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ASSIGNMENT - I
PREPARED FORPROF. ARLAND FREDERICK
PREPARED BYMIRZA JOVERIA BEG (09)ANKITA BANKA (07)TYBsc.I.T.-A
• Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers.
• CRM software is used to support these processes; the software system can be accessed, and information about customers and customer interactions can be entered, stored and accessed by employees in different company departments.
• Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.
• While the term CRM generally refers to a software-based approach to handling customer relationships, most CRM software vendors stress that a successful CRM effort requires a holistic approach.
Benefits of regularly monitoring and utilizing customer feedback
• In this day and age, the average business loses 10% of their customer base every year, and most don't know why. Increased competition, pressure for time, decisions, and action are burdening owners like no other time in history.
• To gain a competitive advantage over their competition, and to grow a healthy business, smart owners and their managers are putting customer feedback to work for them.
• Tap the thoughts and opinions of your most valuable asset - YOUR customers
• Decreases costs, thereby increasing profits • Increase customer loyalty • View your business from your customer's perspective.
• Started in 1984
• It deals with repairing of FUEL INJECTION PUMPS & NOZEL (Injectors) used in DIESEL CARS.
• Mostly Diesel Engine Mechanic are the customers here and frequently even Transporters visit.
Rule I – Provide high standards of service59% customers are happy with rule I
Rule II – Provide information to your customers
64% customers are happy with rule II
Rule III – be open and honest with your customers
41% customers are not happy with rule III
Rule IV – provide choice to your customers41% customers are not happy with rule IV
Rule V – consult with your customers33% customers are not happy with rule V
Rule VI – be courteous to your customers50% customers are happy with rule VI
Rule VII – be helpful to your customers58% customers are happy with rule VII
Rule VIII – Put things right for your customers
42% customers are happy with rule VIII
Rule IX – Provide value for money33% customers are happy with rule IX
FINAL PIE FOR NEW DIESEL INDIA
The Number of Customers who are satisfied with the particular rule.
• BEST PART Genuine Spare Parts & Excellent Service
• WORST PART Need to attend to customers more like a king.
• What they need to IMPROVE ON Customers expect a quick response even outside the shop.
ABOUT VODAFONE
• Vodafone group is the world’s leading mobile telecommunication company, with a significant presence in Europe the middle-east, Africa, Asia Pacific and United States.
• Vodafone’s vision is to lead the industry in responding to public concerns regarding mobile phones masts and help by demonstrating leading edge practices
• and encouraging others to follow.
Rule I – Provide high standards of service
33% customers are happy with rule I
Rule II – Provide information to your customers
42% customers are happy with rule II
Rule III – be open and honest with your customers
42% customers are happy with rule III
Rule IV – provide choice to your customers
42% customers are happy with rule IV
Rule V – consult with your customers58% customers are happy with rule V
Rule VI – be courteous to your customers
42% customers are happy with rule VI
Rule VII – be helpful to your customers
58% customers are happy with rule VII
Rule VIII – Put things right for your customers
42% customers are happy with rule VIII
Rule IX – Provide value for money42% customers are happy with rule
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FINAL PIE FOR VODAFONE
The Number of Customers who are satisfied with the particular rule.
What they need to improve on?
Best part of this organization.
Worst part of this organization.
• GigaHertz is a company that deals with computers, laptops, printers and more computer accessories.
• They are retailers
Rule I – Provide high standards of service
42% customers are happy with rule I
Rule II – Provide information to your customers
42% customers are happy with rule II
Rule III – be open and honest with your customers
42% customers are happy with rule III
Rule IV – provide choice to your customers
42% customers are happy with rule IV
Rule V – consult with your customers42% customers are happy with rule V
Rule VI – be courteous to your customers
50% customers are happy with rule VI
Rule VII – be helpful to your customers
42% customers are happy with rule VII
Rule VIII – Put things right for your customers
42% customers are happy with rule VIII
Rule IX – Provide value for money50% customers are happy with rule
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FINAL PIE FOR GIGAHERTZ
What they need to improve on?
Best part of this organization.
Worst part of this organization.
THANK-YOU!!!!!!!!!! ;)
