Lg Samsung Crm

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  • Topic: LG Electronics, South Korea, LG Group
  • Pages : 10 (1685 words )
  • Download(s) : 338
  • Published : December 18, 2012
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INDEX
INDEX......................................................................................................................... 1 Executive Summary:...................................................................................................1 Introduction:............................................................................................................... 2 Objective of the Study:...............................................................................................5 Scope of the Study:....................................................................................................6 Research Methodology:..............................................................................................7 Limitations of the Study:.............................................................................................8 CRM and E-CRM implementation:...............................................................................9 Major Findings:.........................................................................................................13 Conclusion:............................................................................................................... 14 Recommendations:...................................................................................................15 Bibliography:............................................................................................................16

Executive Summary:
The report studies the comparison between the Customer Relationship Management (CRM) strategies performed by LG and Samsung with respect mainly to the Indian market and Indian Scenario. However, both the companies are big giants so they practice CRM strategies for entire world. The report clearly shows how CRM is being practiced by the companies and how e-CRM has taken over the simple CRM. Today, without technology no company can survive and so is the case with LG and Samsung. The report studies the major findings and recommendations also.

Introduction:
About CRM:
Customer relationship management is a broadly recognized, widely-implemented strategy for managing and nurturing a company’s interactions with clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Once simply a label for a category of software tools, today, it generally denotes a company-wide business strategy embracing all client-facing departments and even beyond. When an implementation is effective, people, processes, and technology work in synergy to increase profitability, and reduce operational costs.

About E-CRM:
eCRM Electronic CRM concerns all forms of managing relationships with customers making use of Information Technology (IT).
As the internet is becoming more and more important in business life, many companies consider it as an opportunity to reduce customer-service costs, tighten customer relationships and most important, further personalize marketing messages and enable mass customization. Together with the creation of Sales Force Automation (SFA), where electronic methods were used to gather data and analyze customer information, the trend of the upcoming Internet can be seen as the foundation of what we know as eCRM today. We can define eCRM as activities to manage customer relationships by using the Internet, web browsers or other electronic touch points. The challenge hereby is to offer communication and information on the right topic, in the right amount, and at the right time that fits the customer’s specific needs. Channels through which companies can communicate with its customers, are growing by the day, and as a...
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