Customer Relationship Management in Chen One

Presented By: Abid (5138)

Aqsa (5915)
Zaid (5139) Yousuf (4846)

As the millennium takes a turn, the free flow of information, resulting from the internet and satellite has resulted in a sweeping change in the fashion trends throughout the globe. Responding promptly to the market need, Mian Muhammad Latif, Chief Executive of Chenab Group, visualized a brand catering to such market requirements. ChenOne is a subsidiary of Chenab Limited, formally Chenab Fabrics and Processing Mills Limited. The Group is one of the largest exporters of home textile products from Pakistan

POINT OF SALE SOFTWARE

In POS system they feed data for their multiple use like different reports, inventory status, log report etc. They put data in sophisticated manner like customer name, address, email, phone no. and D.O.B

Software Photos

Software Photos

A management philosophy according to which a companys goals can be best achieved through identification and satisfaction of the customers' stated and unstated needs and wants.
A computerized system for identifying, targeting, acquiring, and retaining the best mix of customers.

Operational CRM
Operational CRM is the aspect of CRM dealing with the automation of process customer-facing these processes include sales, marketing and customer service. Since operational CRM involves the automation of customer-facing processes

Analytical CRM
CRM, is the use of database technology to perform data analysis, with the goal of speeding up company response time to improve customer relationships

Collaborative CRM
is a customer relations approach that promotes interdepartmental teamwork and communication within a company for the purpose of improving the overall customer experience

Chen One Retention Strategy

Welcome the complaints you receive

Chen One initiate loyalty programs

Chen One Send out questionnaires and surveys to existing customers Provide exceptional customer service Make a good first impression Make courtesy top priority with all customer-facing staff

Implementing CRM in Chen One organization brought so much help in business in sorting out all the data related to users. After implementing its easy to optimize productivity, income, and maintenance and consumer fulfillment. Moreover it helps sales executives.

During the time of implementation of CRM Chen One faced some difficulties like Technical issues, Customer response not desirable Lack of training to work on CRM software

Reason for CRM implementation

Reason for CRM implementation

How Chen One extract data for analysis

Features of CRM
After implementation of CRM Chen One have collaborative across functions, departments, and channels for maximum efficiency and effectiveness. Now Chen One targets on the long term services by lining up the efforts made on achieving their business objectives,

After successfully implementing of CRM Chen One able to serve customer more effectively and provide them more value. Now they have a very organized data base of customer

Benefits of CRM (Cont)

Target specific member segments for marketing Strengthen customer relationships at every touch point. Increase sales force effectiveness and productivity. Anticipate customer needs based on past purchases and recent behavior.

Benefits of CRM (Cont)

Improve audit trails, reporting, and regulatory compliance. Generate higher returns on existing investments in processes and technology. Identifies key practices of companies experiencing CRM success.

Reduced costs, because the right things are being done (i.e.., effective and efficient operation) Increased customer satisfaction, because they are getting exactly what they want (i.e.., exceeding expectations) Growth in numbers of customers

Maximization of opportunities Increased access to a source of market and competitor information Highlighting poor operational processes Long term profitability and sustainability