2. WHAT IS CRM???
The practices, strategies and technologies that
companies use to manage, record and evaluate
customer interactions in order to drive sales
growth by deepening and enriching
relationships with their customer bases.
From marketing aspect, CRM is defined by as a
combination of business process and
technology that seeks to understand a
company’s customers from the perspective of
who they are, what they do, and what they are
like.
3. MISSION
“ Positively influence the social environment in
which we operate as responsible corporate
citizens, with due regard for those environmental
standards and societal aspirations which improve
quality of life.”
Henri Nestlé, 1857
4. VISION
The strategic priorities of Nestle Pak Ltd are
focused on delivering shareholder value through
the achievement of sustainable, capital efficient
and profitable long term growth.
5. TARGET MARKET
Their main target market includes people of all
ages.
Wide variety of dairy products is available to
cater almost every segment of customer such as
Milk, dairy and Chilled dairy.
Females – Nesvita
Business students - Bottled water
6. Baby food - Maggie noodles
Children, teens and adults - Breakfast cereals
Beverages - Nescafe, Milo, Nesquik, and
Nestle Friuta Vitals
People of all ages - Chocolates and
confectionary
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13. Customer Service And Support
A CRM system gives service reps real-time
access to the same database used by sales
and marketing.
Requests for service are created, assigned, and
managed.
Call center software routes calls to agents.
Help desk software provides service data and
suggestions for solving problems.
Web-based self-service enables customers to
access personalized support information.
14. Benefits of CRM
Identify and target the best customers.
Real-time customization and personalization of
products and services.
Track when and how a customer contacts the
company.
Provide a consistent customer experience and
superior service and support across all
customer contact points.
15. FAILURE OF CRM
Business benefits of CRM are not guaranteed.
50 percent of CRM projects did not produce
promised results & 20 percent damaged
customer relationships.