PROJECT REPORT

ON
CUSTOMER RELATIONSHIP
MANAGEMENT AND SERVICE DELIVERY
AND QUALITY IN TELECOM INDUSTRY

Submitted in partial fulfillment for award of degree

MASTER OF BUSINESS ADMINISTRATION

Guided By: Submitted By:

Ms. SEEMA SINGH ATUL BANSAL
Lecturer Roll No.-04212501712

Delhi School of Professional Studies and Research

(Aff. To Guru Gobind Singh Indraprastha University)

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 DECLARATION

I , ATUL BANSAL , hereby declare that the project report prepared by me under the
guidance of Ms. SEEMA SINGH on “Customer Relationship Management and
Service Delivery and Quality” is an original project report and I have not copied it from
anywhere. It is my own preparation.

ATUL BANSAL Ms. SEEMA SINGH

Enrollment no.- 04212501712 Lecturer

Customer Relationship Management and Service Delivery and Quality Page ii

 ACKNOWLEDGEMENT

I have prepared this study paper for the ““Customer Relationship Management and
Service Delivery and Quality”. Quite frankly, I have derived the contents and approach
of this study paper through discussions with colleagues and other persons who are also
the students of this course as well as with the help of various Books, Magazines and
Newspapers.

I would like to thank my supervisor Ms. SEEMA SINGH, Lecturer for her valuable
guidance, the enthusiasm and supervision for doing this project work. Special thanks to
my friends who were very keen in my project work throughout till complection. I think
there will be always need of improvement. Apart from this, I hope this study paper would
stimulate the need of thinking and discussion on the topic this one.

ATUL BANSAL
ENROLLMENT NO.-
04212501712

Customer Relationship Management and Service Delivery and Quality Page iii
 EXECUTIVE SUMMERY
Globalization is the crux reality of 21st century. We are in an Era of innovations, fast
changing technology, good customer service and proactive smart marketing. All this and
more pave an organization’s way to global success in this highly competitive world
economy. Marketing is indeed one of the most important aspects of organizational
success.

As a young aspiring marketer I undertook a project, which was all about understanding
customers and how to maintain good and healthy relations with them by delivering
quality service in telecom industry (GSM).

This is through telecom industry only we have come so close to each other, wherever we
are we can share all are joys and sorrows within no time. As IDEA CAN CHANGE
YOUR LIFE.

CUSTOMER HANDLING is one of the most complex, difficult and at the same time one
of the most valuable business as the market place in which we operate is becoming more
demanding and competitive day by day. In order to have a good market share in telecom
industry provided with the following assignments: -

 To conduct meetings with customers to analyze their problems and assure them
for their resolutions by forwarding their requests.

 To conduct a survey to know different competitors available in telecom market.

Customer Relationship Management and Service Delivery and Quality Page iv

  To know WHAT’S IN telecom industry and WHAT’S OUT by conducting a
survey to understand customer’s aspirations for future.

 To understand why customers leave the network by analyzing problems faced by

them through personal meetings and trying to retain them.

Table of Contents

CERTIFICATE……………………………………………………….ii
DECLARATION……………………………………………………...iii
ACKNOWLEGEMENT……………………………………………...iv
EXECUTIVE SUMMARY…………………………………………....v

CHAPTER - 1
Introduction …………………………………………………………….1
1.1 Overview of Telecom Industry……………………………....2
1.2 GSM market in India………………………………………..4
1.3 Comparison Between CDMA&GSM………………………..5

CHAPTER-2
Objectives of Study………….………………………………………….8

CHAPTER – 3
Research Methodology……....….……………………………………...10
3.1 Research Design …....….……………………………………..11
3.2 Research Process………………………………………...........11
3.3 Data Collection sources………………………………………12

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 3.4 Sample Plan and Sample Size………………………………...14
3.5 Errors in Study………………………………………………..15

CHAPTER – 4
Companies Profile…..…………………………………………………17
4.1 Company Introduction………….…………………………....18
4.2 Company Vision………..…..………………………………...22
4.3 Company Mission..…………..…………………………….....23
4.4 SWOT Analysis……………………….……………………...29
4.5 Product Offered by Company……….……………………….31
4.6 Tariff Plan of Company……………………………………...32

CHAPTER - 5
Literature Review……………………………………………………...40
5.1 Overview of CRM&Service Delivery………………………..41
5.2 Five Must of Good Customers.……………………………....46
5.3 Top Ten Tips of Outstanding Customers………………….....48
5.4 Service Delivery and Quality……………………….………..49

CHAPTER – 6
Competitor Analysis….………………………………………..............55
6.1 Market Segment Captured by Each Player………………….56
6.2 Market Share of Cellular Players of India…………………...57
6.3 Idea’s Performance in Telecom Industry……………………58

Customer Relationship Management and Service Delivery and Quality Page vi

CHAPTER – 7
Data Analysis & Interpretation……………………………………..60

CHAPTER-8
Findings……………………………………………………….……...81

CHAPTER-9
Limitations…………………………………………………………...83

CHAPTER-10
Conclusions…..………………………………………………………85

CHAPTER – 11
Recommendations …....……………………………………………..87

BIBLIOGRAPHY
ANNEXURE QUESTIONNAIRE

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