A SYNOPSIS

REPORT ON IMAPCT OF CRM

IN

TELECOM INDUSTRY

Submitted to the

SCHOOL OF MANAGEMENT

SRM UNIVERSITY

NCR CAMPUS, GHAZIABAD

BY

ROHIT KUMAR

MBA 2ND Yr. (3510930120)

SUBMITTED TO:-

Mr. GOPAL SARASWAT

FACULTY,MBA DEPARTMENT
CONTENTS

Title of the project

Chapter 1 Introduction

Chapter 2 Review of literature

Chapter 3 Research Design & Research Methodology

1) Statement of the problem

2) Research Design
3) Research Methodology

Chapter 4 Analysis and Interpretation of the data

Chapter 5 Conclusion and Recommendation

Bibliography

ANNEXTURE
Chapter 1.Introduction

As global competition increases and profit margins shrink, businesses must focus on, and
improve, their business processes to gain competitive advantage. Challenges brought by the new
millennium have forced companies to focus on effectively managing existing customer
relationships to achieve long-term success. As a result, these companies have adopted Customer
Relationship Management (CRM) initiatives to make them capable of maximizing revenue from
an existing customer base, and cut costs via operational and financial efficiency. Number of
businesses that are keen to exploit CRM as a customer services and management tool is growing
by the day. The concept of mass production and mass marketing created by the industrial
economy are giving way to new models in which customer relationships are becoming the
central business issues. Business objectives in today's competitive economy involve customer
retention and customer profitability. The business profitability is being improved by not only
capturing new customers but also enhancing customer interaction and service.

Customer relationship management (CRM) has extended itself from being a buzzword over the
past year to becoming the focus of businesses.

Rising global competition fuelled by the Internet and deregulation of the telecommunications,
utilities and financial services industries are some of the macroeconomic factors driving
businesses towards being more customer-oriented.

Chapter 2 Review of literature

Andrew mentee  in his article "The value of customer satisfaction" brings out the value of
customer satisfaction Andrew points out that although customer satisfaction is difficult to
measures, its measurement is essential in knowing how far a customer is satisfied.  He gives an
example in the British Telecom and the telecom sectors in generally as a place where war is
being waged an customers in the telecom sector and help retain new ones and that is the worth of
CRM.

Beasty and colin in their article titled the " Value thy customers" Recommend that it's important
for companies to objectively assess the value of their customers and link them to overall business
value so as it may be useful for senior menageries.
Bob thomson"successful CRM: turning customer loyalty into probability" emphasizes the
importance of CRM and effectiveness of CRM as a profitability booster. It also explains the must
valid consideration for CRM through a sense from the service industry in USA.  It further
analysis the cause short falls in the CRM success and suggest a successful development option.

Minpend and Wipnop "Customers relationship management software as user vice state that

customers relationship management (CRM) system has been delivered by providers as a service
and they uses this attribute as the sole  business objective ever since the time that the company
was established. There are increasing arguments about the benefits of CRM system as a service.
Minpend and winpnop states that during their study Egypt propositions were generated from
alternative review later on six interviews were we came out   to gather empirical data used to test
the eight propositions. At the end, the research has contributed to seven advantages of CRM
system as a service,. The study aims to gain better understanding about their advantages of CRM
software as a service from provider's perspective 

CHAPTER 3 Research design & Research Methodology

In view of considerable data from survey research as well as secondary sources collected and
presented in this research report "descriptive research" is considered the most appropriate of the
present study. Hence the study has been descriptive and analytical. The research problem and the
questionnaire all have been formulated and framed accordingly.

1) Statement of the problem

a) To evaluate the concept of CRM with reference to telecommunication sector.

b) To find out the challenges for telecommunication companies in retaining customers.

c) To analyze the feasibility of CRM for telecommunication sector in customer

retention,

increasing the profitability and for market segmentation.

2)Research Design
Sources of data

a) Primary data
The present study is empirical one based on survey method.  First hand data were
collected from the field through questionnaire and observation
b) Secondary data
Secondary data has been retrieved from literature, research reports, magazines online
resources and reliable sources from official websites have been used.
 SAMPLE SIZE

1) Market survey of 220 people.

SAMPLING TECHNIQUE

The have choose a convenient sampling technique for the study. This method enables me to
complete the data collection within the stipulated time.

3)Research Methodology
1)while finding average cost of capital.

2)using the pie chart.

STATISTICAL TOOLS USED

1) Percentage Analysis