CRM
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This document discusses the internal and external touch points of a mobile phone business. It identifies various internal touch points like shops, meetings with service providers, dealers, agents, and repair centers. External touch points include meetings with customers, college students, advertisements, offers, and gifts. The business targets a range of customer types like youth, students, officers through various touch places like markets, shops, and fairs. Internal touch points focus on variety, technology, price while external touch points emphasize new technology, features, price and offers.
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CRM
- 1. Touch Points Assignment of Customer Relationship Management Given By – Mr. Rajat Dutta Prepared By – Vivek Sharma
- 2. My Business My business is selling mobile phones, mobile accessories, recharge coupons, repairing mobile phones, purchasing and selling 2 nd hand mobile phones. My brother starting this business before 3 years.
- 3. Touch Point In the CRM there are two touch points Internal External
- 4. Touch Point Internal Touch Point Shops Meeting with service provider agents Meeting with dealers Meeting with agents Meeting with repair centers Mobile accessories center
- 5. Touch Point External Touch Point Meeting with college students Meeting with old customer Customer to customer through Word of mouth Reference of old customer Current mobile user
- 6. External touch point Advertisement Offers Gifts Calendar Carry bag Installment facilities
- 7. Customer Youth Students Officers Businessmen Workers Driver Working lady House wives
- 8. Touch Places Market Shop Fairs Show rooms Parties Contest
- 9. Touch occasion Marriage Engagement Festival Friendship Contest Birth day Results
- 10. Internal Touch Point Shop Variety Technology Price Colours Accessories Recharge coupon Repairing
- 11. Internal Touch Point Service provider Rim Tata Hutch Airtel Dealer Price Variety Colour New technology
- 12. Internal Touch Point Repair center Repairing Downloading 2 nd Hand mobile set Accessories Center Accessories Software Price
- 13. Internal Touch Point Agent Sale Price New customer
- 14. External Touch Point Students New technology Features Price offers Facilities Old customer New mobile Repair Recharge coupon Service Accessories
- 15. External Touch Point New customer Variety Technology Colour price Reference of old customer New connection Recharge coupon Accessories Current mobile users Recharge coupon offers
- 16. External Touch Point Advertisement Offers Gifts Calendar Carry bag Installment facilities Customer to customer through word of mouth