08-06-2013, 02:09 PM
A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT In Big Bazaar, Vijayawada
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Introduction
Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects.
It involves using technology to organize, automate, and synchronize business processes—principally sales activities.
But also those for marketing, customer service and technical support.
Marketing
Marketing capability is tracking and measuring multichannel campaigns, including email, search, social media, telephone and direct mail.
Customer service and support
CRM software provides a business with the ability to create, assign and manage requests made by customers.
Appointment
Sales, customer support, and service personnel regularly spend a portion of their time getting in touch with customers.
Challenges;
The lack of senior management sponsorship can also hinder the success of a new CRM system.
Companies are urged to consider the overall impact of a viable CRM software suite and the potential for good or bad in its use.
The increased use of customer relationship management software has also led to an industry-wide shift in evaluating the role of the developer in designing and maintaining its software.
Company profile
It is a public Company, started in 2001 By Mr Kishore Bhiyani.
Big Bazaar was launched its first Four stores in Calcutta, Indore, Bangalore and Hyderabad.
The headquarters is in Mumbai, India.
It’s Revenue is 6000 crores(in 2011)
There are nearly 36000 people were employed
It is one of the best company from Future Group.
LIMITATIONS OF THE STUDY
The respondents may have some bias in answering the questions.
As the survey was conducted at work place, the respondents pay little time for answering questions.
The time constraint is also one of the main limitations.
As the questionnaire was condensed, certain factors could not be studied in depth.