CUSTOMER RELATIONSHIP MANAGEMENT ASSIGNMENT SOCIAL MEDIA AND ITS IMPACT ON CUSTOMER RELATIONSHIP MANAGEMENT Word Count: 3132 Submitted in partial fulfillment of the requirement for the Degree of Post Graduate Program In Management by Kunal Verma(08P084) Under the Guidance of Prof. Neelu Bhullar Management Development Institute‚ Gurgaon Contents Social Media and CRM ...............................................................................................................
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the following Customer Segments‚ Value Propositions‚ Channels‚ Customer Relationship‚ Revenue Streams‚ Key Resources‚ Key Activities‚ Key Partnerships‚ Cost Structures CUSTOMER SEGMENTS For whom are we creating value? Who are our most important customers? The customer segments we are focusing on are 1. Banks 2. Hospitals 3. Schools 4. Communication service providers 5. PHCN office 6. Beauty Salon 7. Spa Centre 8. And Others VALUE PROPOSITIONS What value do we deliver to the customers/clients? Which
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opportunities for people from all walks of life. Marriot with Employees & Customers (what they did & how they did it) Started by J. W. Marriott‚ Sr.‚ Marriott International has a long-standing tradition of “doing whatever it takes to take care of the customer.” It executes this tradition through a keen focus on its employees (called “associates”) by directing them to “Take care of your employees‚ and they’ll take care of your customers.” This deeply held belief‚ started by Mr. Marriott Sr.‚ remains the
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focus strongly on relationship management with customers. Innovative Customer Relationship Management (CRM) strategies and cutting edge software can help‚ to a great extent‚ in achieving the desired results. To provide customized services‚ banks are opening Personalized Boutiques which provide all the required financial needs of a customer”. The entire service industry is now metamorphosed to become customer- specific. In this context‚ the management of customer relationship in financial services
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SUGI 29 Solutions Paper 180-29 CRM: Making it Simple for the Banking Industry Aslam Chaudhry‚ SAS Institute Inc.‚ Cary‚ NC ABSTRACT Executing Customer Relationship Management (CRM) for the financial and banking industry involves many issues‚ including the use of unique processes and solutions. To be successful with CRM‚ financial and banking organizations must define and develop a business strategy as well as a supporting infrastructure for that strategy. SAS® Banking Intelligence Solutions
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BRO CRM 11-03-2002 12:54 Pagina 1 CUSTOMER RELATIONSHIP MANAGEMENT WHITE PAPER AO 02006 BRO CRM 11-03-2002 12:55 Pagina 2 Customer Relationship Management Executive summary Customer Relationship Management (CRM) is a business philosophy which provides a vision for the way your company wants to deal with your customers. To deliver that vision‚ you need a CRM strategy which gives shape to your sales‚ marketing‚ customer service and data analysis activities. For
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critically how Customer Relationship Management (CRM) system can play an important role to increase profits for each of the organization. CRM (Customer Relationship Management) is an information industry term for methodologies‚ software‚ and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example‚ an enterprise might build a database about its customers that described relationships in sufficient detail so that management‚ salespeople
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The CRM Value Chain Francis Buttle‚ PhD‚ FCIM Professor of Management MGSM Macquarie University Sydney NSW 2109 Australia Tel: 02 9850 8987 Fax: 02 9850 9019 Email: francis.buttle@mq.edu.au © Francis Buttle Not to be reproduced in whole or in part without permission 1 The meaning of those three letters‚ CRM‚ is hotly contested. For some‚ CRM is simply a bridge between marketing and IT: CRM is therefore an IT-enabled sales and service function. For others it’s little more than precisely
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implementing your idea 7. Communicate your case Appendices References Introduction Company X is a medium-sized software development company that is experiencing a slowdown in business right now because of the global economic downturn. Senior management is considering expanding its product offerings and is taking a look at the market to determine potential areas for entry. At a recent meeting‚ Mr. Loc brought up the enterprise resource planning (ERP) systems market. After much discussion they
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Customer Relationship Management In AIRWAYS Introduction Customer Relationship Management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. The work of CRM involves focusing on service-automated processes‚ information gathering and processing‚ and integration and automating various customer-serving processes in a company. CRM software is used to support these processes; information about customer and customer interactions
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