1. 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) CRM CC 2: Week 1 Session Brief – Develop Framework

2. 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 by participating in cultural & artistic activities

3. Products / Value-Added Services Music Courses Custom made instruments Composition of songs Composition of songs Exchange programs 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. END BEGIN Enquire Products/ Services Inbound Call Furnish Information Complaints Issues Involved Understand Customer Needs Is Customers Satisfied? No Yes Inbound Call Options Escalation of Call

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

7. Quality Management (external) BEGIN END Quality Management Design Questionnaire Conduct Survey Tabulate Data Analyze & Report Training Needed Satisfied? Yes No Mystery calling Review Performance

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

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

10. External Survey Mystery CallingInternal Key Performance Indicator (call monitoring system)

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

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