Customer Relationship Management

QMS Training

Objective

• To establish and build sustaining partnerships with customers

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Information Source

• Customer Relationship Management Framework hosted on xSELL site (VDS)

• Focus area CARE (Customer Account Relationship Enhancement)

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Process

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Identify and Organize Account

Identify Opportunities

Strategize

Plan Sales and Convert Opportunities

Review and Communication Management

Identify and Organize Account• Select Platinum, potential Platinum

accounts– Based on defined criteria available on xSELL

site

• CRM is supported by multi-layered organization structure– Detailed Role responsibility matrix available on

xSELL site

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Strategize• Understand the account

– Based on account overview, buying process and competition portrait

• Build vision for each platinum account– To serve the customer better and ensure customer satisfaction

and loyalty • Establish strategic objectives and critical success factors

– To operationalize the vision – To-be state definition• Action planning• Prepare account plan

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Identify Opportunities• Identify business and technical issues faced

by customers• Identify the opportunities to resolve these

issues• Register identified opportunities• Assess registered opportunities to arrive at

a go / no-go decision

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Plan Sales and Convert opportunities

• Prepare aggressive and realistic business plans– For all VBU /RBU in collaboration with relevant

HCU

• Document sales plan as part of account plan• Generate business as per plans• Track registered opportunities

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Review and Communication Management

• Three levels of periodic review– Project review– Platinum account review– Steering committee review

• Review to identify issues and ensure resolution

• Strategic management of customer / account related communication

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Objective Met• sustaining partnerships with customers are

built and sustained

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Proposal Handling