Customer Relationship

CONTENTS

Sl. No.

1

Chapter Name

Introduction to Customer Relationship Management

Page

1 –– 82

2

Research design

83 –– 100

3

Company profile

101 –– 130

4

Analysis and Inferences

131 –– 230

5

Summary of findings

231 –– 235

6

Suggestions and Recommendations

236 –– 238

7

Conclusion

239 –– 241

8

Bibliography

242 –– 243

Annexure

244 –– 261

-1-

LIST OF TABLES

Table no Table title Page

T-1

Companies opting for Presales Consultation Satisfaction with respect to assistance in product and solution selection

132

T-2

134

T-3

Performance Rating of the Presales team

136

T-4

Performance Rating of the Sales team

138

T-5

Suggestions to Sales Team

140

T-6

Frequency of shipment match according to specifications

142

T-7

Vitage’’s installations progress in smooth & logical sequence Frequency of providing adequate knowledge about the installed products at the time of final installation and signoff Vitage's frequency of completing the product installations on the committed time Frequency of use of client profile and case history during support related calls made by Vitage

144

T-8

146

T-9

148

T-10

150

-2-

T-11

Frequency of use of Vitage’’s toll free number to log service calls

152

T-12

Performance Rating of the Service team

154

T-13

Mode of contacting the service representative

156

T-14

Ranking of qualities of the service representative

158

T-15

Time taken by the Service Engineer to reach the client premises

160

T-16

Immediate action of the service engineer

162

T-17

Time taken for the problem to be resolved

164

T-18

Satisfaction with respect to Service

166

T-19

Remarks to improve service

168

T-20

Receipt of Informative Material from Vitage

170

T-21

Rating of the Vitage’’s website in terms of information and usage

172

T-22...