CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN TELECOM SECTOR: COMPARATIVE STUDY OF PUBLIC AND PRIVATE COMPANIES
Keywords:
Customer relationship Management, Business Environment, Public Sector Telecom Companies, Private Sector telecom CompaniesAbstract
Telecom companies across the globe are facing tough times. Changing dynamics of business environment have been reshaping the strategic framework within which telecom companies have been operating. Higher attrition rate, price war, government regulations, increased customer choices, low switching costs have once again brought the customers at the centre stage of business strategies of telecom companies at both local and global level. This paper has analysed the CRM practices of Public and Private sector telecom companies operating in the Jammu and Kashmir state. The study has concluded that there is a significant difference between the CRM practices of BSNL and Airtel. Further the study revealed that CRM practices of Airtel were better than BSNL. In order to survive in the highly competitive business environment BSNL has to improve upon its CRM practices.
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