Customer Relationship Management

1. Frankfinn
Institute of Air
Hostess TrainingPresentation By- Ravindra Shinde
Batch- E4
Vashi

2. Customer
Relationship
ManagementAssignment
July
2020

3. Acknowledgment
I am very thankful to Frankfinn Institute & very grateful
for the strong support and guidance provided to me by
my Customer Relationship Management teacher Mr.
Raman Soni Who helped me in preparing this assignment,
I am very thankful to him for the same.

4. 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.
ADD A FOOTER
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Custom
ersA person or
organization that
buys goods or
services from a store
or other business.

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Customer
ServiceIt 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.

7. Types of Customers
Internal customers are stakeholders who work within your company
(employees) and require assistance from another individual or department
to get their job done. This is in contrast to external customers who pay for
your services and are not directly connected to the organization.
Internal
Customer
Whoever works in the
organization are called
internal customers.
External
Customer
Whoever going to an
organization or a shop to
purchase for their needs is
called an external
customer.
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8. Internal
CustomerAn internal customer is
a customer who is directly
connected to an organization,
and is usually (but not
necessarily) internal to the
organization. Internal
customers are usually
stakeholders, employees, or
shareholders, but the definition
also encompasses creditors and
external regulators.
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External
Customer
The external customer is someone
who signs a check, pays our
employer, and ultimately makes
our paycheck possible. External
customers have choice, and if they
don't like your product or service
can take their business elsewhere.
An internal customer or internal
service provider can be anyone in
the organization.

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The Project Work
Due to ongoing Pandemic, I physically didn’t go anywhere, instated I want
Share my Experience With Amazon.com And its Customer Service
This Photo by Unknown Author is licensed under CC BY-SA-NC

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Amazon
1)As s Multinational
company Amazon
have both Internal
Customers and
External customers.
2)It Is second most
revenue generating
company in the
world.

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Internal
Customers
Amazon have over 8,40,400
Employees, And the
Discounted Shares.
• Amazon give you 5, 15, 40, 40. In the
final two years they vest every 6
months (20%) rather than a year. Also
they do a review every year which
adds more RSU that takes two years
to vest.

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External
Customers
Amazon working every continent, with
hold of more than 64% of world.
• From Newborn To Elderly, both male and
females.
• It practically has everything on it website.
• They target type of every single person.
• You find Heavily discounted Items
• Exotic products also available at reasonable
rates.

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Basic need
of
Customers
Friendliness
Empathy
Knowledge and
Information
Alternatives and options
Fair Treatment
Good and Long lasting
Quality

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I found these
Qualities on
Amazon.in
Accessibility
Many Alternatives
Friendliness
Empathy
Knowledge and
Information
Any time

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Expectations From
Amazon
Customer friendly staff
Safety and security
Trusted products
Ready response
Good service overall
On time delivery

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My Thoughts On Overall
Experience
It was just more than Okay, defiantly can be improved.
They can deliver on and on given Address, not asking your
custom come on certain street. They Actually can and Should
Deliver to customers Home as mentioned in order.
Follow up on Customer complaint will better.
My Needs Were Satisfied But I Am Not
Delighted

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Types Of External Customers
Wandering customers, Need-based customers, Discount customers, Loyal
customers, Impulse customers

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Loyal
CustomersCustomers that make up a minority of the customer
base but generate a large portion of sales.
• Loyal customers are the most important segment to
appease and should be top-of-mind for any
company. This type of customers generally
represent no more than 20% of a company’s
customer base but contribute the majority of sales
revenue. Loyal customers, as the name implies,
are loyal and value a product heavily.
• In addition, loyal customers are likely to
recommend the company’s products to other
people. Therefore, it is important to solicit their
input and feedback and involve them in a
company’s decision-making process. Heavy
emphasis should be placed on loyal customers if a
company wants to grow.

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Impulse
Customer
Customers that do not have a specific product in
mind and purchase goods when it seems good at
the time.
Impulse customers are the best customers to
upsell to and are the second most attractive
segment (after loyal customers) to focus on.
Impulse customers do not have a specific
shopping list in mind and purchase products
spontaneously. In addition, impulse customers
are typically receptive to recommendations on
products. Impulse customers are second to loyal
customers in the generation of sales revenue.
Keeping these customers in the loop on new
product offerings goes a long way in improving a
company’s profitability.

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Discount
customers
Customers that shop frequently but base
buying decisions primarily on markdowns.
Discount customers play an important role in
turning over a company’s inventory. Therefore,
discount customers are a key contributor to a
company’s cash flow. This type of customer
seldom purchases products at full price and shops
around for the best markdowns. Discount
customers are resilient to upselling, are usually
the least loyal segment of customers, and
generally move on when better markdowns are
available elsewhere.

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Need-Based
Customers
Customers with the intention of buying a
specific product.
Need-based customers are driven by a specific
need. In other words, they enter the store quickly,
purchase what they need, and leave. These
customers buy for a specific need or occasion and
are hard to upsell. It is important to note that
need-based customers can be easily drawn to
other businesses.
Therefore, it is important to initiate positive
personal interaction with this customer segment in
order to retain them. Converting need-based
customers to loyal customers is attainable with
proper positive personal interactions.

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Wandering
Customers
Customers that are not sure of what they
want to buy.
Wandering customers draw the largest amount of
traffic to the company while making up the smallest
percentage of sales revenue. They have no specific
need or desire in mind and are attracted by the
location of the business more than anything else.
These customers enjoy the social interaction of the
shopping experience.
Therefore, spending too much time trying to appease
this segment can draw away from the more profitable
segments. Although this segment generates the least
amount of sales revenue, providing insightful
information about products to these customers can
stimulate interest and ultimately result in a purchase.

24. I would handle a angry
customer by
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1. Remaining calm. When a customer starts yelling or being otherwise rude, there is nothing
to be gained by responding in a similar manner. In fact, that will probably escalate
hostilities. Maintaining control of yourself, even if the customer’s tirade makes you
feeling like yelling yourself.
2. By not taking it personally. Remember, the customer is not angry with you, they are
displeased with the performance of your product or the quality of the service you
provide. Your personal feelings are beside the point.
3. Using my best listening skills. The first thing an angry customer wants is to vent. To do
so, they need someone to listen—and, for better or worse, you are that person. Listening
patiently can defuse a situation, as long as the customer feels acknowledged in his or her
complaint. Hear them out. When they are done talking, summarize what you’ve heard
and ask any questions to further clarify their complaint. Body language can be critically
important here. Keep eye contact. Stand or sit up straight. Keep your arms uncrossed.
Show how closely you’re paying attention to their problem.

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4. Actively sympathize. After the customer vents, he wants to know you understand where
he’s coming from and how he or she feels. Express sympathy for their unpleasant customer
experience. Respect and understanding go a long way toward smoothing things over.
5.Apologize gracefully. Whether the customer’s complaint is legitimate or not is really
irrelevant. If you want her to stay a customer, you need to express an apology for the problem
they are having (or perceive to be having). A simple, straightforward statement is often all
that’s needed: “I’m sorry you’re not happy with our product. Let’s see what we can do to make
things right.”
6.Try to Find a solution. Once you understand why the customer is unhappy, it is time to offer
a solution. Ask him what he feels should be done or put forward your own fair and realistic
answer to the problem. In most cases, that’s all the customer is looking for—and may result in
providing some degree of satisfaction.

26. Bibliography
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www.google.com
www.corporatefinanceinstitute.com
www.zoom.us
Manual
Screenshots of online Classes

27. Conclusion
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By doing this presentation I got many Information and
it helps me to update the knowledge about the
Customer Relationship Management . Once again I
would like to thank my trainer Mr. Raman Soni Sir who
guided me to do this presentation.
I have understood the importance of The Customer
Relationship Management by doing this presentation.

28. E-4
Thank You!
Batch
Ravindra Shinde
Vashi
Center