Dhl Logistics Project Report
CASE STUDY PROJECT (II SEMESTER)
CUSTOMER RELATIONSHIP MANAGEMENT
By
Rohit Singh Bisht
Roll Number: EMBA/JUL09/5107
National Institute of Business Management
Old No.20/ New No. 65, Habibullah Road, T Nagar,
Chennai 600017,
India
CONTENTS
Certificate 3
Acknowledgment 4
Introduction to CRM 5
Objectives 7
Company Overview 8 • Product 9 • Corporate Structure 11 • AIRTEL Enterprise Services 11
Methodology 15 • Primary Data Sources 15 • Secondary Data Sources 15
Analysis 16 • SWOT Analysis 16 • BCG Matrix 19 • Environmental Analysis 19
Solution 21 • Key Benefits 21 • Key Findings 22 • The Risk of Growth 23 • Growth through Flexibility 23 • Key Components in Software 24 • Key Components in Servers 24 • Key Components in Services 25 • Why it matters? 25
Recommendations 27
Bibliography 28
References 28
CERTIFICATE
I Rohit Singh Bisht (Register Number EMBA/JUL09/5107), hereby certify that this is a bonafide Case Study Report submitted by me as a part of second semester executive MBA study. This case study project is being submitted to the National Institute of Business Management in partial fulfillment of the requirements for the award of the degree of Executive Master of Business Administration.
Rohit Singh Bisht
ACKNOWLEDGEMENTS
I wish to express my deep sense of gratitude to all the staffs of National Institute of Business Management Chennai for giving me an opportunity to carry out the degree in Executive MBA.
I would like to thank the authors of the study material-Customer Relationship Management for the information’s provided in the material.
I express my sincere gratitude to the authors of all books and
CUSTOMER RELATIONSHIP MANAGEMENT
By
Rohit Singh Bisht
Roll Number: EMBA/JUL09/5107
National Institute of Business Management
Old No.20/ New No. 65, Habibullah Road, T Nagar,
Chennai 600017,
India
CONTENTS
Certificate 3
Acknowledgment 4
Introduction to CRM 5
Objectives 7
Company Overview 8 • Product 9 • Corporate Structure 11 • AIRTEL Enterprise Services 11
Methodology 15 • Primary Data Sources 15 • Secondary Data Sources 15
Analysis 16 • SWOT Analysis 16 • BCG Matrix 19 • Environmental Analysis 19
Solution 21 • Key Benefits 21 • Key Findings 22 • The Risk of Growth 23 • Growth through Flexibility 23 • Key Components in Software 24 • Key Components in Servers 24 • Key Components in Services 25 • Why it matters? 25
Recommendations 27
Bibliography 28
References 28
CERTIFICATE
I Rohit Singh Bisht (Register Number EMBA/JUL09/5107), hereby certify that this is a bonafide Case Study Report submitted by me as a part of second semester executive MBA study. This case study project is being submitted to the National Institute of Business Management in partial fulfillment of the requirements for the award of the degree of Executive Master of Business Administration.
Rohit Singh Bisht
ACKNOWLEDGEMENTS
I wish to express my deep sense of gratitude to all the staffs of National Institute of Business Management Chennai for giving me an opportunity to carry out the degree in Executive MBA.
I would like to thank the authors of the study material-Customer Relationship Management for the information’s provided in the material.
I express my sincere gratitude to the authors of all books and
References: COMPANY OVERVIEW Incorporated on July 7, 1995, Bharti AIRTEL Ltd is a division of Bharti Enterprises