Dhl Logistics Project Report

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CASE STUDY PROJECT (II SEMESTER)

CUSTOMER RELATIONSHIP MANAGEMENT

By

Rohit Singh Bisht

Roll Number: EMBA/JUL09/5107

National Institute of Business Management

Old No.20/ New No. 65, Habibullah Road, T Nagar,
Chennai 600017,
India

CONTENTS

Certificate3

Acknowledgment 4

Introduction to CRM 5

Objectives 7

Company Overview8
• Product9
• Corporate Structure11
• AIRTEL Enterprise Services11

Methodology 15
• Primary Data Sources 15
• Secondary Data Sources 15

Analysis 16
• SWOT Analysis 16
• BCG Matrix 19
• Environmental Analysis 19
Solution21
• Key Benefits21
• Key Findings22
• The Risk of Growth23
• Growth through Flexibility23
• Key Components in Software24
• Key Components in Servers24
• Key Components in Services25
• Why it matters?25
Recommendations 27

Bibliography 28

References 28

CERTIFICATE

I Rohit Singh Bisht (Register Number EMBA/JUL09/5107), hereby certify that this is a bonafide Case Study Report submitted by me as a part of second semester executive MBA study. This case study project is being submitted to the National Institute of Business Management in partial fulfillment of the requirements for the award of the degree of Executive Master of Business Administration.

Rohit Singh Bisht

ACKNOWLEDGEMENTS

I wish to express my deep sense of gratitude to all the staffs of National Institute of Business Management Chennai for giving me an opportunity to carry out the degree in Executive MBA. I would like to thank the authors of the study material-Customer Relationship Management for the information’s provided in the material. I express my sincere gratitude to the authors of all books and web sites, which I have referred for the study. In addition to that I am thankful to all the scholars and teachers who have given their sincere support to complete the study.

I would like to express my sincere gratitude to all my friends who have helped me while doing this work.

I would like to thank my family who are always with me in all ventures I participate in and bless with a wholehearted mind.

Above all I thank the almighty for his immense blessing and guidance in every way to choose the right information at the right time.

INTRODUCTION to Customer Relationship Management
Customer Relationship Management (CRM) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized and efficient manner. In many cases, an enterprise builds a database about its customers. This database describes relationships in sufficient detail so that management, salespeople, and customer service representatives can access information; match customer needs with product plans and offerings; remind customers of service requirements; know what other products a customer had purchased; etc. In other words, Customer relationship management (CRM) is a term applied to processes implemented by a company to handle its contact with its customers. CRM software is used to support these processes, storing information on current and prospective customers. Information in the system can be accessed and entered by employees in different departments, such as sales, marketing, customer service, training, professional development, performance management, human resource development, and compensation. Details on any customer contacts can also be stored in the system. The rationale behind this approach is to improve services provided directly to customers and to use the information in the system for targeted marketing and sales purposes. While the term is generally used to refer to a...
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