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18/01/2010
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The word derives from "custom," meaning "habit"; a customer was someone who frequented a particular shop,
who made it a habit to purchase goods which is sold in the shop rather than elsewhere,
And the shopkeeper had to maintain a good relationship with "customer" for (expected purchase in the future).
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
Our greatest asset is the customer! Treat each customer as if they are the only one! Customer is a Advocate, Positive word of mouth. Invest maximum time and effort to serve these customer.
Know
your customer..to Capture and retain them! Data helps in Customer Segmentation! If we dont take care of our customer then some one else will !
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
Does traditional Methods attract & Motivate Customer? Media gives new choices that match customers Interest. Consumers desire RETAIL EXPERIENCE is more Personalized.
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
Based on unique behavioral attributes, customer are of following types: Wandering Customer Need based Customer Impulse Customer Discount Customer Loyal Customer
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Now customers want to own a BUYING EXPERIENCE. What Moves Products VS What Moves People
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When product becomes so similar and Technologies are commonly available, CUSTOMER EXPERENCE is the only true differentiator!!
The Goal as a Company is to have customer service that is not just the best, but legendry!
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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Is there a scientific systematic method? How do we identify our loyal customers? How can we retain them as an organisation? How do we ensure all our departments , employees work towards this? Can we enter into a long term relationship with our customers? How do we maintain, manage this relationship?
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Customer satisfaction
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do business again.
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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69%
13%
Product Dissatisfaction
9% 9%
Others Better Prices Elsewhere
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Some
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A great experience
OR
A poor experience
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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High expectations
A poor experience
A great experience
Low expectations
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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High expectations
A poor experience
A great experience
Delighted
Low expectations
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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Delighted customers
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So !
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High expectations
Devoted customer
A poor experience
A great experience
Low expectations
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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CUSTOMERS.
Relationship with
In
simple words ,Winning the confidence of customer, Maintaining the Goodwill of Organisation in terms of Product and Service (Pre-Sales + Sales + Post-Sales)
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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WHY?
Devoted customers !!
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Devoted customers
How?
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The more you engage with customer the clearer things become and Its easier to determine what you should be doing..
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Think 3D
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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Be
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High expectations
A poor experience
Low expectations
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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High expectations
Devoted
Low expectations
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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A Poor Experience
Vinika Shingala - ADISHWAR INDIA LTD
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High expectations
A great experience
Low expectations
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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Spot Disappointment
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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High expectations
A poor experience
A great experience
Disaffected
Low expectations
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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Go for Delighted
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Marketing Team Stores Support Team (Contact Centre ie Voice & Web based) Delivery Team
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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CRM Benefits
Increased Revenues from better prospect targeting. Increased Purchase per current Customer. Customer Retains Longer with the Organisation.
But need good database which is properly maintained in order to retain customers and serve their particular needs
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Customers information = currency Make customer a Open Book to YOU. Every information is Revenue for us.
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The basic premise of CRM is to offer superior value to customers in an effort to turn
Suspect
into prospect Prospects into Customers, Customers into Loyal Customers, and Loyal Customers into Partners & Advocates
Vinika Shingala - ADISHWAR INDIA LTD 18/01/2010
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Quality
Customer service
C R M
Marketing
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