Case Study 2014

Submitted To:

Prof : Muhammad Ali
Group Leader:

Muhammad Tariq
Submitted By:

M.TARIQ Haroon Sadiq Adiba Jabeen Usman Sadiq

11344 11349 11544 11360 11317

Umer Farooq

BBA (8) A

Superior University Lahore

Page 1

Superior University Lahore Page 2 . Dedication:- To Almighty Allah and his prophet Mohammed (PBUH). Our special thanks to our teacher Muhammad Ali who not only provide us Opportunity to do this assignment but also paid a Fair attention to do it. Then we would like to thank our parents whose prayers and support have always been influential in our lives. without them nothing would have been possible. Finally we would like to thank all the people who directly or indirectly helped us out in this.Case Study 2014 Acknowledgement and dedication:- Acknowledgement:- First of all we are thankful to one and only the Almighty Allah and his prophet Mohammed (PBUH) for always guiding us in the thick and thin and giving strengths and courage to complete this project. and to Our loving parents who gave our life to face the world and to our dearest sisters who gave us a lot and always there for use whenever we need them we also dedicate to all our teachers specially Prof. Muhammad Ali to teach us and help us in every knowledge activity that we were done. and a thank you goes to the organizations whose data we used in this project as well.

Superior University Lahore Page 3 . They provide online services for troubleshooting. by coming up with new products and increasing its presence in all its featured markets. With the vision to become leaders of the industry. Orient strives to make each of its products. if it is bigger than the machine is send to their headquarter. Established in Lahore in1957. If the problem is major. Products include electronics including refrigerators. The orient web based service gives more enhancements in customer service capabilities. Orient 94 products and service of Orient offers wide range products and services to its valued customers. which can be value beyond the ordinary in every household. Customer relationship management of Orient offers a display of CRM and business application services that allow customers and subscribers to systematically record and store business data. in which they conducted exhibitions and make them experienced and give knowledge about the product.Case Study 2014 Orient Orient Group of Companies has been on the forefront of design and development. then they replace the item. Orient aims to give its customers new and original products each year. If the problem is minor then the technician solve at the spot. Value added Services Service Desk for personalized assistance Dedicated Offline Equity Dealing Desk Online services Orient Summer Gala Orient Center Wedding Offer. Orients products have proven themselves in functional performance parameters set by international industry experts. today the Orient Group of Companies is one of the largest consumer goods companies of Pakistan. They offer a uniquely integrated approach to CRM that enhances every customer interaction you have throughout the organization Orient offers a comprehensive CRM solution set with customization tool. They have customer sales centers in big cities of Pakistan. Their response time towards customer’s complaints is very quick. air conditioners and many more Products Orient Entertainer Orient Refrigerators Orient Washing Machine Orient Cassette Type Air Conditioners Orient Floor Standing Air Conditioners Orient Vacuum Cleaner Services. with careful R&D and intensive innovation. like they up-to date information. They give warranties. They send their representative within 24 hours. They conduct seminars for their retailers periodically.

"Once you have CRM implemented and your sales Superior University Lahore Page 4 . customer awareness programs and through social media like face book. Customer Information every customer information is not available in the customer care center because they didn’t interact directly with the customers due to the retailers. They have developed their own orient centers. Utilizing Of resources in managing Customer Relationship they focus on the resources to manage their customer relationships. they set the pricing policy decisions If the competitor change the pricing policies obviously they change their price policy.Business Goals Customer Retention. LinkedIn. they map the prices. Rewards for the Employees the employees performance is measured and rewarded on meeting the customer needs on successfully serving the customers in terms of Cash incentives World tours (China. They supply their products through retailers . Twitter and blogs) Market survey11 Evaluation of Customer Feedback Customer feedback is evaluated by setting the market plan . Training Programs for deepening Customer relationship Internal and external training programs are conducted in order to acquire ad deepen their customer relationship. twitter. high adoption rates are essential to success. Strategies to Capture Its Competitor’s Client they have market intelligence. Reward adoption. No CRM application will perform unless staff and salespeople actually use the system. but their orient center setup is not so successful due to consortium. Business Strategy They have the high inventory cost because their inventory is available in their warehouses all the time to increase their responsiveness. Measures to Obtain Customer Feedback Questionnaires Marketing agencies Source of social media (Face book.Case Study 2014 They don’t directly deal with the customers. Therefore. Acquisition and Development They retain their customers by doing innovations they are working together on a mission to provide the innovative products to the customers. Recommendation maximizes CRM payback to help you move your CRM initiative forward. They organize events. Corporate Clients they have almost seventy percent of the corporate clients of the air conditions and the water dispensers. Thailand and Indonesia). They incorporate new technologies and components into its product offerings. here are five top tactics to make your initiative meet or exceed expectations. in which everything is discussed what to deliver in the market according to the customer feedback. blogs etc to interact with their customers Customer Service Center Customer service center is available for 24/7 hours to handle the inquiries.

and customers to interact with the company and each other. Shift from efficiency focused metrics to effectiveness metrics. or online communities. Balaji. create your own CRM communities "As brands begin to positively influence the customer experience through both traditional and emerging channels. another boost for customer satisfaction and brand value. Improve retention by identifying dissatisfied customers and acting on them promptly. Superior University Lahore Page 5 . Reduce calls to your help desk by pointing people to self-service content."Average handle time and other efficiency metrics cannot capture your organizations ability to differentiate the brand. and done well. Look at problems and opportunities from a three dimensional perspective instead." says Fabre." advises James Wong. Maximize positive word of mouth by posting feedback to social network pages. President of US Operations for ITC InfoTech. CEO of Avidian Technologies. start with a simple declaration that they will only be paid commission if their contacts and opportunities are in the CRM system."A CRM practitioner should look for tool and solution rationalization for the three layers of decision making Strategic. success in such areas can actually be huge detractors in customer satisfaction and thus. Executive Director. N. Customer relationship management of orient mark mobile as a top priority mobile CRM is no longer a standalone function. customers will be open to company branded forums. mobile is a necessity for employees." advises L. brand value. Evaluate each change and execution according to how it impacts each of these three decision making perspectives. partners. and in fact. which can be used as another extension of your overall CRM approach. vendors." says Allis. Tactical and Operational.Case Study 2014 people trained. A well defined mobile CRM strategy can significantly improve employee productivity. enhance collaboration with partners and ultimately reduce the cost of operation and increase business revenues." says Taylor Allis. and Product Marketing for TeleTech. increase customer satisfaction. Suggestion to improve CRM response rate to the complaints and queries registered online must be answered at earliest. Today. Revamp and focus. Group Member:Muhammad Tariq: Cell No: 0312-6324866 Zonal Manager (Orient) Sadiq Hussain Cell No: Superior University Lahore Page 6 .Case Study 2014 Reference: http://www.