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2Topic:customer relationship management of ORIENT

Presented by group “MASTER MINDS” “1. Ammara Ahmad 205132. Babar Ali 205283. Waqas Ahmad 20541

M.BA 4th semester (M)

3 INTRODUCTION

4Company profile:

Established in Lahore in 2005, today the Orient Group of Companies is one of the largest consumer goods companies of Pakistan.

This is one of the fastest growing consumer electronics companies with a wide range of home appliances.

Orients products have proven themselves in functional performance parameters set by international industry experts.

With the vision to become leaders of the industry, Orient strives to make each of its products, with careful R&D and intensive innovation.

Orient aims to give its customers new and original products each year, which can be value beyond the ordinary in every household.

5 continued; VISION: “Our Vision is to be the leading provider of Consumer

Electronics goods in Pakistan and deliver the best to the nation and our country.”

OBJECTIVES: Their target is to become Pakistan's top manufacturers in electronics and home appliances, photographic and lighting industries.

MISSION STATEMENT: Our mission is to lead the consumer electronics goods industry in the country with quality products. We aim to work on ideas that lead to innovative products resulting in user friendly experience for the customer. Our products are constantly evolving to meet this objective.

SERVICE CENTRES: We have around 1 location around the country, with 17 orient center brand shops, 17 orient care service centers and 14 branch offices.

6WHAT IS CRM……..?

– C.R.M is a business strategy that enables organizations; to get closer with their customers, to better serve their needs, improve customer service, enhance customer satisfaction maximize customer loyalty & retention.

7Why CRM is important…..?

• Every business has to focus on the needs of the customer & C.R.M. Is the array of processes that help a company to understand the preference or dislikes of individual customers in order to build lasting relationships.

– C.R.M. Solutions help to safely store volumes of customer data in an organized manner for easy to use & access.

8CUSTOMER RELATIONSHIP MANAGEMENT OF ORIENT

9Orient share a strong and long term business relationship with its customers. Its customers feel pride in having a supplier like ORIENT. • CRM OBJECTIVES OF ORIENT customer loyalty Greater customer satisfaction Higher sales and marketing performance Improved marketing efficiency Stronger brand consistency Improved customer profitability More cost-effective customer service

• CUSTOMER VALUE:They value their customers and are devoted to deliver to them in a timely and professional manner. Customer’s value is very high.

10 continued;• Commitment: At Orient Group of Companies they are driven first and foremost by their customers. The talent,

energy and determination of each and every employee enable them to deliver the best to their customers and play a role in boosting the country.

• Life styles: Their exquisite range of appliances is designed to bring vibrant changes in our lifestyle. Their attractive products certainly add more meaning to our life.

• Services: Orient offers an array of CRM and business application services that allow customers and subscribers to systematically

record and store business data They offer a uniquely integrated approach to CRM that enhances every customer interaction you have throughout the

organization Orient offers a comprehensive CRM solution set with customization tool, like they up-to-date information. The orient web-based service gives more enhancements in customer service capabilities. They provide online services for troubleshooting. They have customer sales centers in big cities of Pakistan. Their response time towards customer’s complaints is very quick. If the problem is major, then they replace the item. They give warranties. They conduct seminars for their retailers periodically, in which they conduct exhibitions and make them experienced

and give knowledge about the product.

11Customer relationship strategy

12They don’t directly deal with the customers. They supply their products through retailers. Business Goals- Customer Retention, Acquisition And Development: They

retain their customers by doing innovations .They are working together on a mission to provide the innovative products to the customers.

Business Strategy: They have the high inventory cost because their inventory is available in their warehouses all the time to increase their responsiveness. They incorporate new technologies and components into its product offerings.

Utilizing Of Resources In Managing Customer Relationship: They focus on the resources to manage their customer relationships. They organize events, customer awareness programs and through social media like facebook, twitter, LinkedIn, blogs etc to interact with their customers.

Customer Service Center: Customer service center is available for 24/7 hours to handle the inquiries.

Availability Of Customer Information: Every customer information is not available in the customer care center because they didn’t interact directly with the customers due to the retailers.

13Continued; Training Programs For Deepening Customer Relationship:

Internal and external training programs are conducted in order to acquire ad deepen their customer relationship.

Strategies To Capture Its Competitor’s Client They have market intelligence They map the prices They set the pricing policy decisions If the competitor change the pricing policies obviously they change

their price policy.

14Competitors of Orient:

The competitors of this company are: - WAVES - DAWLANCE - PELL - GREE

15Competitive advantages of Orient:

Innovations Low electricity Consumption Products consume less electricity Low cost strategy

16Customer’s Feedback about Orient:

According to customers orient air conditioners have better quality and have reasonable price.

Some says orient has better quality Some says orient has good technological Some says it use low electricity consumption Some says its cooling is great Some says is design is good Some people have no awareness of orient company

 

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