. These approaches helped a lot in
building up consequently the modern customer relationship management. Some of the
approaches are:

The belief that customers are the real assets and not just the people in audience.
The realization of the benefits of utilizing information proactively and not reactively
The change of business view to relationship approach rather than transactional approach.
The approach of concentrating more on customer values rather than concentrating on

how the product is being delivered to the customers.

The approach of focusing on customer satisfaction and loyalty rather than focusing self
satisfaction and profit.
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The increasing tendency to retain existing customers and trying to get more and more

business out of them.

The realization that the traditional trends of marketing and selling are increasingly fading
out in the current economic scenario.

Customer relationship management is a strategy which is customized by an organization to

manage and administrate its customers and vendors in an efficient manner for achieving
excellence in business. It is primarily entangled with following features:

Customers needs: an organization can never assume what actually a customer needs.
Hence it is extremely important to interview a customer about all the likes and
dislikes so that the modulating the actual needs it is arduous to serve the customer

effectively and maintain a long term deal.

Customers response: customer response is the reaction by the organization to the
queries and activities of the customers. Dealing with these queries intelligently is

very important as small misunderstandings could convey unalike perceptions.

Customer satisfaction: it is the measure of how the needs and responses are
collaborated and delivered to excel customer expectation. In todays competitive
business marketplace, customer satisfaction is an important performance exponent
and basic differentiator of business strategies. Hence, the more is customer

satisfaction; more is the business and the bonding with customer.

Customer loyalty: it is the tendency of the customer to remain in business with a
particular supplier and buy the products regularly. This usually seen when a customer
is very much satisfied by the supplier and re-visits the organization for business
deals, or when he is tended towards re- buying a particular product or brand over
times by that supplier. Hence, customer loyalty is an influencing aspect of customer

relationship management and is always crucial for business success.

Customer retention: it is a strategic process to keep or retain the existing customers
and not letting them to diverge or defect to other suppliers or organization for
business. Usually a loyal customer sticks to a particular brand or product. He does

not opt for taking risk in going for a new product.

Customer service: in an organization customer service is the process of delivering
information and services regarding all the products and brands. Customer satisfaction

depends on quality of service provided to him by the supplier. The organization has
not only to elaborate and clarify the details of the services to be provided to the
customer but also to abide with the conditions as well. if the quality and trend of
service go beyond customers expectations, the organization is supposed to have a
good business with customers.
Customer relationship is very crucial in any organization. It is the strongest and the
most efficient approach in maintaining and creating relationships with customers. a
customer relationship management is not only used to deal with the existing
customers but is also useful in acquiring new customers. The process first starts with
identifying a customer and maintaining all the corresponding details into the
customer relationship management system which is also called opportunity of
businesses. The sales and field representative then try getting business out of these
customers by sophistically following up with them and converting them into a
winning deal. All this is very easily and efficiently done by an integrated customer
relationship system.

CHAPTER 2

Research Methodology

Research methodology is a way to systematically solve the research problem. It may be

understood as a science of studying how research is done scientifically. In it we study the various
steps that are generally adopted by a researcher in studying his research problem along with the
logic behind them. It is necessary for the researcher to know not only the research
methods/techniques but also the methodology. Researchers not only need to know how to
develop certain indices or tests, how to calculate the mean, the mode, the median or the standard
deviation or chi-square, how to apply particular research techniques, but they also need to know
which of these methods or techniques, are relevant and which are not, and what would they mean
and indicate and why. Researchers also need to understand the assumptions underlying various
techniques and they need to know the criteria by which they can decide that certain techniques
and procedures will be applicable to certain problems and others will not.
All this means that it is necessary for the researcher to design his methodology for his problem as
the same may differ from problem to problem.

OBJECTIVES:

1) To gain conceptual knowledge about customer relationship management (CRM).

2) To study the CRM policies of Big Bazaar.

REVIEW OF LITERATURE

1. Dev B Patel .Indian journal of research A case study o CRM at Big bazaar in
Surat city: CRM can help organizations to manage customer interactions more
effectively to maintain competitiveness in the present economy. As more and more
organizations realize the significance of becoming customer centric in todays
competitive era, they adopted crm as a core business strategy and invested heavily.
CRM provides long term relationship building with customers at an enterprise at wide

level.

Successful CRM implementation is complex, expensive. The paper presents the successful
implementation of CRM for big bazaar at Seurat.
2. Syed Valliullah Bakhtiyari .Asia pacific journal of marketing and management
review CRM at big bazaar: In this day and age, customers are regarded as an article of
trade. With the growth of marketing era the crm is very much advanced and became
popular in India. CRM became crucial to cope up with exceeding competitive global
market. CRM is a strategy for managing and nurturing a companys interactions with
customers and sales prospects. When an implementation is effective people, process,
technology work in synergy to develop and strengthen relationships, increase profitability
and reduce operational costs. It plays an effective role in attracting the new customers to
the company.CRM is a corporate level initiative, focusing on creating and maintaining
relationships with customers.
The study shows that most of the customers know about big bazaar from advertisement.
Most of the customers select big bazaar for shopping because of attractive offers. This
study also finds out implementation of CRM and customers feelings while shopping.
3. By- Ms. Shruti Sharma, Dr. ATUL DHINGRA . International journal of marketing,
financial services and management research: CRM systems A study of select
organized retail companies of NCR region.
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CRM has generated value for many companies in past several years. Manual as well as
computer based steps are taken by the organizations to reap the benefits of CRM
initiatives. Several commercial crm softwares are available which vary in their approach
to CRM .However, CRM is not a technology itself but rather a holistic approach to an
organization philosophy , placing the emphasizes firmly to the customers . This research
is attempted to understand the importance and usage of CRM systems in selected retail
companies of Delhi ncr region.
4. Atul parvatiyar and jagdish N.seth. Journal of economic and social research:
CRM ;emerging practice, process and discipline:
CRM has once again gained prominence amongst academics practisnores. However there is
tremendous amount of confusion regarding its domain and meaning. In this paper the authors
have explored the conceptual foundation of CRM by examining the literature on relationship
marketing and other disciplines that contribute to the knowledge of CRM. A CRM process
framework is proposed that builds on other relationship development process models.
5. William brand . KM world magazine: CRM in the age of the customer(volume 22
issue 4) while companies have always to a greater or lesser extent called themselves
customer centric thinking or taking the attitude that customer is always right. Instead , a
new power of customer means that a focus on customer now matters more than any other
strategic imperative competitive differentiation achieved through brand, manufacturing,
distribution and IT are all now only table stakes. The only source of competitive
advantage is the one that can survive technology fueled disruption- an obsession with
understanding, delighting, connecting with and serving customers.
6. Alok mishra and Deepti mishra. Ada polytechnic hungarica, volume 6, no. 4, 2009,
CRM: implementation process perspective. : CRM can help organizations manage
customer interaction more effectively to maintain competitiveness in the present
economy. As more and more organizations realize the significance of becoming customer
centric in todays competitive era, they adopted CRM as a core business strategy and
invested heavily. Successful CRM implementation is a complex, expensive and rarely
technical projects. This study tells about and helps in understanding transition, constraints
and implementation process of CRM.
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DATA COLLECTION
There are two types of data :

PRIMARY DATA: It is a type of data which is collected afresh and for the first time, and
thus happen to be original in character. There are several methods of collecting primary
data, particularly in surveys and descriptive researches like Observation method,

Interview method, Questionnaires etc.

SECONDARY DATA: The secondary data, on the other hand, are those which have
already been collected by someone else and which have already been passed through the
statistical process.

Usually secondary data available in various publications of the central, state are local
governments, technical and trade journals, reports and historical documents and other sources
of published information.
In this research secondary is data is collected.
LIMITATIONS:
1) It is based on secondary data.
2) The scope of study is limited up to one company i.e. Big Bazaar only.

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CHAPTER 3
COMPANY PROFILE

The word retail is derived from the French word retailer, meaning to cut a piece off or to
break bulk. In simple terms, it implies a first-hand transaction with the customer. Retailing
involvers a direct interface with the customer and the coordination of business activities right
from the concept or design stage of a product or offering to its delivery and post-delivery service
to the customer. The industry has contributed to the economic growth of many countries and is
undoubtedly one of the fastest changing and dynamic industries in the world today.
Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias
leading business houses with multiple businesses spanning across the consumption space. While
retail forms the core business activity of Future Group, group subsidiaries are present in
consumer finance, capital, insurance, leisure and entertainment, brand development, retail real
estate development retail media and logistics. Led by its flagship enterprise, Pantaloon Retail, the
group operates over 16 million square feet of retail space in 73 cities and towns and 65 rural
locations across India. Headquartered in Mumbai (Bombay), Pantaloon Retail employs around
30,000 people and is listed on the Indian stock exchanges. The company follows a multi-format
retail strategy that captures almost the entire consumption basket of Indian customers. In the
lifestyle segment, the group operates Pantaloons, a fashion retail chain and Central, a chain of
seamless malls. In the value segment, its marquee brand, Big Bazaar is a hypermarket format that
combines the look, touch and feel of Indian bazaars with the choice and conveniences of modern
retail. In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic expansion of
a hypermarket. The first set of Big Bazaar stores opened in 2001 in Kolkata, Hyderabad and
Bangalore. The groups speciality retail formats include supermarket chain Food Bazaar,
sportswear retailer - Planet Sports, electronics retailer - ozone, home improvement chain - Home
Town and rural retail chain, Aadhaar, among others.Future Capital Holdings.

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.
Big Bazaar, the flagship retail chain of the Future Group, is on the verge of achieving a
unique milestone in the History of World retail- by being the first hypermarket format in the
globe to rollout fastest 101 stores in a short span of seven years. Big bazaars journey began in
October 2001, when the young first generation entrepreneur Kishore Biyani opened the countrys
first hypermarket retail outlet in kolkatta [Then Calcutta] .In the same month, two more stores
were added one each in Hyderabad and Mumbai, thus starting on a successful sojourn which
began the chapter of organized retailing in India. Speaking on this momentous occasion and
remembering the days of conceptualizing the hypermarket idea Mr. Kishore Biyani said, We
initially decided to name the format as Bazaar because we had designed the store keeping the
Indian Mandyistyle in mind . Since the size of the hypermarket was big than an average mandi
the thought came to name it as Big Bazaar . However we had freeze on the punch line Is Se
Sasta Aur Accha kahin Nahi much before we met the creative agency to design the final logo of
Big Bazaar. Though, Big Bazaar was started purely as a fashion format including apparel
cosmetics, accessory and merchandise, the First food bazaar format was added as shop-In shop
within big bazaar in the year 2002. Today, Big Bazaar, with its wide range of products and
service offering, reflects the aspirations of millions of Indians. The journey of Big Bazaar can be
divided into two phases one pre and the other post January 26th, 2005 when the company
rewrote the retail chapter in India, with the introduction of a never before sales campaign
Sasbe Sasta Din In just one day, almost the whole of India descended at various Big Bazaar
stores In the country to shop at their favorite shopping destination. Says Rajan Amphora,
President, Strategy & Convergence, Big Bazaar, what is important in our journey is not the
number of stores, but the customers faith in us. Its the India and the Indians, which have helped
us, reach this feat in such a short time span and today our country is creating a history in the
word organized retail. Rajan Amphora, who is also the first employee of Big Bazaar, joining the
organization in early 2001 adds, Since beginning, we have kept Big Bazaar as a soft brand,
which reflects the India and the Indianness. We believed in growing with the society,
participating and celebrating all regional and local community festivals, giving customers
preferences above everything else. Every Big Bazaar is a small family by its own and the head
of the family Karta- is the store manager. Kishore Biyani, the CEO of the Future Group, has a

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vast understanding of the consumers insight, has inculcated the habit of observing,
understanding customers, in every employee of the group.

About Big Bazaar

Type

: Hypermarket type

Founded

: 2001

Industry

: Retail

Product

: Department store

MD & CEO: Mr. Kishore Biyani

Parent

: Future Group

Website

: www.bigbazaar.com

Big Bazaar is a chain of hypermarkets in India, with more than 100 stores in operations. It is a
subsidiary of Pantaloon Retail India Ltd, Future Group, offers a wide range of products including
clothing, footwear, electronic appliances, groceries and kitchen utensils. You can also buy
branded stuff from Reebok, Nike and Puma here. It caters to every need of your family. Where
Big Bazaar scores over other stores is its value for money proposition for the Indian customers.
The word hypermarket is derived from the French word hypermarket, which is a combination of
a supermarket and department store. The stores occupy an area which ranges from anywhere
between 80000 to 220000 sq. ft. and offer a variety of food products like clothes, jeweler,
hardware, sports equipment, books, CDs, DVDs, TVs, electrical equipment and computers etc.
NEW LOGO: On the occasion of completion of ten (10) years in the Indian retail industry (in
2011) Big Bazaar came up with a new logo for the company with a tag line that says: 'Nay India
Ka Bazaar' (Market for New India). This replaces the earlier tag line: 'Issue Sasta Aur accha
Kahin Nahin'
Hypermarkets are today synonymous with one stop shopping. The cheapest prices will
normally be found in these stores. Across the world, hypermarkets are usually part of a retail
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park, along with other shops, cafeterias and restaurants. A key element of differentiation between
the hypermarket and the other retail formats is that they typically have destination locations. The
hypermarkets are designed to attract customers from a significantly large area with their low
price offers, unique range and offers. It is the largest form of organized retailing today. It is an
ideal shopping experience with an amalgamation of product, service and entertainment all under
of a common roof.
The company has been able to leverage on its multi-formats-multi-brand stores, secure prime
locations at the best possible prices and command a strong bargaining power with suppliers,
which provide it an edge over its competitors.
Customers come in Big Bazaar for purchasing, entertainment and pacing here and there. It gives
many facility to the customers like; Helpline, Baggage Counter, Parking, Exchange etc.

big

Bazaar trying to provide customer with 3Vs

Value

Variety

Volume

Big Bazaar has different categories; such as

Food Bazaar

Apparels

General Merchandise:- At Big Bazaar, you will definitely get the best products at the best
prices- thats what it guarantees. With the ever increasing array of private labels, it has
opened the doors into the world of fashion and general merchandise including home
furnishings, utensils, crockery, cutlery, sports goods and much more at prices that surprise
us. Here we talk about the department stores, because Big Bazaar based on the
departments.
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Department Stores:Carry broad variety and deep assortment organized into separate deparment for displaying
merchandise,
Major departments includes:

Utensils

Plastics

Home dcor

Luggage

Toys

Footwear etc.

Chains are very diverse and appeal to different markets. They are unique in terms of the
shopping experience they offer, the services they provide and the atmosphere of the store.
They are promotion- oriented. They increase competition with discount and specialty stores
creating problems. Use different innovations and schemes for attracting customers like maha
bachat, the great exchange offer, and Wednesday bazaar.1

1 www.slideshare.net,www.futuregroup.in,www.bloomberg.com
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CHAPTER 4
ANALYSIS AND INTERPRETATION
SWOT Analysis of big bazaar :
Strengths :

Prime location
Large floor space allowing for better visual merchandising.
Large area also allows stocking a large variety of products under one roof.
Experienced and competent management.
Highly trained and motivated sales force.
Brand equity
Large scale operations in various cities throughout the country allow them to reap the

benefits of economies of scale.

Quality, choice and convenience.
Good branding and advertising by also roping in celebrity brand ambassadors.
Affordability for middle class.

Weakness :
Large scale of operations sometimes acts as a barrier to personalized customer relations.
Large scale operations lead to reduced flexibility by increasing the amount of overheads

and a huge commitment in terms of fixed costs.

A large organization structure leads to delayed decisions. This can prove fatal for a
business in dynamic fashion industry.

Opportunities:

To expand globally by tie-ups.

Entering into high premium segment.
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 Opportunity to expand into financial services catering to huge segment.

Increased rural penetration.

THREATS:
Low priced brand Competitors global presence.
Raising customers expectations : by providing some unplanned facilities like giving gifts,
promotional , bounces , organization increases the expectation of their customers, so in
future they may not be able to satisfy their customers and this can cause losing their loyal

customers

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SWOT ANALYSIS of CRM:

STRENGTHS:
Focus and finding more profitable customers: this is the main strength of good CRM

strategy because those customers will make future profits.

Keeping and maintaining all information about customers by gathering their data: CRM
collects and maintains all the valuable information about the customers so the
organizational know about their customers for predicting their future behavior and

producing other valuable knowledge for making more profit.

Incises sales efficiency: the organization that has good CRM, know what customers

needs. This increases the loyalty of the customers.

Ensures customer satisfaction: customer become more dependent on organization so they

will not leave the organization when they are familiar with that.
Having knowledge about potential customers and buyers: by gathering and storing
customer data, and then using business intelligence to making information and making
knowledge, by use of knowledge management systems, CRM can improve its knowledge
about clients.

WEAKNESS:
Overload of unnecessary information for organization: it can abort the CRM because of
making complicated and conflicts in predicting and decision making and also the problem

to storage space.
Cannot succeed with new data entered: CRM cant be successful with less and new
customers data. To be successful it should be patient to gathering

and historical

historical data, otherwise this could cause the project to fail and the organization losing

valuable time and money.

Lack of cultural preparation: CRM implementation will lead to cultural changes within

the organization, especially among frontline staff.

Insufficiently defined activities: it refer to internal activities in organization like process,
time and cost, employee productivity, data quality and coordination of tasks.

OPPORTUNITIES:

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Customers satisfaction: CRM can predict the needs of customers by analyzing their data
and information and help organization to approve their needs and predict their future

needs so make their customers happier.

Increasing sales base: existing customer cause future profit so organizations should offer
more to them. The sales basis will be increased by including other services or

encouragements.
Making better relationships with customer: identifying customer, what they need, storing

useful data about them and control the relationship of staff and customers.
Improving customer interaction: by using new communication technology in CRM
organization can improve interaction between them and customers.

THREATS:

Weak combination with back office system: if the implemented crm technology does not

implement correctly with the back office system, crm cant achieve its goals.
Raising customers expectations : by providing some unplanned facilities like giving gifts,
promotional , bounces , organization increases the expectation of their customers, so in
future they may not be able to satisfy their customers and this can cause losing their loyal
customers

Inversing customer reaction on crm activities: sometime organization relies on crm but its
possible in some segments, because of many reasons like inflation which make a different
reaction to crm activities. 2

2 www.mbaskool.com
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FINDINGS, SUGGESTIONS, AND CONCLUSION

FINDINGS:

Big bazaar is targeting almost all the segments of the society concentrating on value,

variety and volume.

Big bazaar offers large variety of products ranging from clothes, food items, electronic

goods etc.
Use different innovations and schemes for attracting customers like maha bachat, the
great exchange offer, and Wednesday bazaar.

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SUGGESTIONS:

Should convert customers into publicity agents. Develop an incentive for them to
tell associates and friends about the value of their products and services. An
endorsement from them is more effective than any amount of advertising; and it is
much cheaper.

Should reward customers each time they refer someone who becomes a customer.

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CONCLUSION
Customer relationship management is very crucial in any organization to work or we can say it is
an indispensible part of any organization. Now a days organizations are focusing more on
customer centric approach and valuing more to customers. This project has helped me to gain a
lot knowledge about customer relationship management and its policies followed at big bazaar .
Schemes introduced by big bazaar from time to time help to attract customers a lot and policies
followed by them is beneficial.

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BIBLIOGRAPHY
Books:

Jagdish and Seth; Customer Relationship Management.

Kothari C.R. (2009); Research methodology, vishwa prakashan.
Bill Taylor (2006);Research methodology; PHI.

REFERENCES:

Dev B Patel; Indian journal of research, article A case study o CRM at Big bazaar in

Surat city.
Syed Valliullah Bakhtiyari; Asia pacific journal of marketing and management review,

article CRM at big bazaar.

Ms. Shruti Sharma, Dr. Atul Dhingra; International journal of marketing, financial
services and management research, CRM systems A study of select organized retail

companies of NCR region.

Atul parvatiyar and jagdish N.seth; Journal of economic and social research, CRM

;emerging practice, process and discipline:

William brand; KM world magazine, CRM in the age of the customer (volume 22 issue

4).
Alok mishra and Deepti mishra;. Ada polytechnic hungarica, volume 6, no. 4, 2009,
CRM: implementation process perspective.

WEBSITES :

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www.slideshare.net
www.bigbazaar.com
www.mbaskol.com
searchcrm.techtarget.com
www.webopedia.com

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