CRM of ORIENT group of industries

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2. Topic:
customer relationship management of
ORIENT
Presented by group “MASTER MINDS” “
1. Ammara Ahmad 20513
2. Babar Ali 20528
3. Waqas Ahmad 20541
M.BA 4th semester (M)
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3. INTRODUCTION 3

4. Company profile:
 Established in Lahore in 2005, today the Orient Group of Companies is one
of the largest consumer goods companies of Pakistan.
 This is one of the fastest growing consumer electronics companies with a
wide range of home appliances.
 Orients products have proven themselves in functional performance
parameters set by international industry experts.
 With the vision to become leaders of the industry, Orient strives to make
each of its products, with careful R&D and intensive innovation.
 Orient aims to give its customers new and original products each year,
which can be value beyond the ordinary in every household.
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5. continued;
 VISION: “Our Vision is to be the leading provider of Consumer Electronics
goods in Pakistan and deliver the best to the nation and our country.”
 OBJECTIVES: Their target is to become Pakistan's top manufacturers in
electronics and home appliances, photographic and lighting industries.
 MISSION STATEMENT: Our mission is to lead the consumer electronics
goods industry in the country with quality products. We aim to work on
ideas that lead to innovative products resulting in user friendly experience
for the customer. Our products are constantly evolving to meet this
objective.
 SERVICE CENTRES: We have around 1 location around the country, with
17 orient center brand shops, 17 orient care service centers and 14 branch
offices.
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6. WHAT IS CRM……..?
– C.R.M is a business strategy that enables organizations;
 to get closer with their customers,
 to better serve their needs,
 improve customer service,
 enhance customer satisfaction
 maximize customer loyalty & retention.
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7. Why CRM is important…..?
• Every business has to focus on the needs of the customer & C.R.M. Is the
array of processes that help a company to understand the preference or
dislikes of individual customers in order to build lasting relationships.
– C.R.M. Solutions help to safely store volumes of customer data in an
organized manner for easy to use & access.
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8. CUSTOMER RELATIONSHIP MANAGEMENT
OF ORIENT
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9. Orient share a strong and long term business relationship with its customers. Its
customers feel pride in having a supplier like ORIENT.
• CRM OBJECTIVES OF ORIENT
 customer loyalty
 Greater customer satisfaction
 Higher sales and marketing performance
 Improved marketing efficiency
 Stronger brand consistency
 Improved customer profitability
 More cost-effective customer service
• CUSTOMER VALUE:
They value their customers and are devoted to deliver to them in a timely and professional manner. Customer’s value
is very high.
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10. continued;
• Commitment: At Orient Group of Companies they are driven first and foremost by their customers. The talent, energy
and determination of each and every employee enable them to deliver the best to their customers and play a role in
boosting the country.
• Life styles: Their exquisite range of appliances is designed to bring vibrant changes in our lifestyle. Their attractive
products certainly add more meaning to our life.
• Services:
 Orient offers an array of CRM and business application services that allow customers and subscribers to systematically
record and store business data
 They offer a uniquely integrated approach to CRM that enhances every customer interaction you have throughout the
organization
 Orient offers a comprehensive CRM solution set with customization tool, like they up-to-date information.
 The orient web-based service gives more enhancements in customer service capabilities.
 They provide online services for troubleshooting.
 They have customer sales centers in big cities of Pakistan.
 Their response time towards customer’s complaints is very quick.
 If the problem is major, then they replace the item.
 They give warranties.
 They conduct seminars for their retailers periodically, in which they conduct exhibitions and make them experienced and
give knowledge about the product.
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11. Customer relationship strategy 11

12. They don’t directly deal with the customers. They supply
their products through retailers.
 Business Goals- Customer Retention, Acquisition And Development: They retain their
customers by doing innovations .They are working together on a mission to provide
the innovative products to the customers.
 Business Strategy: They have the high inventory cost because their inventory is available
in their warehouses all the time to increase their responsiveness. They incorporate new
technologies and components into its product offerings.
 Utilizing Of Resources In Managing Customer Relationship: They focus on the resources
to manage their customer relationships. They organize events, customer awareness
programs and through social media like facebook, twitter, LinkedIn, blogs etc to
interact with their customers.
 Customer Service Center: Customer service center is available for 24/7 hours to handle
the inquiries.
 Availability Of Customer Information: Every customer information is not available in the
customer care center because they didn’t interact directly with the customers due to
the retailers.
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13. Continued;
 Training Programs For Deepening Customer Relationship: Internal and external
training programs are conducted in order to acquire ad deepen their customer
relationship.
 Strategies To Capture Its Competitor’s Client
 They have market intelligence
 They map the prices
 They set the pricing policy decisions
 If the competitor change the pricing policies obviously they change their price
policy.
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14. Competitors of Orient:
 The competitors of this company are:
- WAVES
- DAWLANCE
- PELL
- GREE
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15. Competitive advantages of Orient:
 Innovations
 Low electricity Consumption
 Products consume less electricity
 Low cost strategy
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16. Customer’s Feedback about Orient:
According to customers orient air conditioners have better
quality and have reasonable price.
 Some says orient has better quality
 Some says orient has good technological
 Some says it use low electricity consumption
 Some says its cooling is great
 Some says is design is good
 Some people have no awareness of orient company
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17. THANKYOU FOR LISTENINGTO OUR
PRESENTATION
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ANY QUESTION?
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