CRM Project Term 7 -2011-12 Industry Specific Company to be mentioned by the students CRM Proj ect Outline Telecom

Vodafone An effective CRM system includes tools such as a skilled customer care staff and leading edge automation and workflow management softwar e platforms. With this tool, it is possible for a telecom company to track sale s enquiries, trouble tickets, emails, telephone calls, and customer satisfaction surveys. Keeping in view the conceptual framework, analyze: Whether the heavy investments telecoms have been making to achieve long-term goa ls are the best CRM strategies or whether less-costly projects with faster payba cks might make more sense. Presentation can be made covering the following aspects: o What are the most important market priorities in this sector? o Which vendors have industry market share and are leading in specific nic hes? o What emerging trends can your company capitalize on? o Which are the growing market sectors and which are in decline? Hospitality Maurya and Lalit Hotels As travelers are becoming more price sen sitive, less brand loyal and more sophisticated, Customer Relationship Managemen t (CRM) becomes a strategic necessity for attracting and increasing guests patron age. Although CRM in hospitality has overstated the importance of ICT( Informati on and communication technology) , it is now widely recognized that successful C RM implementation should effectively combine and align ICT functionality with bu siness operations. Propose a model for managing and integrating ICT capabilities into CRM strategie s and business processes. Analyse that successful CRM implementation requires th e management and alignment of three managerial processes: ICT, relationship (int ernal and external) and knowledge management. In the end, also provide innovativ e suggestions for the future. Primary Objective: To Study CRm in the hotel industry Other Objectives: Study programs and practices of CRM employed by the Hotel Study the measures to build a better relationship between customer /guest and h ospitality Education IILM Institute Study CRM across: Previous Academic history Handling Enquiries Student record management Results and certifications Alumini Involvement Fundraising and support Banking Banking CRM software serves to increase the market share and boo st growth in the banking industry. What happens in CRM banking solutions is that they change the way the employees think and mould them into customer conscious people. CRM induces bankers to know that they are required to maintain good rela tionships with their customers and should strive to retain them. Analyse this : What Does CRM Have to Offer Banks? Customer Information Assimilation and Storage

 Analyzing Profitability Aiding Marketing Efforts Gaining New Customers Relationship Management Assisting Customer retention Cross-Selling Insurance The current scenario in the insurance industry is a comp lex and competitive environment tinged with little stability. The major hassle t he industry faces is obtaining clients. This is due to the fact that the big fis h in the insurance industry dominate the sector. It has become increasingly diff icult for this particular sector to gain profits while curtailing costs. Acquisi tions, mergers, have all contributed to the difficulty insurance agents and othe r professionals from this industry face. How and in what ways can CRM help overcome this, address this with following : Insurance CRM decreases the time required to make product changes A holistic integrated customer view Targeted marketing Customer retention Increased growth It decreases overall costs Aids the call centre activities Insurance CRM guarantees lead management Increased policy sales Increased insurance market share CRM Insurance integrates marketing with other operations Efficient distribution channels are secured HealthCare CRM enables the health care industry to get essential cu stomer information and use it as efficiently as possible. CRM thus enables the h ealth care sector to improve patient health, increase patient loyalty and patien t retention and add new services as well. Study this wrt: Strategic Planning Communication Services Consulting Services CRM for Physicians Campaign Management Database Construction Predictive Segmentation Communications Strategies Financial services Securities: ICICI Securities Providing quality servic e through call centers, has become a securities principal means of competitive a dvantage. Call centers can and are being used to better provide advice for the securities, query and transaction services. Uniform securities business customer service centers will minimize costs, improve efficiency. There are some important CRM trends in the financial sector that you may want to incorporate into your study of this company: Do our representatives have access to the information needed to address our cust omers issues quickly and effectively? Did we really look for a creative solution and resolve our customers initial pr oblem? Will our solution really help the customer? Were we able to add value by turning a service opportunity into a revenue genera tion opportunity? Are we truly able to effectively represent a broader share of the public with mo re offerings? Financial services firms have spent heavily on customer relationship management in the last 10 years, often adopting it with a defensive attitude: If our firm d oesn t invest in CRM, then we may lose customers to our competitors. Getting cus tomer accounts was the primary goal, and automating marketing through CRM was th

e means. CRM hasn t delivered all that the industry expected, however. Why? Food Pizza hut Elaborate: Pizza Hut improves customer satisfaction through CRM program in following ways: In 2005, Pizza Hut started the CRM program which consisted of the following thre e: 1-800 hotline, Customer satisfaction/loyalty survey, and Bonus program. Transportation Meru Cabs Study details of the project of Meru: Performance Improvement through Technology The core business is of providing a cab to customers any time anywhere in the ci ty which is achieved by effective use of technologies such as GPS, GPRS, GIS, we b, sms, IVR, CTI, ACD, payment gateways etc. Over 95% of all bookings are done b y the system without any human intervention with the help of these technologies. Elaborate