A study on customer relationship practices in telecom companies in Karnataka

Commerce and Management

In the past ten years, India's telecommunications sector has undergone substantial changes in terms of development, market share, and technological advancement. The telecommunications business has experienced such velocity and quick growth that it has attracted more companies, increasing rivalry. Users' expectations have also grown as a result of increasing service awareness and consumer bargaining power, driven by service providers' desire to increase their market share. Any drop in service quality makes clients unhappy and compels them to switch service providers. Customer Relationship Management is a relationship-marketing strategy that service companies use to reduce customer attrition. Evidence of CRM's contribution to bettering service quality aids businesses in retaining clients. As a result, the purpose of this research is to examine how CRM has helped Indian telecom network operators improve the quality of their services. The comprehensive analysis uncovered doubts about CRM's ability to raise service quality. Furthermore, it was discovered that the effect of CRM differed depending on the customer's demographic background. The present research advises additional investigations that cover all of India based on these findings. It is advised that clients from various demographic groups be included in order to fully understand how CRM techniques can help telecommunication network providers deliver higher-quality customer care. After deregulation, the Indian telecom industry has had to contend with fierce competition. Early in the new millennium, several important things happened. It is anticipated that telecom service providers would have to deal with challenging difficulties related to new technologies and value-added services as a result of ongoing advancements. The churn phenomenon affects practically every service industry, but it is particularly significant in the telecom sector because users subscribe and cancel in a very short period of time. As a result of the high churn rate, the telecom industries' bottom line is suffering greatly. Customers change providers for a variety of reasons. By managing, synchronizing, and coordinating customer interactions across all touch points, including the web, customer contact centers, field organizations, and distribution channels, CRM in the telecom sector ultimately aims to provide a comprehensive array of software applications that enable them to improve their revenue, productivity, and customer satisfaction.

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