Customer relationship management (Telecommunication Industry) Comparison between (Airtel) and (Zain)
Dr. M Srinivasa Narayana, NVV Ramakrishna Rao
The Indian telecom sector has been met with competitive pressure after deregulation. Many key developments took place in the early 2000. The telecom service providers are expected to struggle with complex issues of new technologies, and value added services through continuous innovations. Though many service industries are affected by the churn phenomenon, the problem is extremely acute in the telecom industry with customers joining and quitting in short periods. According to a survey, with churn of 2 per cent a month an operator is losing 24 per cent of its customers every year, the fact remains that the telecom industries bottom line is getting affected significantly due to the high churn rate. Customers switch over for various reasons. The ultimate goal of CRM in telecom sector is to provide a comprehensive suite of software applications that enable them to increase revenue, productivity and customer satisfaction by managing, synchronizing and coordinating customer interactions across all touch points including web, customer contact centre's, field organization and distribution channels. This research explores the kind of relationship marketing strategies that Indian telecom industries is pursuing in today's rapidly changing and highly competitive environment, and to study their effect on the service quality and satisfaction of customers, which represent Through This research by comparison between the Indian telecom sector at (Airtel) and the Iraqi telecom sector at (Zain).
Dr. M Srinivasa Narayana, NVV Ramakrishna Rao. Customer relationship management (Telecommunication Industry) Comparison between (Airtel) and (Zain). International Journal of Commerce and Management Research, Volume 3, Issue 5, 2017, Pages 20-24