Tuesday, September 26, 2006

Maruti has powered its way to CRM, retention – and satisfaction!

So the sale is made! The salesman, customer and the company are all happy! What next? The hunt for another “prospective” customer? Well, that’s the story of many traditional companies – but some of them have already closed shop, a few are dying and the rest just lingering around.

So, what went wrong? Well, while most companies believe a sale is the end of the marketing exercise, the truth is that “the sale” is just the beginning of the script to success. Companies who have smartened up to this, are now realizing the value of customer retention and customer relationship management.

Given below is the case of a company, which has consistently been top of the charts on customer satisfaction... read on.

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Source :
IIPM Editorial, 2006, Arindam Chaudhuri's Initiative

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preeti said...

as emotion, in defining job satisfaction and how employee attitudes influence ... Although this literature has had its critics ... individualism, low on power distance, and ... ways. In terms of practical recommenda- tions, an awareness of, and, ... outcomes like employee retention

preeti said...

There are a number of reasons why CRM has become so important in the last 10 years. ... Each software program may vary in the way it approaches CRM. ... the organization in improving its customer satisfaction levels and scores. ..... The study reveale that the feedback pattern used by maruti Suzuki