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COMMUNICATION
Information
Information is an assemblage of data recorded on paper & other medium of
communication.
COMMUNICATION DFINITION
According to Keith Davis communication is the process of passing the
information & understands from one person to other it is essential Bridge of
meaning between the people by using the bridge a person can safely cross the river
of mis-understanding.
Need of communication
To
To
To
To
To
To
To
To
To
To
To
To
Process of communication
Source/
sender
Encodin
g
Chann
el
Receiv
er
Feedba
ck
Levels of communication
Decodi
ng
Interpersonal communication
Intrapersonal communication
Extra personal communication
Organizational communication
Mass personal communication
Principles of communication
7cs of communication
Conciseness
Clarity
Concreteness
Completeness
Consideration
Correctness
Courtesy
Types of communication
Horizontal
Diagnol
F.M
M.M
HRM
Ass
tF.
M
Asst
M.M
HR
Ass
t
Channels of communication
Types of formal
a)
b)
c)
d)
e)
Single chain
Wheel type
Circular
Free flow
Inverted
B
C
5
Grossip chain
D
B
A
E
C
Cluster chain
B
Probability chain
H
C
D
A
Demerits
It consist incompletes.
Problem in fixing responsibility.
The information transfer in advances.
Barriers of communication
1.
2.
3.
4.
5.
Physical Barriers
Noise
Improper time
Distance
Semantic Barriers
Language
Different words
Picture
Action
vocabulary
Emotional Psychological Barring loss in transmission
Distrust of communicatio
In attention of receivers.
Organization Barriers
Policy
Rules & regulation
Facilities available
Choice of channels
Structure of the organization
Technological Barriers
Use of technological which not
Lack of technological knowledge
Technical noise
6.
7.
8.
9.
It is lass expensive
Immediate feed back is possible
It least time saving\
Lack of retention
No legal formalities
Possibility of miss
Listening skills
Purpose of listening
Revising phase
Revise proof reading & evaluate
Optional features in BL
Attention line
Enclosure
Copy to
Unit-II
CONCEPT OF ASPECT
Elements of CRM
The CRM consists of 3 elements
Customers
Internal
External
Relationship co-ordinal relationship
Management
Definition of CRM
CRM is a business strategy designed to optimize profitability review &
customer satisfaction gather.
Objectives of CRM
To
To
To
To
To
To
Features of CRM
Share of customer
Life time value of customer
Components of CRM
Customer needs
Customer responds & influences
Customer knowledge
Customer services
Relationship strategies
Customer satisfaction
Customer loyalty
Reclaiming lost customer
Customer compliant
Communication
Process of CRM
Customer acquisition
Enquiry
Interaction
Exchange
Coordinates
Adopt
Customer interaction management
Customer retraction
Attrition
Defections
Benefits of CRM
customer Dis-satisfaction
Customer loyality
Customer retention
Attrition
CRM activities
Requisation
No CRM activities
Defection
Types of CRM
Operational CRM
Analtical CRM
Collabrative CRM
CRM strategy
Reasons of adopting CRM strategy
Competition
Customer expectation
Technology
Diminishing impact of Advertisement
Operational excellence
Product leadership
Customer intimacy
Concept of CRM
Personalization refers to pay more attention to loyal customer special
treatment
Communication
Rewards
Customization
Customer retention
Customer acquisition
Situation analysis
Customer (or) segmentations
Channels of distribution
Commencements of CRM educations
Developing a CRM vision
Goals & objectives
Setting priorities
Reach
Retain
Acquire
Deliver
Reaching the customer life cycle in business to customer selling one can
reach customer by:
Mass media
Display
One by one
Indirect method
Customer orientation
Relationship marketing
Database marketing
C
R
Objectives of PR:
Types of PR
Types of PR
Co-operate
Internal PR
Public PR
Finance PR
Media PR
Tools for public relations.
Marketing PR
Challenges of P.R
Globalization
Growth of IT
Knowledge workers
Merits of PR
Demerits of PR
Image building
(word-of-mouth) it is like a marketing
Definition of image building
Brand image could be defined as the clusters of attributes and
association that consumer connects to the Brand name
-Biel
Brand image as not to be created but it is automatically form
It is the current view of the customer about a brand
So0urces of Brand image
Introduction
Elaboration (superiorty)
Fortification
quality
BRAND
Internal markets
position ship
Repositioning
Long term