Frankfinn CRM Assignment 2020

Customer Relationship Management

1. Frankfinn Institute of Air Hostess Training Presentation By- Ravindra Shinde Batch- E4 Vashi

2. Customer Relationship Management Assignment July 2020

3. Acknowledgment I am very thankful to Frankfinn Institute & very grateful for the strong support and guidance provided to me by my Customer Relationship Management teacher Mr. Raman Soni Who helped me in preparing this assignment, I am very thankful to him for the same.

4. Introduction CRM, or Customer relationship management, is a number of strategies and technologies that are used to build stronger relationships between companies and their customers. ADD A FOOTER 4

5. 5 Customers A person or organization that buys goods or services from a store or other business.

6. 6 Customer Service It is a help or service which is provided to customers before they buy products, at the time of purchase and also after they bought the product. This Photo by Unknown Author is licensed under CC BY-NC-ND

7. Types of Customers Internal customers are stakeholders who work within your company (employees) and require assistance from another individual or department to get their job done. This is in contrast to external customers who pay for your services and are not directly connected to the organization. Internal Customer Whoever works in the organization are called internal customers. External Customer Whoever going to an organization or a shop to purchase for their needs is called an external customer. 7

8. Internal Customer An internal customer is a customer who is directly connected to an organization, and is usually (but not necessarily) internal to the organization. Internal customers are usually stakeholders, employees, or shareholders, but the definition also encompasses creditors and external regulators. 8 This Photo by Unknown Author is licensed under CC BY-SA-NC

9. 9 External Customer The external customer is someone who signs a check, pays our employer, and ultimately makes our paycheck possible. External customers have choice, and if they don't like your product or service can take their business elsewhere. An internal customer or internal service provider can be anyone in the organization. This Photo by Unknown Author is licensed under CC BY-SA

10. 10 The Project Work Due to ongoing Pandemic, I physically didn’t go anywhere, instated I want Share my Experience With Amazon.com And its Customer Service This Photo by Unknown Author is licensed under CC BY-SA-NC

11. 11 Amazon 1)As s Multinational company Amazon have both Internal Customers and External customers. 2)It Is second most revenue generating company in the world.

12. 12 Internal Customers Amazon have over 8,40,400 Employees, And the Discounted Shares. Amazon give  you 5, 15, 40, 40. In the final two years they vest  every  6 months (20%) rather than a  year . Also they  do  a review  every year  which adds more  RSU  that takes two years to vest.

13. 13 External Customers Amazon working every continent, with hold of more than 64% of world. From Newborn To Elderly, both male and females. It practically has everything on it website. They target type of every single person. You find Heavily discounted Items Exotic products also available at reasonable rates.

14. 14 Basic need of Customers Friendliness Empathy Knowledge and Information Alternatives and options Fair Treatment Good and Long lasting Quality

15. 15 I found these Qualities on Amazon.in Accessibility Many Alternatives Friendliness Empathy Knowledge and Information Any time

16. 16 Expectations From Amazon Customer friendly staff Safety and security Trusted products Ready response Good service overall On time delivery

17. 17 My Thoughts On Overall Experience It was just more than Okay, defiantly can be improved. They can deliver on and on given Address, not asking your custom come on certain street. They Actually can and Should Deliver to customers Home as mentioned in order. Follow up on Customer complaint will better. My Needs Were Satisfied But I Am Not Delighted 

18. 18 Types Of External Customers Wandering customers, Need-based customers, Discount customers, Loyal customers, Impulse customers

19. 19 Loyal Customers Customers that make up a minority of the customer base but generate a large portion of sales. Loyal customers are the most important segment to appease and should be top-of-mind for any company. This type of customers generally represent no more than 20% of a company’s customer base but contribute the majority of  sales revenue . Loyal customers, as the name implies, are loyal and value a product heavily. In addition, loyal customers are likely to recommend the company’s products to other people. Therefore, it is important to solicit their input and feedback and involve them in a company’s decision-making process. Heavy emphasis should be placed on loyal customers if a company wants to grow.

20. 20 Impulse Customer Customers that do not have a specific product in mind and purchase goods when it seems good at the time. Impulse customers are the best customers to upsell to and are the second most attractive segment (after loyal customers) to focus on. Impulse customers do not have a specific shopping list in mind and purchase products spontaneously. In addition, impulse customers are typically receptive to recommendations on products. Impulse customers are second to loyal customers in the generation of sales revenue. Keeping these customers in the loop on new product offerings goes a long way in improving a company’s profitability.

21. 21 Discount customers Customers that shop frequently but base buying decisions primarily on markdowns. Discount customers play an important role in turning over a company’s inventory. Therefore, discount customers are a key contributor to a company’s cash flow. This type of customer seldom purchases products at full price and shops around for the best markdowns. Discount customers are resilient to upselling, are usually the least loyal segment of customers, and generally move on when better markdowns are available elsewhere.

22. 22 Need-Based Customers Customers with the intention of buying a specific product. Need-based customers are driven by a specific need. In other words, they enter the store quickly, purchase what they need, and leave. These customers buy for a specific need or occasion and are hard to upsell. It is important to note that need-based customers can be easily drawn to other businesses. Therefore, it is important to initiate positive personal interaction with this customer segment in order to retain them. Converting need-based customers to loyal customers is attainable with proper positive personal interactions.

23. 23 Wandering Customers Customers that are not sure of what they want to buy. Wandering customers draw the largest amount of traffic to the company while making up the smallest percentage of sales revenue. They have no specific need or desire in mind and are attracted by the location of the business more than anything else. These customers enjoy the social interaction of the shopping experience. Therefore, spending too much time trying to appease this segment can draw away from the more profitable segments. Although this segment generates the least amount of sales revenue, providing insightful information about products to these customers can stimulate interest and ultimately result in a purchase.

24. I would handle a angry customer by 24 Remaining calm. When a customer starts yelling or being otherwise rude, there is nothing to be gained by responding in a similar manner. In fact, that will probably escalate hostilities. Maintaining control of yourself, even if the customer’s tirade makes you feeling like yelling yourself. By not taking it personally. Remember, the customer is not angry with you, they are displeased with the performance of your product or the quality of the service you provide. Your personal feelings are beside the point. Using my best listening skills. The first thing an angry customer wants is to vent. To do so, they need someone to listen—and, for better or worse, you are that person. Listening patiently can defuse a situation, as long as the customer feels acknowledged in his or her complaint. Hear them out. When they are done talking, summarize what you’ve heard and ask any questions to further clarify their complaint. Body language can be critically important here. Keep eye contact. Stand or sit up straight. Keep your arms uncrossed. Show how closely you’re paying attention to their problem.

25. 25 4. Actively sympathize. After the customer vents, he wants to know you understand where he’s coming from and how he or she feels. Express sympathy for their unpleasant customer experience. Respect and understanding go a long way toward smoothing things over. 5.Apologize gracefully. Whether the customer’s complaint is legitimate or not is really irrelevant. If you want her to stay a customer, you need to express an apology for the problem they are having (or perceive to be having). A simple, straightforward statement is often all that’s needed: “I’m sorry you’re not happy with our product. Let’s see what we can do to make things right.” 6.Try to Find a solution. Once you understand why the customer is unhappy, it is time to offer a solution. Ask him what he feels should be done or put forward your own fair and realistic answer to the problem. In most cases, that’s all the customer is looking for—and may result in providing some degree of satisfaction.

26. Bibliography 26 www.google.com www.corporatefinanceinstitute.com www.zoom.us Manual Screenshots of online Classes

27. Conclusion 27 By doing this presentation I got many Information and it helps me to update the knowledge about the Customer Relationship Management . Once again I would like to thank my trainer Mr. Raman Soni Sir who guided me to do this presentation. I have understood the importance of The Customer Relationship Management by doing this presentation.

28. E-4 Thank You! Batch Ravindra Shinde Vashi Center