Definition: CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer satisfaction True CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic view of each customer in real time. This allows customer facing employees in such areas as sales, customer support, and marketing to make quick yet informed decisions on everything from cross-selling and upselling opportunities to target marketing strategies to competitive positioning tactics. It's a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. After all, good customer relationships are at the heart of business success. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. If customer relationships are the heart of business success, then CRM is the valve the pumps a company's life blood. As such, CRM is best suited to help businesses use people, processes, and technology to gain insight into the behavior and value of customers. This insight allows for improved customer service, increased call center efficiency, added cross-sell and upsell opportunities, improved close rates, streamlined sales and marketing processes, improved customer profiling and targeting, reduced costs, and increased share of customer and overall profitability. effective, an organization must convince its staff that change is good and that CRM will benefit them. Then it must analyze its business processes to decide which need to be reengineered and how best to go about it. Next is to decide what kind of customer information is relevant and how it will be used. Finally, a team of carefully selected executives must choose the right technology to automate what it is that needs to be automated. This process, depending upon the size of the company and the breadth of data, can take anywhere from a few weeks to a year or more.

CRM Business StrategyCRM strategy should be aligned to the organizations mission and purpose in order to harness the power of CRM software and bring about a sustained achievement of business objectives and profitable customer relationships. CRM strategies vary; however, the most successful strategies have several things in common. Clear alignment between the organisation's purpose and the CRM strategy; a strong strategy is a direct reflection of the company's purpose and supports the company vision in direct and easy to understand terms.CRM strategies must be customer focused; they should articulate the positioning, evolvement and objectives of the customer relationship. CRM strategies must have senior executive sponsorship and complete buy in from across the organisation. Both staff and management take their queues from the executive team so it is imperative that the executives are visible, vocal and active in their sponsorship of the CRM strategy.CRM strategies, just like other business strategies, are iterative processes; as the the organization advances so to will the CRM strategy. CRM strategies are often realized from the achievement of specific CRM objectives. To be successful, it's imperative that objectives are thorough, measurable and directly attributed to supporting the overall strategy. Several common CRM objectives include the following: Shared customer knowledge. Prospects, customers and business partners call on multiple resources in varying lines of business and through multiple communication channels. It's essential that any and all resources called upon share the same information in order to speak intelligently and with a common voice. Shared customer data ensures that each customer interaction is handled with the same degree of care while leveraging the same information across all departments, geographies and channels. 360 degree consolidated customer view. The achievement of a single, enterprise-wide view of the customer relationship delivers one real-time version of all customer information, eliminates duplicate data entry, reduces systems integration complexity and empowers staff with up to date knowledge and actionable customer insight.

Repeatable processes. The adoption of CRM automation software facilitates consistent processes, process improvements and best practices among all staff who use the software to become more efficient in their daily roles. If developing successful strategies and objectives were either easy or routine, the CRM implementation failure rate would not be deplorably high (over 50% according to research firm Gartner). Here's a few suggestions to provoke your advanced planning. Remember that CRM is not a project. Unlike with most projects, with CRM there is no end. CRM is a continuous journey and those organizations that are most successful repeatedly assess, learn and adjust and then repeat the process again. Don't think of beginning a business software selection or implementation project before you've acquired senior executive sponsorship. Missing, inactive or inadequate executive sponsorship correlates to CRM failure. Make sure you take the time to identify, reengineer and plan your business processes before you commit to a CRM strategy or begin looking for CRM software. Failure to thoroughly understand your business process framework, including the integration of processes with other departments, divisions or locations, may derail a thoughtful strategy or result in a poor business software selection decision. CRM implementations are always challenged by user resistance. To reduce this known risk, implement a broad representative team to ensure that all departments, divisions and/or geographic locations are fully represented. When evaluating CRM systems, specify the decision making criteria based upon your most strategic business objectives and in advance of reviewing software demonstrations. It's generally a big mistake to modify your decision making criteria based upon software vendor meetings and things you didn't know existed before the demonstrations. Dont be tempted to bypass the Request For Proposal (RFP) document and response. The effort of gathering, documenting, prioritizing and comparing your most important business requirements to each commercial CRM software system will heavily improve your implementation project. There is a clear negative correlation between companies that do not perform a detailed and weighted RFP and companies that incur CRM failures.

Warid historyWarid Telecom is a joint venture between Abu Dhabi Group & SingTel Group. Abu Dhabi Group entered into a strategic alliance with Singapore Telecom. Subsequent to this transaction in July 2007, telecom giant SingTel acquired 30% percent equity stake in Warid Telecom, Pakistan, for US$758 million. This partnership is part of a strategy to support Warid Telecoms continued growth and to enhance its market position. Abu Dhabi Group, one of the largest business groups in the Middle East and the single largest foreign investor in Pakistan. It has diversified business interests, offering strong financial resources and extensive management expertise that result in commercial success for several institutions. SingTels investment in mobile operations include, Advanced Info Service (AIS) Thailand, (21.4%), Bharti Telecom Group India (30.5%), Optus Telecom Australia (100%), Globe Telecom Philippines (44.5%), Pacific Bangladesh Telecom (PBTL) - Bangladesh (45%), Telkomsel Indonesia (35%) and Warid Telecom Pakistan (30%).

MissionWe will continue to challenge ourselves and set new performance standards by investing in the future of our people and seeking knowledge and innovation in order to exceed customer expectations and serve our community.

VisionTo become the primary service provider of all communication needs of subscribers in Pakistan supported by exemplary customer care.

Board of directors 1. H.E sheikh mohammad nahyan al nahyan 2. MR. zuhair Al khaliq 3. MR. Alan Wong tuan weng 4. MR. David ng peng foo 5. MR Munir froqqi warid product and services: SMS Crore Ka , Warid Tijarat SMS ChatterBox Warid Infotainment Service Warid Fun Facts Warid Ezee Connection Valentines Day Offer Mobile Internet Buckets Ask Warid Surf @ Twilight VOW Warid Group SMS , Warid Reverse Auction , Warid Ramadan Quiz Jhatpat Balance Prepaid GPRS Bucket Warid Comedy Corner , IM Over

SMS! Corporate RBT Bill Payment via ATM , Warid SMS Email , Warid Call & SMS Block 9211 Missed Call Alerts Warid MicroSIM Facebook Mobile Texts Warid Fantasy

Cricket Upload Photos @ Facebook Youth Blog Zone Warid Music Club DUA Service Love Meter Mobile Games , Pocket PCO , Balance Share , International Topup , Friend Finder , Place Finder , Basic Voice Services , Caller Tunes Zoom SMS Offer , Warid Menu Services Call Me Back , Dial Junction Recharge Me , Warid Zone Warid Phonebook Backup , Warid Alerts , Urdu Sim , Mobile Wizard , Dual Number Sim .

Corporate Values Honesty Integrity Compassion Fairness Promise Keeping Respect for Others Communicating Truthfully Our Pride We Listen, We Care, We Feel Our Pledge to Practice We PromiseWe Deliver Respect what we owe, care what we give

AL Warid Crm Al-Warid Customer relationship management is situated in Gulberg lahore opposite to the main market near Saddique Trade Center. Al-Warid give name of your CRM department is CSD department that means Customers Services Department. We conducted the interview of Customer services representatives MR Imran Sheikh. Our interview duration was round about 30 minutes. In this verbal interview we asked twenty two questions from MR Imran and got relative information regarding assignment. Al-Warid Crm Department consists of not just the CSD gulberg Lahore. All the warids help line call center and warid sale call centers are also the part of the warid crm department. Many customers have no extra time to come at CSD Gulberg office Lahore. Customers want us to solve their problems just on phone calls while sitting at home or in offices. So warid focus on help line call centers where warid call centers staff guides the customers and solve their problems on phone calls. Because the purpose of help line call center is to satisfy the customer issues and to guide the customers about the problems or services. Warids 90% customers are satisfied from helpline. Call center records the calls of the customers to maintain quality assurance. But some times when issues are not solved on phone call, then help line staff refers the customers to contact warid CSD department. Where first of all customers enter, take token number and sit on luxury sofas and wait for their turn. Customers feel very comfortable and relax on seats and this good environment reduces the customers emotional feelings. Because some customers get emotional when they pay for the services but are not satisfied. So warid creates good environment to reduce the customers emotions. After this, warid operator announces the token numbers in digital machine and customers get ready for their turn. Warids maxium customers waiting time is 5 to 10 minutes in CSD department. In help line call center, warids customers waiting time just is 1minute or to quickly pick the call. Warid give 5 to 10 minutes to each customer if in any case the issue is very critical. Then customer services representative refers customer to CSD manger and CSD manger handles these types of issues. In CSD office, the customers are divided as age wise or gender wise. Because in Pakistan, some ladies and old women do not like to deal with male agents and some times old citizens and ladies

feel hesitation when they talk with young male people. Old male citizens give more respect to young ladies and are better satisfied with ladies as compared to men, because old citizens or females like to meet with females. CSD departments policy is to talk very politely with customers with smiling face. Waird also gives proper training to its staff to focus on their communication skills and to have patience element in them. And also they should have guts to convince the customers to become loyal customers by always satisfying them as they leave the office. This is important because if warid loses one customer, then it loses more 100 customers. Everything from a Salam said by a guard, to Thanks for visiting warid by a customer relationship manager is pre-recorded in a documented form. Warid gives employment in CSD department to those people who are efficient in communication skills like clearly speaking the words, avoiding usage of vague words and using the words which are easily understood by the customers, carefully selecting words while communicating anything to the customers, having tolerance level to avoid aggressiveness while dealing with hyper customers, having good listening skills to understand the words spoken by customer as he has originally intended because the employee represents his company while talking to the customer. Warid treats its customers as a king because, one dissatisfied customer dissatisfies the other customers as well. Warid measures its customers' satisfaction by recording their calls as they call the help line. Also, it conducts surveys, campaigns etc., that help it to know what do the customers want, what are their basic needs, and to how much extent they are satisfied. It has a special department which takes necessary steps from time to time to constantly improve its quality. All CSD staff is always fully dressed up in dress court even the sweepers are also in proper dress court with tie. CSD department internally working is done by crm manager and assistant manager. Other staff just deals with customers and continually solves the problems of customers and also records the transactions and gives daily report to crm manager. Customers give suggestions through web sites or CSD department hangs the boxes in the office where customers drop their suggestions.

Warid CSD department makes monthly progress report in which they check the total numbers of complains in the whole month. They do analysis on the customers' total complains and check percentage of that complaints. They also check the percentage of those technical issues they solved in long time period. An also in this report, they check the customers satisfaction rate or dissatisfaction rate. In this monthly report, warid summarizes the customers suggestions and these suggestions are also the part of the monthly report. These suggestions are also very important for warid because these suggestions identify the customers changing needs and wants. CSD department improves the CSD services and forward this report to the technology department and innovation department where mangers take peccary actions and improve services and introduce new services or packages regarding customer suggestions or needs. Warid telecom checks whether the customer contacts are appropriate or not. Warid takes the customers ID card copy or ID card numbers and has direct link with Nadra. Warid online gives customers ID numbers to Nadra and Nadra verifies whether the ID card is real or not. Warid has two types of customers, one is post paid and other is prepaid. Warid's basic purpose is to save the customer contacts if in any case customer numbers do any illegal call or are involved in any illegal activity with warid sim. Then Government asks about the customers history or address so PTI strictly focuses on the customer addresses of all the mobile phone companies to check whether address is appropriate. In past, terrorists used the mobile phones for illegal activities. Warid has confidential software in which all customers' call history is saved. Its other purpose is also to save the customers contacts or history to identify the customer class or customer needs. Customers history is also very beneficial for launching the warids new offers. Because customers history also tells about the new customers needs. In past, warid used to check the customers history in which many customers used the sms or ghenta cal services then warid gave new low rate services to its customers and increased the loyalty of their customers. Prepaid maret competition is very tough and prepaid sim for both young generations so the new trend in young generation is to use 3 to 4 sims at a time so prepaid young customers are not loyal with any company. They just want cheaper call rates or sms rates so we use the competitive prices and set our prices. For purpose of cr is to face to face listen the customers and check the customer needs.

Also crm department is very helpful for the company when company launch new offers or products in the market they firstly meeting with cr department. And after the meeting they take final decisions. Because cr department better now about the market or customer information because front line employee is very important for in every organization because just front line employee directly face to face listen the customers need and wants. When the company launches any new offer or product firstly these new products tested in just specific area. Just like some special offers just for in one city that means the company wants to lunch this offer for whole customers but firstly they tested in so specific area or in 1 cities.cr staff involve in this activity and take feed back to the customers in some tricky ways on phone calls and make different events in which take the customers feed back and increase the customer relations. And check the customer satisfaction level. Todays warid crm department staff involve in warid diamond ring love Metter scheme, sms crore ka, and also promotion policies are developed from time to time to retain the customers lost. This is done by giving discounts on calls rates, giving free SMS bundles; free minutes etc., to the customers who dont use their SIMs for 2 to 3 months. These types of the offers build the good relationships with customer and increase the sales and customer loyalty. Warid also celebrate the valentine day or Eid special day with your customers and Greeting messages are sent to customers on religious events. Also, birthday messages or cards are sent to the loyal customers. In those activates or planning play major role of the crm department. And through these events warid take the opinions of the customers and interact the customers. In csd department mostly come post paid customers. Warid also make good relations with our retailers because retailers are the front line employees and the retailers just communicate with customers and retailers and customer relations just strong only this time. When warid retailers and warid crm department has strong relations. So warid have strong relations with your customers and give reward and bonuses to your retliers. Warid crm and marketing department also focus on social media marketing. Because social media marketing build the strong relationship with old customers and also make new customers. Because when warid do social marketing peoples thinking chajnge and they feel just warid have want to loyal with peoples and with out any reason warid have support the peoples with out any charges. Todays warid work on other call center is belong to sales department in which sales

warid staff firstly collect the data about the peoples who want to use and who have need to post paid sis. mostly elite class an busines class peoples want to use post pi sims. So warid staff use direct marketing techniques and directly contact with on phones. And build new customers and set good relationship with new customers. Customer fell good when he know the warid company know about our need and the warid company do special call to the customers. And also warid post paid sim free delivery on at new customer home that make a also good relation. When customer satisfied with warid services the then customer loyal with Warid Company. Post paid sales department also call back the old customer those shifted on an other sim due to some new competitors offers. Warid staff calls on these customers. And told about the new services or offers and give extra discount to those customers who shifted on any other sim and try to come back the customers on warid. And also warid help line or sale cal center focus on customer fed backs. when any customer call in warid call center or when warid sale call center call on customers in the last the automatic machine take the customer feed back . How much you satisfied with caller agents poor prees4, average press3, good press2, excellent press 1. Sales call center also part of the crm department all those departments are the part of the crm department they directly interact with customers. Customers have option to communicate with warid csd department on phone calls or through sent complain through website. Al warid also going into to some well organizations and give post paid connections with 4 months free billing charges. Warid start this activity to build strong customer relationship with customers and also want to increase the sales. because business class peoples for not easy to change the numbers on each day if one customers use free warid post paid number and then after five month he cannot off the number he use the warid number in 5th month or pay because he happy and loyal with warid if warid give 4 month free calls why not I pay bill of the 5th month and next months. So this activity very help full in increasing the sales or build the strong relationship.

CRM book concepts and Al warid Crm process CRM core department Al warid customer relationship department is the core department of the warid telecom. Because warid telecom customer relationship department directly face to face interact with customers. And warid crm department better know about the customers needs and wants. So all the warid innovation department, marketing department, sale department, depended on customer

relationship department. Because warid customer relationship management department forward the monthly complaints report or also told about the customer needs to innovation and marketing department. So warid consist majour an core department of customer relationship management. department

CRM identify the key customers Customer relationship department identify the key customers by checking customer history in which they check whose the customers use credit how much in one month. Warid key customers is business class in post paid connections or young generation in prepaid customers.

build effective relationship with your key customers warid has set a specific time period and amount spent for declaring customers as Loyal Customers. When the customers spend that particular amount of money, be it be prepay or postpaid customers, or they use their warid SIM(system integrated module) for a particular time period, then warid calls them its Loyal Customers. When customers become loyal to the company, they avail door to door services from a specially maintained department consisting of Personal Executives.

These customers are provided bonuses from the revenues earned from them. Also they are allowed to participate in certain campaigns and promotion programs of Warid. These customers also avail special offers like discount on bills, free SMS and calls

Crm department gather information bout customer needs

Through customer crm database, help line calls recording, surveys, or so many other ways crm increase customer loyalty & retention Warid personnel are taught to deal with the customers with the courteous attitude. Also promotion policies are developed from time to time to retain the customers lost. This is done by giving discounts on calls rates, giving free SMS bundles, free minutes etc., to the customers who dont use their SIMs for 2 to 3 months. Call centre records the calls done by customers to maintain quality assurance. Greeting messages are sent to customers on religious events. Also, birthday messages or cards are sent to the loyal customers. Door step services are provided to the customers. These services give a competitive edge to Warid.

crm department match the company products and services with customer needs Warid measures its customers satisfaction by recording their calls as they call the help line. Also, it conducts surveys, campaigns etc., that help it to know what do the customers want, what are their basic needs, and to how much extent they are satisfied. It has a special department which takes necessary steps from time to time to constantly improve its quality

Customers have options to communicate with your company Customers have options to communicate on phone calls or on internet through website or face to face communicate in customer service office. Mostly customers communicate on phone calls because customers want to satisfy in very short time. And also they feel easy on phone calls because on phone call customers have save energy cost, transport cost, time cost, so warid customers have also option to communicate your complains on internet through website. If the customers have not the satisfy on phone calls or through on website customers have also options to come in csd office and told about the problem. company before taking any descions check the customer data base Customer service department have the departed they better know about the customers needs and better know about the market. Because this department directly deal with customers. Nd also this department take the suggestion of the customers. So each department in which innovation department or other major departments before taking any descions must meeting with crm department and check the customer data base and identify the customer needs and wants and also check the suggestion report then these department take any final descions. Why you store the customer data any core reasons Customer data told about the customer needs ands wants and warid launching offers regarding customers needs also customer data told about the descriptive customers informations because customer data told about jut how ay business class use warid sim or how many young or other peoples use warid sims and also check the male or females customers strength and this

information I very important for making new product strategy or making new marketing strategy. Also customer data store for the requiring on pta because in past terrorist done to much unlegal activites with the help of phone calls. So customer data have store in warid copany and when government have need any customer information warid provide this customer information to the government.

Identifying satisfying retaining and maximizing the value of firms best customer Firstly customer relation department and marketing department identify the customer needs nd give new offer to the customers regarding customers needs. And create some innovation in exiting services and satisfy the customers .and also warid giving discounts on calls rates, giving free SMS bundles, free minutes etc., to the customers who dont use their SIMs for 2 to 3 months. Information is appropriate or not Warid have direct link with nadra warid sent customer id number in ndra office verify the customer nadra information. Warid have just verify the customer information in some technical cases. crm department record the purchase history or not Yes customer service department have record al the purchase history of the customers. Al warid sales point and franchise daily sales repot sent in to the crm department where warid save the customer purchase history. And also crm department have save the customers subscriptions record in confidential software. An this record is very important for warid. database record all contacts include distributors on customers Yes warid crm department save the distributors and customer information. Because warid crm have maintain the distributors record and identify where the need of waid new sale point or franchise and in which place. and also warid have give bonuses to his distubitors on sales so he save al the customers and distributors history. gathered information about the income, age, group Warid call center and crm department confidential software record the customer calls and customer history and have warid make monthly final report in which analysis how much male or female customers or also young or business class peoples join warid telecom or how much warid customers shifted on other sims. and new marketing and product offering streagties ase on this information.

if market very tough people just purchase advertising products your crm department what role play on this time ? warid fully focus on customer loyalty. So warid in this situation give free minutes to your customers and also sent greeting messages to the customer numbers. and build strong relationship with customers. And also warid current strategy to go in different well organizations and give free post paid sim with free 4 month billing. Because after 4 month customers have loyal with warid services .After 4 month customers have not easily change your numbers because in busines its not easy to change numbers on each day. organization committed with crm yes warid organization fully committed with crm because crm is the core department of the warid and all other departments are dependent on crm department organization have involve in crm department. project team before decision making meeting with crm department yes project team also meetig before the project strtig and aslo warid crm departent take part in the new projects when wrid tested new projects in some specifi city or aea. project tram familiar with or not ? yes warid project team familiar with crm department because warid crm department and project team work together when any new offers tested in the market.

Gap analysis:Warid has less focus on advertising. But warids competitors fully focus on advertising. Because advertising plays major role in building good relations with customers and also advertising increases the number of customers. Warids competitors, ufone, zong, jazz, give cheaper call rates to the customers and customers just want to use those sims that give cheaper rates. And if number of customers is increased then warid builds good relations with new customers Warid has applied some poor policies in which if warid customer subscribes the sim offer but unfortunately the customers account is less than 3 rupees then customer is not able to use warid sim or other call services. So many customers shifted on other sims because of only this reason and break the relation with warid and set new relations with other companies. Warid has not proper focus on the northern areas where Telenor captures the market. In warid call centers, male staff deals with the female customers and many female customers not call on help line because they dont want to talk with male people. Also many warid call centers male staff leak out the female customers numbers and female customers information.

Recommendations:Warid should spend out more on effective advertising. It should make more attractive adds for young customers and run these ads at 6 to 9 pm because at this time young audience watches the TV programs. And also play ads at 9 to 12 p to target business class and old people. Warid also needs to do more advertising through billboards or through print media, because advertising builds strong relations with new and existing customers and also increases the number of customers. Warid should provide cheaper rates to the customers and compete with competitors by low price strategy because the customers shift quickly on low rates networks and break the relations with company. If warid gives cheaper rates to its customers then warid will build strong relations with its customers. Warid telecom should avoid some poor policies like warid has one policy if warid customer activates sim or call offer but the customers remaining amount becomes less than 3 rupee after activating the service. And warid also charges the offer charges but the customers are not then able to use offer that they activated. In other companies, there are not such types of policies. Warid should focus on new markets or new segments. Warid customer service department calls by token number when customers go for complain in customer services department. But if warids CSD department calls his customers name then customers will feel good because if in 30 people the name of the person is announced, the person will feel good. In call centers, if only females receive the calls of the female customers then female customers will be more satisfied.