The document provides an overview of CRM activities of different organizations including Bharti Airtel Limited, Taj Hotels, McDonald's, Big Bazaar, and Vodafone. It discusses how each company uses CRM to track customer data, improve customer satisfaction and service, increase sales through targeted campaigns, and optimize other business processes through technologies like CRM software, loyalty programs, and customer feedback systems.

1. Presentation On CRM ActivitiesOf Different Organizations By::- Maneeshmehta

3. A business strategy is designed to optimize profitability, revenue and customer satisfaction.

4. Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects.

5. It involves using technology to organize, automate, and synchronize business processes— sales activities, but also those for marketing, customer service, and technical support.

6. BhartiAirtel Limited

8. ‡Established: July 07, 1995, as a Public Limited Company.

9. ‡Proportionate Revenue: 418.472 billion Rupees (US$ 9.29 billion)(2010)

11. About The Company BhartiAirtel Mobile Service AirtelTelemedia Enterprise Services

13. § Project management

14. § Billing

15. § Customer details

16. § Call center operations

17. § Direct Marketing

18. § Sales Management

20. Internal and External CRM Internal and External CRM are nothing but two sides of the same coin. Airtel has classified them as Operational and Analytical CRM. Operational CRM § Workflow § Day-to-day activities Analytical CRM § Customer information § Business development Hence New Modules were introduced: ¡ Marketing ¡ Planning ¡ Campaign Management ¡ Lead Management ¡ Sales ¡ Activity Management ¡ Knowledge Management (FAQs, How to guides) ¡ Call Center Support ¡ Opportunity Management

23. It facilitated knowledge sharing amongst employees.

24. Started e-billing,Online customer support on new system

25. Automatic escalation of problem to superior authority on breaching pre-set time limit.

27. Process data and manage large customer database.

28. Provide around the clock service anytime,anywhere

29. E-CRMAfter implementation of the Oracle CRM, Airtel is now implementing e-CRM.E-CRM implementation partner is IBM,Airtel then provide a host of services running on Oracle CRM like: § Online customer support § Customer profiling § Web interface § Sales management for vendors and partners

30. Taj Hotels

32. The Indian Hotels Company Limited and its subsidiaries are collectively known as Taj Hotels Resorts and Palaces. A part of the Tata Group, one of India's largest business conglomerates, Taj Hotels Resort and Palaces own and operate 76 hotels, 7 palaces, 6 private islands and 12 resorts and spas, spanning 52 destinations in 12 countries across 5 continents and employ over 13000 people .

33. Besides India, Taj Hotels Resort and Palaces are located in the United States of America, England, Africa, the Middle East, Maldives, Mauritius, Malaysia, Bhutan, Sri Lanka and Australia.

35. They do have loyalty card programs and exchange guest information between departments and units.

36. They have installed sophisticated account management planning and database marketing systems.

38. • CRM Software --This is another important tool in improving the service of the hotel and to capture guest complaints. If a complaint is registered by a customer it is updated on the software. Gradually as the time lapses the status displayed turn from green to yellow and ultimately red. This status can be seen by any of the managers as the software is connected to the central server. A daily Action Taken Report is generated which is signed by the operational head.

40. Wow card-- This is a special instrument used by personal butlers for recording guest preferences & other important information related to the guest.

41. GRE Courtesy call

42. Room Feedback form --During the evening service/ Turn- down service a feedback form is placed on the bed to know about the customer experiences.

44. Arrival- Welcome at the lobby, Royal Welcome for Groups, ATG( Aarti, Tiki and Garlanding• Welcome Drinks upon arrival

45. Check-in

46. Escorting -It is an opportunity for the escort to create the excitement within the guest

47. Welcome Letter, Room Orientation,Champagne Walk (Heritage Tour).

48. Special Occasions celebration, City Tour by Vintage cars

49. Cultural Dances, Royal Carriage, Cultural Music, Unique Dining experience,GrandWeddings,Indian weddings

50. Other Facilities :SwarnaMahal,cutlery and crockery,Rajput Room, Verandah Café,Polo Bar

51. Feedback Form at time of Turn Down

55. For the techno savy customer they have online form fill up facilities.

56. All the upcoming products and news are posted on website.

59. About The Company Big Bazaar is a chain of hypermarkets in India, with more than 133 stores in operation. It is a subsidiary of Future Group Limited, and follows the business model of United States-based Wal-Mart. Mission And Vision Future Group shall deliver Everything, everywhere, everytime for every Indian Consumer in the most profitable manner. We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development.

61. Customer Database is maintained through issue of these cards .

63. Customer Communication

64. Customer Gratification

67. It is the world's largest mobile telecommunications company measured by revenues and the world's second-largest measured by subscribers (behind China Mobile), with around 332 million proportionate subscribers as of 30 September 2010.

68. It operates networks in over 30 countries and has partner networks in over 40 additional countries.

69. It owns 45% of Verizon Wireless, the largest mobile telecommunications company in the United States measured by subscribers.

71. CRM

73. Essar in Metros has LEADERSHIP IN CONTRACT SEGMENT.

75. Thank You