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Developing Successful Customer Relationships in B2B Marketing
Developing Successful Customer Relationships in B2B Marketing
Marketing
ISS Facility Services (Catering)
Team:
Archana D
Gunjan Jajoria
Manuj P Singh
Mrinal Upadhyaya
Sanat Narayankar
Relationship marketing
A form of marketing which emphasizes customer
retention and satisfaction, rather than a focus on point-
of-sale transactions.
Differs from other forms of marketing
1 unit manager.
3 supervisors.
3 assistance(tea, coffee etc.)
6 cooks.
2 north Indian food,2- south Indian food, 2-chinese food
2 cashiers.
8 stewards.
8 utility people/employees.
2 vegetable cutting.
3 chapatti making.
1 store keeping.
Selection process by symbiosis
Three or more quotations called from vendors
Menu and price & quality is criteria
Food tasting
Negotiations on terms and conditions
Timings for Breakfast, Lunch, Tea & Dinner
Quality standards & menu
Notice period for termination of contract
Electricity, utensils and water are provided by the
symbiosis society.
Dress code is provided by ISS and strictly followed.
Cafeteria grocery belongs to ISS.
Working hours for ISS:
7am -9:30 pm
1 year agreement with SIBM bangalore.
Payment is done at the end of every month
Daily business: Rs 35,000. (approx.)
Weekly order is made every Wednesday to standard
vendors by ISS.
Delivery is done every Saturday.
Fresh vegetables and milk are bought daily.
Raw materials eg. Pulses, rice, wheat etc are brought
weekly.
Developing Relationship
Unit manager responsible for all day to day operations
at the site
Smooth functioning of operations & delivering the
appropriate quantity & quality while controlling cost
Take feedback regularly & handle complaints
Take corrective actions to reduce the number of
complaints
Manage emergencies such as shortage
Sustaining Relationship
To ISS, catering is about creating the right environment and not
just a question of feeding people.
They do this by providing a balanced, healthy and tasty diet,
served in a comfortable and inviting atmosphere.
ISS has established a reputation for great food, service and
client satisfaction in both the private and public sectors, from
healthcare to schools, company restaurants, camp messes and
executive dining.
ISS has an impressive client portfolio with tailored catering
solutions designed specially to meet the ever changing
requirements from our customer.
Their solutions are as diverse as their customers, but they are all
based on the same values and know-how, which are matched in
collaboration with the customer to accommodate the specific
needs within every solution.
In catering business to develop relationship & ensuring
repeat business is only through consistent delivery
Whether food is liked or not gauged through quantity
of food remaining on counter
Priority to client satisfaction
Adherence to standard procedures & cleanliness
schedules
ISS provides
Skilled, motivated people committed to their needs
A process oriented approach and quality results that at
least meet, if not exceed, expectations, with a unified
standard for all locations
An open, fair financial relationship, with structured,
long term agreements that reflect a mutual belief in
true strategic partnership
What builds a sustainable & profitable
relationship?
Customer satisfaction.
Good quality.
Well motivated staff.
Better hospitality.
Hygienic factor.
Staff grooming.
No internal conflicts.
Empirical research
Companies that invest 10% or more of revenues in
customer experience:
Have significantly lower customer attrition rate
Enjoy referral rates that are twice as high
Are twice as likely to have customer satisfaction score of
81% or more