Welcome to our Presentation

Sanguine

What is CRM?

CRM is a business strategy that aims to understand, anticipate and manage the needs of an organisation’s current and potential customers.

“CRM is concerned with the creation, development and enhancement of individualised customer relationships with carefully targeted customers and customer groups resulting in maximizing their total customer life-time value”

CRM systems are designed to compile information on customers across different channels -- or points of contact between the customer and the company -- which could include the company's website, telephone, live chat, direct mail, marketing materials and social media.

Why Identification & Differentiation Is Important For Banglalink?

Identification will help Banglalink to make the customers next transaction simpler faster and cheaper.

It will also lead the customer to belive that he is important to the company.

Differenciation will help Banglalink to identify its MOST VALUABLE CUSTOMER (MVC)

The Pareto Principal. It will help to allocate its resources more effectively.

Identification strategy of banglalink?

• Comprehensive Database • Front office and back office integration• Frequency Marketing for identification.• Customers calling activities.• Get customer to identify themselves.– Sales contest– Sponsored events (Jabbar ar Bolikhela)

• “raising his hands”• Market research (3G Services)• Biometric registration

Differentiation

• Emergency balance amount based on customer loyalty.• Banglalink Push-Pull Service(Cricket, Weather, Quotes,

Jokes, Horoscope, and Pray time)• Customized offerings • Banglalink Priyojon Program( in star Cineplex buy one

ticket and get another free, priyojon insurance)• Instant bonus• Bundle offer to new connection

Priyojon Silver Priyojon Gold Priyojon Platinum

Use tk 150-169 per month

Use tk 170-499 per month

Use 500+ every month

Offers for different customer segmentBanglalink Bill pay service Music station

Voice Adda With celebrity Call me back service

Friend finder (2424) Banglink Timer SMSM Ticketing Health Link(789)Song Dedication(4226) Partnering with different company

Interaction

Interact with customer segment• Facebook page• Website (share your experience)• Banglalink online services.• Banglalink point• Text message• Banglink call center • My banglalink app• Banglalink sales & care centers.

CustomizationCustomized offer based customer usages and VAS usages

Customization

Customer Retention Strategy

Customer points on usages(Cap,Cup,Pendrive,) Banglalink call drop services.Customer friendlyCall me Back serviceRewarding MVC customer.BL offersSocial Commitment by Blood Donation program

Recommendations • Need to improve brand personality • It should improve its internet connectivity and GPRS

connections. • Network availability needs to be improved• Effective customer care service.• Lowering call rate.• More network coverage throughout country.• Prompt response to customer complaints • Tariff booklet must be necessary to inform about the facilities.• Customers want fast & free hot line 24 hours service.