Introduction to CRM. CRM is the abbreviation for customer relationship management. It entails all aspects of interaction that a company has with its customer‚ whether it is sales or service-related. CRM is often thought of as a business strategy that enables businesses to: Understand the customer Retain customers through better customer experience Attract new customer Win new clients and contracts Increase profitably Decrease customer management costs Within the present business environment
Premium Customer relationship management Marketing
PROJECT TITLE To analyze the satisfaction level of the customers who are currently using Ion Exchange India Limited water purifiers and to generate service contract leads. OBJECTIVES • Study of the water purification Industry • Preparation of questionnaire to measure satisfaction level • Understanding customer needs and problems during the survey • Identify gaps in the service delivery model of Ion Exchange India Limited • Obtaining customer feedback for improving product and services • Suggesting
Premium Water supply Water purification Drinking water
1/29/2015 Creating Customer Value http://eproduct.hbsp.harvard.edu/eproduct/product/cc_8176/content/OPS/html/print.html 1/22 1/29/2015 Creating Customer Value This reading contains links to online interactive illustrations and video‚ denoted by the icons above. In addition to using reader controls in the navigation bar‚ you can also use the arrow keys on your keyboard to navigate between pages. Sunil Gupta‚ Edward W. Carter Professor of Business Administration‚ Harvard Business School‚ de
Premium Incandescent light bulb Customer Customer service
improving customer value‚ satisfaction‚ profitability‚ and retention. CRM software applications embody best practices and employ advanced technologies to help organizations achieve these goals.( Mc Dougall‚2004) CRM focuses on automating and improving the institutional processes associated with managing customer relationships in the areas of recruitment‚ marketing‚ communication management‚ service‚ and support. CRM takes a very customer-centric view of the entire customer life cycle‚ which means that
Premium Customer relationship management Customer service
Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention by Harkiranpal Singh May 2006 UCTI Working Paper WP-06-06 The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention Harkiranpal Singh Asia Pacific University College of Technology & Innovation Technology Park Malaysia Bukit Jalil‚ 5700 Kuala Lumpur‚ Malaysia May 2006 kiran@apiit.edu.my Abstract To be successful‚ organizations must look into the needs and wants of their customers. That
Premium Customer Customer relationship management Business terms
preferences & satisfaction level of BRTS customer with reference to Ahmedabad city. Ms.Bhoomi Patel Ms.Purvi Patel Abstract: Purpose – The purpose of this paper is to know BRTS customer‘s future preference & satisfaction level of Ahmedabad city. Methodology – we have used convenience sampling method for knowing preferences & satisfaction level of RBTS customer .Research instrument is unstructured questionnaire. Our sample size is 150 BRTS customer of Ahmedabad city. Research limitations/implications
Free Public transport Bus
Productivity & Quality Tools Customer Relationship Management Prof. Melvin V. Moraga Learning Objectives • Know what CRM is and its history. • Understand the importance of CRM. • Be aware of the potential benefits and costs of CRM. • Discuss the three phases of CRM. • Understand the four tasks to creating and developing CRM. • List the advantages and disadvantages of CRM. History of CRM B&S RM CIMS CRM e-CRM Time line Late 80’s Early 90’s Mid 90’s 2002 - Future B&S – Buying & Selling
Premium Customer relationship management Customer service Marketing
Automated Customer Service: Advantages Outweigh Disadvantages The marketplace in the world today is more competitive than ever before. Businesses are trying to increase profits and lower operating costs. Stockholders are insisting that companies make money‚ thus increasing their stock portfolios. Consumers are busier than at any point in the history of man. They work longer hours and try to squeeze more extracurricular activities into their evenings. Into this arena has come the automated customer
Premium Service system Service Customer service
Journal of Retailing 85 (1‚ 2009) 31–41 Customer Experience Creation: Determinants‚ Dynamics and Management Strategies Peter C. Verhoef a‚∗ ‚ Katherine N. Lemon b ‚ A. Parasuraman c ‚ Anne Roggeveen d ‚ Michael Tsiros c ‚ Leonard A. Schlesinger d b a University of Groningen‚ Faculty of Economics and Business‚ P.O. Box 800‚ NL-9700 AV Groningen‚ The Netherlands Boston College‚ Carroll School of Management‚ Fulton Hall 510‚ 140 Commonwealth Avenue‚ Chestnut Hill‚ MA 02467 United States c University
Premium Marketing Customer service
Customer Satisfaction IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS Customer Satisfaction Customer Satisfaction IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS February 2007 TABLE OF CONTENTS I. Introduction ................................................................................................................... 7 II. What will a Customer Satisfaction Framework Offer ........................... 9
Premium Customer service Consumer protection Quality of service