8/4/2019 Customer relationship management case analysis

1/17

My delight or your KRAs

Customer relationship managementcase analysis

8/4/2019 Customer relationship management case analysis

2/17

Group Members

Sudhakar G - Case Analyst

Ramnathan G - Case Analyst Prakash babu .P.A - PPT

Mohammed azheem - Co- ordinator

Mithun K - presenter

Shahnawaz khan - presenter

Mohammed Shebaaz - presenter

Safeena - presenter

Subhadipta singh - presenter Arun prakash - material collected

& printout

Siva kumar - material collected &

printout

8/4/2019 Customer relationship management case analysis

3/17

Synopsis

Allan mullay is facing is a problem with his laptoprelated to LCD screen. When we makes the complainthe couldn't get the proper channel to rectify theproblem. once this issues goes to the higher authority

he could able to find out the prompt solution. Therewas a lot of issues which makes him to get in troubleto rectify. We found a relationship between customersatisfaction and KRAs, will be dealing in the following

slides

8/4/2019 Customer relationship management case analysis

4/17

Problems dealt out in the case

Related to ford motor

Customers after sales service

Poor customer relationship

Related to laptop Service center

No proper channel

Related to refrigerators

8/4/2019 Customer relationship management case analysis

5/17

Problems related to laptop Poor customer service

Treating the customer in bias manner

No service center

Consumer satisfaction is not a part of KRAs

8/4/2019 Customer relationship management case analysis

6/17

Theories/concept related to the case

Management by objective

Bucket theory

North American approach

General CRM approach

8/4/2019 Customer relationship management case analysis

7/17

MBO PROCESS

8/4/2019 Customer relationship management case analysis

8/17

8/4/2019 Customer relationship management case analysis

9/17

North American approach

8/4/2019 Customer relationship management case analysis

10/17

General CRM approach

8/4/2019 Customer relationship management case analysis

11/17

8/4/2019 Customer relationship management case analysis

12/17

S l ti f t l t d t thi

8/4/2019 Customer relationship management case analysis

13/17

Solutions emerge from concepts - related to thiscase

MBO - consumer satisfaction should be a part of KRAs for alllevels of employees in a company

Bucket theory retaining the existing customer is easy , sofocus on route cause of the problem

North American approach the duty of relationship manager is

to maintain a good relations with the customer and company.Make sure that- no negative word of mouth by potential customerwhich create a bad image to company

General approach - customer loyalty and retention program by

adding financial benefits - replacing lcd at zero cost

adding social benefits - unbiased customer

8/4/2019 Customer relationship management case analysis

14/17

Defective

laptop was

not rectified

No

service

center

No

proper

response

Physical

damage

Customer

Bias

Poor

relationship

manager

Company

policy

warranty

8/4/2019 Customer relationship management case analysis

15/17

Strength

Laptop has a Warranty Taking the problem to the notice ofhigher authority Branded laptop

Weakness

Physical damage wont come inwarranty No service center Crm is poor Improper channel of authority

Opportunity Retain the prospects by providing aservice

Threat Negative word of mouthing Switch over the brand

8/4/2019 Customer relationship management case analysis

16/17

Conclusion but not an end As we have discussed the problems and

concepts of the case, there is no unique solutionfor this problem. We have come out with asolution from each concept. In order to make an

effective customer service all the concept are tobe implemented in the form of mixed strategy,provided the MBO to be top priority to get the rootout the problem in this case

8/4/2019 Customer relationship management case analysis

17/17