Touch Points Assignment of Customer Relationship Management Given By –  Mr. Rajat Dutta Prepared By –  Vivek Sharma
My Business  <ul><li>My business is selling mobile phones, mobile accessories, recharge coupons, repairing mobile phones, ...
Customer <ul><li>Youth </li></ul><ul><li>Students </li></ul><ul><li>Officers </li></ul><ul><li>Businessmen  </li></ul><ul>...
Touch Places  <ul><li>Market  </li></ul><ul><li>Shop  </li></ul><ul><li>Fairs  </li></ul><ul><li>Show rooms </li></ul><ul>...
Touch occasion <ul><li>Marriage  </li></ul><ul><li>Engagement  </li></ul><ul><li>Festival  </li></ul><ul><li>Friendship  <...
Touch Point <ul><li>In the CRM there are two touch points   </li></ul><ul><ul><ul><li>Internal </li></ul></ul></ul><ul><ul...
Touch Point <ul><li>Internal Touch Point </li></ul><ul><ul><ul><li>Shops  </li></ul></ul></ul><ul><ul><ul><li>Meeting with...
Touch Point <ul><li>External Touch Point </li></ul><ul><ul><ul><li>Meeting with college students </li></ul></ul></ul><ul><...
<ul><li>Touch point when we interact with the customer   </li></ul>
Internal Customers Touch Point <ul><li>Shop   </li></ul><ul><ul><li>Variety  </li></ul></ul><ul><ul><li>Technology  </li><...
Internal Customers Touch Point <ul><li>Service provider   </li></ul><ul><ul><li>Rim </li></ul></ul><ul><ul><li>Tata  </li>...
Internal Customers Touch Point <ul><li>Interaction with Dealer  </li></ul><ul><ul><li>Price  </li></ul></ul><ul><ul><li>Va...
Internal Customer Touch Point <ul><li>Interaction with   Repair center   </li></ul><ul><ul><li>Repairing old hand set  </l...
Internal Customer Touch Point <ul><li>Interaction with Accessories Center   </li></ul><ul><ul><li>Accessories </li></ul></...
Internal Customer Touch Point <ul><li>Interaction with   Agent   </li></ul><ul><ul><li>Sale </li></ul></ul><ul><ul><li>Pri...
External Customer Touch Point  <ul><li>Interaction with Students  </li></ul><ul><ul><li>New technology </li></ul></ul><ul>...
External Customer Touch Point <ul><li>Interaction with Old customer   </li></ul><ul><ul><li>New mobile </li></ul></ul><ul>...
External Customer Touch Point <ul><li>Interaction with   New customer </li></ul><ul><ul><li>Variety </li></ul></ul><ul><ul...
External Customer Touch Point <ul><li>Interaction with Current mobile users </li></ul><ul><ul><li>Recharge coupon  </li></...
External Customer Touch Point <ul><li>These are very important for re-tanning the customer </li></ul><ul><ul><li>Advertise...
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My Business Is Mobile Store

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My Business Is Mobile Store

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

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