Impact of Customer Relationship Management (CRM) on Telecom sector in India

Authors

  • Abani Mohanty  Ph.D. Scholar, Department of Business Administration, Utkal University, Bhubaneswar, Odisha, India
  • Dr. Sabyasachi Das  Lecturer, IMBA, Department of Business administration, Utkal University, Bhubaneswar, Odisha, India

Keywords:

CRM, Telecom industry, Service quality, Customer loyalty, Customer retention

Abstract

The Indian telecom sector has faced with a cut-throat competition after deregulation. Many significant developments took place in the early 2000. The telecom service providers are expected to encounter complex issues of new technologies, and value added services through continuous innovations. Though almost every service industry is affected by the churn phenomenon, the problem is extremely serious in the telecom industry with customers subscribing and quitting in a relatively short period of time. As a result, the telecom industries’ bottom line is getting impacted significantly due to the high churn rate. Subscribers switch over for various reasons. The ultimate goal of CRM in telecom sector is to provide a comprehensive array of software applications that enable them to enhance their revenue, productivity and customer satisfaction by managing, synchronizing and coordinating customer interactions across all touch points including web, customer contact centre's, field organization and distribution channels. The objective of this study is to identify the factors that influence the CRM strategies applied by the telecom sector. Questionnaire was the tool for primary data collection and Secondary Data were collected from Journals, Books, News Papers, Research Papers, websites, etc. Probabilistic Sampling Design is used with the sample size of 500 respondents from the capital city of Bhubaneswar, Odisha, India.

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International Journal of Scientific Research in Science and Technology

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Published

2017-12-31

Issue

Volume 3, Issue 8, November-December-2017

Section

Research Articles

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How to Cite

[1]
Abani Mohanty, Dr. Sabyasachi Das "Impact of Customer Relationship Management (CRM) on Telecom sector in India" International Journal of Scientific Research in Science and Technology(IJSRST), Online ISSN : 2395-602X, Print ISSN : 2395-6011,Volume 3, Issue 8, pp.431-437, November-December-2017.