CRM ASSIGNMENT

Name : Debashish Rawal Sap Id: 80303120038 Roll No: A036

WHAT IS CRM ?
Business approach that understands, anticipates and manages the need of current and potential customer of an organization. Integrating People, Processes and Technology of an organization Effective use of Information about customer to maximize customer satisfaction as well as cost reduction and increased profitability for an organization

MIND MAP- AIRTEL

TYPES OF CRM
Operational CRM Workflow Day-to-day activities

Analytical CRM Customer information Business development

Technological CRM Storage Area Network (SAN) was put in place ORACLE CRM was implemented to eliminate Technical Problems. Interactive CRM Telephone Call Center Email & Text Chat

E-CRM INITIATIVE: AIRTEL

After implementation of the Oracle CRM, Airtel now implementing eCRM. e-CRM implementation partner is IBM

Would provide a host of services now running on Oracle CRM Online customer support Customer profiling Web interface Sales management for vendors and partners

CRM ARCHITECHTURE

ISSUES FACED DURING IMPLEMENTATION

Problem getting user community (employees) to accept it Users forced to work harder to create processes and re-engineer systems around the new implementation

CRM Training for all related employees

Even best in class products are known to fail because of poor training

CONTD..
Integration of services across all 23 circles and upgrading the organization to provide newer services like up selling of relevant schemes, customized SMS burst etc. Maintaining the service levels at the same time enabling transition to CRM implementation.

ISSUES FACED AFTER IMPLEMENTATION

Functional Monitoring how the customers interact with the organization using the various modules of the CRM Visibility of business transactions across India Operational Monitor SLAs Maintenance and modification Data flow

Change Management Oversee enhancement Constantly improve customer experience

BENEFITS OF CRM IMPLEMENTATION

Customer segmentation Cross selling and up selling of relevant schemes Market analytics like records of customer profiles, profile, payment history etc

Generation of accurate leads and SMS bursts that target only the right customers based on their segmentation is possible
First time resolution has increased from 40 % to more than 90 %.

CONTD..
Customized and simplified bill formats, payment collection centers, network deployments, and the activation process was enabled The customer gets the same level of service across India especially from call centers. Reduced cost of customer or customer acquisition cost Airtel reached the 50 million subscriber mark recently.

GOOD EXPERIENCE- AIRTEL

BAD EXPERIENCES- AIRTEL

EVOLUTION OF RELATIONSHIP MARKETING- AIRTEL