Name: Sandeep Kumar Agrahari PRN No.

12020841095 Operation 2012-14

Why did I choose CRM as elective?

CRM is the abbreviation for customer relationship management. It entails all aspects of interaction that a company has with its customer, whether it is sales or service-related. CRM is often thought of as a business strategy that enables businesses to: Understand the customer Retain customers through better customer experience Attract new customer Win new clients and contracts Increase profitably Decrease customer management costs

In an overall scenario, CRM is finding, getting and retaining the customer or all about building long term business relationships with your customers. We as operation manager add value at each step of CRM. The benefit of CRM, which we can implement in operation, is as below: 1) CRM helps us to convert the expectation in to quality. 2) It helps to provide employees with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base, and distribution partner. 3) A good relationship with customer provides us much information in areas of improvement where management level never can think of. 4) CRM also comprises maintaining the relationship with supplier, which in turn, is very important for an operational manager. 5) CRM will not only teach us maintaining the relationship with external customer but also internal customer i.e. Employees. Employees are the main source of top quality production which eventually leads to the company at desired level.