Scribd Logo
Upload

Welcome to Scribd!

  • 733 views

    Value Chain Model of Ola Cab: Samar Ghorpade 18MBARB135

    Uploaded by

    Samar Ghorpade
    Ola uses a value chain model to understand customer needs and provide maximum value. Key aspects of the model include customer portfolio analysis to identify strategic customers, developing intimacy through support channels, and maintaining a large network of vehicles and drivers. Ola also focuses on training drivers, developing customized offerings, and managing the customer lifecycle through promotions to turn customers into brand evangelists. Leadership and standardized processes around complaints, human resources, and data management further support Ola's efforts to create value for customers and profitability.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Value Chain Model of Ola Cab: Samar Ghorpade 18MBARB135

    Uploaded by

    Samar Ghorpade
    733 views2 pages
    Ola uses a value chain model to understand customer needs and provide maximum value. Key aspects of the model include customer portfolio analysis to identify strategic customers, developing intimacy through support channels, and maintaining a large network of vehicles and drivers. Ola also focuses on training drivers, developing customized offerings, and managing the customer lifecycle through promotions to turn customers into brand evangelists. Leadership and standardized processes around complaints, human resources, and data management further support Ola's efforts to create value for customers and profitability.

    Original Description:

    OLA CRM

    Original Title

    Ola

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Ola uses a value chain model to understand customer needs and provide maximum value. Key aspects of the model include customer portfolio analysis to identify strategic customers, developing intimacy through support channels, and maintaining a large network of vehicles and drivers. Ola also focuses on training drivers, developing customized offerings, and managing the customer lifecycle through promotions to turn customers into brand evangelists. Leadership and standardized processes around complaints, human resources, and data management further support Ola's efforts to create value for customers and profitability.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    733 views2 pages

    Value Chain Model of Ola Cab: Samar Ghorpade 18MBARB135

    Uploaded by

    Samar Ghorpade
    Ola uses a value chain model to understand customer needs and provide maximum value. Key aspects of the model include customer portfolio analysis to identify strategic customers, developing intimacy through support channels, and maintaining a large network of vehicles and drivers. Ola also focuses on training drivers, developing customized offerings, and managing the customer lifecycle through promotions to turn customers into brand evangelists. Leadership and standardized processes around complaints, human resources, and data management further support Ola's efforts to create value for customers and profitability.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    You are on page 1of 2

    SAMAR GHORPADE

    18MBARB135

    VALUE CHAIN MODEL OF OLA CAB


    PRIMARY STAGES

    CUSTOMER PORTFOLIO ANALYSIS -THE OLA WILL UNDERSTAND THAT NEED TO BE


    TARGET .THESE ARE THE STRATEGIC SIGNIFICANT CUSTOMER WHO CREATE MOST
    VALUE FOR THE COMPANY THE IDENTIFICATION WILL DONE THROUGH
    AVAILABLE DATA

    CUSTOMER INTIMACY - OLA SUPPORT ,OLA CAB CUSTOMER CARE NUMBER,


    EMAIL ID ,TOLL FREE HELPLINE NO ,THROUGH THIS MEDIUM OLA ALWAYS
    INTERACT WITH SIGNIFICANT CUSTOMER TO GIVE BETTER VALUE THAN
    COMPETITOR

    NETWORK DEVELOPMENT - OLA CREATE HUGE NETWORK TO GIVE BETTER


    SERVICE TO CUSTOMERS. THE NETWORK INCLUDE 6000+ EMPLOYEES ON
    COMPANY PAYROLL , HAVING SET UP IN MORE THAN 110 CITIES ,7 LAKHS
    VEHICLES AND 8 LAKHS DRIVERS

    DEVELOPMENT -DRIVERS EDUCATION PROGRAM ,TRAINING OF


    COMMUNICATION SKILLS ,CUSTOMER HANDLING SKILLS ,TRAINING ABOUT OLA
    APPLICATION ,RELATED BUSINESS TACTICS THIS THINGS LEAD TO CREATE
    CUSTOMER VALUE

    VALUE PREPOSITION- AFTER LEARNING ABOUT POTENTIAL CUSTOMER THEY CAN


    IDENTIFY AND CREATE SOURCE OF VALUE FOR EACH AND EVERY CUSTOMER

    TO CREATE VALUE FOR CUSTOMER VARIOUS RIDES ARE GIVEN LIKE OLA MINI
    ,PRIME SEDAN ,PRIME PLAY ,PRIME SUV , OLA SHARE, OLA SHUTTLE SERVICE ETC

    ANOTHER PROGRAM LIKE MY OLA DAY ,SELFIE WITH OLA


    MANAGING CUSTOMER LIFE CYCLE -IT IS CUSTOMER JOURNEY FROM SUSPECT TO
    BRAND EVANGELIST THROUGH OFFERING VARIOUS SERVICES AND OFFER AND
    PROMOTION. SOME ARE LIKE

    GET 75% OFF ON FIRST RIDE , REFER YOUR FRIEND AND GET FREE CAB RIDE,

    HERE A OFFER JUST FOR YOU

    CUSTOMER OF THE MONTH (TAKE MAXIMUM RIDE AND WIN AMAZING REWARD
    )

    SUPPORTING CONDITION

    LEADERSHIP AND CULTURE - OLA LEADERSHIP CREATE POLICIES AND GUIDELINES


    FOR CREATING MAXIMUM VALUE TO CUSTOMER. THE POLICIES INCLUDE
    CUSTOMER COMPLAINT AND FEEDBACK ,MANAGING DELIVERY AND SERVICE TO
    CUSTOMER .

    PROCESSES -OLA IS HAVING STANDARD PROCESS FOR CUSTOMER COMPLAINT


    HANDLING

    HUMAN RESOURCES MANAGEMENT PROCESS - IT INCLUDE RIGHT SELECTION OF


    DRIVERS ,TRAINING OF DRIVERS , GROOMING OF DRIVERS ETC

    DATA MANAGEMENT PROCESS - MANAGING CUSTOMER DATA TO USE IN


    ANALYTICAL CRM

    THE PRIMARY STAGES AND SUPPORTING CONDITION TOGETHER CREATE VALUE


    FOR CUSTOMER AND PROFITABILITY OF COMPANY

    HOW OLA CAN IMPROVE SERVICE ?

    IMPROVE ON THE CUSTOMER KEY PERFORMANCE INDICATOR

    MANAGING CUSTOMER LIFE CYCLE

    INCREASE ADAPTION WITH CUSTOMER(COMMITMENT)

    MORE REFERRAL OFFER THE ACQUIRE NEW CUSTOMER

    You might also like

    pFad - Phonifier reborn

    Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

    Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


    Alternative Proxies:

    Alternative Proxy

    pFad Proxy

    pFad v3 Proxy

    pFad v4 Proxy