CRM ON VODAFONE

Click to edit Master subtitle style

PRESENTED BY: 4/28/12

PRAVIN DHOBLE

INTRODUCTION

Vodafone made the UK's first mobile call at a few minutes past midnight on 1 January 1985.

Richard H. Andersonis the current CEO of Vodafone.

The company now has operations across the country with over 121.16 million customers (India).

Vodafone is the world's leading international communications group with approximately 347 proportionate customers as on 30 June 2010.

mobile million

Vodafone UK wins Best Network in the Mobile News and Mobile awards (2010)

4/28/12

CRM is the development and maintenance of mutually beneficial long-term relationships with strategically significant customers.

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)MEANING

Goal of CRM:

The goal of CRM is to provide improved services to the customers, and to use customer contact information for targeted marketing. 4/28/12

OPERATIONAL ASPECTS OF CRM

Front office operations Direct interaction with customers. Back office operations Operations that ultimately affect the activities of the front office.

4/28/12

EVALUATION AND GROWTH OF CRM :

IN FIRST GENERATION 1990 Call centre management Customer service support Campaign management

IN SECOND GENERATION 1996 ERP integrations Complete web integration

4/28/12

IN THIRD GENERATION 2002

Vodafone Enterprise Team Strategy

Reach IN- strategy or model its tools are Call centers Written communication such as EMails, Fax Retail Outlets Reach Out Strategy or model4/28/12 tools are its

Departments in Enterprise Team

Enterprise Sales Team Cross and Up-Sell Enterprise Service Delivery Enterprise Solution Team Collection team

4/28/12

Enterprise Teams offerings

1.Mail on the move: Vodafone Mail Microsoft Push Mail 2 . Data Access: 3 G Cards USB Stick 3. Mobile Applications:
4/28/12

Apps on GPRS/SMS

Vodafones CRM Vision and Mission

Vision:

To enrich our customer's lives through the unique power of mobile communication

Mission: Passion
4/28/12

Vodafone uses Oracle Siebel CRM and Microsoft Dynamics CRM

4/28/12

CONCEPTUAL CRM FRAMEWORK FOLLOWED BY ENTERPRISE TEAM

1. Customer Retention 2. Bonding for customer relationship 3. Closed Loop Campaign Management 4.Event Based Marketing

4/28/12

CRM METRICS: 1. Cases closed same day. 2. Number of cases handled by agent. 3. Number of service calls. 4. Average number of service calls per day. ISSUES FACED POST IMPLEMENTATION: Monitoring how customers interact

4/28/12

Important Market Priorities in the sector are: Towers

3G services VAS (VALUE ADDED SERVICE)

Emerging Trends the company can capitalize on:

3 G Services MNP
4/28/12

RECOMMENDATIONS

On the feet employees should be more in respect to what they are right now. This can be done by hiring off role personal to support the staff of Vodafone, as this structure is deployed in the consumer (B2C) market by Vodafone. This will thus also help in having a support mechanism for the agent deployed in the field.
4/28/12

Thank you

4/28/12