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My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
My Business Is Mobile Store
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My Business Is Mobile Store

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Transcript

  • 1. Touch Points Assignment of Customer Relationship Management Given By – Mr. Rajat Dutta Prepared By – Vivek Sharma
  • 2. My Business
    • My business is selling mobile phones, mobile accessories, recharge coupons, repairing mobile phones, purchasing and selling 2 nd hand mobile phones.
    • My brother started this business in 2003.
    • My shop name is Friends mobile gallery.
  • 3. Customer
    • Youth
    • Students
    • Officers
    • Businessmen
    • Workers
    • Driver
    • Working lady
    • House wives
  • 4. Touch Places
    • Market
    • Shop
    • Fairs
    • Show rooms
    • Parties
    • Contest
  • 5. Touch occasion
    • Marriage
    • Engagement
    • Festival
    • Friendship
    • Contest
    • Birth day
    • Results
  • 6. Touch Point
    • In the CRM there are two touch points
        • Internal
        • External
  • 7. Touch Point
    • Internal Touch Point
        • Shops
        • Meeting with service provider agents
        • Meeting with dealers
        • Meeting with agents
        • Meeting with repair centers
        • Mobile accessories center
  • 8. Touch Point
    • External Touch Point
        • Meeting with college students
        • Meeting with old customer
        • Customer to customer through Word of mouth
        • Reference of old customer
        • Current mobile user
  • 9.
    • Touch point when we interact with the customer
  • 10. Internal Customers Touch Point
    • Shop
      • Variety
      • Technology
      • Price
      • Colours
      • Accessories
      • Recharge coupon
      • Repairing
  • 11. Internal Customers Touch Point
    • Service provider
      • Rim
      • Tata
      • Hutch
      • Airtel
      • New facilities in connection
      • Offers
  • 12. Internal Customers Touch Point
    • Interaction with Dealer
      • Price
      • Variety
      • Colour
      • New technology
      • Offer
  • 13. Internal Customer Touch Point
    • Interaction with Repair center
      • Repairing old hand set
      • Downloading clips, movie
      • 2 nd Hand mobile set
      • Repairing cost
      • Discuss about new customer
  • 14. Internal Customer Touch Point
    • Interaction with Accessories Center
      • Accessories
      • Software
      • Chargers
      • Battery
      • Price of these things
      • New fashionable item
  • 15. Internal Customer Touch Point
    • Interaction with Agent
      • Sale
      • Price
      • New customer
      • Corporate Partnerships, Sponsorship Programs
  • 16. External Customer Touch Point
    • Interaction with Students
      • New technology
      • Features
      • Price
      • offers
      • Facilities
  • 17. External Customer Touch Point
    • Interaction with Old customer
      • New mobile
      • Repair
      • Recharge coupon
      • Service
      • Accessories
  • 18. External Customer Touch Point
    • Interaction with New customer
      • Variety
      • Technology
      • Colour
      • price
      • Reference of old customer
      • New connection
      • Recharge coupon
      • Accessories
  • 19. External Customer Touch Point
    • Interaction with Current mobile users
      • Recharge coupon
      • New offers
      • New facilities
      • Features
      • Service
  • 20. External Customer Touch Point
    • These are very important for re-tanning the customer
      • Advertisement
      • Offers
      • Gifts
      • Dairy
      • Calendar
      • Carry bag
      • Installment facilities
      • Customer to customer through word of mouth

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