Crm in Telecom

Powerful Essays
CUSTOMER RELATIONSHIP MANAGEMENT

In
TELECOM INDUSTRY

1.INTRODUCTION
The most successful companies are those that focus on delivering exceptional customer value

through one of three value disciplines, while being satisfied with simply meeting industry standards in the other two areas. These disciplines are: Operational excellence, Product leadership, and Customer intimacy.

1. Operational Excellence
Companies attempt to find a combination of price, quality and ease of purchase that none of their competitors are capable of matching. Business model behind this value proposition focuses on achieving cost leadership. Business model behind this value proposition focuses on achieving cost leadership. Production is standardized and automated, if possible 2. Product Leadership
Organizations which aim for product leadership constantly work hard to implement innovation and renewal. They want to constantly amaze their customers with the newest and best products. The success dependent on the speed at which they are able to innovate and produce new products. And many of them are ready with the improved versions of their products even while launching the product. 3. Customer Intimacy

A great deal of attention is focused on the development of the desired customer base: and hence products and services are continually adapted to customers’ wishes, without asking excessively high prices for doing so. They look at the Lifetime value of the customer base and not on the one time purchase. The business model for these organizations has been designed to be able to supply products and services from a broader perspective. A thorough knowledge of the customer as a person, user and buyer is essential in such consumer markets.
TELECOM INDUSTRY Telecom industry in India has a big market potentiality and is a fast growing sector. Government of India is eager to reconstitute this telecom industry by enacting effective policies for more investments from foreign



References: http://www.upe.bsnl.co.in/index.php?option=com_content&view=article&id=138&Itemid=84 http://www.bharti.com/home/our_companies; 20-12-2012 http://www.bsnl.co.in:9080/opencms/bsnl/BSNL/about_us/company/about_bsnl.html http://www.vodafone.in/pages/home_ker.aspx?cid=ker http://www.vodafone.in/business/pages/business_home.aspx

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