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A Study on Customer Relationship Management Towards Airtel
Subject area: Management and Commerce · Area of research: Customer Relationship Management
Abstract
The ultimate purpose of CRM, like any organizational initiative, is to increase profit. In the case of CRM this is achieved mainly by providing a better service to your customers than your competitors. CRM not only improves the service to customers though; a good CRM capability will also reduce costs, wastage, and complaints Effective CRM also reduces staff stress, because attrition - a major cause of stress - reduces as services and relationships improve. CRM enables instant market research as well: opening the lines of communications with customers gives direct constant market reaction to the products, services and performance, far better than any market survey. Good CRM also helps to grow business: customers stay longer; customer churn rates reduce; referrals to new customers increase from increasing numbers of satisfied customers; demand reduces on fire-fighting and trouble-shooting staff, and overall the organization`s service flows and teams work more efficiently and more happily, as cited the case of Airtel Magic at Bharti in this study. This information is essential to give customers the answers they need to solve their problems without long waits and multiple departmental visits. Customer relationship management systems are also important to management as they provide important data such as customer satisfaction and frontline employee service efficiency. Customer relationship management software can also generate reports required for product development and new concepts.
Keywords
Customer Relationship Management, Customer Satisfaction
How to cite this paper
@article{1704817,
author = {Shivang Awasthi, Dr. Shantanu Bose},
title = {A Study on Customer Relationship Management Towards Airtel},
journal = {Iconic Research And Engineering Journals},
year = {2023},
volume = {6},
number = {12},
pages = {1162-1167},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/17048171.pdf},
abstract = {The ultimate purpose of CRM, like any organizational initiative, is to increase profit. In the case of CRM this is achieved mainly by providing a better service to your customers than your competitors. CRM not only improves the service to customers though; a good CRM capability will also reduce costs, wastage, and complaints Effective CRM also reduces staff stress, because attrition - a major cause of stress - reduces as services and relationships improve. CRM enables instant market research as well: opening the lines of communications with customers gives direct constant market reaction to the products, services and performance, far better than any market survey. Good CRM also helps to grow business: customers stay longer; customer churn rates reduce; referrals to new customers increase from increasing numbers of satisfied customers; demand reduces on fire-fighting and trouble-shooting staff, and overall the organization`s service flows and teams work more efficiently and more happily, as cited the case of Airtel Magic at Bharti in this study. This information is essential to give customers the answers they need to solve their problems without long waits and multiple departmental visits. Customer relationship management systems are also important to management as they provide important data such as customer satisfaction and frontline employee service efficiency. Customer relationship management software can also generate reports required for product development and new concepts.},
keywords = {Customer Relationship Management, Customer Satisfaction},
month = {June},
}