Premium Essay

Wac Report on Crm

In: Business and Management

Submitted By snittk
Words 1347
Pages 6
Assignment - I

Leveraging Web 2.0 to enhance CRM

(In partial fulfilment of the course)
Written Analysis and Communication II (2013-2014)
To
Prof. Meenakshi Sharma
&
Academic Associate Mr. Saurabh Shukla

By
Alok Agrawal
Section - C

On
13th January, 2013

INDIAN INSTITUTE OF MANAGEMENT, AHMEDABAD.

Abstract
In today’s digital era, everybody has heard of web 2.0 or social networking websites. These websites provide a two way communication flow and have changed the way people live, learn and work. Web 2.0 provides an opportunity to the business world to overcome the drawbacks of traditional CRM system by integrating with social media. Though there are hurdles and inertia in business world to implement this change, it is necessary to integrate the web 2.0 into CRM and engage customer in the foreground of the decision making process for the sustainable growth and success of the business.
(97 Words)
Full text
In today’s digital era, everybody has heard of web 2.0 or social networking websites. These websites, unlike traditional websites, not only provides information to the viewers but also empowers them to generate their own content by posting, commenting and interacting with other viewers. This two way flow of communication led to active participation of users in the social networking websites.
The rapid adoption of Web 2.0 has transformed the way people live, learn and work. It has increased the ability of the people to connect and share information with each other through online communities and forums. The increased online presence of the people on the cyberspace has started influencing the way companies do businesses.
Over the years, managing and strengthening customer relationship has been the fundamental strategy of any organization in the business world. Every organization, being small or large, has implemented a customer…...

Similar Documents

Premium Essay

Wac Report

...Market Research on B2B procurement Every manufacturing organization categorizes all purchases under A/B/C categorization. 1. Category A is high value/high volume materials that are critical for manufacturing the end output. 2. Category B is medium value/medium volume materials that are necessary for manufacturing. 3. Category C is low value items that may not be required as input material but are used in the manufacturing process. To take the example of an auto component manufacturer, * Category A item would be steel/aluminium * Category B would be industrial paint * Category C would be the safety gloves that the assembly line worker would need for the welding process Our organization Power2sme is involved in sale and distribution of Category A and category B items to the SME industry in India. For details on our organization, please visit www.power2sme.com We are now evaluating offering items that would fall under Category C for the manufacturing industry. We need a team to research the market potential for these items and assess the viability of offering them through a B2B eCommerce portal. The research study would need to include the following details 1. Identify list of 20 proposed items that can be offered. Since there are literally 100s of such products, the team would need to first create a laundry list and then shortlist 20 products that they would recommend from that list. 2. Market sizing and demand estimation for these 20......

Words: 379 - Pages: 2

Premium Essay

Crm Ppt

...14-02-2013 CRM CYCLE CUSTOMER RELATIONSHIP MANAGEMENT How CRM Works Essentially CRM works by collecting leads or consumer information. Analyzing the collected information to understand customer or market requirements. Adjusting marketing campaigns accordingly to increase sales. CRM also serves for customer service and support making businesses efficient and improve customer satisfaction. In any business, the bottom-line of CRM work flow is to (1) Initiate Marketing, (2) Process Sales, (3) Schedule Orders and (4) Provide Support . 1 14-02-2013 CRM Basics  CRM-Need for Business CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.  Any business owes its survival to its customers. Today if a company has to maintain its hold in the market the foremost step to be taken is to maintain and nurture its customer bank. Customer is the king, old or new. And if the customer is loyal to your business it works wonders to the profit of your business.  A good strategy will be to integrate every area of touch point with customers like marketing, sales, customer service, and field support. This is achieved with the integration of the people, process, and technology in the business.  CRM (customer relationship management) analytics comprises all programming that analyzes data about an enterprise's customers and presents it so that better and quicker business decisions can be made.......

Words: 1278 - Pages: 6

Premium Essay

Crm in Recruitment

...A study on the Customer Relationship Management (CRM) system at a global recruitment firm. How it affects to operational management process. Mohd Faisal MOHD HAMA Abstract The present paper document on a study of implementing Customer Relationship Management System (CRM) at one global recruitment company headquartered in Manchester United Kingdom, as a way of operation process improvement. This paper will highlight on the company condition before implementing the CRM system, the transition and how it affects the company operational management. The result has indicates that the use of CRM system has significantly improves in terms of client and candidates management system, invoicing and management functions in the organization. In addition, the implementation of the CRM system has allowed the company to centralized it operation, in terms of recording and sharing information on a global scale which enhance the company data efficiency and data management. However, due to lack in the software capabilities and end user knowledge, few problems are identified and how it affect in the system efficiency. Note: The company name used in this paper is a pseudo in which due to privacy and confidential reason practice by the company interviewed, the real name of the company has been agreed to be disclosed to respect the company wishes. Keywords Data Management - Process Innovation - Recruitment - Operation Management Introduction Peter Drucker, a writer and a......

Words: 5360 - Pages: 22

Premium Essay

Crm Project Report

...A PROJECT REPORT ON A CASE STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BOOK STORE CROSSWORD BOOKSTORE LTD. Submitted in partial Fulfillment of the requirement for the Award of Degree Bachelor of Business Administration Under of Tilak Maharashtra University, Pune -: Submitted By:- RAUSHAN KUMAR MISHRA P.R.N: 07110502048 BATCH: 2012-2013 Under the guidance of IRFAN AJMERI Vikas college of Arts, Science, & Commerce VIKHROLI, MUMBA TILAK MAHARASHTRA UNIVERSITY, PUNE-411037 (Declared as ‘Deemed to be University’ Under Section 3 of UGC Act, 1956 vide Notification No. F.9-19/85-U-3 dated 24th April 1987 by the Govt. of India) (Faculty of Distance Education) CERTIFICATE This is to certify that the project titled “A case study of customer relationship management in retail bookstore with reference to CROSSWORD BOOKSTORE LTD” is a bona-fide work carried out by Mr. RAUSHAN KUMAR MISHRA, A student of BACHELOR OF BUSINESS ADMINISTRATION semester 6th specialization in MARKETING MANAGEMENT PRN Number: 07110502048 Under Tilak Maharashtra Vidyapeeth, in the Year 2013. Head of the department Examiner Examiner Internal External Date: Place: University Seal COMPANY CERTIFICATE CERTIFICATE This is to certify that Mr. Raushan Kumar Mishra, PRN Number:......

Words: 9709 - Pages: 39

Premium Essay

Defination of Crm

...CRM is an acronym that stands for Customer Relationship Management. It describes the strategy that a company uses to handle customer interactions. One example of a common CRM strategy is the rewards card program offered by many supermarkets. The store gives its customers a free card that gives them access to special deals and discounts when they swipe the card during checkout. But that card also tracks everything the customer buys and allows the store to create an extremely detailed customer profile based on his or her purchasing habits. Armed with that information, the store can then offer its customers targeted coupons and other programs that will motivate its customers to buy more products from that store. Many CRM software and/or service packages exist to help companies manage the customer relationship process. In fact, salespeople tend to think of these computer programs as the be-all and end-all of CRM. But CRM has existed for much longer than the computer – in fact, it has been around in one form or another for as long as people have been buying and selling. Computers have greatly enhanced the customer relationship management process because the key to a good CRM is uncovering and storing information about customers. The more a company knows about its customers, the better it can manage those relationships – as in the above example of supermarket rewards cards. CRM software can help by storing all this information in an easy-access format. With a typical CRM program...

Words: 632 - Pages: 3

Premium Essay

Crm Project Report

...A Project Report On Customer Relationship Management in Reliance Life Insurance Submitted in partial fulfillment of the requirements for Award of Master of Business Administration With Specialization In Human Resources Submitted by Abhishek Vermani Reg No- MBA-6259 Under the Guidance of COMPANY GUIDE INSTITUTE GUIDE SANTOSH KUMAR B.R ROHITH C KALASKAR CUSTOMER EXECUTIVE SECRETARY GENERAL HET-IMS HUBLI Declaration I hereby declare that the project entitled “CUSTOMER RELATIONSHIP MANAGEMENT” undertaken at RELIANCE LIFE INSURANCE COMPANY LTD,SOLAN submitted in partial fulfillment of the requirement for the award of the degree in Master in Business Administration to the ICDEOL Summer Hill Shimla. It is my original work and is not submitted for the award of any other degree or diploma. Place Date ABHISHEK VERMANI ACKNOWLEDGEMENT As I look back after the completion of my project I feel it would not have been possible without the guidance. I am very grateful to all the people who have lent their precious time and advice for rendering this project successful. I take this opportunity to thank them all. Firstly, I am grateful to “RELIANCE LIFE INSURANCE COMPANY LTD, SOLAN” for giving...

Words: 16128 - Pages: 65

Premium Essay

Crm Implementation

...PROPOSAL FOR CRM IMPLEMENTATION AT WeCare HOSPITAL Contents Introduction 3 What is CRM? 3 Bibliography 4 Abstract Customer Relationship Management (CRM) systems helps businesses to manage customer interactions more effectively and efficiently. CRM enables businesses to understand their customer’s needs and formulate the businesses strategies with careful analysis. This paper outlines a proposal for the management in implementing a successful CRM model in WeCare Hospital, firstly giving an insight in to why businesses needs to move from business centric to customer centric way of doing business and secondly, identifying the importance to shift from the traditional CRM systems to the technologically driven CRM system. Section I- Introduction Customer Relationship Management is a system for managing a company’s interactions with the current and future customers. It involves using technology to organize, automate and synchronize sales, marketing, customer service and technical support. It can also be considered as a strategic process merging businesses strategy and system to integrate information from different functional areas of the company (sales, marketing, finance, accounting, logistic etc.) to offer a comprehensive understanding of the customer and develop stronger relationships with them through out the customer life cycle. According to (Lin & Yen, 2001: Ngai 2005), Swift (2001, p.12) CRM is an “enterprise approach to understanding and......

Words: 1403 - Pages: 6

Premium Essay

Crm Case

...manually jumping between applications and creating new reports to import and export data between applications that could not be currently integrated. Significant effort was also expended in e-mail and other communications between users throughout the firm to collect information that was not recorded in the system. Working around the limitations of the technologies had been possible when the sales volume and number of clients was small, but with the expansion of the company the situation had become unacceptable. Management felt that it was time to implement a comprehensive CRM strategy with integrated technology specific to the needs of their financial divisions (both the mutual fund and the asset management sides). The three companies under the umbrella of Mashkin shared the same objectives for their new CRM approach: 1. To provide superior service to customers in addition to the benefit of the core product; 2. To identify, focus on and retain key customers; 3. To develop customer’s profiles; and 4. To improve managerial decisions and workflow. The desired (and expected) outcome of the new strategic approach, which included the internal reorganization of the use of resources, was increased productivity through faster access to comprehensive client records; faster response to customer needs; better reporting and analytical capabilities; reducing duplication of efforts; and gaining data manipulation capabilities. THE CRM PROJECT In order to deal with the complex......

Words: 3209 - Pages: 13

Free Essay

Wac Report on New Year's Eve Crisis

...Southern Pasta Company (SPC) which was recently bought by Michael’s Homestyle Pasta (MHP) just three weeks ago, Mike has to come up with an action plan as he can’t suffer a huge financial losses and also not risking the lives of impeccable customers. The stuff pasta is a specialty product and with the acquisition of SPC, MHP is the only major player in the market. Thus, the customers were too much dependent on these two companies. The customer dependency is authenticated by the fact that the cline didn’t end contract with SPC after the May 2001 recall incident. So, instead of holding an upper hand over the restaurant chain, Mike has to concern about stuffed pasta being taken off the menu. Also, there was no food contamination report from the restaurants clients after the May recall incident. But, the quality of food was suspected which is supplied by SPC. So, it was concluded that the restaurants have a hale standard for cooking. As Mike and his wife were expecting their third child in early January, he was not able to spend time at SPC which was located in Tampa. Thus, he was not able to integrate the culture of two companies. This may be the reason why Jones came forward only 3 weeks when he developed a little trust in the new management. The workers at SPC are used to following orders, ethical or not, and also used to work under authorities management. So whatever decision is to been taken has to solve the contaminated batch issue as well as focus......

Words: 1211 - Pages: 5

Premium Essay

Crm at Minitrex

...CRM at Minitrex Surendra Garapati Wilmington University Customer Relationship Management: Customer Relationship Management is well known for practices and technologies that any organization will use to improve and investigate, for developing business relationships with customers and helping with customer maintenance there by driving to sales growth. This system is used to obtain information about the customers that are involved in the company relationships. That would include the company’s website, telephone, live chat, direct mail, and online networking. CRM network will also give detailed information on customer’s personal information, purchase history, intentions to buy and interests. CRM assists in figuring out and rewarding the most beneficial consumers. CRM is defined as a combination of consumer maintenance along with devotion standards, along with facts foundation programming. Businesses can have preferred to preserve contacts with new clients, maintain these people and create a long-run, loyal human relationships. Before existence of database system, following human relationships together with numerous consumers had been nearly extremely hard. data base today, assists in amassing consumer details, comply them for particular marketing and promotion activities. CRM is much more needed to business in competition with bigger opposition. Diverse companies have got various assumptions on CRM. CRM utilizes recruiting human resources and it also services in......

Words: 906 - Pages: 4

Premium Essay

Crm Presentation

...Customer Relationship Management (CRM) Services, Support, Sales, Marketing Jasim January 2016 Table of Contents Section 1 What is CRM Section 2 CRM in Telecom Business Section 3 Table of Content CRM within IT Landscape Section 4 CRM Data Source Section 5 CRM and Business Strategy Section 6 CRM and Organization Section 7 CRM as A Differentiator Section 8 Current Telecom Challenges Section 9 Current and Decision Making What is CRM ? “(CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.” “Customer Relationship Management – in short CRM - is a customer-oriented strategy. The company and its processes are customeroriented. The aim is to increase customer satisfaction and long-term customer loyalty to the company. This can be achieved by an individual customer care.” Source: SearchCRM Source: SmartCRM A management philosophy according to which a company’s goals can be best achieved through identification and satisfaction of the customers' stated and unstated needs and wants. Source: BusinessDictionary What is CRM ? Customer Service Sales Marketing Customer Support CRM in Telecom Business  Telecom operators are......

Words: 1319 - Pages: 6

Free Essay

Wac Teracog

...“TerraCog Global Positioning Systems” WAC II ASSIGNMENT I Submitted to: Prof. Danesh Gojar By: Vinod Dubey (FSB I - 60682) Date of Submission: 11th March, 2012 TerraCog Global Positioning Systems February, 2008 To, Mr. Richard Fiero, The President, TerraCog. Subject: Launch of ‘Aerial’ Dear Sir, This report is an analysis of options available regarding project Aerial and strategy regarding dealing with the emerging competition in the market. Executive Summary The redesigned version of Aerial which includes features like satellite imagery is planned to be launched in the coming holiday season. TerraCog is losing its market share to Posthaste’s BirdsI, a similar product already present in the market and is eager to hit the market with Aerial. But the cost of redesigned Aerial is high ($475) and it is not profitable to price Aerial below $475, which is $75 higher than BirdsI. Also at current set price of $475, company cannot expect sufficient sales due to price sensitive nature of the product. Thus company should delay the launch by six months and should come up with better technology at a lesser price. Contents Sr No | Topic | Page No | 1 | Executive Summary | 03 | 2 | Situational Analysis | 05 | 3 | Problem Statement | 06 | 4 | Options Available | 06 | 5 | Criteria for Evaluation | 06 | 6 | Evaluation of Options | 07 | 7 | Recommendation | 09 | 8 | Action Plan | 09 | Situation Analysis TerraCog......

Words: 1270 - Pages: 6

Premium Essay

Terra Cog Wac

...II To : PGDM Students From : Danesh Gojer WAC II ASSIGNMENT 1 Case : Terracog Global Positioning Systems Class : Wednesday, 7 March, 2012 Assignment : You are Emma Richardson, Executive Vice President. Using the WAC format prepare a full report on your decision concerning Project Aerial. The report is to be sent to your direct boss – Richard Fiero, President. Deadline : 12 AM on Monday, March 12, 2012 in a soft copy format to the following address fsbwac@flame.edu.in. Please send the copy in both a doc or docx format as well as a PDF format. Guidelines for submission 1) Word limit Word limit for your report: 1200 (Exclude from the count the cover page, executive summary, the contents page, and any exhibits). Penalty for exceeding the word limit: one sub-grade if the total number of words is between 1201 and 1300; one full grade if the number of words is more than 1300. Please write down at the end of the assignment the number of words you have used in the body of the assignment. Please block the body (that is, the report excluding the executive summary, contents page, references, exhibits, and cover page) and use the word count in MS Word to arrive at the number of words. Any verbal tables (as opposed to predominantly quantitative tables) and footnotes (other than references) that you use in the body of the report should be counted. If you use any text boxes in the body of the report, please count the words in them separately and add it...

Words: 300 - Pages: 2

Premium Essay

Crm of Microsoft

...Microsoft Dynamics CRM 4.0 User’s Guide i Microsoft Dynamics CRM 4.0 User’s Guide Copyright Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless otherwise noted, the companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted in examples herein are fictitious. No association with any real company, organization, product, domain name, e-mail address, logo, person, place, or event is intended or should be inferred. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. As the software licensee, you may make reasonable customizations to the software online help documentation for your internal use only. You are solely responsible for and bear any and all liability relating to any customizations you make. This includes any adverse effect that your customizations have on any functionality of the licensed software, the software documentation itself or otherwise relating to use of your customizations. Please note that installing software upgrades may rewrite customized online help files. Microsoft may...

Words: 193152 - Pages: 773

Premium Essay

Larson in Nigeria Wac Report

...Larson In Nigeria | WAC Report | | | | | 9/6/2012 | | Table of Contents Letter of Transmittal 3 Executive Summary................................................................................................................................4 Situation Analysis...................................................................................................................................4 Problem Statement 6 Statement of options 6 Criteria of Evaluation 7 Evaluation of Options 7 Recommendation 8 Action Plan 8 References 8 To, Mr. David Larson September 6th, 2012. Subject: Regarding report on the Larson Inc subsidiary in Nigeria. Dear Mr. David, I have herewith attached the report pertaining to the Larson Inc subsidiary in Nigeria. This report analyzes the situation pertaining at Nigeria and factors contributing to the problems experienced by Larson’s joint venture in Nigeria. This report will help you make a rational, logical and informed decision regarding your endeavours. Regards, xyz Executive Assistant, Larsen Inc. Executive Summary Pessimistic report of George Ridley, CEO of the Nigerian affiliate has lead Mr. David Larson, The vice-president of international operations, to prepare a plan to continue to operate the company's Nigerian joint venture. Maintaining the operation was complicated by problems in staffing, complying with a promise to increase the share of local ownership, a joint venture......

Words: 1271 - Pages: 6