Group 2

Roll No 91 92 95 99 103 104 Name Mayuri Lavekar Kavita Mahadik Kunjita Mehta Vikrant Naik Pooja Pawar Sneha Pawar

INGRAM MICRO

H&R BLOCK

Ingram micro Inc. is the worlds largest technology distributor & leading technology sales It transformed itself from a technology distributor to a global Internet business and SCM firm H&R Block, Founded in 1955, is not only the worlds largest tax service provider but also fully integrated financial service company

Managing the customers Unable to understand the customer needs and customize the products Handling large number of customers Acquiring, retaining and supporting the customers Tracking and managing the orders Interface with the customers Managing post order and account information

Availability of service 24*7 Providing effective communication about services, products, and other features online Quick communication and response Availability of more customized products Less personal interaction Flexibility in changing the orders

Transactional Relational Approach Approach FocusesonSingle sale Focusesonretention of the customer Emphasizesonproduc Emphasizesonproduc t t features benefitsand systematic solutions It isshort-term relationship Littleornoimportanc e Itsalongtermrelationship Customerservicetake nastheimportantel

Increase in the number of traded accounts by at least 25 percent. Doubling of the shares they have in the existing private accounts. Close the business fast by being more knowledge about the customer. Being timelier in approaching the customers with solutions tailor-made with their businesses.

CRM is a business strategy that aims to understand, anticipate and manage the needs of an organisations current and potential customers. It is a comprehensive approach which provides seamless integration of every area of business that touches the customer- namely marketing, sales, customer services and field support through the integration of people, process and technology CRM is a shift from traditional marketing as it focuses on the retention of customers in addition to the acquisition of new customers

It provides the tools and capabilities needed to create and easily maintain a clear picture of customers, from first contact through to purchase and post-sales. Key Strengths:

Tight integration with the Microsoft Office system and Office Outlook Quick and easy access to your data Customized workspaces Great mobile support

Company culture Personnel structures Customer and internal processes Rewards and recognition systems Skills and competencies Information management Measurement systems Technology

The case basically tells us about the two companies whose businesses are different but both belong to service industry , but both back down on only one thing i.e. Customer Relationship Management Main learning is to constantly be updated and change the technologies according to market demands. We have also learnt that change in approach from transactional to relational helps organization to retain existing customers and gain new customers. It also helps in developing long term relationships with the customers and they become loyal to the brand due to the service offered.