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

The future of the telecommunication industry is an exciting future. No longer can these companies depend on telephone service plans to maintain profit. Each company needs to find other avenues, packages and services that can be sold to existing customers while attracting new customers. The companies

Reliance Communications Limited is the flagship business of Reliance Anil Dhirubhai Ambani Group. It is one of the foremost telecommunications service providers in India. The Company acknowledges having a customer base of above 118 million that includes 2.6 million individual overseas retail customers. Rcom does business with over 39,000 Indian and multinational corporations and over 290 global, regional and domestic carriers.

India is one country which is developing rapidly at the moment along with China (Lal and Clement, 2005). The political, economic, social, cultural, technological and legal climate in India is extremely suitable for international entrepreneurs since business prospects in a country are heavily dependent on the above mentioned parameters. Since India is the second most heavily populated country in the world, British telecommunication company, Vodafone has enormous business opportunities in India. Mobile phone usage in India is increasing rapidly in recent times (Press Information Bureau: Government of India, 2010). A substantial portion of Indian

The aim of this report is to research into the Vodafone group and their entry into the Indian Market. The research was carried out of Vodafone’s history, their existing market strategy, the internal environment of the company and external

The telecommunication act bought about a drastic change, ILEC- provided wireline subscriptions started to decline whereas cable-telephone, VoIP and wireless subscriptions started to increase. According to the statistics, more than 40 % of the consumers started to consider mobile as their primary means of communication.

This course provides an overview of the telecommunications industry with focus on areas such as overview of the industry, technologies, policy,

From the time of its invention to 1880, there were 50000 subscribers of the telephone. However, it took nearly a hundred years for the system to improve dramatically. The operators were eliminated because the users could now make their own connection without calling the operators first. By the 1960’s - U.S. Telephones total 80,969,000; world's total reaches 159,200,000; telephone companies were forming everywhere and by 1964, some 2,535 companies were in existence. The more the telephones improve, the more the people wanted more from it. In the twentieth century, the telephone is the main medium to reach just about anyone. It is also the favored medium of communication in the business world. Nowadays, the telephone system can be configured to suit a business' needs. At my job for example, the telephone has multiple functions. One is the paging system to reach someone; it can be used to make conference calls to multiple companies at the same time. With the invention of cellular phones, one can be reached anywhere in the world and be connected to the internet; as long as you have a signal of course.

The business case presented focuses on insatiable demand amongst a growing population for a service built on dilapidated, poorly maintained infrastructure, against a backdrop of government deregulation in the telecoms sector. As of 1992, there were a mere 78k telephone lines for the 27m people living in 4.7m households (a population set to double over the coming 24 years), with users suffering success rates of just 25%. Demand was forecast to grow to 500k subscribers by 1996. The recent deregulation of the telecoms sector (via the break-up of TPTC into TPC and TTCL) and the formation of a regulator (TCC) had

Customer Relationship Management (CRM) is a tool that helps track, manage and supply information about customer’s interactions with an organization to help contribute to customer satisfaction that leads to customer loyalty. Additionally, CRM programs provide tools and applications designed to target their efforts on the most profitable customers, target new potential customers, and generate sales and maintain relationships with customers contributing to a greater market share.

Finnish telephone network was never monopolized by the state, granting many licenses for telephone operations to prevent the Russia to seize its national telephone system when Finland was Russian Grand Duchy. After independence, Finland’s attempts to nationalize poorly performing telecom failed due to political resistance, but could stimulate private operators to upgrade their technology to prevent their nationalization. The legacy of communication business left a lot of competitive companies in the sector for development. However despite all the reasons mentioned above, emerging demand for such technology from global market would be the greatest reason why mobile communication industry emerged in Finland and made Finland a world-leading nation in mobile communication.

The main goal of Customer relationship management is to create a strong bond between customers and the company. The strong bond can be build by focusing on the two main objectives of CRM. Providing the organization and all of the employees that treat customers with a single and complete view of every customer at every touch point and across all channels and providing the customer a single and complete view of the company and its extended channels (O’Brien, A & Marakas, G. 2004).

Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service

The Indian telecommunications Network with 250m telephone connections is the fifth largest in the world and is the second largest among the emerging economies of Asia. Today it is the fastest growing market in the world and represents unique opportunities for UK companies in the stagnant global scenario.

A vibrant new World of unlimited opportunities, where "Air' symbolized a word of unlimited freedom to think …………. to dream & to achieve, where "Tel' connotes new innovative yet simple ways to communicate spontaneously, not just through words but through ideas, emotions and feelings. leadership. Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world-class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti has many joint ventures with world leaders like Singtel (Singapore Telecom); War burg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and New York Life International, USA. Bharti provides a range of telecom services, which include Cellular, cordless Basic, phones. Internet Apart and from recently being introduced largest National Long of Distance. Bharti also manufactures and exports telephone terminals and the manufacturer telephone instruments in India, it is also the first company to export its products to the USA. Bharti is the leading cellular service provider, with a footprint in 15 states covering all four

This assures a high growth in this industry in future. Most of the service providers have covered majority of the urban population of India. But many far fledged villages of India still need to be connected through mobile phones. The untapped rural population of India is a huge proportion of the 72.2% total rural population of India. Also, the demand for telecom service in rural people is increasing day by day. This further ensures growth in the industry. Indian telecom continues to register a significant growth each year. This has been due to the impact of economic reforms and pro-active policies of the government. This has a clear indication that india has huge demand of tele services.