Customer Relationship Managment

Customer relationship management • Presented by-SANDEEP

Concept of CRM CRM is business strategy that applies to every organization .it means working with customers such that they receive great service and are motivated to return again and gain to do more business with the company.

Importance of CRM in any company The evolution and transformation of customer.  To understand the need of customers.  Stand in market for long term.  Touch the customers through technology  Deliver a strategy for implementation in market. 

PROFILE-CADBURY plc. • Cadbury plc is a British confectionery and beverage company with its headquarters in London, United Kingdom, and is the world's largest confectionery manufacturer. The firm was formerly known as "Cadbury Schweppes plc" before demurring in May 2008, separating its global confectionery business from its US beverage unit, which has been renamed Dr Pepper Snapple Group Inc. It is headquartered in Mayfair, City of Westminster, Great London.

Why choose this? • Its has good name in Fmcg sector. • Company started in early 1900 and still a good revenue generating company. • Its gives message for live your life with happiness. • Very close to customer

Operational CRM OF Cadbury • Cadbury business in Australia ,US and UK. • Cadbury has eight factories in uk with 30000 staffs . • Cadbury has also unit in US known as Cadbury Adams there product are gums and mints. • Its has very large factory at Tasmania in Australia for that continent.

Analytical CRM of CADBURY • Cadbury only focus on customer satisfaction. • Never say that taste my chocolate or my pastries they say celebrate it . • Every time through his add and from his products ,touch the customer emotion.

Strategy

• Cadbury recent polices in India to cover Indian celebration. • Produce such like a product that not hurt any customer . • Every time try to launch with a good product Motivate the customer to buy or taste its product through advertisement. • Like celebrate aaj pahli tarikh hai,khusion ka bandhan ,pappu pass ho gya .you will no only eat but you will earn it.

continued • To make a brand ambassador to people can believe and trust on him. • Acquire more companies those business in different countries . • Planning to move in soft drink product. • Enter at large scale through biscuit product in Latin America countries

Problem they face • In January 2006 Salmonella bacteria found and heat its seven products at Boonville. • Bingham city ban its three product. • Rumor spread at world level and company looses nearly 30 million pound in 3 months. • Again found error on product level .

Implementation • Cadbury started a survey behalf of his stack holder and customer . • Launch a new product Bourneville chocolate and whole nut biscuits. • Come with a new punch line you will not only eat ,you will earn it. • Started hydrogenated oils for its products

Conclusion of CRM • After these implementation on his product companies grows widely. • It is very successful in chocolate segment. • Again win customer heart through new product . • Most trusted brand in Fmcg . • Also reached in soft drink market.

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