Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
SlideShare a Scribd company logo

CRM at Timex Watches

•
•
Harsh Ajmera
Harsh Ajmera

1) Titan and Timex entered into a joint venture where Titan was responsible for marketing and distributing Timex watches but tensions arose as they started entering each other's territories. 2) There were reports of Titan employees denigrating Timex watches and only promoting Titan watches since employees were unaware Titan had a stake in the Timex JV. 3) Issues also arose regarding service centers where unhappy Timex customers faced inefficient service and Titan took no action in response to a formal complaint about the situation.

Related slideshows

Optical industry
Optical industryOptical industry
Optical industry
 
Watches
WatchesWatches
Watches
 
Brand Presentation - Fastrack Watches
Brand Presentation - Fastrack WatchesBrand Presentation - Fastrack Watches
Brand Presentation - Fastrack Watches
 
1 of 6
Timex Watches: Managing Customer Relationships during the Joint venture Presenters: Harsh Ajmera, Mohit Jain, Juline Ebc, Anirudh Lanka, Mainak Basu, Aquil Arif, Marine Robin, Sudhamsh Khandavalli
Case overview • Titan & Timex had a JV • Titan was to help Timex to Market and Distribute the watches. • They were to cater to two different segments • However they started entering each other territories. • Hence clashes of interest. • There were also reports of denigrating of the watches by the titan group employees. • Employees did not know that in Timex JV, Titan had stake, and hence they only promoted Titan.
Delhi Area, Titan Sales Manager Incident • Step daughterly behavior of • A formal Complaint was the sister concern- Titan launched of the incident. Watches. • To dismay, Titan did not take • Sales officers behaved to the action recommended. denigrate Timex's watches themselves. • Mismatch between the corporate objectives and the actions/workings of the human resource
Issues of Service Centers of Titan • Unhappy Customers • Separate service center for Timex watches were with the service set up. centers • Benchmarks set were • Inefficient Service higher that industry Centers standards • Use of Assembly line working was introduced so as to develop efficacious servicing and delivering the repaired watched very early
Cold meeting with customers • Cold Meeting with customers to now if they were happy about the watches they purchased. • If any customer complained about any problems, the officials from titan would go to his house and give a new watch in place of the existing and resend the repaired watch.
• Thank you.

More Related Content

CRM at Timex Watches

  • 1. Timex Watches: Managing Customer Relationships during the Joint venture Presenters: Harsh Ajmera, Mohit Jain, Juline Ebc, Anirudh Lanka, Mainak Basu, Aquil Arif, Marine Robin, Sudhamsh Khandavalli
  • 2. Case overview • Titan & Timex had a JV • Titan was to help Timex to Market and Distribute the watches. • They were to cater to two different segments • However they started entering each other territories. • Hence clashes of interest. • There were also reports of denigrating of the watches by the titan group employees. • Employees did not know that in Timex JV, Titan had stake, and hence they only promoted Titan.
  • 3. Delhi Area, Titan Sales Manager Incident • Step daughterly behavior of • A formal Complaint was the sister concern- Titan launched of the incident. Watches. • To dismay, Titan did not take • Sales officers behaved to the action recommended. denigrate Timex's watches themselves. • Mismatch between the corporate objectives and the actions/workings of the human resource
  • 4. Issues of Service Centers of Titan • Unhappy Customers • Separate service center for Timex watches were with the service set up. centers • Benchmarks set were • Inefficient Service higher that industry Centers standards • Use of Assembly line working was introduced so as to develop efficacious servicing and delivering the repaired watched very early
  • 5. Cold meeting with customers • Cold Meeting with customers to now if they were happy about the watches they purchased. • If any customer complained about any problems, the officials from titan would go to his house and give a new watch in place of the existing and resend the repaired watch.