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    On Reliance Communications

    Uploaded by

    Lokesh Kumar
    The document discusses customer relationship management (CRM) practices at Reliance Communications, one of India's largest telecommunications companies. It outlines how CRM has evolved from a focus on customer service to customer satisfaction to customer delight. The document then provides details on Reliance Communications' services, including that it is the 5th largest wireless operator worldwide and offers both CDMA and GSM networks across India. Finally, it summarizes research finding low customer satisfaction and loyalty at Reliance due to signal and call issues and recommends improving advertising and CRM services.

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    Download as PPTX, PDF, TXT or read online from Scribd

    On Reliance Communications

    Uploaded by

    Lokesh Kumar
    17 views16 pages
    The document discusses customer relationship management (CRM) practices at Reliance Communications, one of India's largest telecommunications companies. It outlines how CRM has evolved from a focus on customer service to customer satisfaction to customer delight. The document then provides details on Reliance Communications' services, including that it is the 5th largest wireless operator worldwide and offers both CDMA and GSM networks across India. Finally, it summarizes research finding low customer satisfaction and loyalty at Reliance due to signal and call issues and recommends improving advertising and CRM services.

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    Crm

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    The document discusses customer relationship management (CRM) practices at Reliance Communications, one of India's largest telecommunications companies. It outlines how CRM has evolved from a focus on customer service to customer satisfaction to customer delight. The document then provides details on Reliance Communications' services, including that it is the 5th largest wireless operator worldwide and offers both CDMA and GSM networks across India. Finally, it summarizes research finding low customer satisfaction and loyalty at Reliance due to signal and call issues and recommends improving advertising and CRM services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    17 views16 pages

    On Reliance Communications

    Uploaded by

    Lokesh Kumar
    The document discusses customer relationship management (CRM) practices at Reliance Communications, one of India's largest telecommunications companies. It outlines how CRM has evolved from a focus on customer service to customer satisfaction to customer delight. The document then provides details on Reliance Communications' services, including that it is the 5th largest wireless operator worldwide and offers both CDMA and GSM networks across India. Finally, it summarizes research finding low customer satisfaction and loyalty at Reliance due to signal and call issues and recommends improving advertising and CRM services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 16

    CRM

    on Reliance Communications

    CREATING A CUSTOMER, SATISFYING A CUSTOMER AND RETAINING A CUSTOMER PETER F. DRUCKER

    BUSINESS IS ALL ABOUT

    MOVING FROM CUSTOMER SERVICE TO DELIGHT


    1980S CUSTOMER SERVICE FOCUS ON THE PRODUCT 1990S CUSTOMER SATISFACTION NOT CUSTOMER EXPECTATION Millennium CUSTOMER DELIGHT BEAT CUSTOMER EXPECTATIONS FUTURE CUSTOMER OBSESSION

    What is CRM?
    CRM IS NOT A PROJECT NOR A ONE TIME ACTIVITY IT IS A ONGOING PROCESS. IT IS A BUSINESS STRATEGY TO UNDERSTAND, ANTICIPATE AND MANAGE THE NEEDS OF THE PRESENT AND POTENTIAL CUSTOMERS.

    About Reliance Group


    Reliance Group founded by Shri Dhirubhai H Ambani (19322002) Reliance Communications, is India's largest private sector information and communications company,

    Brief About RCOM


    5thlargest wireless operator in the world (customer base in a single country) Only Indian company to offer nationwide both CDMA & GSM services Largest network covering a billion people in India Services offered includes Mobile, Home phones, PCOs, Datacards, etc Worlds largest submarine cable network with presence in 60 countries

    5thlargest telecom operator in the world


    (China Mobile is the largest operator with 488 mn subscribers)

    Services Offers By Reliance Communication


    Prepaid Mobile Postpaid Mobile Handset R-World Internet Home Phone

    Call Management Services


    Call Waiting Receive an incoming call even while you are already speaking to another caller Call Hold Put an ongoing call on hold while making a second call. Call Divert When you are unable to take calls, use Call Divert to direct your calls to another phone number or voicemail box within your circle Caller Line Identification Presentation (CLIP) View the number of the caller when you receive a call Back up Contacts Personal server space to save your contact list online securely. Contacts can be easily viewed and restored to a new phone anytime Missed Call Alert Get updates whenever you miss a call, even when the phone is switched off or unreachable

    Loyalty of Reliance Customers

    Satisfaction of Reliance Customers

    Which mobile service is the best?

    Comparison of Different services

    Research Analysis
    76% Respondents not satisfied with the Service
    Signals Problems Drop Calls Tariffs

    Only 16% of customers are loyal to the brand Airtel is the best service among all services

    Recommendations and Suggestions


    Advertisement need to be good (Like Airtel gingles)

    CRM service is need to be more effective.

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