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OBJECTIVE
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To help
define, understand and leverage the specific attributes/capabilities that
are essential for any successful corporate citizen.
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To help
software companies move up the value chain by transforming their
Engineering resource with skill sets into successful Consultants.
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Shradha
India, through customized CRM training, enthuses the individual into a
Customer Delight agent.
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WHY
In an
uncertain world, there is one thing that one can be sure of is that the
“Customers' Expectations” are only going to get higher. To balance the
aggressive demands of the quality-savvy public, businesses will need to
use Customer Relations Management (CRM). In a competitive era, the focus
is the customer. Today such an environment exists. The customer is not
only aware of the quality of service that he requires but is also aware of
his rights. In other words to sustain business, increase revenues, and
increase the brand value customer satisfaction is absolutely necessary.
This initiative is specifically relevant to the software industry in the
era of globalization, shrinking monopolies and ever increasing
competition.
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THE 360° CUTTING EDGE |
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BENEFITS- INTERNAL CUSTOMER
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Broadening the scope of operations by visualizing an organization as a
whole rather than confining the resources towards a particular department.
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Better
managing the existing resources and creating synergies.
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Increasing revenues by identifying and leveraging cross-selling
opportunities.
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Replacing arbitrary and personality driven decisions on the
functioning of the organization with an objective externally focused
customer approach.
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BENEFITS- EXTERNAL CUSTOMER
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Better
Understanding of Customer Perception leading to enhanced customer
satisfaction and an increase in revenue.
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Forging long term and enduring relationships with the Customer which
in turn promotes growth through a trickle down effect.
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Evolving
to be a more customer focused/oriented organization resulting in
repeat clientele and leading to Wipro being projected as CRM pro-active
organization.
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Enhanced profitability by gaining better insights into how various
customer interactions are helping – or hurting – the bottom line.
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Strengthening customer loyalty and increasing sales by delivering more
personalized service and information.
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Reducing costs through an optimal mix of channels and streamlined
customer service operations.
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BENEFITS INDIVIDUAL
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Self
motivated individuals accepting onus of responsibility
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Enhanced skill set leading to higher productivity
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Positive attitude/mindset that is more resistive to stress
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Cohesive and focused working leading to attainment of organizational
goals
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Objective working style and developing reasoning and analytical skills
to better tackle situations.
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