Customer relationship management: A case study on ITS Labtest Bangladesh Ltd.
This internship report is submitted in a partial fulfillment of the requirements for the degree of Masters of Business Administration, 2015.
| Autore principale: | |
|---|---|
| Altri autori: | |
| Natura: | Internship report |
| Lingua: | English |
| Pubblicazione: |
BRAC University
2015
|
| Soggetti: | |
| Accesso online: | http://hdl.handle.net/10361/4467 |
| id |
10361-4467 |
|---|---|
| record_format |
dspace |
| spelling |
10361-44672019-09-30T03:52:53Z Customer relationship management: A case study on ITS Labtest Bangladesh Ltd. Sultana, Sabia Aziz, Dr. Md. Tareque BRAC Business School, BRAC University Business administration Customer relationship Customer management ITS Labtest Bangladesh Ltd. This internship report is submitted in a partial fulfillment of the requirements for the degree of Masters of Business Administration, 2015. Cataloged from PDF version of Internship report. Includes bibliographical references (page 61). Now a day, service providers realize the importance of Customer Relationship Management (CRM) and its potential to help them acquire new customer, retain existing ones and maximize their lifetime value. This paper deals with the role of Customer Relationship Management in testing sector and the need for Customer Relationship Management to increase customer value by using some analytical methods in CRM applications. The main objective is to identify the key factors that influence the extent to which CRM helps to improve the service quality of ITS Labtest Bangladesh Ltd. which is widely known as Intertek. Intertek is one of the leading inspection, verification, testing and certification companies. This organization is recognized as the global benchmark for quality and integrity. But the market is now very much competitive. To survive in the market, there is no other option than providing best services and going a way forward to manage good relationship with customers. However, Intertek maintains electronic CRM, Microsoft dynamics, to manage customer relationship. Through Outlook, employees can access Microsoft CRM sales, marketing and customer service modules to know about target customers, make sales decisions, market competitions, solve problems and get strategic views of the business. Moreover, at the end of every year Intertek arranges a survey to figure out the customer satisfaction level towards its services and encourages expressing their recommendations and expectations from the company. From the survey, it seems to have acceptable level of satisfaction with its customers. But there is always a room for improvement. At the end of this paper, some suggestions have been given as recommendation to make its services even better. Sabia Sultana M. Business Administration 2015-10-05T10:04:38Z 2015-10-05T10:04:38Z 2015 2015-09 Internship report ID 12264029 http://hdl.handle.net/10361/4467 en BRAC University Internship reports are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. 62 pages application/pdf BRAC University |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Business administration Customer relationship Customer management ITS Labtest Bangladesh Ltd. |
| spellingShingle |
Business administration Customer relationship Customer management ITS Labtest Bangladesh Ltd. Sultana, Sabia Customer relationship management: A case study on ITS Labtest Bangladesh Ltd. |
| description |
This internship report is submitted in a partial fulfillment of the requirements for the degree of Masters of Business Administration, 2015. |
| author2 |
Aziz, Dr. Md. Tareque |
| author_facet |
Aziz, Dr. Md. Tareque Sultana, Sabia |
| format |
Internship report |
| author |
Sultana, Sabia |
| author_sort |
Sultana, Sabia |
| title |
Customer relationship management: A case study on ITS Labtest Bangladesh Ltd. |
| title_short |
Customer relationship management: A case study on ITS Labtest Bangladesh Ltd. |
| title_full |
Customer relationship management: A case study on ITS Labtest Bangladesh Ltd. |
| title_fullStr |
Customer relationship management: A case study on ITS Labtest Bangladesh Ltd. |
| title_full_unstemmed |
Customer relationship management: A case study on ITS Labtest Bangladesh Ltd. |
| title_sort |
customer relationship management: a case study on its labtest bangladesh ltd. |
| publisher |
BRAC University |
| publishDate |
2015 |
| url |
http://hdl.handle.net/10361/4467 |
| work_keys_str_mv |
AT sultanasabia customerrelationshipmanagementacasestudyonitslabtestbangladeshltd |
| _version_ |
1814309252659937280 |