ST. ANDREWS COLLEGE OF ARTS, SCIENCE AND COMMERCE, BANDRA

Subject-

CUSTOMER RELATIONSHIP MANAGEMENT

SYBBI

SEMESTER- III

GROUP 6

TOPIC-

CUSTOMER CARE MANAGEMENT

Content

1 Introduction

2 Multimedia contact center and contact management

3 Electronic point of sales

4 Customer satisfaction survey

5 Service quality and its gaps

6 Transactional analysis

7 Winning strategies and processes for effective CRM

8 Conclusion

9 References

Introduction

What is CRM?Customer Care Management Definition Features– Patience – Commitment– Improvement– Assertiveness– Expediency

Multimedia contact centre

• Definition• Contact Management

Electronic Point Of Sales

• Definition• Working

Customer Satisfaction Survey

• Definition

Service Quality Gaps

Transactional Analysis

• Definition

Effective Implementation of CRM Strategies In Banks And Insurance Companies

• Concentrate on strategy and practices• Gather accurate information relating to your

customers• Practice-led Implementation for your CRM

solution• Learning from failures and success to further drive

business performance• User adoption is a critical factor

Conclusion

• Customer care is one of the most important ingredients of the marketing mix for products and services.

• High quality customer service helps to create customer loyalty.

• Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive.

• Customer service is the overall activity of identifying and satisfying customer needs.

References

• Wikipedia• Businesscasestudies.co.uk• Studymode.com• Books.google.com