...A PROJECT REPORT ON A CASE STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BOOK STORE CROSSWORD BOOKSTORE LTD. Submitted in partial Fulfillment of the requirement for the Award of Degree Bachelor of Business Administration Under of Tilak Maharashtra University, Pune -: Submitted By:- RAUSHAN KUMAR MISHRA P.R.N: 07110502048 BATCH: 2012-2013 Under the guidance of IRFAN AJMERI Vikas college of Arts, Science, & Commerce VIKHROLI, MUMBA TILAK MAHARASHTRA UNIVERSITY, PUNE-411037 (Declared as ‘Deemed to be University’ Under Section 3 of UGC Act, 1956 vide Notification No. F.9-19/85-U-3 dated 24th April 1987 by the Govt. of India) (Faculty of Distance Education) CERTIFICATE This is to certify that the project titled “A case study of customer relationship management in retail bookstore with reference to CROSSWORD BOOKSTORE LTD” is a bona-fide work carried out by Mr. RAUSHAN KUMAR MISHRA, A student of BACHELOR OF BUSINESS ADMINISTRATION semester 6th specialization in MARKETING MANAGEMENT PRN Number: 07110502048 Under Tilak Maharashtra Vidyapeeth, in the Year 2013. Head of the department Examiner Examiner Internal External Date: Place: University Seal COMPANY CERTIFICATE CERTIFICATE This is to certify that Mr. Raushan Kumar Mishra, PRN Number: 07110502048...
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...Project Charter for the YourGard CRM Implementation Project Project Purpose and Justification YourGard is a rapidly growing technology company that provides hardware and software products for the business security sector, they currently have revenues of more than $200 million. Yourgard recently acquired the company Bio-Gard, a leader in the access control market who had revenues of $80 million and is best known for their biometric technology and sophisticated management software. Yourgard has seen over the past six months a loss of new and additional business revenue from existing contracts due to a severe decline in customer satisfaction. Customer frustration stems from the lack of clear points of contacts for both the sales and service departments. Internally there are inefficiencies, duplication of work, and a lack of system commonality. It is critical that YourGard regain and then maintain customer satisfaction, while rebuilding its reputation in the security sector to ensure future growth for the company. The purpose of this project is to install a Customer Relationship Management (CRM) system that will be implemented across the company to help them: 1. Improve customer satisfaction 2. Make use of the latest technology to organize, automate, and synchronize the company’s business processes that include sales activities, marketing, customer service, and technical support. 3. Improve sales department conversion rate 4. Increase new sales revenue ...
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...component will be a Project Report worth 20% of the total assessment marks. The second component will be based on 2 presentations related to the group project report and associated tutorial work. The presentation component of group work is worth 10% of the total assessment marks. (1) Project Report (20%) The group Project report is due in week 11 in your tutorial class. Project reports handed in at later tutorials on the day due will be penalized 20% of the potential marks for the Project. For every further day late a further 20% penalty will apply for each day late. A cover sheet must be attached with the names and SIDs of all participating students in the group. Groups may submit peer assessment sheets based on peer ratings by each member of the group (a peer assessment sheet is attached to this outline). All of the peer assessment sheets for the group need to be attached to the group report submission on the pages following the cover sheet. It is the responsibility of the group leader to ensure that all completed peer assessment sheets are included in the group assignment submission. The peer assessment sheets for the group will be considered when allocating marks for the group report to individual group members. If peer review sheets are not included all students in the group will receive the same group mark. Project Aim: This Project seeks to understand to what degree organisations have implemented CRM by analysing the organisations’ use of CRM for customer acquisition...
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...------------------------------------------------- Project Proposal ------------------------------------------------- The upgrade of agency’s ------------------------------------------------- Customer Relationship System (CRM) This project includes and impacts several independent agencies now related to X via the larger program encompassing it: the ongoing initiative of X X to consolidate and streamline the public services of major agencies. These related agencies are identified in their own department as X X. Since 2011, the X Department has succeeded in becoming one of the largest of the X's consolidation projects. It has contracted with and 'absorbed' a significant amount of the call center volume, allowing those agencies to pursue their true goals (e.g., processing real eX licenses, or Xes). The amount of data required to service the newly-contracted agencies was imported with minimal difficulty over the last couple of years, with very few budgetary or administrative push-backs or setbacks. However, the amount of data to be maintained and imported is no longer feasible, and is a stress on the current CRM. Goals Currently, the departments intend to maintain their current success rate of meeting customer service levels promised to the public, and contracted with related departments and agencies. They also intend to have minimal drop in those levels during the transition to the new CRM. Finally, they intend to exceed the current service levels, and nearly double...
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...Assignment 2 KPMG Melbourne Pty Ltd. CRM system Proposal Group 2 MICHELLE ZHAN PING LIEW PHANINDER KUMAR EMANI DUY NGUYEN SATYANARAYANA RAMAVATH UCHINI SENEVIRATNE Table of Contents Executive Summary 2 1. Project background 3 2. Drivers for change 3 3. Objectives 3 4. Selecting CRM solution 3 4.1 CRM package evaluation criteria 3 4.2 Vendor selection 4 4.2.1 Creating list of vendors 4 4.2.2 Selecting vendor 4 4.2.3 Recommendation 5 5. High level project plan 5 5.1 Introduction and Objectives of the Project Plan 5 5.1.1 Overview of the Organization 5 5.1.2 Current Situation and Problem 5 5.2 Goals and Objectives 6 5.3 Project Scope 6 5.3.1 Product Description 6 5.3.2 Project deliverables 6 5.4 Project Schedule 7 5.5 Project Budget 7 6. Critical success factors 8 7. Risks and recommended responses 8 7.1 Risk Analysis 8 7.2 Strategies for mitigating risks 9 8. Overview of costs 10 9. Benefits 11 10. Cost Benefit Analysis 11 11. Change Management Strategy 12 12. Communication Plan 13 13. Summary 14 14. Recommendation 15 15. Appendices 15 15.1 Figure 4.1: Detailed CRM package evaluation criteria and questions 16 15.2 Figure 4.2: Scoring of detailed requirements of 3 CRM packages 17 15.3 Figure 5.1: Detailed project schedule 22 15.4 Figure 7.1: Risk analysis table 23 15.5 Figure 9.1: List of benefits 24 15.6 Figure 10.1: Cost benefit analysis 25 Executive Summary This report provides an analysis and evaluation to the Executive...
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...Project Charter UNIVERSITY OF CALIFORNIA CUSTOMER RELATIONSHIP MANAGEMENT TOOL IMPLEMENTATION Prepared for University of California, Office of the President Table of Contents BACKGROUND.. ................................................................................................................................ ……….3 MISSION…………………………………………………………………………………………………………………………………………………………..3 PROJECT SCOPE ......................................................................................................................................... 4 BuSINESS OBJECTIVES .................................................................................................................................. 4 PROJECT OBJECTIVES .................................................................................................................................... 4 Release Phase One Scope........................................................................................................................ 4 PROJECT DEPENDENCIES ...............................................................................................................................5 OUT OF SCOPE AND ASSUMPTIONS.....................................................................................................................5 PROJECT GOVERNANCE MODEL .................................................................................................................. 7 KEY STAKEHOLDERS...
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...14-02-2013 CRM CYCLE CUSTOMER RELATIONSHIP MANAGEMENT How CRM Works Essentially CRM works by collecting leads or consumer information. Analyzing the collected information to understand customer or market requirements. Adjusting marketing campaigns accordingly to increase sales. CRM also serves for customer service and support making businesses efficient and improve customer satisfaction. In any business, the bottom-line of CRM work flow is to (1) Initiate Marketing, (2) Process Sales, (3) Schedule Orders and (4) Provide Support . 1 14-02-2013 CRM Basics CRM-Need for Business CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. Any business owes its survival to its customers. Today if a company has to maintain its hold in the market the foremost step to be taken is to maintain and nurture its customer bank. Customer is the king, old or new. And if the customer is loyal to your business it works wonders to the profit of your business. A good strategy will be to integrate every area of touch point with customers like marketing, sales, customer service, and field support. This is achieved with the integration of the people, process, and technology in the business. CRM (customer relationship management) analytics comprises all programming that analyzes data about an enterprise's customers and presents it so that better and quicker business decisions can be made. CRM analytics...
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...CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY (A TEACHING CASE STUDY) Tamilla Curtis Nova Southeastern University 317 Aleatha Drive, Daytona Beach, FL 32114 Donald Barrere Nova Southeastern University 1900 Pelican Landing Blvd, #1023, Clearwater, FL 33762 Tom Griffin Nova Southeastern University 2900 NE 30th St. Unit 8G, Fort Lauderdale, FL 33306 MASHKIN GROUP Mashkin Group Inc. (Mashkin), a wholly owned subsidiary of Amir Inc., a British financial conglomerate, is a medium-size, asset-management group based in the US. Mashkin consists of three primary divisions: a mutual fund company with $10 billion in assets; a separate, but closely affiliated asset management company with $15 billion in assets; and a financial services company. Since the early 1990s, these three enterprises have shared the same client database and other software programs. The first program utilized, an inexpensive, off-the-shelf system with limited capabilities, was used by the sales department of both the mutual fund company and the asset management company primarily to store names, telephone numbers, and notes of salespeople. A second program was used by the IT department to update the database as new clients arrived and record daily sales data. A third program was installed at all internal and external salespersons’ workstations and laptops to provide current data to the sales force. In addition, the Client Service Call Center used a separate designed-in-house program to track incoming call activity...
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...Hardware Replacement Project Steven Royster IT/205 Matthew Juliana 25 March 2012 The IT department wants to replace their old CRM with a new CRM solution. The only problem is that their existing hardware is old and out of date thus will not support the new CRM. I have been called in to not only access the situation but to analyze what equipment will be needed and help install the equipment. This has to be done before the new CRM can be installed and implemented. Before all that can happen I first must come up with a report for the executives that talks about the five project management variables and how they relate to the upcoming project. I will also discuss what considerations should be thought about as to get the company the best value and what factors will influence the project risk along with how to keep those risks down to a minimal amount. In order to get the picture of how the new CRM will work out the five major variables of project management must be analyzed to see how they will fit in to the scenario. The five major variables are scope, time, cost, quality, and risk. Every one of these variables will play a role in this project so I will discuss each one: 1. Scope defines what work is or is not included in a project. For this particular project there will be a scope for new networking equipment as well as computer equipment to implement the new CRM. The borderline of the scope for the project must not be crossed because it can possibly mess up one of...
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...relationship management (CRM) technology is becoming more and more prevalent is the workforce nowadays, especially in determining how many sales you were able to make and also customer’s feedback as well as interaction. Generally, CRM is a model that is implemented to manage a company’s interactions with customers, client, and also the sales prospects. By applying the CRM technology, it can help your sales team to organize, automate and synchronize the business processes that would be able to help in finding, attracting and winning the hearts of new and potential clients, in the same time also retaining those loyal customers that you already have. The relevance of using the CRM technology in conjunction with sales may not be recognize immediately to some, but in the long term, there is a certain benefits that will certainly bring a boost to your business. 1. CRM increases the productivity of the sales team As mention, the utilization of CRM is able to provide a huge boost to the sales team. CRM is able to streamline one’s process by making the pricing, order processing and other sales tasks that are completely automated. By adopting the CRM technology, it will give your sales team a competitive advantage by reducing your production costs, increasing the sales revenue and also the market share. 2. Able to build a stronger customer relationships As a sales team, what matter most is to build a strong relationship with your customers. By implementing the CRM technology, the...
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...solutions to ERP and CRM software. Microsoft Dynamics comes in all shapes and sizes and is the clear leader in ERP solutions. Each version is tailored to each company’s specific structure and is a great solution to a company’s ERP needs. Different versions include Microsoft Dynamics AX, GP, NAV, SL and CRM. Microsoft Dynamics is a powerful tool that helps integrate finance, accounting, human resources, manufacturing and supply chain processes into one unified and secured environment, globally. With Microsoft’s solid track record, Dynamics is an easily learnable product because of its familiar interface. These lines of products also are easily customizable to fit each organization’s structure. This paper will explain each of the specific Microsoft Dynamic products and how it is advantageous to each company. It will also go into detail on the intended purposes of each ERP and its corresponding models. Finally the author will share his own reflections of Microsoft Dynamics and how it impacts commercial business. Microsoft Dynamics SL (Formerly Solomon) Software is designed to fit a small to medium company’s needs. It is project and distribution focused. It has industry specific capabilities that integrates financials, customer relationships and supply chains. It’s designed to be automated and manages costs, making business streamlined. SL easily tracks and analyzes project activity by creating an efficient bridge between documents, spreadsheet’s and project accounting transactions...
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... Abstract—The SAP-CRM is short for Customer Relationship Management in SAP system. It is a fully functional, customercentric, e-commerce solution. This solution is designed to provide customers with satisfaction, and loyalty services. It helps to improve the competitive advantage, leading to higher profits. Through implementing SAP-CRM, it will help the enterprise to establish the formidable information sharing platform and to optimize processing flows, so the marketing department can get the marketing information accurately, providing the support directly to the marketing decisionmaking. At the same time, the SAP-CRM system will establish the relationship between marketing department and production department, research department, etc, promoting to form the sales program closed loop, market feedback processing closed loop as well as the new products researches closed loop. By SAP-CRM system, the staff will maintain with the channel customers and the terminal customers steady, assisting to plan and to carry out the sales. Moreover, the SAPCRM system provides the tools for the administrators to manage and monitor the sales persons. Through the SAPCRM’s implementation, it will help to create the more valuable customers relations for the enterprise, such as: innovating the products and services, making the top level marketing processes and maintaining the lasting customers relations. Keywords-SAP-CRM; process;; sales plan Figure 1 Function overview of SAP-CRM II. THE CIGARETTE...
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...The following is a report on how the Global Recession has impacted on Customer Relations Management and how more and more businesses worldwide have begun to adopt CRM systems in a bid to improve their business in the current economic climate ------------------------------------------------- The impact of the global recession within business The following is a report on how the Global Recession has impacted on Customer Relations Management and how more and more businesses worldwide have begun to adopt CRM systems in a bid to improve their business in the current economic climate Report by: Elaine McGrath Student K00121928 Limerick Institute of Technology Report by: Elaine McGrath Student K00121928 Limerick Institute of Technology Business Report The Impact of the Global Recession on CRM within business Elaine McGrath K00121928 (CRM) Customer relationship management is a business strategy for managing organisations interactions with their customers, their clients and their future sales prospects .It uses technology to organise and automate their business processes such as sales and marketing activities, customer service and technical support. According to a Goldman Sachs Study CRM is considered the second most important initiative after security for business. The overall goals of CRM are to seek out, find and win new clients and to implement strategies to retain existing customers therefore reducing customer churn levels. Another goal of CRM is to encourage true...
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...CRM xxxxx xxxxx xxxxx xxxxx This essay will discuss the benefits of using CRM software to aid in daily business operations. The CRM application chosen is called CRMAPP, a full CRM suite that can be used individually or in an enterprise setting. The features and functionality of CRMAPP and how this application can benefit the Pennsylvania State Treasury will be discussed. CRMAPP is a customer relationship management software suite offered by Office Interactive, Inc. The goal of this company is to offer on-site business applications designed for partner companies to deploy to customers. CRMAPP is designed specifically for small to medium businesses so that they can deliver mature business solutions at an affordable cost that were previously only available to large corporations with large IT budgets. The first and less costly version is CRMAPP Professional. For 1-10 users, the cost is $250 per user per year, with more than ten users it drops to $195 per user per year. With the professional version of the application, there are four main that the application focuses on; Collaboration, Sales, Marketing and Customer Service. Collaboration gives the business the ability to easily share, edit and manage documents more efficiently. Business...
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...MEMO To: Management Team From: Jacques Lamoureux, CGA, Date: ------------------------------------------------- Re: CRM system, draft financial statements, operational initiatives, and other issues The purpose of this memo is to discuss the operational initiatives and related risks, the draft financial statements, the CRM system and other issues that have arisen over the past year. Homes sales and other operational initiatives Further analysis needs to be done to determine the feasibility of both the home sales and the new candle line. Preliminary research suggests there is a market for scented candles; as several companies similar to FFI report increased sales of up to 5% with the addition of a candle line. However, the sales projections prepared by Mandy show a 20% increase in sales in the first year; this is significantly higher than the results experienced by others within the industry. An evaluation of how Mandy arrived at her projections is required. As it stands, FFI does not have the production capacity to produce a line of candles. Accordingly, a third party contractor will need to be engaged. There are several risks associated with contracting a third party. Specifically, FFI will have less control over quality and the contractor will have access to FFI’s secret recipes for potpourri. Also, the minimum order levels required by the contractors represent the majority of production; this would require a large upfront capital outlay. The home sales program...
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