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CR-1
PGDM 2014-16
Customer Relationship
Management
Ou
r
Cas
e
Mitsubishis CRM system has today one call centre setup & an outsourced
service provider Baltimore-based Sitel Corp. which handle most basic
customer calls.
The cost per call has decreased by about two-thirds, and that savings alone
paid for the system in 18 months, according to Rich Donnelson, director of
customer relations.
The main thing company did that their call centre team included members
from its various fields such as sales, marketing, finance & IT departments.
They all then established some rules for the same.
This helps the customer and value of company from customer viewpoint
slowly started increasing.
Cont.
Reasons
Initially when company started they faced a lot of problems due to lack of
customer service number.
They had only 18 toll free customer service number which includes all the
service ranging from financing to sales to repairs .
Thus customers have to face many difficulties while solving their problem
such as long waiting etc. this force company to change this limitation.
With the help of wide range of shifts of employees, company decided to
focus on customer satisfaction and to fulfill their demand and they even
challenged there call centers to work on one voice and one set of cars for
the customers as said by CIO Tony Romero. Thus they came up with the
concept of Consumer Relationship Management.
Main objectives: