Introduction:
In the current period of intense competition, the customer experience is often the main differentiator between commoditized products and services. Once a sale is complete, the contact centre becomes an enterprise’s primary touch point with its customers, whether they are consumers or other businesses. When a company realises what their customers want and responds with a consistently excellent customer experience, they create loyal and profitable relationships.
The best retention programs proactively analyze customer behaviour in order to identify and address at-risk customers before they defect. However, when the retention program becomes unsuccessful, it is usually up to the contact centre to “save” the customer. Effective customer retention programs are enabled by customer relationship management (CRM) and analytics solutions. Formal and informal contact centres need these underlying systems in order to serve as the last line of defence for businesses of all sizes – small, mid-market and enterprise – that are threatened with losing their customers to competitors.
This project report serves as building a successful contact centre customer retention program. It provides strategies and tactics for the company to employ in developing an effective approach that will yield high financial returns.
OBJECTIVES OF THE REPORT
1. The main objective of the report is to analyse the factors which influence the customer retention in the auto loans in Reliance Capital and to propose a model for customer retention.
2. To analyse the influence of satisfaction, perceived quality, commitment, trust and switching cost on retention.
3. To analyse the influence of perceived quality on satisfaction.
4. To analyse the influence of trust on commitment made by the staff.
Number of Pages of Project Report: 30
Package Includes: Project Report
Project Format: Document (.doc)
Table of Contents of Project Report:
Chapter 1: Introduction
1.1 Objectives of the project
1.2 Executive Summary
1.3 Scope of the project
Chapter 2: Company Profile
2.1 History of Reliance Capital
2.2 Vision of the company
2.3 Business Overview
2.4 Chairman’s Profile
Chapter 3: Customer Retention
3.1 Meaning
3.2 Customer Retention Strategy
3.3 Determinants of Customer Retention
3.4 Methods and tools of Customer Retention
Chapter 4: Research Methodology
Chapter 5: Findings and Analysis
Chapter 6: Recommendation/Suggestions
Chapter 7: Conclusions
Chapter 8: Bibliography
