crm
DESCRIPTION
TRANSCRIPT
CRM PRESENTATION
IIPM , Delhi ( Marketing & Finance – F9 )COPYRIGHTED COPYRIGHTED ©
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Intro
• LGEIL : Established 1997• Fastest ever Nationwide Launch• Greenfield projects
INTRODUCTION
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Customer Service
Service Center Locater Complaint Registration Warranty Annual maintenance Contract Extended Warranty 2.1.1
LG Electronics has one of the largest service networks in India
• With 1100+ SVC Centers, • 6000+ Engineers • Covering 250+ Towns.• LG call centers are working 24*7 • Direct Service Centers
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Service Center Locater• www.in.lge.com• Delhi Statistics. 9 Care Centers all over Delhi providing solution for Color TV, DVD player, Music system, Home Theatre, Car Audio, Refrigerator, Washing Machine Microwave, Vacuum Cleaner 12 Care Centers for Air Conditioners 2 Care Centers for commercial AC 3 Care Centre for Desktop, Notebook, OSD and Monitor 14 Care Centre for GSM and CDMA
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Complaint Registration
• Online Phone
WarrantyTerms and conditionsWarranty PeriodWarranty Lapse
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ANNUAL MAINTAINCE PLAN & Extended Warranty
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NO
WA
ITING
2.1.1 SERVICE
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Membership privilegesReward pointsProgram partner benefits
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Visit to Malviya Nagar branch
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Different Customer Relationship Enhancement Programs
• LG Lead XI, South Africa• LG Lead XI England• LG Diwali Celebration Contest• Microwave Cookery Queen Grand Finale• LG Quiz Reward program for Notebook & Desktop PC's• Malika-e-kitchen
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Questionnaire
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Questionnaire
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Reach
30%
30%
20%
10%
10%
MostModearateNeutralLessLeast
16
Loyalty program
55%
27%
18%
ModearateNeutralLess
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Repair pricing
30%
40%
30%
NeutralLessLeast
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Offers
20%
80%
SADHAPPY
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Spare Part Price
20%
80%
MostModearateNeutralLessLeast
20
Overall Satisfaction
80%
20%
yesno
Questions?
WHERE DOES THE COMPANY LACKS?
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High Repairing
CostFor the
customers!
Recommendation
SCM POS EDI CRM
Value chain Suppliermanagement
Inventory management
Sales & marketing
customermanagement
DeliveryManagement
price logistics customerservice
Customer - loyalty
Profit
Solution
Improve
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THANK YOU
Rohit Nayyar Ankit GuptaUrvashi Arya Ritika GuptaDivya Melho. Premjeet SinghVaibhav Malho. Usman Ali Khan