CRM Practices in Indian Telecommunications

Customer Relationship Management is the strongest and the most efficient approach in maintaining and cultivating relationships with customers. It is not only good business but also allows cos to communicate new ideas and create strong personal bonds with customers. The telecommunications market, in the last few years, has seen incredible Technological advancement, which has fuelled massive consumer adoption and brutal competition driven by commoditization. Common to all customers in the telecom sector is an abiding belief in delivering the best service to customers by investing in technology that empowers consumers and service agents to have intelligent, productive conversations. When consumers are increasingly aware of their choices, consistent service quality is the foundation of a durable brand. Extensive information is collected from primary sources through interacting with customers and executives and from secondary sources by gathering published information from various websites, magazines and journals. It is sincerely hoped that the book will be useful to the business people, students and faculty of MBA, other PG courses, Academia, Research Scholars and society at large.

Autorentext

Dr. D. Pradeep Kumar, Prof.& Head, Dept of Management Studies,MITS, Madanapalle, worked 24 years in industry, academia & research. Alumni of S.K. University, Anantapur, he obtained Ph.D. in Strategic Marketing& has 40 publications in National/International journals & guiding 8 Ph.Ds. Visited Hungary, South Africa & Turkey for academic interactions.