Telecom Sector : India And Customer Relationship Management ( Crm ) Essay

2141 WordsAug 2, 20169 Pages
Telecom sector in India and Customer Relationship Management (CRM) Author Raja Sarkar Ph.D. Scholar/ UGC Senior Research Fellow Department of Business Administration Utkal University, Bhubaneswar, Odisha, India E-mail- rajasarkar71@gmail.com Mobile- 9088189044 Abstract: The Indian telecom sector has evolved over the last two decades significantly. Before the economic liberalization in the 1990’s, it was the state run service providers BSNL(Bharat Sanchar Nigam Limited) & MTNL(Mahanagar Telecom Nigam Limited) who had absolute monopoly in this sector. Landlines used to dominate the Indian telecom space. Mobile phone users were very few and they were mostly from the ultra rich and the elite segment. Call charges were extremely high which kept the ordinary people outside the purview of the telecom service. It was the economic liberalization which opened the floodgates for private and foreign investments in the Indian economy in almost each and every sector and the telecom sector was also not untouched by it. It brought the private players into the telecom space and created a fierce competition which resulted in an ideal atmosphere for the diffusion of the telecom services among all classes and segments. It was the trigger for the subsequent telecom revolution in India which ultimately resulted

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