COVER PAGE

SUBJECT:

CUSTOMER RELATIONSHIP
MANAGEMENT

TOPIC:

CUSTOMER RELATIONSHIP
MANAGEMENT STRATEGIES
ADOPTED BY COMPANIES

NAME : ASHWIN THAKUR

ROLL-NO : 38
GROUP NAME : ROSE GROUP
 ACKNOWLEDGEMENT

I, the undersigned student, of this reputed institute would

like to express my gratitude to my teachers and our respected
Principal Dr. Safia Mukadam for conducting such kind of
research activity in the institute. It has given us an exposure to
research and creational activities and an opportunity to explore
our hidden competencies.

I would like to give my heartfelt thanks to our co-ordinator

and my mentor Dr. Niyaz Ahmed for his continuous and
timely assistance which has been extended beyond its reach. His
effort has paid off well and has reflected in our attitude in these
times of research sessions and presentations. My teachers
delicacy is admirable to all the wards.
INTRODUCTION
 DEFINITION

Customer Relationship Management (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. Crm Systems Are
Designed To Compile Information On Customers Across Different Channels -- Or Points Of
Contact Between The Customer And The Company -- Which Could Include The Company's
Website, Telephone, Live Chat, Direct Mail, Marketing Materials And Social Media. Crm
Systems Can Also Give Customer-Facing Staff Detailed Information on Customers' Personal
Information, Purchase History, Buying Preferences and Concerns.

Customer Relationship Strategy

Customer Relationship Strategy As Defined By Kotler, Is The Process Of Utilizing

Detailed Information About Individual Customers & Carefully Managing All The
Customers Touch Points With The Aim Of Maximizing Customer Loyalty. The Final
Objective Of The Customer Relationship Strategy Process Is To Create A Powerful New
Tool For Customer Retention, Customer Value, Customer Acquisition & Profitability.

Customer Relationship Strategy Includes:

 Ensuring Both Inputs Across All Functions Including Marketing, Sales And
Services.
Integrating The Activities Of Marketing, Sales And Service To Achieve A
Common Goal.
Constantly Flexing The Balance Between Marketing, Sales And Service Inputs
Against Changing Customer Needs To Maximize Profits.
Costs And Outputs In Terms Of Customer Revenue, Profit And Value. Acquiring
And Continuously Updating Knowledge About Customer Needs, Motivation And
Behavior Over The Lifetime Of The Relationship.
Applying Customer Knowledge To Continuously Improve Performance Through A
Process Of Learning From Successes And Failures.

History Of Pizza Hut

It All Started In 1958 In Wichita Usa, When Brothers Dan And Frank Carney Opened The

Worlds First Pizza Hut Restaurant By Borrowing $600 From Their Mum. It Was The Start Of

The Biggest Pizza Name In The World, And In 1973, That Fantastic Pizza Came To The Uk.

What Started Out As A Single Hut In Islington, London Is Now Over 700 Restaurants And

Delivery Outlets Up And Down The Uk, And Guesses What; The Pizza Is Still The Best In

Town. Since We Came To The Uk In 1973 Weve Been Proud Of Our Service And Great Food.

We Brought Deep Pan To The Uk And We Invented Stuffed Crust And Cheesy Bites. And Were

Not Done There, Our New Pizzetta Range And Hot Dog Cheesy Bites Show Were Still Leading

The Way With Innovation.

We Know What You Want And We've Made It Faster And Easier For You To Get It At

Www.Pizzahut.Co.Uk Or On Your Mobile At M.Pizzahut.Co.Uk

 Fun Facts In Pizza Hut History

Pizza Hut Are The World's Largest User Of Cheese, One Of Their Secret Recipes Is The

Insider Pizza And That Alone Uses A Pound Of Cheese On Each Pizza. Over The Course

Of A Summer It Is Estimated That Pizza Hut Uses A 100 Million Pounds Of Cheese.

Pizza Hut Uses More Than 300 Million Pounds Of Cheese Annually.

To Make That Amount Of Cheese Requires 360 Million Gallons Of Milk.

Pizza Hut Purchases More Than 3 Percent Of All Cheese Production In The United

States, Which Requires A Herd Of About 170,000 Dairy Cows To Produce It.

They Also Use 700.000.000 Pounds Of Pepperoni And 525.000.000 Pound Of Tomatoes

In One Year.

In 2010 Pizza Hut History Was Made Again, When They Were The First National Pizza

Franchise To Allow Their Customers To Order Online In Spanish.

Ringo Starr (The Drummer Of The Beatles) Played In A Pizza Hut Commercial In 1995,

Together With The Monkees.

Gorbachev (The Former President Of The Ussr) Also Played In A Pizza Hut Commercial.

In 2001 Pizza Hut Sponsored A Pizza Delivery To The International Space Station.

One Of The Bad Guys In The Movie Spaceballs Is Called Pizza The Hutt.

The Oldest Pizza Hut That Is Still Functional Is In Wichita, Kansas.

In 1960, Tom Monaghan And His Brother, James, Purchased Domi Nick's, A Small Pizza Store
In Ypsilanti, Michigan, Near Eastern Michigan University. The Deal Was Secured By A $500
Down Payment, And The Brothers Borrowed $900 To Pay For The Store. The Brothers Planned
To Split The Work Hours Evenly, But James Didn't Want To Quit His Job As A Full-Time
Postman To Keep Up With The Demands Of The New Business. Within Eight Months, James
Traded His Half Of The Business To Tom For The Volkswagen Beetle They Used For Pizza
Deliveries. By 1965, Tom Monaghan Had Purchased Two Additional Pizzerias; He Now Had A
Total Of Three Locations In The Same County. Monaghan Wanted The Stores To Share The
Same Branding, But The Original Owner Forbade Him From Using The Dominick's Name. One
Day An Employee Returned From A Pizza Delivery And Suggested The Name Domino's.
Monaghan Immediately Loved The Idea And Officially Renamed The Business Domino's Pizza,
Inc. In 1965.

The Company Logo Originally Had Three Dots, Representing The Three Stores In
1965. Monaghan Planned To Add A New Dot With The Addition Of Every New Store, But This
Idea Quickly Faded, As Domino's Experienced Rapid Growth. Domino's Pizza Opened Its First
Franchise Location In 1967 And By 1978 The Company Expanded To 200 Stores. In 1975,
Domino's Faced A Lawsuit By Amstar Corporation, The Maker Of Domino Sugar, Alleging
Trademark Infringement And Unfair Competition. On May 2, 1980, The Fifth Circuit Court Of
Appeals In New Orleans Found In Favor Of Domino's Pizza.

On May 12, 1983, Domino's Opened Its First International Store, In Winnipeg, Manitoba,
Canada. That Same Year, Domino's Opened Its 1,000th Store Overall. In 1985, They Opened
Their First Store In The United Kingdom In Luton. Also In 1985, Domino's Opened Their First
Store In Tokyo, Japan. By 1995, Domino's Had Expanded To 1,000 International Locations. In
1997, Domino's Opened Its 1,500th International Location, Opening Seven Stores In One Day
Across Five Continents. From 2007 To 2012, Domino's Gradually Established A Presence In
India With At Least 1,000 Locations By 2012. By 2014 The Company Had Grown To 6,000
International Locations And Was Planning To Expand To The Pizza's Birthplace, Italy. CEO
Patrick Doyle In May 2014 Said The Company Would Concentrate On Its Delivery Model There.
 Explanation

Even Dominos Pizza Has Incorporated On March 16th 1995 India Private Ltd And Its
Started Operations In 1996.

Its Changed Its Name To Jubilant Food Works Ltd In2009.

In India Dominos Ranks Sixth among 59 International Markets by the Number of

Outlets.

Its Also Have 500 + Dominos Pizza Outlets In 110 Cities.

Its Has Sixth Post In The Serious On Indias Quick Services Restaurant (Qsr).

Its Strategy Is Think Global And Act Local.

And Its Brand Positioning Is Yeh Hai Rishton Ka Time.

 BIBILOGRAPHY

www.google.com

www.wikipedia.com

www.eweek.com

www.youtube.com

www.talisma.com

CRM- R.K SUGANDHI