My Business Is Mobile Store

Slide 1: Touch Points Assignment of Customer Relationship Management Given By – Prepared By – Mr. Rajat Dutta Vivek Sharma st-vivekkumarsharma@ismc.edu.in 1

Slide 2: My Business  My business is selling mobile phones, mobile accessories, recharge coupons, repairing mobile phones, purchasing and selling 2nd hand mobile phones.  My brother started this business in 2003.  My shop name is Friends mobile gallery. st-vivekkumarsharma@ismc.edu.in 2

Slide 3: Customer  Youth  Students  Officers  Businessmen  Workers  Driver  Working lady  House wives st-vivekkumarsharma@ismc.edu.in 3

Slide 4: Touch Places  Market  Shop  Fairs  Show rooms  Parties  Contest st-vivekkumarsharma@ismc.edu.in 4

Slide 5: Touch occasion  Marriage  Engagement  Festival  Friendship  Contest  Birth day  Results st-vivekkumarsharma@ismc.edu.in 5

Slide 6: Touch Point  In the CRM there are two touch points Internal External st-vivekkumarsharma@ismc.edu.in 6

Slide 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 st-vivekkumarsharma@ismc.edu.in 7

Slide 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 st-vivekkumarsharma@ismc.edu.in 8

Slide 9: Touch point when we interact with the customer st-vivekkumarsharma@ismc.edu.in 9

Slide 10: Internal Customers Touch Point  Shop  Variety  Technology  Price  Colours  Accessories  Recharge coupon  Repairing st-vivekkumarsharma@ismc.edu.in 10

Slide 11: Internal Customers Touch Point  Service provider Rim Tata Hutch Airtel New facilities in connection Offers st-vivekkumarsharma@ismc.edu.in 11

Slide 12: Internal Customers Touch Point  Interaction with Dealer Price Variety Colour New technology Offer st-vivekkumarsharma@ismc.edu.in 12

Slide 13: Internal Customer Touch Point  Interaction with Repair center Repairing old hand set Downloading clips, movie 2nd Hand mobile set Repairing cost Discuss about new customer st-vivekkumarsharma@ismc.edu.in 13

Slide 14: Internal Customer Touch Point  Interaction with Accessories Center Accessories Software Chargers Battery Price of these things New fashionable item st-vivekkumarsharma@ismc.edu.in 14

Slide 15: Internal Customer Touch Point  Interaction with Agent Sale Price New customer Corporate Partnerships, Sponsorship Programs st-vivekkumarsharma@ismc.edu.in 15

Slide 16: External Customer Touch Point  Interaction with Students New technology Features Price offers Facilities st-vivekkumarsharma@ismc.edu.in 16

Slide 17: External Customer Touch Point  Interaction with Old customer New mobile Repair Recharge coupon Service Accessories st-vivekkumarsharma@ismc.edu.in 17

Slide 18: External Customer Touch Point  Interaction with New customer  Variety  Technology  Colour  price  Reference of old customer  New connection  Recharge coupon  Accessories st-vivekkumarsharma@ismc.edu.in 18

Slide 19: External Customer Touch Point  Interaction with Current mobile users  Recharge coupon  New offers  New facilities  Features  Service st-vivekkumarsharma@ismc.edu.in 19

Slide 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 st-vivekkumarsharma@ismc.edu.in 20