By:By:Nishi NarulaNishi Narula

RELATIONSHIP

MARKETING IN

TELECOMMUNICTAION

SECTOR

Relationship marketing is a strategy designed to

foster customer loyalty, interaction and long-term engagement. This customer relationship management (CRM) approach focuses more on customer retention than customer acquisition.

Relationship marketing is designed to develop strong connections with customers by providing them with information directly suited to their needs and interests and by promoting open communication.

Relationship marketing

Telecommunications is a general term for a vast array of technologies that send information over distances. Mobile phones, land lines, satellite phones and voice over Internet protocol are all telephony technologies just one field of telecommunications. Radio, television and networks are a few more examples of telecommunication.

Telecommunication

An effective CRM system includes

tools such as a skilled customer care staff and leading edge automation and workflow management software platforms . With this tool, it is possible for a telecom company to track sales enquiries, trouble tickets, emails, telephone calls , and customer satisfaction surveys.

CRM AND THE TELECOM SECTOR

The Telecom Foundation Environmental responsibility Internet and mobile safety Mobile phone sites Supporting the community Disaster Relief

Social responsibility of telecom sector

Telecom, especially mobile telecom ,

is a highly competitive and increasingly mature market . As network coverage, handsets , and price plans become less important as differentiators , customer service is increasingly seen as the key factor in customer acquisition and customer retention .

INDUSTRY CHALLENGES AND E -GAIN SOLUTIONS CUSTOMER SERVICE IS KEY

TO SALES AND LOYALTY

Mobile telephony providers face a significant

challenge to introduce and support the range of new products and services such as email , multimedia messaging, and synchronization with handheld devices, etc . Aliant, for instance , has achieved a 17% reduction in call handle time , which is translates to a saving of approximately $ 1 .5 million in operating staff expenses.

INCREASING PRODUCT AND SERVICE COMPLEXITY

Organizations would like to reduce the costs of customer care by deflecting calls to web-based service channels ,preferably to self -service .

THE OPPORTUNITY FOR SELF-SERVICE

With the commoditization of

products and services, fuelled by greater access to competitive information over the web, customer service is one of the few ways organizations can themselves and increase market share .

CUSTOMER SERVICE BECOMES THE DIFFERENTIATOR

After sales service Portability Do not disturb Customer care service By telling them about the best schemes

How to maintain relationship

People can get instant information about availability of blood

An initiative taken as part of Airtel’s Corporate Social Responsibility

Special and easy number for quick access on status of available blood – 96000 97000

Service available for customers on all networks and toll free for Airtel mobile customers

Airtel ties up with Jeevan Blood Bank

The environment Exploitation Corruption

Idea has focused on three main areas