Topics: Customer relationship management, Customer service, Marketing Pages: 8 (1690 words) Published: February 4, 2013
Customer Relationship Management at

Name of the student| PG Roll No:|
Aditya Kaushik| PG20112204|
Biswajyoti Mohanty| PG20112059|
Charu Mishra| PG20112009|
Ekta Chaudhary| PG20112100|
Mohit Gupta| PG20112040|
Nitesh Omray| PG20112084|
Sriprakash| PG20112085|
Yatin Bhatia| PG20112061|

Submitted to| Mrs. Poonam nair|
Subject| Customer Relationship Management|
Submitted on| 22-11-2012|
Marks Allotted| |
Remarks(if any)| |

Bharti Airtel Limited usually referred to simply as Airtel, is an India telecommunications company that operates in 19 countries across South Asia, Africa and the Channel Islands. It operates a GSM Network in all countries, providing 2G or 3G service depending upon the country of operation. Airtel is the 5th largest telecom operator in the world with over 200 million subscribers as of October 2010. It is the largest cellular service provider in India, with over 143 million subscribers as of September 30, 2010. Airtel is the 3rd largest in country mobile operator by subscriber base, behind mobile and china Unicom. It has a 30% market share of the GSM mobile service in India. Airtel also offers fixed line services and broadband services. It offers its telecom services under the airtel brand and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom service provider to achieve this Cisco Gold Certification. To earn Gold Certification, Bharti Airtel had to meet rigorous standards for networking competency, service support and customer satisfaction set forth by CISCO. The company also provides land-line telephone services and broadband internet access in over 96 cities in India. It is known for being the first mobile phone company in the world to outsource everything except marketing and sales and finance. Its network(base stations, microwave links, etc)is maintained by Ericsson, Nokia Siemens, Network and Huawei, business support by IBM and transmission towers by another company (Bharti Infratel Ltd in India) Ericsson agreed for the first time, to be paid by the minute for installation and maintenance of their equipment rather than being paid up front. This enabled the company to provide Pan-India phone call rates of Rs 1/minute. Call rates have come down much further. The company structured into four strategic business units:

* Mobile
* Tele-Media
* Enterprise
* Digital TV


To be globally admitted for Telecom Services that delight customers.

We will meet global standards for telecom services that delight customers through * Customer service focus
* Empowered Employees
* Innovative Services
* Cost Efficiency
Selecting and measuring the right components for a successful CRM strategy * Examine the role of data mining to create differentiators * Determine how CRM is applied in a prepaid business
* Using call centre technologies for one to one relationship * The role of the Front Line in CRM success
* Focus on maximising revenues and margins
* Capture maximum telecommunications services to provide customers with a one stop shop solution * Position itself to tap data transmission opportunities and offer advanced mobile data services * Leverage strength of its strategic and financial partners * Emphasize on human resources development to achieve operational efficiency. PEOPLE:

“ We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more” PROCESS:

* The Company has ensured that the waiting time in the Airtel world is low. * The Company has made the systems as the Customer wants.


* Billing
* Value added services
* Advertising
* Hiring...
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