2. CUSTOMER RELATIONSHIP MANAGEMENT Success to business

3. WHAT IS CRM It is a “comprehensive approach which provides integration of every area of business that touches the customer- namely marketing, sales, customer services and field support through the integration of people, process and technology”

4. The purpose of CRM “The focus of CRM is on creating value for the customer and the company over the longer term” When customers value the customer service that they receive from suppliers, they are less likely to look to alternative suppliers for their needs. CRM enables organisations to gain ‘competitive advantage’ over competitors that supply similar products or services “The focus of CRM is on creating value for the customer and the company over the longer term” When customers value the customer service that they receive from suppliers, they are less likely to look to alternative suppliers for their needs. CRM enables organisations to gain ‘competitive advantage’ over competitors that supply similar products or services

5. RECOGNITION OF CRM long-term relationships with customers are one of the most important assets of an organisation gives GROWTH long-term relationships with customers are one of the most important assets of an organisation gives GROWTH

6. BEST PRACTICES CRM

7. BEST PRACTICES CRM BEST PRACTICES

8. What does CRM involve? CRM involves the following: Organisations must become customer focused Organisations must be prepared to adapt so that it take customer needs into account and delivers them Market research must be undertaken to assess customer needs and satisfaction CRM involves the following: Organisations must become customer focused Organisations must be prepared to adapt so that it take customer needs into account and delivers them Market research must be undertaken to assess customer needs and satisfaction

9. Benefits of CRM reduced costs, because the right things are being done (eg - effective and efficient operation) increased customer satisfaction, because they are getting exactly what they want (eg - meeting and exceeding expectations) ensuring that the focus of the organisation is external growth in numbers of customers maximisation of opportunities (eg - increased services, referrals, etc.) increased access to a source of market and competitor information highlighting poor operational processes long term profitability and sustainability reduced costs, because the right things are being done (eg - effective and efficient operation) increased customer satisfaction, because they are getting exactly what they want (eg - meeting and exceeding expectations) ensuring that the focus of the organisation is external growth in numbers of customers maximisation of opportunities (eg - increased services, referrals, etc.) increased access to a source of market and competitor information highlighting poor operational processes long term profitability and sustainability

10. Implementing CRM When introducing or developing CRM, a strategic review of the organisation’s current position should be undertaken Organisations need to address four issues: 1.What is our core business and how will it evolve in the future? 2.What form of CRM is appropriate for our business now and in the future? 3.What IT infrastructure do we have and what do we need to support the future organisation needs? 4.What vendors and partners do we need to choose? When introducing or developing CRM, a strategic review of the organisation’s current position should be undertaken Organisations need to address four issues: 1.What is our core business and how will it evolve in the future? 2.What form of CRM is appropriate for our business now and in the future? 3.What IT infrastructure do we have and what do we need to support the future organisation needs? 4.What vendors and partners do we need to choose?

11. “Strategically significant customers” “Customer relationship management focuses on strategically significant markets. Not all customers are equally important”. Therefore, relationships should be built with customers that are likely to provide value for services Building relationships with customers that will provide little value could result in a loss of time, staff and financial resources “Customer relationship management focuses on strategically significant markets. Not all customers are equally important”. Therefore, relationships should be built with customers that are likely to provide value for services Building relationships with customers that will provide little value could result in a loss of time, staff and financial resources

12. ANNUAL-PREPARATION UNDERSTANDING INDUSTRY & YOUR MKT SHARE TARGET SETTING- SHOULD BE HIGH BUT ACHIEVABLE BUDGETS- AS PER DEPATMENT SOP – STANDARD OPERATIVE PROCEDURE SYSTEMS IMPLEMENTATION MAN-POWER QUALITY INCENTIVES INCREMENT PROFITS & RE-INVESTMENT FOR - GROWTH -HIGH CUSTOMER SATISFACTION UNDERSTANDING INDUSTRY & YOUR MKT SHARE TARGET SETTING- SHOULD BE HIGH BUT ACHIEVABLE BUDGETS- AS PER DEPATMENT SOP – STANDARD OPERATIVE PROCEDURE SYSTEMS IMPLEMENTATION MAN-POWER QUALITY INCENTIVES INCREMENT PROFITS & RE-INVESTMENT FOR - GROWTH -HIGH CUSTOMER SATISFACTION

13. TEAM-WORK CRM

14. ENQUIRY MANAGEMENT SYSTE WALK-IN INQUIRIES TELEPHONIC INQUIRIES ACTIVITY- DEMO,SEMINARS,CONFERENCE LEAF-LET INSERTIONS ADVERTISEMENT- NEWSPAPER, RADIO,TV WEB-SITE REFERENCE BANNERS, HOARDINGS, MAILERS,SMS ETC WALK-IN INQUIRIES TELEPHONIC INQUIRIES ACTIVITY- DEMO,SEMINARS,CONFERENCE LEAF-LET INSERTIONS ADVERTISEMENT- NEWSPAPER, RADIO,TV WEB-SITE REFERENCE BANNERS, HOARDINGS, MAILERS,SMS ETC

15. AREA-WISE INQUIRY REPORT GONDHLE NAGAR 91164 815647107 98 HADAPSAR GAON 73757250765990344145NA79 694 LONI KALBHOR 121716101582811 32311 165 MAGARPATTA 21282435141517131413922 225 MANJARI 253217352528421922141615 290 MUNDHWA 11171397 14374813 119 PHURSUNGI 40446152 59763035363941 565 RAMTEKADI 810 36713410826 87 SADESATRA NALI 364141571461173 81 MOHAMMAD WADI 6710845664737 73 SAYYED NAGAR 2215NA3 3713 27 HANDE WADI 92129671033 315 89 KALE PADAL 7136141116179115419 132 SASANE NAGAR 151381651311107159 137 THEUR 32714282NA655 45 URLIKANCHAN 54119961477324 81 WANWADI 8117 43 NA3512 66 KALYANI NAGAR 21122NA41 21 16 CHANDANNAGAR 81811121377766117 113 WADGAON SHERI 23NA246832345 42 KONDHWA 67713341210NA33 68

16. SALES-MAN WISE CONVERSION SALESMAN SALE SMAN WISE REPO RT 2011 JANFEBMARAPRMAYJUNJULAUGSEPOCTNOVDECTOT ANIL ENQ97791242322476964811455956 866 PAY6452881314224448591034431 582 BILLED604858221526374336974727 516 CONV 66%27%71%57%64%47%64%75%73%71%75%55% MAHESH ENQ172179220157208183165176172240120113 2105 PAY95121135891441051241471121888764 1411 BILLED104971039011597105113891788355 1229 CONV 55%68%61%57%69%57%75%85%65%78%73%57% NAZNEEN ENQ263235241591813 20711 223 PAY142422191591611101758 170 BILLED131920161811151152226 158 CONV 54%75%63%79%100% 89%85%79%85%71%73%

17. PRODUCT-WISE CONVERSION PLATIN A & DICOV ER 2011 PLATINA 100 APRILMAYJUNJULAUGSEPOCTNOVDECJANFEBMARTOT ENQ 15172171116241714171112182 PAY 14121377111812810118131 BILL 13912677171198108117 CON 93%71%62%100%64%69%75%70%57%59%100%67%8.87 DISCOVER 100 ENQ 8984858799951385655435383967 PAY 4756536784671014832242955663 BILL 5450525869491074630202537597 CON 53%67%62%77%85%70%73%86%58%56%55%66%8.08 DISCOVER 125 ENQ NA4348533837663032243840449 PAY NA3132523631532321182730354 BILL 13128403719532018162628317 CON NA72%67%98%95%84%80%77%66%75%71%75%8.6 DISCOVER 150 ENQ 29312161492084917159 PAY 20191451291681616117 BILL 16111210114 6151492 CON 69%61%67%83%86%100%80%100%NA67%100%86%8.99

18. DATA PROCESSING FOLLOW-UP SYSTEM POSITIVE CLOSE NEGATIVE CLOSE BRINGS MORE CUSTOMERS FIND REASON TOUCH- FOR NEW SCHEME THROUGH SMS TO ALL AFTER-SALE SERVICE SCHEDULE B’DAYS, REMINDERS, OTHER OCCASIONS FOLLOW-UP SYSTEM POSITIVE CLOSE NEGATIVE CLOSE BRINGS MORE CUSTOMERS FIND REASON TOUCH- FOR NEW SCHEME THROUGH SMS TO ALL AFTER-SALE SERVICE SCHEDULE B’DAYS, REMINDERS, OTHER OCCASIONS

19. CUSTOMER SATISFACTION INDEX RECEPTION PRODUCT KNOWLEDGE SALES EXECUTIVE FINANCE EXCHANGE TEST-RIDE SELECTION DELIVERY POST SERVICE FOLLOW-UP RECEPTION PRODUCT KNOWLEDGE SALES EXECUTIVE FINANCE EXCHANGE TEST-RIDE SELECTION DELIVERY POST SERVICE FOLLOW-UP

21. LOYALTY

22. THANK YOU THINK BIG THINK BIG