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Submitted To: Prof. Rajkaran
Submitted By:Rajat Singhal (10PGDM-M041)
The new approach focuses on ensuring that your organisation is equipped to: Clearly gauge the impact of the complaint on all the parties involved establish a clear. they will have more confidence in your organisation. people will feel more valued. Explain the three step process of customer care with any corporate example.LISTENING The initial contact with someone who has concerns or wishes to complain about your service is key. Ans.1:. and you will be able to manage their expectations. appropriate plan of action. It is important to: make sure that you really understand the issues find out what they want to happen as a result obtain the right information to assess the seriousness of a complaint agree a plan and timescale at the outset maintain regular communication act quickly if you can. If you do this. deciding on the most appropriate response then becomes more straightforward. so that the outcome is more likely to be to the satisfaction of everyone involved. RESPONDING By correctly assessing the seriousness of a complaint. . and provide the person making the complaint with relevant support and advice.1.
The people who provide services are committed.2:. teaching them what you have to offer. using. representing the fact that customer retention truly is a cycle and the . Explain the different phases of the customer life cycle and discuss various marketing initiatives needed at each phase. turning them into a paying customer.In customer relationship management (CRM). support and use a service. conversion. In layman's terms. acquisition. and how those services can improve. By working in partnership with all those who provide. enthusiastic and caring ± and deserve to work in a service that does all it can to meet the needs of the service users. 2. Marketing analysts Jim Sterne and Matt Cutler have developed a matrix that breaks the customer life cycle into five distinct steps: reach. Ans. customer life cycle is a term used to describe the progression of steps a customer goes through when considering. and then keeping them as a loyal customer whose satisfaction with the product or service urges other customers to join the cycle. complaints provide a vital source of insights about people¶s experiences of health and social care services.IMPROVING Finally. retention. this means getting a potential customer's attention. purchasing. The customer life cycle is often depicted by an ellipse. and know that service users feel confident in you as an individual and the service as a whole. and maintaining loyalty to a product or service. you can: enhance your own professional development make improvements to the service you work in. and loyalty.
marketing processes.goal of effective CRM is to get the customer to move through the cycle again and again. Retain Customer Engagement Grow Serve Onboard Acquire Target Customer Lifecycle . and value added services to a unified decision supporting platform through iterative phases of customer acquisition. retention. cross and up-selling. The overall scope of the CLM implementation process encompasses all domains or departments of an organization. and lapsed customer win-back. which generally brings all sources of static and dynamic data.
A/B Testing Predictive offers Mobile Marketing Acquire Persuade the customer that you will meet and exceed needs Phase 1: Recognize: Offer Management Persuasive content architecture Phase 2: Anticipate Community Recommendations .Target Deliver the right message at the right time to the right channel Phase 1: Recognize: Brand management Content Targeting Customer Segmentation Phase 2: Anticipate Email marketing Site marketing Geo targeting Phase 3: Engage .
- *Scenario management Rich media Phase 3: Engage *Behavioral Targeting Instant Messaging Onboard Convert prospects into customers Phase 1: Recognize: *Commerce *Merchandising Phase 2: Anticipate *Product configurations *Rich Visualization Phase 3: Engage Guided Selling Contract Management Serve Allow customers to self-serve in a collaborative environment Phase 1: Recognize: Account Management Customer Feedback Ratings Phase 2: Anticipate .
- Issue resolution Real time alerts Phase 3: Engage Click to call Innovation management Grow Deepen your relationship with your customer base Phase 1: Recognize: Online Community¶s Special Pricing Phase 2: Anticipate Cross Sell Lifecycle dialogs Phase 3: Engage Sales dashboards Event based workflows Retain Reduce your customer churn Phase 1: Recognize: Phase 2: Anticipate Event based dialogs Knowledge Base Enhanced content .
Quality. Quantity. sales channels are shifting daily. and loyal customers are in short supply. On time Delivery and etc. In an era when technology changes are accelerating. low price competition abounds. such as: y Building a customer database that identifies and characterizes loyal customers and collects their individual attributes and needs. y Using this information to segment customers and prospects based on high. Empirical evidence suggests that success in retaining customers often boils down to doing the basics right. medium and low value. the company that invests in a customer retention strategy and makes a commitment to customer loyalty gains an important competitive edge. . Do you agree that retention of customers in the current competitive scenario is a challenge for the organization? Ans:. The key is to understand where that commitment and investment can be best applied and what tools and programs can make them work.- Expert location Phase 3: Engage Click to call Instant messaging 3. I agree with this statement that customer retention in the current competitive scenario is a challenge for the organization because all the competitors of your organization will able to provide the batter or the equivalent services in terms of Money.Yes.
For example. inventory monitoring and control. Ans:-SALES FORCE AUTOMATION Sales Force Automation is a technique of using software to automate the business tasks of sales. this powerful sales automation tool will give your team a strong edge over competitors. sales forecast analysis and employee performance evaluation.y Building trust to get customers to give permission to receive ongoing marketing and special offers (permission-based marketing). y Matching the right type of frequency/loyalty marketing program to your customers¶ needs/values. loyalty programs should include elements that focus on recognizing and retaining high value customers. however. CRM does not necessarily imply automation of sales tasks. 4. Sales Force Automation offers you the most powerful and advanced CRM solution to empower your sales force team. including order processing. . growing medium value customers. What is sales force automation? Briefly discuss any five facilities provided by sales force automation in managing customer relationship. SFA is often used interchangeably with CRM. y Making sure that employees deliver the promises made by marketing and sales departments. Combined with major eMarketing features for today¶s highly competitive e-Business marketplace. contact management. order tracking. customer management. information sharing. and either growing or disengaging low value customers.
start today and experience the power for yourself. FACALITIES OF SALES FORCE AUTOMATION Manage all sales opportunities Immediately create a new opportunity list and turn every lead into a hot prospect. including your outside sales force team will have a clear understanding of future events. Interactive and consistent customer leads and deal management Secure team-wide access to detailed account data will provide easy collaboration among sales force. Sales Force Automation is a low cost template-based online solution. Forecast revenues accurately Because the sales information is being continuously updated in real time. Follow-up using the sales management tool and maximize the number of closed deals. Close more deals Sales Force Automation will help company enhance the efficiency of sales process and give sales team the tool to collaborate and transform sales prospects into profitable customers. everyone on your team. and marketing personnel. Don't wait.With Sales Force Automation you can get quick responses from your customers. which will greatly enhance your CRM. and can appropriately forecast product needs and better understand customer demand. Follow our step-by-step guide to complete your program just in a few clicks. find out their interests and anticipate their future demand for your product and/or services. Better understanding of customer needs and long term demands . customer service & support teams.
. Anticipate customers' demands before they happen and be ready for a successful future. which can allow company to immediately see changes in customer demands and future needs.Analyze current and archived sales data.
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