crm

CRM PRESENTATION

IIPM , Delhi ( Marketing & Finance – F9 )COPYRIGHTED COPYRIGHTED ©

2

Intro

• LGEIL : Established 1997• Fastest ever Nationwide Launch• Greenfield projects

INTRODUCTION

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Customer Service

Service Center Locater Complaint Registration Warranty Annual maintenance Contract Extended Warranty 2.1.1

LG Electronics has one of the largest service networks in India

• With 1100+ SVC Centers, • 6000+ Engineers • Covering 250+ Towns.• LG call centers are working 24*7 • Direct Service Centers

5

Service Center Locater• www.in.lge.com• Delhi Statistics. 9 Care Centers all over Delhi providing solution for Color TV, DVD player, Music system, Home Theatre, Car Audio, Refrigerator, Washing Machine Microwave, Vacuum Cleaner 12 Care Centers for Air Conditioners 2 Care Centers for commercial AC 3 Care Centre for Desktop, Notebook, OSD and Monitor 14 Care Centre for GSM and CDMA

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Complaint Registration

• Online Phone

WarrantyTerms and conditionsWarranty PeriodWarranty Lapse

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ANNUAL MAINTAINCE PLAN & Extended Warranty

8

NO

WA

ITING

2.1.1 SERVICE

9

Membership privilegesReward pointsProgram partner benefits

10

Visit to Malviya Nagar branch

11

12

Different Customer Relationship Enhancement Programs

• LG Lead XI, South Africa• LG Lead XI England• LG Diwali Celebration Contest• Microwave Cookery Queen Grand Finale• LG Quiz Reward program for Notebook & Desktop PC's• Malika-e-kitchen

13

Questionnaire

14

Questionnaire

15

Reach

30%

30%

20%

10%

10%

MostModearateNeutralLessLeast

16

Loyalty program

55%

27%

18%

ModearateNeutralLess

17

Repair pricing

30%

40%

30%

NeutralLessLeast

18

Offers

20%

80%

SADHAPPY

19

Spare Part Price

20%

80%

MostModearateNeutralLessLeast

20

Overall Satisfaction

80%

20%

yesno

Questions?

WHERE DOES THE COMPANY LACKS?

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?????????????????????????????????????????????????????????????

High Repairing

CostFor the

customers!

Recommendation

SCM POS EDI CRM

Value chain Suppliermanagement

Inventory management

Sales & marketing

customermanagement

DeliveryManagement

price logistics customerservice

Customer - loyalty

Profit

Solution

Improve

26

THANK YOU

Rohit Nayyar Ankit GuptaUrvashi Arya Ritika GuptaDivya Melho. Premjeet SinghVaibhav Malho. Usman Ali Khan