Nokia vs Sony

Topics: Nokia, Customer relationship management, Mobile phone Pages: 8 (1874 words) Published: January 14, 2013
Table of Contents
Executive Summary: ................................................................................................................................ 2 Introduction: ........................................................................................................................................... 2 Objective of the Study: ............................................................................................................................ 4 Scope of the Study: ................................................................................................................................. 5 Research Methodology: ........................................................................................................................... 5 Limitations of the Study:

.......................................................................................................................... 6 CRM Implementation: ............................................................................................................................. 6 Comparative Analysis of Nokia and Sony Ericsson’s CRM: ...................................................................... 11 Major Findings: ..................................................................................................................................... 11 Conclusion:............................................................................................................................................ 12 Recommendations: ............................................................................................................................... 12 Bibliography: ......................................................................................................................................... 12

Nokia vs Sony Ericsson – Customer Relationship Management CRM
Executive Summary:
The report studies about Customer Relationship Management(CRM) and Electronic-Customer Relationship Management(E-CRM) with respect to two companies – Nokia and Sony Ericsson in India mainly Lucknow, Uttar Pradesh. Both the companies are producers of mobile phones. The report highlights what are methods both use to build up CRM and throws a light on the comparative study of both the companies with reference to the methods and technologies adopted.

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...

Bibliography: Customer relationship management: concepts and technologies By Francis Buttle
Customer relationship management: organizational and technological perspectives By
Federico Rajola
http://www.nokia.co.in
http://www.sonyericsson.com

PRAVAH SHUKLA @ IISE 12 | P a g e

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