Customer relationship

management

• Presented by-SANDEEP
 Concept of CRM
CRM is business strategy that applies
to every organization .it means
working with customers such that
they receive great service and are
motivated to return again and gain to
do more business with the company.
 Importance of CRM in any
company
 The evolution and transformation of
customer.
 To understand the need of customers.
 Stand in market for long term.
 Touch the customers through technology
 Deliver a strategy for implementation in
market.
PROFILE-CADBURY plc.

• Cadbury plc is a British confectionery and

beverage company with its headquarters in
London, United Kingdom, and is the world's
largest confectionery manufacturer. The firm
was formerly known as "Cadbury Schweppes
plc" before demurring in May 2008, separating
its global confectionery business from its US
beverage unit, which has been renamed Dr
Pepper Snapple Group Inc. It is headquartered in
Mayfair, City of Westminster, Great London.
Why choose this?

• Its has good name in Fmcg

sector.
• Company started in early 1900
and still a good revenue
generating company.
• Its gives message for live your life
with happiness.
• Very close to customer
 Operational CRM OF Cadbury

• Cadbury business in Australia ,US and UK.

• Cadbury has eight factories in uk with
30000 staffs .
• Cadbury has also unit in US known as
Cadbury Adams there product are gums
and mints.
• Its has very large factory at Tasmania in
Australia for that continent.
Analytical CRM of CADBURY

• Cadbury only focus on customer

satisfaction.
• Never say that taste my chocolate
or my pastries they say celebrate it .
• Every time through his add and from
his products ,touch the customer
emotion.
 Strategy
• Cadbury recent polices in India to cover
Indian celebration.
• Produce such like a product that not hurt
any customer .
• Every time try to launch with a good
product Motivate the customer to buy or
taste its product through advertisement.
• Like celebrate aaj pahli tarikh hai,khusion
ka bandhan ,pappu pass ho gya .you will no
only eat but you will earn it.
 continued

• To make a brand ambassador to people can

believe and trust on him.
• Acquire more companies those business in
different countries .
• Planning to move in soft drink product.
• Enter at large scale through biscuit product in
Latin America countries
Problem they face

• In January 2006 Salmonella bacteria found and

heat its seven products at Boonville.

• Bingham city ban its three product.

• Rumor spread at world level and company
looses nearly 30 million pound in 3
months.
• Again found error on product level .
Implementation

• Cadbury started a survey behalf of

his stack holder and customer .
• Launch a new product Bourneville
chocolate and whole nut biscuits.
• Come with a new punch line you will
not only eat ,you will earn it.
• Started hydrogenated oils for its
products
Conclusion of CRM

• After these implementation on his product

companies grows widely.
• It is very successful in chocolate segment.
• Again win customer heart through new
product .
• Most trusted brand in Fmcg .
• Also reached in soft drink market.
Thank You