Alibaba.com launched customer service operations in India

Last Updated: August 5, 2020By Admin

(ABN Newswire) Alibaba.com Limited the world’s leading small business e-commerce company, announced last year that it is investing in India, with the launch of its local customer service operations to better serve the vast Indian small business community. With a service office in Mumbai, Alibaba.com will primarily focus on providing dedicated customer service to its Indian Gold Supplier members during a crucial time of growth for the small business community.

Alibaba.com’s Indian arm will house a core customer service team including a dedicated staff that will focus on customer training programs. This team will eventually grow and expand to multiple offices across India to provide local, hands-on support to Alibaba.com’s rapidly-growing member-base.

The announcement comes at a significant point, where Alibaba.com is witnessing strong growth in the Indian market with an average of 30,000+ new users having registered per month in the first half of 2010 (as of June 30, 2010). As of the same date, more than 1.45 million users from small businesses in India were using Alibaba.com’s services to reach out to more than 13.6 million registered buyers and suppliers on its international marketplace. Since the first Indian entrepreneur joined the site in 1999, Alibaba.com has continuously strived to better understand the ever-changing needs of its Indian members.

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To achieve better sales and profits, most companies could be doing more to cultivate business from their existing customers. However, enthusiasm for customer-retaining strategies must not endanger sound customer-getting efforts. How companies balance the two is the big question. To intensify reaching old customers while still seeking new ones, for many firms, will mean changes in market analysis, planning systems, management incentives, and marketing and/or operations organization. In the rush toward growth, consumer marketers have tended to regard success as stemming from obtaining new customers while unwittingly minimizing the importance of satisfying old ones. It is time for more companies to distinguish between their getting and retaining functions, to assess the balance between them, and to remedy any deficiencies in customer retention. This process requires management to value the potential of current customers and to treat them in special ways to get them to keep coming back. Several major elements should be part of the new marketing mix for customer retention: Product extras Keeping customers frequently requires giving them more than the basic product that initially attracted them. Product extras for individual customers over time can play a sales-expansive role. Reinforcing promotions Product promotion works better when aimed at existing customers. If a marketer knows who these customers are, benefits can be obtained by giving them reinforcing communications. Sales force connections The sales force can play a decisive role in the customer-retention function. At a retail or service counter the salesperson is the focal point of the company's strategy and is the firm to the customer. Post-purchase communication A company must anticipate that some customers will encounter either minor or serious problems after purchasing. If the firm is not ready to hear and correct these difficulties, the customer may not repurchase or may cancel the the relationship. Whether company or customer is at fault, standby post-purchase activities can be instrumental in saving these customers.

One Comment

suresh somepalli August 6, 2011 at 1:09 pm

i would like to subscribe as a member of alibaba.com so plz give me details

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