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  • 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