ST. ANDREWS COLLEGE OF ARTS, SCIENCE AND COMMERCE, BANDRA

Subject-CUSTOMER RELATIONSHIP

MANAGEMENT

SYBBISEMESTER- III

GROUP 6

TOPIC-

CUSTOMER CARE MANAGEMENT

ROLL NO. NAME

8136 Jovita Monis

8137 Robert Mukundan

8138 Alva Edison

8139 Sushmita Naik

8140 Abhilash Nair

8141 Cheryl Nair

8142 Felicia Nazareth

8143 Nikitha Noronha

8144 Jophin Joseph

MEMBERS OF GROUP VI

Content1 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 and Credits

Introduction

Customer Relationship Management Definition Benefits– Quality and efficiency– Decreased costs– Decision support– Enterprise agility

Customer Care Management Definition Features– Patience ( Lots of Patience)– Commitment– Improvement– Assertiveness– Expediency

Introduction

Multimedia contact centre• Definition• Contact Management

• Advantages– Ready to use database with searching– Sales tracking– Email integration– Scheduling of appointments and meetings– Document management– Notes and conversation management– Customizable fields– Drip marketing– Import/export utility

Multimedia contact centre

Electronic Point Of Sales• Definition• Working

• Advantages– Accuracy of Prices– Employee Monitoring through EPOS– Stock Levels using EPOS– Financial Reporting using EPOS– Marketing Information from EPOS

Electronic Point Of Sales

Customer Satisfaction Survey

• Definition

• Advantages– Up-to-date feedback– Benchmark results– Show that you care

• Disadvantages– Too many surveys, so little time– Privacy Issues

Customer Satisfaction Survey

Service Quality

• Definition

Service Quality Gaps

Transactional Analysis• Definition

Winning Strategies And Processes For Effective

CRM• In Banks– 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

• In Insurance Sectors– Identify potential customers– Understanding the needs and buying pattern– Interaction with customers– Integration and segregation– Changing landscapes

Winning Strategies And Processes For Effective

CRM

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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