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    CRM Presentation - Telecom

    Uploaded by

    akhi_s27
    The document discusses implementing a customer relationship management (CRM) strategy for an Indian telecom company over the next 5 years. It outlines the following key points: 1) The telecom market in India is large and growing rapidly in both urban and rural areas. 2) The presentation will cover selecting a CRM software solution, collecting and analyzing customer data, implementing customer engagement strategies, and setting key performance indicators to measure success. 3) Sage CRM has been selected for its lower cost and ability to serve similar clients previously. The CRM system aims to improve operations, customer experiences, and increase revenue and profits over the next 5 years.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    CRM Presentation - Telecom

    Uploaded by

    akhi_s27
    611 views23 pages
    The document discusses implementing a customer relationship management (CRM) strategy for an Indian telecom company over the next 5 years. It outlines the following key points: 1) The telecom market in India is large and growing rapidly in both urban and rural areas. 2) The presentation will cover selecting a CRM software solution, collecting and analyzing customer data, implementing customer engagement strategies, and setting key performance indicators to measure success. 3) Sage CRM has been selected for its lower cost and ability to serve similar clients previously. The CRM system aims to improve operations, customer experiences, and increase revenue and profits over the next 5 years.

    Original Description:

    Presentation for CRM implementation for Call-Center in Telecom

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    The document discusses implementing a customer relationship management (CRM) strategy for an Indian telecom company over the next 5 years. It outlines the following key points: 1) The telecom market in India is large and growing rapidly in both urban and rural areas. 2) The presentation will cover selecting a CRM software solution, collecting and analyzing customer data, implementing customer engagement strategies, and setting key performance indicators to measure success. 3) Sage CRM has been selected for its lower cost and ability to serve similar clients previously. The CRM system aims to improve operations, customer experiences, and increase revenue and profits over the next 5 years.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    611 views23 pages

    CRM Presentation - Telecom

    Uploaded by

    akhi_s27
    The document discusses implementing a customer relationship management (CRM) strategy for an Indian telecom company over the next 5 years. It outlines the following key points: 1) The telecom market in India is large and growing rapidly in both urban and rural areas. 2) The presentation will cover selecting a CRM software solution, collecting and analyzing customer data, implementing customer engagement strategies, and setting key performance indicators to measure success. 3) Sage CRM has been selected for its lower cost and ability to serve similar clients previously. The CRM system aims to improve operations, customer experiences, and increase revenue and profits over the next 5 years.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 23
    At a glance
    Powered by AI
    The key takeaways are about a telecom company planning to enter the Indian market and making a 5-year customer care strategy presentation covering technology solutions, sizing assumptions, KPIs and business case details.

    The main components of the presentation flow are the telecom market introduction, customer engagement, implementation process and pitfalls, technology solutions and KPIs, strategy and conclusion.

    Some of the challenges faced regarding customer engagement are engaging 'PROsumers' who advocate for products online, collecting and analyzing huge customer data from various service mixes, and ineffective or misguided decision-making due to disconnected legacy backend systems.

    Case Study 5CRM in a Telecom

    company
    ABC Telecom Ltd is a large Indian
    conglomerate and are now
    planning to
    enter Telecom Services market in India with
    various services.
    CEO wants the Core management team to
    make a presentation on the Call Center /
    Customer Care strategy for 5 years.
    Presentation
    should
    cover
    all
    the
    technology solution, sizing assumptions as
    well as KPIs along with business case
    details.

    Over View- Work Flow

    Presentation Flow

    Telecom Market Introduction


    Customer Engagement
    Implementation Process & Pit falls
    Technology Solutions and KPI
    Strategy
    Conclusion

    Over View- India Telecom


    Industry
    Composition of Telecom market
    India's telephone subscriber base
    reached 964 million
    The wireless segment constitutes 97 %
    Urban Subscription - 59 per cent
    Rural Subscription - 41 per cent

    Over View- India Telecom


    Industry

    India in numbers:-

    The second-largest telecommunication


    market
    Has the third highest number of internet
    users in the world
    India's telephone subscriber base expanded at
    a CAGR of 24.1 per cent to 933 million over
    FY200714
    In November 2014, total telephone
    subscription stood at 964 million, while
    teledensity was at 77.2

    Over View Indian Telecom


    Industry

    Challenges- PROsumer Vs
    CONsumer
    PROsumer- Product and Brand advocate. Rather than simply
    consuming products.

    Engaging the PROsumer


    Identify the key online influencer
    Acknowledge those people(e.g., send product samples, ask
    opinions, etc.).
    Join the online conversationwhere those people already spend
    time.
    Develop relationshipswith those people by interacting with them,
    providing useful information, and being accessible and human.
    Leverage the opportunities of the social webby creating your
    own branded destinations such as a blog, YouTube channel, Twitter
    profile, Facebook group or fan page, LinkedIn group, podcast, etc.

    Customer EngagementOpportunity &


    Challenge

    Personalized Communication

    Consumer Insight
    Marketing Campaign
    Social Media Analytics

    Implementation Process

    Data Collection
    Datacollectionis the process of
    gathering
    and
    measuringinformationon variables
    of
    interest,
    in
    an
    established
    systematic fashion that enables one to
    answer stated research questions
    hypotheses and evaluate outcomes.

    Analysis
    Analyticsis the discovery and communication of
    meaningful patterns in data. Especially valuable in
    areas rich with recorded information, analytics
    relies
    on
    the
    simultaneous
    application
    ofstatistics,computer
    programmingandoperations
    researchto quantify performance. Analytics is a widely
    used blanket term and often includes most data
    warehousing,
    business
    intelligence,
    online
    analytical processing (OLAP) and predictive
    analytics
    development
    activities,
    and
    their
    underlying technologies. Our focus was on predictive
    analytics, the activity of building statistical models to
    solve business problems.

    Presentation at the Customer


    Access Points
    5
    4.5
    4
    3.5
    3
    2.5
    2
    1.5
    1
    0.5
    0

    Series 3
    Series 2
    Series 1

    Series 1
    Series 2
    Series 3

    White Paper by PWC


    The promise of big data for telecom Big data promises to
    promote growth and increase efficiency and profitability
    across the entire telecom value chain
    Optimizing routing and quality of service by analyzing
    network traffic in real time
    Analyzing call data records in real time to identify
    fraudulent behavior immediately
    Allowing call center reps to flexibly and profitably
    modify subscriber calling plans immediately
    Tailoring marketing campaigns to individual customers
    using location-based and social networking technologies
    Using insights into customer behavior and usage to
    develop new products and services Big data can even
    open up new sources of revenue, such as selling insights

    Customer Service Challenges


    Influx of huge customer data
    Increasingly complex service mix
    Traditional voice
    VoIP
    Data and other connectivity solutions

    Ability to target new and repeat customers successfully


    is eroded
    decision-making is either ineffective or completely misguided

    Patchwork of disconnected legacy back-end systems


    From customer care to invoicing
    Fight customer churn
    Existing client database contains low quality data or data is
    missing

    Present Needs
    Holistic view of customer service
    mixes
    Sales to become more productive by
    identifying and being able to respond
    to customer issues more efficiently
    Innovation/Intelligence in back-end
    systems
    Proactive & possibly tailored solution
    Huge impact on loyalty

    2. Customer
    KPIs
    Satisfaction :
    1. Call center:

    Wait times
    Average speed of answer
    Call volume
    Number of complaints
    received
    Revenue per call
    Average quality of calls
    Number of call transfers
    Average call length
    Number of one call resolutions
    Abandon rates
    Customer satisfaction
    Number of calls answered
    within ten seconds

    Average score from


    external surveys
    Average score from
    internal surveys
    Average score from call
    monitoring
    Total number of
    complaints
    Total number of
    unresolved issues
    Number of responses
    generated

    KPIs
    3. Revenue :
    Average revenue per
    user (ARPU)
    Prepaid ARPU
    ARPU from contracts
    Revenue per voiceminute
    % of non-voice
    revenue
    Average revenue
    realization (ARR)
    Minutes of usage

    4. Customer Care :
    Customer Intimacy
    Relationship with
    customer
    Customer Feedback
    Churn Management
    Customer satisfaction
    report

    Customer Relationship Management


    Software
    Usage of software increased from 56%
    in 2012
    to 74% in 2013.
    1. Salesforce
    2. Sage CRM
    3. Zoho CRM
    4. Microsoft Dynamic CRM

    Customer Relationship Management


    Software
    Sage is what we have finalised on
    due to
    Lower cost
    Implemnatation time
    Exsisting knowledge
    Have served similiar clients before

    Ensures solid operations and quality customer


    experiences

    People

    Tools

    Solid Operations
    Quality Experiences

    Processes

    CRM / No CRM
    Market Share in INDIA
    7
    6
    5
    4
    3
    2
    1
    0
    2015-16

    2016-17

    2017-18
    Market share

    2018-19
    Market share2

    2019-20

    Benefit Envisaged
    Break Even 2017
    Revenue increase 5%
    Profit 10%

    Thank you

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