Transformation of Marketing Processes

Objective
To achieve greater customer satisfaction Benchmarking, Daily management plan Improved interaction with clients and sales prospects Use technology to automate and synchronize business processes Sales, Marketing & customer service.

The overall goals are to find, attract, and win new clients, nurture and retain those the company already has.

Customer Relationship Management (CRM)

CRM is a broadly recognized, widely-implemented strategy for managing and nurturing a companys interactions with clients and sales prospects.

CRM in B2B: Managing Buyer-Seller Relationships Transactional Exchange Collaborative Exchange

GAILs CRM system resembles below displayed flow chart:

Benefits to GAIL:
Increased agility, productivity and profits Reduced costs and risks in todays diverse environments Unified customer data across multiple business units and diverse functional systems More efficient service, higher customer satisfaction, and reduced service period Increased revenue through improved cross- and upselling Enhanced customer loyalty and increased brand image