crm maersk line
TRANSCRIPT
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WELCOME TO MY PRESENTATION
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TANZINA AFRIN
ID : 1297
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CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
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VALUE DISCIPLINE MODEL
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PRODUCT CENTRIC CULTURE & CUSTOMER CENTRIC CULTURE
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Maersk line Bangladesh Ltd
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“CUSTOMER INTIMACY” the most valued discipline at Maerskline
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CRM activities of Maerskline Bd ltd: Capturing data from the customers and consolidating it into a database Analyzing the database to determine the best opportunities, the best
targets for those opportunities, and the best ways to communicate with those targets.
Building strong customer relationships. They provide some extra benefits to their registered customers these are
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They follow the traditional CRM model that means their sales, marketing, service & support everything is customer oriented
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CUSTOMER CENTRIC CULTURE AT MAERSKLINE• Maerskline is a customer centered company because their every work is
customer base their main concern is to achieve full customer satisfaction. To achieve that they have done the following works
They have a separate CRM department.They keep updating their customer database to provide them the ultimate solution.A well organized website from where every registered customer can easily maintain his/her account with the company.Providing 24*7 full customer support.Providing strong transportation security.They always try to match customer experience to their expectations.They personally interact with their customers by email.They work to deliver an integrated set of experiences & to interact with their customers as a single company.
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As a result of their these works In 2004.2005,2007,2009,2010 & 2011 Maersk line ltd has win the AFSCA award. They said “our customers are definitely our key priority as we continue to focus on bringing greater reliability and ease of doing business to them”
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APENDIX1..Do your company follow the value discipline model?2.According to your company which one is the most emphasized value?A. Operational excellenceB. Product leadershipC. Customer intimacy3.which culture your company is following now customer centric culture or product
centric culture? 4. Do your company follow the traditional CRM?5. Have you followed any types of rules and regulations for developing the functions
of CRM?6. Do you think you are succeeded as well as effective on the functions of CRM? Thank you for your co-operation
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THANK YOU ALL