“A STUDY ON CUSTOMER SATISFACTION FOR BSNL MOBILE SYNOPSIS The Telecom industry is one of the leading and fastest growing in the world as communication plays a vital role in the world and especially in India. It acts as a major catalyst for the economic growth. BSNL has good brand awareness among the people. This could be attributed to its long history in the market and continued support from the Government. In today’s competitive world‚ BSNL has to provide excellent services to attain a major
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REVIEW OF LITERATURE CUSTOMER SATISFACTION Customer Satisfaction‚ a business term‚ is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.In a competitive marketplace where businesses compete for customers‚ customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.There is
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partnering with selective customers to create superior value for the company and the customer. Importance of CRM • • • • Growing de-intermediation process Growth of the services economy Emergence of TQM/ JIT/ MRP/ ERP Advent of digital technology/ complex products/ solution selling • Hyper competition • Changing customer expectation • Globalisation – global account management CRM Process CRM Formation • Purpose – Improve marketing effectiveness – Improve marketing efficiency • Programs – Continuity
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The author here cites this case as a support to influence the importance of customer relationship management’s study in the present market scenario. Due to the facts of big bucks investment in this field while implementing CRM the case shows that it is becoming a rather de-motivating strategy for the companies to invest huge amounts of money in things that doesn’t seem successful‚ analyzing the past records. Customer relationship management is an approach to managing a company’s interactions with
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BSNL company profile INTRODUCTION Bharat Sanchar Nigam Limited (known as BSNL‚ India Communications Corporation Limited) is a public sector communications company in India. It is the India’s largest telecommunication company with 25.14% market share as on December 31‚ 2007. Its headquarters are at Bharat Sanchar Bhawan‚ Harish Chandra Mathur Lane‚ Janpath‚ New Delhi. It has the status of Mini-ratna - a status assigned to reputed Public Sector companies in India. BSNL is India’s oldest and
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though the fixed line market share has been dropping consistently. Three telecom players dominate this market - Bharti Airtel with 19.5% market share‚ Reliance Communication with 16.7% and Vodafone with 16.4% followed by Idea around 12% and then BSNL having market share of around 11%. HISTORY OF AIRTEL Sunil Bharti Mittal founded the Bharti Group. In 1986‚ Mittal incorporated Bharti Telecom Limited (BTL)‚ and his company became the first in India to offer push-button telephones
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SWOT Analysis Strengths • BSNL is the India’s leading telecommunications and broadband Internet provider. • Provides global telecommunication services 90 million customers in India; • Provides 27.45 million fixed- wired line telephones with network connections‚ and local telephone exchanges; • Operates more than 72 million wireless subscriber; • Owns largest cellular provider in whole India; • BSNL communication has moved into new areas as technology improves and into new innovation like
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References: http://www.upe.bsnl.co.in/index.php?option=com_content&view=article&id=138&Itemid=84 http://www.bharti.com/home/our_companies; 20-12-2012 http://www.bsnl.co.in:9080/opencms/bsnl/BSNL/about_us/company/about_bsnl.html http://www.vodafone.in/pages/home_ker.aspx?cid=ker http://www.vodafone.in/business/pages/business_home.aspx
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First of fall I would like to thank the Management at BSNL for giving me the opportunity to do my two-month project training in their esteemed organization I would like to thanks my faculty of my college who allow me to undergo my training with BSNL exchange and help me providing tips for this training. As well as I would like to thanks to the staff of BSNL who help me a lot over their and give me their support in training. Staff of BSNL is very hardworking and supportive. Above all
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Marketing strategies of BSNL By Shri G S Grover Director (C &M)‚ BSNL. Shri N K Srivastava CGM ALTTC Ghaziabad. Shri Sunil Kumar DDG Marketing BSNL CO. Synopsis
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