ST. ANDREWS COLLEGE OF ARTS, SCIENCE AND COMMERCE, BANDRA
Subject-
CUSTOMER RELATIONSHIP MANAGEMENT
SYBBI
SEMESTER- III
GROUP 6
TOPIC-
CUSTOMER CARE MANAGEMENT
Content
1 Introduction
2 Multimedia contact center and contact management
3 Electronic point of sales
4 Customer satisfaction survey
5 Service quality and its gaps
6 Transactional analysis
7 Winning strategies and processes for effective CRM
8 Conclusion
9 References
Introduction
What is CRM?Customer Care Management Definition Features– Patience – Commitment– Improvement– Assertiveness– Expediency
Multimedia contact centre
• Definition• Contact Management
Electronic Point Of Sales
• Definition• Working
Customer Satisfaction Survey
• Definition
Service Quality Gaps
Transactional Analysis
• Definition
Effective Implementation of CRM Strategies In Banks And Insurance Companies
• Concentrate on strategy and practices• Gather accurate information relating to your
customers• Practice-led Implementation for your CRM
solution• Learning from failures and success to further drive
business performance• User adoption is a critical factor
Conclusion
• Customer care is one of the most important ingredients of the marketing mix for products and services.
• High quality customer service helps to create customer loyalty.
• Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive.
• Customer service is the overall activity of identifying and satisfying customer needs.
References
• Wikipedia• Businesscasestudies.co.uk• Studymode.com• Books.google.com
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