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Crm Skp
Sarva Vidyalaya Kelvani Mandal Sanchalit
S.K.PATEL INSTITUTE OF MANAGEMENT COMPUTER STUDIES
A Constituent Institute of KADI SARVA VISHWAVIDYALAYA, GANDHINAGAR
A University Established under Gujarat State Act (No. 21 of 2007)_____________________________________________________
A
Report on CRM in Public Service Organization
Submitted by Group No. 06
Name: Roll no.
Sameer Hingrajiya 33
Akshay Jadav 34
Jayrav Jansari 35
Prakruti Joshi 40
Submitted to:
Bipin Velera sir
OUR COMPANIES
BSNL
SBI
INDIAN RAILWAY
HAL
AIR INDIA
Public sector CRM
Public sector CRM comes in many forms like Constituent Relationship Management, Customer Relationship Management, economic development, outreach programs, trade promotion, case management, help desk, call center.
CRM is both a government and business strategy first and foremost.
CRM software provides the organization, management, delivery and automation to achieve the CRM strategy.
The CRM strategy revolves around two aspectsoperational CRM and analytical CRM. The first is about helping their centres in the workflow part, helping them in their day-to-day activities. The second provides staff with the required information on customers; this is used for business development activities.
Two Approach
The CRM strategy revolves around two aspectsoperational CRM and analytical CRM. The first is about helping their centres in the workflow part, helping them in their day-to-day activities. The second provides staff with the required information on customers; this is used for business development activities.
BSNL
Total customer base of 7mill. ,out of which 44.6 mill are mobile subscribers.
CRMFor a Customer- Friendly BSNL
CDR Convergent billing