Customer Relationship Management

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CRM, CUstomer Relationship Management, Customer feedback, pie chart, percentage

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Customer Relationship Management

  1. 2. ASSIGNMENT - I <ul><li>PREPARED FOR </li></ul><ul><li>PROF. ARLAND FREDERICK </li></ul><ul><li>PREPARED BY </li></ul><ul><li>MIRZA JOVERIA BEG (09) </li></ul><ul><li>ANKITA BANKA (07) </li></ul><ul><li>TYBsc.I.T.-A </li></ul>
  2. 3. <ul><li>Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. </li></ul><ul><li>CRM software is used to support these processes; the software system can be accessed, and information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. </li></ul><ul><li>Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing. </li></ul><ul><li>While the term CRM generally refers to a software-based approach to handling customer relationships, most CRM software vendors stress that a successful CRM effort requires a holistic approach. </li></ul>
  3. 5. <ul><li>Benefits of regularly monitoring and utilizing customer feedback </li></ul><ul><li>In this day and age, the average business loses 10% of their customer base every year, and most don't know why. Increased competition, pressure for time, decisions, and action are burdening owners like no other time in history. </li></ul><ul><li>To gain a competitive advantage over their competition, and to grow a healthy business, smart owners and their managers are putting customer feedback to work for them. </li></ul><ul><li>Tap the thoughts and opinions of your most valuable asset - YOUR customers </li></ul><ul><li>Decreases costs, thereby increasing profits </li></ul><ul><li>Increase customer loyalty </li></ul><ul><li>View your business from your customer's perspective. </li></ul>
  4. 7. <ul><li>Started in 1984 </li></ul><ul><li>It deals with repairing of FUEL INJECTION PUMPS & NOZEL (Injectors) used in DIESEL CARS. </li></ul><ul><li>Mostly Diesel Engine Mechanic are the customers here and frequently even Transporters visit. </li></ul>
  5. 8. Rule I – Provide high standards of service 59% customers are happy with rule I
  6. 9. Rule II – Provide information to your customers 64% customers are happy with rule II
  7. 10. Rule III – be open and honest with your customers 41% customers are not happy with rule III
  8. 11. Rule IV – provide choice to your customers 41% customers are not happy with rule IV
  9. 12. Rule V – consult with your customers 33% customers are not happy with rule V
  10. 13. Rule VI – be courteous to your customers 50% customers are happy with rule VI
  11. 14. Rule VII – be helpful to your customers 58% customers are happy with rule VII
  12. 15. Rule VIII – Put things right for your customers 42% customers are happy with rule VIII
  13. 16. Rule IX – Provide value for money 33% customers are happy with rule IX
  14. 17. FINAL PIE FOR NEW DIESEL INDIA The Number of Customers who are satisfied with the particular rule.
  15. 18. <ul><li>BEST PART  Genuine Spare Parts & Excellent Service </li></ul><ul><li>WORST PART  Need to attend to customers more like a king. </li></ul><ul><li>What they need to IMPROVE ON  Customers expect a quick response even outside the shop . </li></ul>
  16. 20. ABOUT VODAFONE <ul><li>Vodafone group is the world’s leading mobile telecommunication company, with a significant presence in Europe the middle-east, Africa, Asia Pacific and United States. </li></ul><ul><li>Vodafone’s vision is to lead the industry in responding to public concerns regarding mobile phones masts and help by demonstrating leading edge practices </li></ul><ul><li>and encouraging others to follow. </li></ul>
  17. 21. Rule I – Provide high standards of service 33% customers are happy with rule I
  18. 22. Rule II – Provide information to your customers 42% customers are happy with rule II
  19. 23. Rule III – be open and honest with your customers 42% customers are happy with rule III
  20. 24. Rule IV – provide choice to your customers 42% customers are happy with rule IV
  21. 25. Rule V – consult with your customers 58% customers are happy with rule V
  22. 26. Rule VI – be courteous to your customers 42% customers are happy with rule VI
  23. 27. Rule VII – be helpful to your customers 58% customers are happy with rule VII
  24. 28. Rule VIII – Put things right for your customers 42% customers are happy with rule VIII
  25. 29. Rule IX – Provide value for money 42% customers are happy with rule IX
  26. 30. FINAL PIE FOR VODAFONE The Number of Customers who are satisfied with the particular rule.
  27. 31. <ul><li>What they need to improve on? Best part of this organization. Worst part of this organization. </li></ul>
  28. 33. <ul><li>GigaHertz is a company that deals with computers, laptops, printers and more computer accessories. </li></ul><ul><li>They are retailers </li></ul>
  29. 34. Rule I – Provide high standards of service 42% customers are happy with rule I
  30. 35. Rule II – Provide information to your customers 42% customers are happy with rule II
  31. 36. Rule III – be open and honest with your customers 42% customers are happy with rule III
  32. 37. Rule IV – provide choice to your customers 42% customers are happy with rule IV
  33. 38. Rule V – consult with your customers 42% customers are happy with rule V
  34. 39. Rule VI – be courteous to your customers 50% customers are happy with rule VI
  35. 40. Rule VII – be helpful to your customers 42% customers are happy with rule VII
  36. 41. Rule VIII – Put things right for your customers 42% customers are happy with rule VIII
  37. 42. Rule IX – Provide value for money 50% customers are happy with rule IX
  38. 43. FINAL PIE FOR GIGAHERTZ
  39. 44. What they need to improve on? Best part of this organization. Worst part of this organization.
  40. 45. <ul><li>THANK-YOU!!!!!!!!!! </li></ul><ul><li>;) </li></ul>

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