Customer Relationship Management QMS Training Objective To establish and build sustaining...
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Transcript of Customer Relationship Management QMS Training Objective To establish and build sustaining...
![Page 1: Customer Relationship Management QMS Training Objective To establish and build sustaining partnerships with customers Mahindra Satyam Confidential2.](https://reader036.fdocuments.in/reader036/viewer/2022072113/56649e4f5503460f94b45f4b/html5/thumbnails/1.jpg)
Customer Relationship Management
QMS Training
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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
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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