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Zomato (/ z oʊ ˈ m æ ˈ t oʊ / or / z oʊ ˈ m ɑː ˈ t oʊ /) [5] is an Indian multinational restaurant aggregator and food delivery company. It was founded by Deepinder Goyal and Pankaj Chaddah in 2008. [6]
By including customer satisfaction in the definition, service recovery is a thought-out, planned process of returning aggrieved/dissatisfied customers to a state of satisfaction with an organization/service. [3] Service recovery differs from complaint management in its focus on immediate reaction to service failures.
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The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". [2] Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention.
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This included embedding sales force automation or extended customer service (e.g. inquiry, activity management) as CRM features in their ERP. Customer relationship management was popularized in 1997 due to the work of Siebel, Gartner, and IBM. Between 1997 and 2000, leading CRM products were enriched with shipping and marketing capabilities. [13]
In 2011, Sriharsha Majety and Nandan Reddy designed an e-commerce website called Bundl to facilitate courier service and shipping within India. [6] Bundl was halted in 2014 and rebranded to enter the food delivery market. [7] Majety and Reddy approached Rahul Jaimini, formerly with Myntra, and founded Swiggy in August 2014. [8] [6] [7]
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