CRM

PRESENTATION

IIPM , Delhi ( Marketing & Finance – F9 )COPYRIGHTED COPYRIGHTED ©

 INTRODUCTION
Intro

• LGEIL : Established 1997

• Fastest ever Nationwide Launch
• Greenfield projects

2
 Customer Service
3

 Service Center Locater

 Complaint Registration
 Warranty
 Annual maintenance Contract
 Extended Warranty
 2.1.1
 LG Electronics has one of the largest
service networks in India

●
With 1100+ SVC Centers,
●
6000+ Engineers
●
Covering 250+ Towns.
●
LG  call centers are working 24*7
●
Direct Service Centers
 Service Center Locater
• www.in.lge.com
• Delhi Statistics.
9 Care Centers all over Delhi providing solution for
Color TV, DVD player, Music system, Home Theatre,
Car Audio, Refrigerator, Washing Machine Microwave,
Vacuum Cleaner
12 Care Centers for Air Conditioners
2 Care Centers for commercial AC
3 Care Centre for Desktop, Notebook, OSD and Monitor
14 Care Centre for GSM and CDMA

5
Complaint
Registration
• Online
Phone

Warranty
Terms and
conditions
Warranty Period
Warranty Lapse
6
 ANNUAL MAINTAINCE PLAN & Extended
Warranty
7
2.1.1 SERVICE

NO WAITING
8
Membership privileges
Reward points
Program partner benefits

9
 Visit to Malviya Nagar branch
10
11
 Different Customer Relationship Enhancement Programs

• LG Lead XI, South Africa

• LG Lead XI England
• LG Diwali Celebration Contest
• Microwave Cookery Queen Grand Finale
• LG Quiz Reward program for Notebook
& Desktop PC's
• Malika-e-kitchen

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Questionnaire

13
Questionnaire

14
Reach
10%

10% 30%

Most
Modearate
Neutral
Less
20% Least

30%

15
 Loyalty program

18%

Most
Modearate
55% Neutral
Less
27%
Least

16
 Repair pricing

30% 30%
Most
Modearate
Neutral
40% Less
Least

17
 Offers

20%
Most
Modearate
Neutral
SAD
HAPPY
80%

18
 Spare Part Price

20%

Most
Modearate
Neutral
Less
Least

80%

19
Overall Satisfaction

20%

yes
no

80%

20
 Questions?
WHERE DOES THE
COMPANY LACKS?
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 High
Repairing
Cost
For the
customers!
Recom
m endati
o n
 Solution
Profit

Customer - loyalty

customer
Improve  price logistics service

Supplier Delivery Inventory Sales & customer

Value chain Management management marketing management
management

SCM POS EDI CRM

 THANK YOU

Rohit Nayyar Ankit Gupta

Urvashi Arya Ritika Gupta
Divya Melho. Premjeet Singh
Vaibhav Malho. Usman Ali Khan 26