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My Business Is Mobile Store
 

My Business Is Mobile Store

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    My Business Is Mobile Store My Business Is Mobile Store Presentation Transcript

    • Touch Points Assignment of Customer Relationship Management Given By – Mr. Rajat Dutta Prepared By – Vivek Sharma
    • 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.
    • Customer
      • Youth
      • Students
      • Officers
      • Businessmen
      • Workers
      • Driver
      • Working lady
      • House wives
    • Touch Places
      • Market
      • Shop
      • Fairs
      • Show rooms
      • Parties
      • Contest
    • Touch occasion
      • Marriage
      • Engagement
      • Festival
      • Friendship
      • Contest
      • Birth day
      • Results
    • Touch Point
      • In the CRM there are two touch points
          • Internal
          • External
    • Touch Point
      • Internal Touch Point
          • Shops
          • Meeting with service provider agents
          • Meeting with dealers
          • Meeting with agents
          • Meeting with repair centers
          • Mobile accessories center
    • 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
      • Touch point when we interact with the customer
    • Internal Customers Touch Point
      • Shop
        • Variety
        • Technology
        • Price
        • Colours
        • Accessories
        • Recharge coupon
        • Repairing
    • Internal Customers Touch Point
      • Service provider
        • Rim
        • Tata
        • Hutch
        • Airtel
        • New facilities in connection
        • Offers
    • Internal Customers Touch Point
      • Interaction with Dealer
        • Price
        • Variety
        • Colour
        • New technology
        • Offer
    • 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
    • Internal Customer Touch Point
      • Interaction with Accessories Center
        • Accessories
        • Software
        • Chargers
        • Battery
        • Price of these things
        • New fashionable item
    • Internal Customer Touch Point
      • Interaction with Agent
        • Sale
        • Price
        • New customer
        • Corporate Partnerships, Sponsorship Programs
    • External Customer Touch Point
      • Interaction with Students
        • New technology
        • Features
        • Price
        • offers
        • Facilities
    • External Customer Touch Point
      • Interaction with Old customer
        • New mobile
        • Repair
        • Recharge coupon
        • Service
        • Accessories
    • External Customer Touch Point
      • Interaction with New customer
        • Variety
        • Technology
        • Colour
        • price
        • Reference of old customer
        • New connection
        • Recharge coupon
        • Accessories
    • External Customer Touch Point
      • Interaction with Current mobile users
        • Recharge coupon
        • New offers
        • New facilities
        • Features
        • Service
    • 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