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CRM Implementation in Consumer Durable Industry

Rs. 1,500.00

Customer Relationship Management or CRM is a strategy and processes used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. Today marketers consider retaining of customers as much more challenging job than acquiring customers in context of growing competitive forces. The traditional transactional approach of marketing became insufficient to achieve the marketing goals. The focus of transactional marketing is on individual transaction and doesn’t concern continuous relationship with customers. . There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. CRM is about organization and streamlining of processes and information. CRM enables the vendor to quickly and easily get and provide access to all aspects of business management and customer interactions, and also allows customers to quickly and easily find and use information on their own. By streamlining aspects of vendor-client interactions, CRM helps organizations manage and coordinate their businesses efficiently, as well as provide excellent customer service. CRM combines marketing, customer, and financial information so that management, salespeople, customer service, and also the customer can access the same information.
Over the last several months, there's been a lot of debate about the validity of CRM as a business strategy. Building a customer-centric enterprise takes time, planning, and a dedication to change at the front and back end of a company. most frequent mistake companies make is to confuse a CRM strategy with technology implementation.
The difficult part of any CRM initiative is making sure a company's culture and structure are on board. Technology can then become an enabler of one-to-one communication: Web sites, call centers, mobile devices, etc., become opportunities to develop profitable customer relationships that will put your company in the successful 50%.What is required is organisational change,proper training,Employee empowerment and proper integration among the channel partners and a clear cut understanding of the CRM objective, organisation objective and choosing the software that alligns the organisation objectives and the software will lead to sure success of the CRM implementation. Any company engaged in becoming customer centric must be cognizant of the transitional process, including a step by step awareness, a clear funding strategy, and attainable goals.The entire research is focussed on the causes leading to poor implementation focussing on what the employees feel as its very important to first satisfy the internal employees before we think of external employees.The factors leading to effective implentation are extracted from the people in service department as well as the marketing executives who directly deal with the customers and is link between customer and employees..

Number of Pages of Project Report: 81
Package Includes: Project Report
Project Format: Document (.doc)

Table of Contents of Project Report:
- Executive Summary
Chapter 1
1.1 Introduction
1.2 Objectives
1.3 Research Methodology

Chapter 2: Conceptional Framework
- The Evolution of CRM
- Current trends in CRM
- CRM in India
- Origin of CRM
- Developing the CRM Strategy
- Types of CRM Software
- Process of CRM
- Implementing CRM
- CRM in Some Consumer Durable Industries
-- Whirlpool
-- Samsung
-- LG
-- Voltas

Chapter 3:
3.1 Findings
3.2 Conclusion
3.3 Limitations

* References

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