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Group 3: Wang Xiuyu (032499T) Lam Mei Ru Vanessa (032632C) Tang Shu Yue (031467S)

Angels' Music. CRM CC 2: Week 1 Session Brief – Develop Framework. Group 3: Wang Xiuyu (032499T) Lam Mei Ru Vanessa (032632C) Tang Shu Yue (031467S) Kiang Yi Xin Agnes (032932P) Lim Hwee Sian (033143T) Amirul Akhbar (032553G). About Us. Mission

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Group 3: Wang Xiuyu (032499T) Lam Mei Ru Vanessa (032632C) Tang Shu Yue (031467S)

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  1. Angels' Music CRM CC 2: Week 1 Session Brief – Develop Framework Group 3: Wang Xiuyu (032499T) Lam Mei Ru Vanessa (032632C) Tang Shu Yue (031467S) Kiang Yi Xin Agnes (032932P) Lim Hwee Sian (033143T) Amirul Akhbar (032553G)

  2. About Us Mission • To advance, transmit and prolong music knowledge passionately • To enhance the benefits of music education through teaching and researching Vision • To play our part in transforming Singapore into a vibrant, renaissance city Objective • To find the real meaning in your leisure pursuit  in music • To encourage students to experience the true meaning of life byparticipating in cultural & artistic activities

  3. Products / Value-AddedServices • Music Courses • Custom made instruments • Composition of songs • Exchange programs

  4. Others • Booking of venues for musical events • Delivery • Repairing • Organize competition • Performance by our students • Cutting of album • Course books • Musical Instruments

  5. Inbound Call BEGIN Enquire Products/ Services Understand Customer Needs Inbound Call FurnishInformation Is CustomersSatisfied? Complaints Escalation of Call No Issues Involved Options Yes END

  6. Capture Customers’ Interest Outbound call Setup/ Planning BEGIN Collect Customers’ Data Introduce Product/ Services Outbound Call Close the Deal Yes Opportunities? END No

  7. Quality Management(external) BEGIN Quality Management DesignQuestionnaire ConductSurvey TabulateData Satisfied? Analyze & Report Mystery calling Yes Review Performance END Training Needed No

  8. Quality Management(internal) BEGIN Quality Management Monitor Performance Review Performance Key PerformanceIndicator(call monitoring system) Provide Good Customer Service Rewards Service Level Sales Target END

  9. Inbound call provide help to customers respond to feedback Outbound call direct marketing plan direct marketing promotion Summary

  10. Quality management External • Survey • Mystery Calling Internal • Key Performance Indicator(call monitoring system)

  11. Music Courses and course books Junior Teenagers Adults Music instruments and value-added services Middle income to high income family Schools and companies Targeted Audience

  12. Website detailed information Call centre Answer enquiries Acquire customers Get feedback Distribution network

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