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ASSIGNMENT - I

PREPARED FOR

PROF. ARLAND FREDERICK

PREPARED BY

MIRZA JOVERIA BEG (09)ANKITA BANKA (07)

TYBsc.I.T.-A

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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.
http://en.wikipedia.org/wiki/Holistichttp://en.wikipedia.org/wiki/Holistic

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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 noother 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 - YOURcustomers

Decreases costs, thereby increasing profits

Increase customer loyalty

View your business from your customer's perspective.

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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.

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17%

42%

33%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

Rule I Provide high standards of service

59% customers are happy with rule I

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8%

58%

17%

17%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

Rule II Provide information to your

customers

64% customers are happy with rule II

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25%

34%

33%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

Rule III be open and honest with your

customers

41% customers are not happy with rule III

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17%

42%

33%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

Rule IV provide choice to your customers

41% customers are not happy with rule IV

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25%

42%

33%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

Rule V consult with your customers

33% customers are not happy with rule V

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8%

42%42%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

Rule VI be courteous to your customers

50% customers are happy with rule VI

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8%

50%

42%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

Rule VII be helpful to your customers

58% customers are happy with rule VII

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17%

25%

42%

8%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

Rule VIII Put things right for your

customers

42% customers are happy with rule VIII

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33%

50%

17%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

Rule IX Provide value for money

33% customers are happy with rule IX

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FINAL PIE FOR NEW DIESEL INDIA

The Number of Customers who are satisfied

with the particular rule.

20%

12%

5%

2%

2%

25%

17%

10%

7%

Rule I--Provides High standards of service

Rule II-- Provides information to your customers

Rule III-- Be Open and Honest to your customers

Rule IV--Provide choice to your customer

Rule V-- Consult with your customers

Rule VI--Be courteous to your customers

Rule VII-- Be helpful to your customers

Rule VIII-- Put things right for your customers

Rule IX--Provide value for Money

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BEST PART Genuine Spare Parts &Excellent Service

WORST PART Need to attend tocustomers more like a king.

What they need to IMPROVE ON Customers expect a quick response even

outside the shop.

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ABOUT VODAFONE

Vodafone group is the worlds leading mobile

telecommunication company, with a

significant presence in Europe the middle-

east, Africa, Asia Pacific and United States.

Vodafones vision is to lead the industry in

responding to public concerns regarding

mobile phones masts and help bydemonstrating leading edge practices

and encouraging others to follow.

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Rule I Provide high standards of

service

33% customers are happy with rule I

8%

25%

42%

25%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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customers


25%

17%

25%

25%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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Rule III be open and honest with

your customers42% customers are happy with rule III

17%

25%

33%

25%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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Rule IV provide choice to your

customers42% customers are happy with rule IV

25%

17%

41%

17%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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58% customers are happy with rule V

25%

33%

17%

25%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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Rule VI be courteous to your

customers

42% customers are happy with rule VI

17%

25%

41%

17%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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Rule VII be helpful to your

customers

58% customers are happy with ruleVII

17%

41%

17%

25%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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customers

42% customers are happy with ruleVIII

17%

25%

33%

25%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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42% customers are happy with rule

IX

25%

17%50%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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FINAL PIE FOR VODAFONE

The Number of Customers who are satisfied

with the particular rule.

15%

8%

11%

4%

6%

19%

16%

10%

11%

Rule I

Rule II

Rule III

Rule IV

Rule V

Rule VI

Rule VII

Rule VIII

Rule IX

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What they need to improve on?

Best part of this organization.

Worst part of this organization.

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GigaHertz is a company that deals with

computers, laptops, printers and more

computer accessories.

They are retailers

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Rule I Provide high standards of

service42% customers are happy with rule I

17%

25%

41%

17%

Always

Mostly

Sometimes

Rarely

NeverDont Know

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customers


25%

17%

33%

17%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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Rule III be open and honest with

your customers

42% customers are happy with rule III

42%

42%

8%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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Rule IV provide choice to your

customers

42% customers are happy with rule IV

25%

17%

17%

41%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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42% customers are happy with rule V

25%

17%

17%

41%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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Rule VII be helpful to your

customers

42% customers are happy with ruleVII

8%

34%

50%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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customers

42% customers are happy with ruleVIII

17%

25%58%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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50% customers are happy with rule

IX

17%

33%

42%

8%

Always

Mostly

Sometimes

Rarely

Never

Dont Know

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18%

9%

14%

4%

4%

22%

10%

9%

10%

Rule I

Rule II

Rule III

Rule IV

Rule V

Rule VI

Rule VII

Rule VIII

Rule IX

FINAL PIE FOR GIGAHERTZ

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What they need to improve on?

Best part of this organization.

Worst part of this organization.

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THANK-YOU!!!!!!!!!!;)

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