Developing trust, segmentation, and crisis management in E-commerce: case of Adorsho Pranisheba Digital Qurbani and the sale of products

Abstract

The report on this internship is a report on the digital marketing and e-commerce activities of the Adorsho Pranisheba Ltd., the leading agritech company in Bangladesh. The main goal of the internship was to receive practical experience on the sphere of digital marketing, customer interaction, campaign management, and trust-building tactics in the framework of the B2C and B2B agro-commerce services. As the intern, I actively worked on two significant campaigns the Digital Qurbani Campaign 2025 and the Seasonal Mango Campaign. I worked with the Qurbani campaign on content creation, engaging with customers through the use of social media and calls, and service recovery during high demand times. In the case of the mango campaign, I had a role of model and voiceover artist and provided human interest and credibility to the information. Content analysis was used to analyze these campaigns, whereby the effectiveness of video scripts, visuals, and messaging strategies of connecting with audiences, creating trust, and customer satisfaction were evaluated. The theoretical models used in the campaigns also included the SERVQUAL model, AIDA principles and the Customer Journey Mapping in ensuring that the campaigns complied with the marketing best practices. The study methodology involved qualitative and quantitative approaches that included direct participation of the campaign, observation and structured survey of B2C customers and B2B customers. It was the possibility of thorough evaluation of customer satisfaction, trust, and responsiveness of service delivery. Recommendations were made based on the findings and content analysis in order to increase the reliability, better customer service, enhance the indicators of trust, further customer-centered activities, capitalize on digital marketing, and create long-term relationships with institutional buyers. The following recommendations are intended to enhance customer experience and engagement, as well as remain competitive in the digital agro-commerce market. In general, the internship offered invaluable real-world experience that added value to my knowledge on the subject of digital marketing strategies, content creation, campaign management, content effectiveness analysis, and customer relationship practices. It connected the gap between the theoretical learning of my academic studies and the practical area of agritech marketing.