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Difference between Leadership and Management
Factors Sources of Power Focus Approach Process Emphasis Futurity Type
Leadership Personal abilities Vision and Purpose Transformational Inspiration Collectivity Proactive Formal and Informal
Management Authority delegated Operating results Transactional Control Individualism Reactive Formal
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.
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 socioeconomic 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.
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.
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.
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.
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.
Size of Data Area Type of Data Industry Respondent Technique : 120 : Visakhapatnam : 1. Primary 2. Secondary : Telecom : Customers : Random sampling method, questionnaire
REVIEW OF LITERATURE
1. TITLE Author :CRM PRACTICES :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.
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
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.
DATA ANALYSIS & INTERPRETATION
1. If you prefer Airtel GSM,then why?
2.What extent does the Airtel is maintaining the relationship?
3. What type of methods is using to interact with the customers by the Airtel?
4.Which facility makes Airtel is best
5.How do you rate the brand image of Airtel?
6.Which one is the best company in your opinion?
7.If you don’t prefer Airtel GSM-PCO, then why?
8.Do you recommend Airtel GSM-PCO to others?
9. Your Satisfaction level with the Services offered by Bharti Airtel GSMPCO?
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.
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.
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.
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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