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  • Customer Relationship Management: Group Number-2, Gurugram Campus

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    Group Number-2, Gurugram Campus 3M was founded in 1902 and has grown to a $32.8 billion company. It produces over 8,563 product categories across four business groups. Current challenges include revenue crunch, maintaining quality, changing customer perceptions, and unethical practices. Top competitors include Grasim, RIL, SRF, Piramal Enterprises, and Linde India. 3M implements customer relationship management practices like task forces, forecasting, customer data systems, and CRM software. It offers direct messaging, complementary products, exchanges, value-added services, and discounts. Challenges include diverse customers, price gouging, counterfeits, quality demands,

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    Group Number-2, Gurugram Campus 3M was founded in 1902 and has grown to a $32.8 billion company. It produces over 8,563 product categories across four business groups. Current challenges include revenue crunch, maintaining quality, changing customer perceptions, and unethical practices. Top competitors include Grasim, RIL, SRF, Piramal Enterprises, and Linde India. 3M implements customer relationship management practices like task forces, forecasting, customer data systems, and CRM software. It offers direct messaging, complementary products, exchanges, value-added services, and discounts. Challenges include diverse customers, price gouging, counterfeits, quality demands,

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    25 views11 pages

    Customer Relationship Management: Group Number-2, Gurugram Campus

    Uploaded by

    Somil bansal
    Group Number-2, Gurugram Campus 3M was founded in 1902 and has grown to a $32.8 billion company. It produces over 8,563 product categories across four business groups. Current challenges include revenue crunch, maintaining quality, changing customer perceptions, and unethical practices. Top competitors include Grasim, RIL, SRF, Piramal Enterprises, and Linde India. 3M implements customer relationship management practices like task forces, forecasting, customer data systems, and CRM software. It offers direct messaging, complementary products, exchanges, value-added services, and discounts. Challenges include diverse customers, price gouging, counterfeits, quality demands,

    Copyright:

    © All Rights Reserved
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    of 11

    Group Number-2, Gurugram Campus

    Customer Relationship
    Management
    About Company

    • Founders: Danley Budd, John Dwan, William


    McGonagle, Hermon Cable, Henry Bryan CEO: Mike
    Roman (1 Jul 2018).
    • Started as a mining venture in 1902.
    • Turnover $32.8 billion (2018) and is ranked number 95
    in the Fortune 500.
    • 3M produces approximately 8563 different categories.
    • 3M focuses on four business groups focused on safety
    and industrial, transportation and electronics, health
    care, and consumer products.
    Current challenges in Industry

    Revenue Raising Standards Maintaining quality Changing Unethical


    crunch of OEM's level and customer perception practices
    upgradation
    Competitor

    Top 5 Competitor’s are:


    • Grasim
    • RIL Partly Paid
    • SRF
    • Piramal Enter
    • Linde India

    Biggest competitors are the


    locals dealers, vendors &
    Manufacturers
    Customer Relationship Management Practices

    • Creation of 14 member task force.


    • Forecasting.
    • Remedy Action Request System (RARS).
    • Data warehouse.
    • E-Crm software stores data of the customers.
    Customer Relationship Management Offerings

    Direct messaging for regular Complementary products


    contact on bulk purchase

    Outbound & Inbound services Exchange offers.

    Free value added service Major discounts to


    tenured accounts

    Offers After Sale services

    Educating the customers


    Pickup and drop services about the high entry cost
    but long run benefits.
    Challenges In customer retention

    Diverse customer base


    Price gouging

    Counterfeit Products. Demand of high quality products


    at lower price.

    Customers perceive that bigger


    companies fool them.
    Aiming for best customer experience

    • Showing long term value of their product


    • 3M takes customer service to the extreme
    • Stretching Product Boundaries to Meet Customer Needs
    • Face to face feedback in trade shows
    • Customer reviews from retailers
    Covid-19

    • Prioritizing shipments to people who need


    the products most.
    • Collating customers data on salesforce.
    • Rolling out new processes in Salesforce
    Anywhere.
    • Additional offering were tailor made to
    cater customer.
    • Main focus was shifted towards health
    industry.
    Fact

    “Any 3M Customer on
    average uses at least
    four 3M products in a
    day, knowingly or
    unknowingly.”
    Thank You!
    Mahima Sethi IILMU/PG/2020/M454
    Malvika Sharma IILMU/PG/2020/M453
    Geetika Munjal IILMU/PG/2020/M634
    Prakhar Srivastava IILMU/PG/2020/M486
    Lakshay Madan IILMU/PG/2020/M403
    Siddharth Kathait IILMU/PG/2020/M417

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