PRESENTATION ON TECHNIQUES OF CUSTOMER

RELATIONSHIP MANAGEMENT (CRM)

BYBYSACHIN S. NAGARGOJE SACHIN S. NAGARGOJE

(M.Sc. , M.M.S)(M.Sc. , M.M.S)ONON

07/08/1307/08/13

HOW COMPANIES LOSE CUSTOMER

What is crm………?

1) PAYBACK LOYALTY PROGRAM

How payback loyalty program works…….?

2) AUTO CARD

MARUTI SUZUKI AUTO CARD

3) ELECTRONIC CUSTOMER RELATIONSHIP MARKETING

4) SOCIAL MEDIA MARKETING

5) UNIQUE I.D.

Choose an Apple ID and password. Create a security question. Select your birth date. Enter your name. Enter your primary address. Preferred Language Contact Preferences

6) LOYALITY PROGRAMS

TAJ MAHAL HOTEL MUMBAI

A case study on crm in telecom (vodafone)

PROBLEM OF THE CASE STUDY

No robust CRM systemThe company's Oracle CRM system wasn’t built

to handle its growing customer base and users. There are 40,000 users on the CRM system with

12,000 concurrent users logged in at any given point of time, 24 hours a day

Downtime became routine Minute of downtime cost 6,944 interactions. That’s

6,944 lost opportunities to retain customers.

This increased repeat calls to customer service centers, increasing the company's expenses.

Mostly outsourced, these partners are usually paid on a per call received basis, and Vodafone has to pay for every call attended—even if the customer care executive is unable to help due to downtime. 

SOLUTION TO THE CASE STUDY

Vodafone launched a Web CRM. Based on Java J3

This lighter version would step into the shoes of the Oracle CRM whenever there is planned or unplanned downtime—automatically. 

SOLUTION TO THE CASE STUDY

So whenever there’s downtime, the Web application pulls out information from the master database when reading data.

BENEFITS DUE TO EFFECTIVE CRM

The Benefits: The new system has made downtime inconsequential.

On an average, the system has saved about Rs 5.3 crore since 2009 due to reduced calls to the call center.  

The repeat calls have fallen from about 28 percent in 2008 to 15 percent in 2011.

“Communication with the customer is the key”