CRM

AKSHATA SHENOY

MOHAMMAD YASEEN -

131202043

KRITIKA SHUKLA

131202060

ANKITA TIWARI
VANI RANJAN

131202034

131202078

131202095

1. Identify three service business you patronize on a regular basis.

For each business complete the following sentences I am loyal
to their business because
Salons Silhoutte: I am loyal to Silhoutte because it is affordable. The
services provided are up to my expectations and I am treated as per desire.
Multiplex INOX: I am loyal to INOX, Manipal because it has good ambiance,
it provides various facilities such as an air-conditioned theatre, snacks
provided to your seat itself, comfortable seats and a good sound system
that enhances the experience of watching movie.
Restaurants Dollops: I am loyal to dollops because of the good ambiance,
accessibility, on time home delivery and it is economical for customers.

2.What conclusions do you draw about (a) yourself as a consumer

and (b) the performance of the business in Exercise 1? Assess any
of these business managed to develop a sustainable competitive
advantage through the way it won your loyalty.
(a)

Highly satisfied with high quality of service

Salons

Well trained staff

The product and service provided are of standard
Multiplexes

Ambiance is good

Price is affordable
Good sound and picture quality

Restaurants

Accessibility

Affordability with good quality

Value for money
Ambiance

(b)
Salons: Silhoutte - Provides loyalty Programs Retain customers and attract prospects

Multiplexes: INOX First mover advantage Recall factor increasing sales

Restaurants: Dollops * Well established restaurant

* Preferred restaurant
* Trust and credibility

Competitive advantage of services:

Salons: Distinguished service with loyalty programs
Multiplex: First mover advantage
Restaurants: Value for money

have now ceased to patronize (or plan to stop

patronizing soon) because you were dissatisfied.
Complete the sentence: I stopped using (or will stop
using) this organization as a customer because.
Theatre: Diana I stopped using the facilities provided by Diana because,
the service offered was not upto the standards and no proper customer
touch point.
Telecom service Provider: Vodafone I stopped using Vodafone because of
lack of network coverage in particular regions and irritation caused due to
calls from service provider.

these firms potentially avoid your defection? What

could each of these firms do to avoid defections in
the future of customers with a profile similar to
yours?
Diana:

* Not good furnishing

* No proper ventilation and

* Uncomfortable seats leads to customer dissatisfaction
Vodafone: * Lack of network coverage
* Irritating calls from customer care

Suggestions:
Diana:

Provide better and comfortable seating

improve ventilation facility

Vodafone

Expand network coverage in particular areas

Providing option to stop calls from customer care

Thank you