WELCOME TO MY PRESENTATION

TANZINA AFRIN

ID : 1297

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

VALUE DISCIPLINE MODEL

PRODUCT CENTRIC CULTURE & CUSTOMER CENTRIC CULTURE

Maersk line Bangladesh Ltd

“CUSTOMER INTIMACY” the most valued discipline at Maerskline

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

They follow the traditional CRM model that means their sales, marketing, service & support everything is customer oriented

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.

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”

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

THANK YOU ALL