hope this one could help you friends...

1. Customer Relation
Management
Submitted by,
Ponmathi.M
Batch M2
FIAT Trivandrum
Submitted to,
Ms.Anupama
Ghildyal
CRM Faculty

2. Acknowledgment
I would like to thank my parents and
friends for their support and our faculty
Ms.Anupama Ghildyal for her friendly
guidance and strong support.I hereby thank
God for giving me this opportunity.

3. Introduction
CRM, or Customer relationship management,
is a number of strategies and technologies that
are used to build stronger relationships between
companies and their customers.

4. Customer
A person or organization that buys goods or
services from a store or other business.

5. Customer Service
It is a help or service
which is provided to
customers before they
buy products,at the
time of purchase and
also after they bought
the product.

6. External Customer
Whoever going to an
organisation or a shop to
purchase for their needs is
called an external
customer.

7. Internal Customer
Whoever works in the organisation are called
internal customers.

8. As a part of my project,I went to
Spencer's...

9. From my project,
 Most of the external
customers to spencers
are,
 Ladies, especially those
who work around
 Students from the nearby
schools and institutes
 Most of the internal
customers are,
 Most of the staff stay in
a nearby hostel
 They are so helpful to each
other
 They have good inter-

10. Basic needs of a Customer
Best service,which
includes -
 Friendliness
 Empathy
 Knowledge and
Information
 Alternatives and
Options
 Fair Treatment
 Good and long lasting
quality

11. From my project,I found some of these
 friendliness
 Empathy
 Options were there but
less
 Good quality
 Fair treatment

12. My expectations when I went as a customer
 Customer friendly
staff
 Safety and
security
 Trusted products
 Ready response
 Good service
overall
 More options

13. My needs were satisfied but I am not delighted
 The staffs were so friendly but
they were not so
understanding.
 There were some items about
which they couldn't give us
detailed information.
 Place was Safe but not so tidy.
 They dont help us until we ask
for them.
 Thus some of my expectations
remained expectations.

14. Three Phases
 Expectation
 When customers come to
a shop or an
organisation,they might
have expectation.
 Satisfaction
 This is the stage when
customers meet their
expectations.
 Delight
 When the customers get more
than what they expected,then
its known as delight.This is
what every organisation
should aim.
 During my visit I am just
satisfied.

15. Customer Perception is Service
Evaluation
 Reliability
 Responsiveness
 Competence
 Access
 Courtesy
 Communication
 Security
 Understaning
 Tangible
 Credibility

16. Different customer service skills I found
are...
 Customer friendliness
 Resposiveness
 Communication
 Empathy
 Time management
 Situation Evaluation
and Analysis
 Listening skill
 Inter personal
relationship

17. My Skills
 Helping nature
 Understanding
 Empathy
 Fair treatment
 Patience
 Acting according to
situation
 Honesty

18. If I am an employee then,
 I make sure that I know
everything about what I
am selling.
 I will aproach the
customer before he asks
for help.
 Give him reliable
products.
 I focus and aim for
Customer delight

19. Things I would like to change
 I would like to give more concentration on
cleanliness and hygiene of the place
 I would like to keep a suggestion box, so that
we could come to know more about customer's
demand.
 I would put a "display board" which will be
easy for customers to find out where is the
product they are looking for.

20. Conclusion
After my CRM class,I
came to know the
importance of CRM
and I am sure this will
help me in future.I
thank our faculty
Ms.Anupama
Ghildyal once again
for her lessons.

21. Bibliography
 Class notes
 Frankfinn CRM module
 www.customerservicemanager.com
 www.merinews.com
 www.tracktrainingservices.co.uk