Analysis of customer satisfaction in Telecom Sector on implementation of CRM with respect to users



Abstract:-Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. Customer relationship management (CRM) is a strategy that enables organizations to reduce costs, increase profitability and strengthen loyalty of their customers. It collects the information based on all data sources within the organization and when it is possible, beyond organization. This paper shows the analyses and behavior of the BSNL users through the questioner method. So that one can see, how effectively the CRM services of BSNL are working in the market. It is well perceived fact that service marketing has become the important factors of business success. However many conclusions have been drawn with regard to marketing strategy. But there are very few studies related with marketing strategy in telecom sector. Customer relationship quality is a very complex variable and difficult to measure directly. It is needed to look into the antecedents of relationship quality, which are more measurable to measure BSNL’s performance on them and improve them. The study aims to analysis that with the increase in competition in telecom services, higher levels of consumer satisfaction with affordable prices and improved quality of services achieving or not. 


Customer relationship management (CRM),CDR,BSNL, WSC,DTS

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