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Published on: Mar 4, 2016
Transcripts - CRM assignment
Customer RelationManagementSubmitted by,Ponmathi.MBatch M2FIAT TrivandrumSubmitted to,Ms.AnupamaGhildyalCRM Faculty
AcknowledgmentI would like to thank my parents andfriends for their support and our facultyMs.Anupama Ghildyal for her friendlyguidance and strong support.I hereby thankGod for giving me this opportunity.
IntroductionCRM, or Customer relationship management,is a number of strategies and technologies thatare used to build stronger relationships betweencompanies and their customers.
CustomerA person or organization that buys goods orservices from a store or other business.
Customer ServiceIt is a help or servicewhich is provided tocustomers before theybuy products,at thetime of purchase andalso after they boughtthe product.
External CustomerWhoever going to anorganisation or a shop topurchase for their needs iscalled an externalcustomer.
Internal CustomerWhoever works in the organisation are calledinternal customers.
As a part of my project,I went toSpencers...
From my project, Most of the externalcustomers to spencersare, Ladies, especially thosewho work around Students from the nearbyschools and institutes Most of the internalcustomers are, Most of the staff stay ina nearby hostel They are so helpful to eachother They have good inter-
Basic needs of a CustomerBest service,whichincludes - Friendliness Empathy Knowledge andInformation Alternatives andOptions Fair Treatment Good and long lastingquality
From my project,I found some of these friendliness Empathy Options were there butless Good quality Fair treatment
My expectations when I went as a customer Customer friendlystaff Safety andsecurity Trusted products Ready response Good serviceoverall More options
My needs were satisfied but I am not delighted The staffs were so friendly butthey were not sounderstanding. There were some items aboutwhich they couldnt give usdetailed information. Place was Safe but not so tidy. They dont help us until we askfor them. Thus some of my expectationsremained expectations.
Three Phases Expectation When customers come toa shop or anorganisation,they mighthave expectation. Satisfaction This is the stage whencustomers meet theirexpectations. Delight When the customers get morethan what they expected,thenits known as delight.This iswhat every organisationshould aim. During my visit I am justsatisfied.
Customer Perception is ServiceEvaluation Reliability Responsiveness Competence Access Courtesy Communication Security Understaning Tangible Credibility
Different customer service skills I foundare... Customer friendliness Resposiveness Communication Empathy Time management Situation Evaluationand Analysis Listening skill Inter personalrelationship
My Skills Helping nature Understanding Empathy Fair treatment Patience Acting according tosituation Honesty
If I am an employee then, I make sure that I knoweverything about what Iam selling. I will aproach thecustomer before he asksfor help. Give him reliableproducts. I focus and aim forCustomer delight
Things I would like to change I would like to give more concentration oncleanliness and hygiene of the place I would like to keep a suggestion box, so thatwe could come to know more about customersdemand. I would put a "display board" which will beeasy for customers to find out where is theproduct they are looking for.
ConclusionAfter my CRM class,Icame to know theimportance of CRMand I am sure this willhelp me in future.Ithank our facultyMs.AnupamaGhildyal once againfor her lessons.
Bibliography Class notes Frankfinn CRM module www.customerservicemanager.com www.merinews.com www.tracktrainingservices.co.uk