LEADERSHIP

AND
MANAGEMENT

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 Difference between Leadership and Management

Factors Leadership Management

Sources of Power Personal abilities Authority delegated

Focus Vision and Purpose Operating results
Approach Transformational Transactional
Process Inspiration Control
Emphasis Collectivity Individualism
Futurity Proactive Reactive
Type Formal and Informal Formal

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INTRODUCTION
 Customer relationship management (CRM) consists of the
processes a company uses to track and organize its contacts
with its current and prospective customers. CRM software is
used to support these processes; information about
customers and customer interactions can be entered, stored
and accessed by employees in different company
departments. Typical CRM goals are to improve services
provided to customers, and to use customer contact
information for targeted marketing.

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 INDUSTRY PROFILE
 The unprecedented growth in the mobile market is, perhaps, the most
vivid facet of India's economic transformation since the mid 1990s. Mobile
technology and services came to India less than a decade ago. In the
early days, a mobile was seen to be a fashion statement for the rich.
Today, it is accepted as a basic communication medium for all socio-
economic segments. As the pioneer and frontrunner, Airtel has been
instrumental in leading and ushering in the mobile revolution in India.

 There were 34.6 million mobile phone subscribers in the country as of

April 2004 (Source: Cellular Operators' Association of India and
Association of Basic Telecom Operators). With approximately seven million
subscribers, Airtel commands nearly 20% share of the market - making it
the number one brand in the country. Airtel's world class service and
innovative products have enabled it to establish this position of leadership.

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COMPANY PROFILE
 Incorporated in the year 1995 July 07, Airtel comes from Bharti Airtel Limited,
India’s largest integrated and the first private telecom services provider with a
footprint in all the 23 telecom circles. Bharti Airtel since its inception has been
at the forefront of technology and has steered the course of the telecom sector
in the country with its world class products and services. The businesses at
Bharti Airtel have been structured into three individual strategic business units
(SBU’s) - Mobile Services, Airtel Telemedia Services and Enterprise Services.
 The mobile business provides mobile & fixed wireless services using GSM
(Global Systems for Mobile communication) technology across 23 telecom
circles.
 The Airtel Telemedia Services business offers broadband & telephone services
in 94 cities.
 The Enterprise services provide end-to-end telecom solutions to corporate
customers and national and international long distance services to carriers. All
these services are provided under the Airtel brand.

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 Objectives of the study

 To study the Customer Relationship Management practices of

Airtel .
 To study the various offers provided by Airtel in
Visakhapatnam.
 To study the various services provided by Airtel to its
customer.
 To study the satisfaction levels of customers in Airtel
Services.
 To study the perception of customers towards Airtel
services.

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Scope of the Study

 Each and every project study along with its certain

objectives also have scope for future. And this scope in
future gives to new researches a new need to research a
new project with a new scope. Scope of the study not only
consist one or two future business plan but sometime it also
gives idea about a new business which becomes much more
profitable for the researches then the older one.
 Scope of the study could give the projected scenario for a
new successful strategy with a proper implementation plan.
Whatever scope I observed in my project are not exactly
having all the features of the scope which I described above
but also not lacking all the features.

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 LIMITATIONS

 Some of the other limitations and the problems is that the most of the
people are not aware about the need and importance of the better
services which the companies are offering. And the limitation of my
project is that the companies are not ready to provide data for the
project because of their privacy policies.
 As there are many players present in the market so we have to face
Many questions from the customers.
 Corporate are too busy to lend us their precious time.
 Company’s Distribution channel is not responding properly.
 Sample size is only 120 and research done by only Visakhapatnam
zone.

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 RESEARCH METHODOLOGY

 Size of Data : 120

 Area : Visakhapatnam
 Type of Data : 1. Primary
2. Secondary
 Industry : Telecom
 Respondent : Customers
 Technique : Random sampling
method, questionnaire

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REVIEW OF LITERATURE

1. TITLE :CRM PRACTICES

Author :Kothari, C.R (2001) Vishwa Publication,192-197
pages.
Sources : It's a well known fact that no business can exist without
customers. In the business of Website design, it's important to
work closely with your customers to make sure the site or
system you create for them is as close to their requirements as
you can manage. Because it's critical that you form a close
working relationship with your client, customer service is of vital
importance. What follows are a selection of tips that will make
your clients feel valued, wanted and loved.

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CONT……
2. TITLE : Customer Satisfaction in 7 Steps:-
Authore: Managing Customer Relationships: A Strategic Framework
(Hardcover) by Don Peppers , Martha Rogers, Wiley; 1
edition (April 19, 2004)
 1. Encourage Face-to-Face Dealings
 2. Respond to Messages Promptly & Keep Your Clients
Informed
 3. Be Friendly and Approachable
 4. Have a Clearly-Defined Customer Service Policy
 5. Attention to Detail
 6. Anticipate Your Client's Needs & Go Out Of Your Way to
Help Them Out:-
 7. Honour Your Promises

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CONT….
3. Article by Merlin Stone, Executive Consultant,
Business Innovation Services:
 The popularity of customer relationship management
(CRM) lies behind these issues. CRM strategies usually
involve a company gathering much more customer
information from various sources, placing it in a central
repository for segmentation, analysis and reuse.
IN MOST OF THE CASES;
 • There is no process for ensuring that the customer has
full access to all personal data
 • There is no process for reviewing, refreshing and
discarding data on a regular basis.

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DATA ANALYSIS & INTERPRETATION

1. If you prefer Airtel GSM,then why?

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DATA ANALYSIS
2.What extent does the Airtel is maintaining the relationship?

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DATA ANALYSIS
 3. What type of methods is using to
interact with the customers by the
Airtel?

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DATA ANALYSIS
 4.Which facility makes Airtel is best

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DATA ANALYSIS
 5.How do you rate the brand image
of Airtel?

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DATA ANALYSIS
 6.Which one is the best company in
your opinion?

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DATA ANALYSIS
 7.If you don’t prefer Airtel GSM-PCO,
then why?

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DATA ANALYSIS
 8.Do you recommend Airtel GSM-PCO
to others?

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DATA ANALYSIS
 9. Your Satisfaction level with the
Services offered by Bharti Airtel GSM-
PCO?

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FINDINGS
 On the basis of Surve maximum respondents use telecom
services. This shows the awareness among the people and the
increased usage of telecom services.
 From the above 2nd diagram it can be said that, the user of
Airtel GSM-PCO is highest that is 62,Tata Indicom is
12,Reliance is 28 and Idea is 18.so we can say that the highest
preference of user is userareofTataIndicom.
 With the help of above 3rd graph it can be interpreted Airtel
has 59 users, Tata indicom has 11, Reliance has 30 and Idea
with 20 has got the least market among customers.
 Thus it can be clearly seen that Airtel is the most preferred
brand among customers.

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FINDINGS CON…
 On the basis of above data it can be interpreted that Airtel has
maximum users of 53, Reliance with 29, Idea with 20 and least
number of customers of Tata Indicom with 18.
 With the help of above 5th diagram, we observe that the facility which
adds the most to the success of Airtel is the network coverage i.e 55
person.
 With the help of above 6th diagram, we observe that the facility which
adds the most to the success of Airtel is the network coverage i.e58
person agreed.
 30 of the respondents say they Airtel Provide a good service and 56 of
the respondents say they Airtel coverage is very broad, 15 respondents
use Airtel GSM-PCO because of its Brand Image.
 On the basis of above data, it can be interpreted that due to high cost
of Airtel GSM-PCO 60 of respondents do not prefer to use this service.

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Conclusions

 Consumers of Visakhapatnam have good awareness level

about AIRTEL as well as about its services and products.
 The network of AIRTEL in Visakhapatnam is lagging behind
a little than its competitors like Vodafone and Reliance .
 The advertising campaign has successfully been able to
increase the market share of AIRTEL in Visakhapatnam.
 The new innovative technique used by Airtel is E-tech.

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CON……..
 Some awareness campaign should be launched to
make the people aware of the Telecom Sector
instruments.
 It is also one of the most powerful tools to spread the
messages since almost all the houses in the world own
television.
 There should be articles related with the Telecom Sector
in the daily news papers because almost every educated
person comes across it every day. It can help in
increasing the awareness level of the Telecom Sector
among the people.

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Thank you

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