Uploaded byPonmathi Singhania
CRM assignment
The document discusses key aspects of customer relationship management (CRM) based on a student project at Spencer's store. It defines CRM and related terms like customer, customer service, internal and external customers. It summarizes the student's findings at Spencer's, including that most customers were ladies and students and staff were helpful internally. While customer expectations of friendliness and options were met, expectations of understanding, tidiness and responsiveness were not. The document outlines the three phases of customer experience - expectation, satisfaction and delight. It also lists important customer service skills and the student's own skills, and ways to improve the customer experience at Spencer's through cleanliness, suggestion boxes and product location signs.
In this document
Powered by AI
The presentation is introduced by Ponmathi.M, acknowledging support from faculty and peers.
CRM strategies enhance relationships with customers, defining external and internal customers.
The project identifies external and internal customers at Spencer's, noting basic customer needs including service quality.
Customer expectations include friendly staff and safety, while satisfaction was met but not exceeded during the visit.
Three phases of customer experience are discussed: Expectation, Satisfaction, and Delight.
Key factors in evaluating customer service include reliability, responsiveness, and understanding.
Important skills for customer service include empathy and communication, highlighting personal strengths for improvement.
Strategies for employees to enhance service include product knowledge, proactive help, and addressing cleanliness.
The conclusion highlights the significance of CRM and gratitude for the learning experience, citing study resources used.
More Related Content
CRM assignment
- 1. Customer Relation Management Submitted by, Ponmathi.M BatchM2 FIAT Trivandrum Submitted to, Ms.Anupama Ghildyal CRM Faculty
- 2. Acknowledgment I would liketo thank my parents and friends for their support and our faculty Ms.Anupama Ghildyal for her friendly guidance and strong support.I hereby thank God for giving me this opportunity.
- 3. Introduction CRM, or Customerrelationship management, is a number of strategies and technologies that are used to build stronger relationships between companies and their customers.
- 4. Customer A person ororganization that buys goods or services from a store or other business.
- 5. Customer Service It isa help or service which is provided to customers before they buy products,at the time of purchase and also after they bought the product.
- 6. External Customer Whoever goingto an organisation or a shop to purchase for their needs is called an external customer.
- 7. Internal Customer Whoever worksin the organisation are called internal customers.
- 8. As a partof my project,I went to Spencer's...
- 9. From my project, Most of the external customers to spencers are, Ladies, especially those who work around Students from the nearby schools and institutes Most of the internal customers are, Most of the staff stay in a nearby hostel They are so helpful to each other They have good inter-
- 10. Basic needs ofa Customer Best service,which includes - Friendliness Empathy Knowledge and Information Alternatives and Options Fair Treatment Good and long lasting quality
- 11. From my project,Ifound some of these friendliness Empathy Options were there but less Good quality Fair treatment
- 12. My expectations whenI went as a customer Customer friendly staff Safety and security Trusted products Ready response Good service overall More options
- 13. My needs weresatisfied but I am not delighted The staffs were so friendly but they were not so understanding. There were some items about which they couldn't give us detailed information. Place was Safe but not so tidy. They dont help us until we ask for them. Thus some of my expectations remained expectations.
- 14. Three Phases Expectation When customers come to a shop or an organisation,they might have expectation. Satisfaction This is the stage when customers meet their expectations. Delight When the customers get more than what they expected,then its known as delight.This is what every organisation should aim. During my visit I am just satisfied.
- 15. Customer Perception isService Evaluation Reliability Responsiveness Competence Access Courtesy Communication Security Understaning Tangible Credibility
- 16. Different customer serviceskills I found are... Customer friendliness Resposiveness Communication Empathy Time management Situation Evaluation and Analysis Listening skill Inter personal relationship
- 17. My Skills Helpingnature Understanding Empathy Fair treatment Patience Acting according to situation Honesty
- 18. If I aman employee then, I make sure that I know everything about what I am selling. I will aproach the customer before he asks for help. Give him reliable products. I focus and aim for Customer delight
- 19. Things I wouldlike to change I would like to give more concentration on cleanliness and hygiene of the place I would like to keep a suggestion box, so that we could come to know more about customer's demand. I would put a "display board" which will be easy for customers to find out where is the product they are looking for.
- 20. Conclusion After my CRMclass,I came to know the importance of CRM and I am sure this will help me in future.I thank our faculty Ms.Anupama Ghildyal once again for her lessons.
- 21. Bibliography Class notes Frankfinn CRM module www.customerservicemanager.com www.merinews.com www.tracktrainingservices.co.uk