Telecom Thesis

Status of Customer Relationship Management in India by Dr. G. Shainesh & Ramneesh Mohan Management Development Institute Gurgaon, India Introduction Relationship selling is emerging as the core marketing activity for businesses operate in fiercely competitive environments. On average, businesses spend hexad times more to acquire customers than they do to keep them (Gruen, 1997). Therefore, galore(postnominal) firms are now paying more attention to their relationships with animated customers to retain them and increase their share of customers purchases. cosmopolitan service organizations name been pioneers in developing customer retentiveness strategies. Banks aim relationship managers for select customers, airlines have frequent aviator programs to reward loyal customers, credit cards offer recoverable bonus points for increased card usage, telecom service operators erect customised services to their heavy users, and hotels have personalized services for their stock guests. Literature Review Until recently, most marketers focused on attracting customers from its direct segments using the tools and techniques developed for mass marketing in the industrial era. In the information era, this is proving to be highly ineffective in most competitive markets.

Slowing growth rates, intensifying opposition and technological developments made businesses look for ways to reduce be and improve their effectiveness. Business process re engineering, automation and curtailment reduced the manpower costs. Financial restructuring and efficient fund counseling reduced the financial costs. Production and operation costs have been reduced through Total Quality Management (TQM), barely in Time (JIT) inventory, Flexible Manufacturing Systems (FMS), and efficient supply mountain chain worry. Studies h ave shown that while manufacturing costs declined from 55% to 30% and management costs declined from 25% to 15%, the marketing costs have increased from 20% to 55% (Sheth, 1998). The practice of... If you want to shrink a full essay, order it on our website: Ordercustompaper.com

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