Customer Relationship Management (CRM) Learning Objectives Define CRM; Understand the importance of CRM; Explain the determinants of CRM and the key stages in its development; Discuss the main functions and various models of CRM; Explain the role of salespeople as relationship developers Discuss the management of customer relationships. Customer Relationship Management (CRM) What is Customer Relationship Management (CRM)? CRM is “the development and maintenance of mutually beneficial
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Assessment activity 1: Locate and communicate OHS policies which clearly express the organisation’s commitment to implement relevant OHS legislation in the enterprise What information should be provided when communicating policies to staff? Information that should be provided to staff when communicating policies are as follows Duties of the employers‚ Duties of the employees and contractors Health and safety committees Discrimination in the workplace Risk assessments Control of risks Recording
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7 C’s of Customer Retention Checklist 1. Caring Attitude Projecting a caring attitude through: tone of voice use of pleasantries (please‚ thank you) smile projection empathy language (minimal use of industry jargon) taking ownership going the “extra mile” on behalf of customer 2. Customized Practices Definition of customizing: treating customers as individuals at all points of interaction making exceptions to policies/procedures to meet individual customer needs empowering
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DISSERTATION TITLE: INVESTIGATING THE EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT AT SACHA COSMETICS TRINIDAD AND TOBAGO LIMITED. SCHOOL TITLE: INVESTIGATING THE EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT AT SACHA COSMETICS TRINIDAD AND TOBAGO LIMITED ABSTRACT The concept of customer relationship management has become increasingly used in strategy and marketing literature in modern times. The term Customer relationship management is considered central
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CUSTOMER SERVICE AT AIRTEL‚ BANGALORE. A DISSERTATION SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF MBA DEGREE OF BANGALORE UNIVERSITY. Submitted By: Kirandeep Goraya Reg.No-05XQCM6027 UNDER THE GUIDENCE OF: DR.K.V.PRABHAKAR SENIOR PROFESSOR‚ MPBIM‚ BANGALORE M.P.BIRLA INSTITUTE OF MANAGEMENT ASSOCIATE BHARTIYA VIDYA BHAVAN. BANGALORE-560001 2005-2007 2 DECLARATION I hereby declare that the research work embodied in this dissertation entitled “Customer Service
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Excellence in customer service is the objective of all organisations wishing to be successful. However‚ there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business‚ and those with the highest level of service will know how to identify those expectations and meet them to the customer’s satisfaction
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the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these‚ icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments‚ comments
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Performance Management and Appraisal Case Incident 1 Appraising the Secretaries at Sweetwater U Background: Rob Winchester is the newly appointed vice president at Sweetwater U and he faced problems after his university career began. Rob’s boss‚ Sweetwater’s president assigned him the first task of improving the performance appraisal system used to evaluate secretarial and clerical performance. But the main difficulty is the performance appraisal was
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Why Customer Retention Is So Important Good customer retention is vital to any organization because a slight reduction (5%) in the customer defection rate has a disproportionately positive effect on profitability (depending on the cost of acquisition‚ ranging between 25 and 80 %!). Companies with high retention also grow faster. However‚ customers can only be retained if they are loyal and motivated to resist competition. When customers are merely satisfied with the service they receive they may
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CUSTOMERS’ SATISFACTION IN AFTER SALES SERVICE –CONSUMER DURABLE GOODS -A CASE STUDY OF AIR CONDITIONERS This study is about finding the factors affecting customer satisfaction‚ extent and level of prevalent after sales service in regard to consumer durable goods. For purpose of in depth study of the relevant issues one of such item “Air Conditioner” has been chosen keeping in view the latest craze‚ flooding of advertisement alluring the existing and potential customers. The study described
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