The Effective Services Delivered By Telenor Pakistan with the help of CRM to Provide Value Added Services Which will Lead to Higher Quality

Abstract

In this thesis, I have assessed the role of effective CRM in successful customer retention and development strategies in the market. In order to help utilities better target their product offerings, I developed a model to identify profitable customers in a multi-utility environment. We then use the feedback from the survey of 40 customers and 60 CROs in Islamabad to assess suppliers of CRM performance in sales and marketing, customer services and value added services. The aim of this thesis is to provide CRM professionals with a tool to assess and develop CRM strategies in the cellular energy market. This is based on extensive customer research and in –depth analysis of current and expected future market drivers. Sales force customers are buying the development and deployment of technology without the regard for CRM components. On-demand applications, development and deployment services are emerging in the marketplace. Traditional vendors will continue to feel the competition with a viable market in place. From recent announcements for the enterprise customers, they are attracted to buy and deploy technology through the sales force because of the integration and customization offered to them. Strategizing to better enhance the overall customer experience should be a top goal of any CRM professional or call center manager. From measuring customer satisfaction levels with phone surveys and other interactive features to implementing the latest contact management software to improve service, CRM professionals need to place a higher emphasis on Customer Experience Management solutions when hoping to achieve goals and drive business success. In industries like financial services, telecommunications, utilities and travel, the core products are increasingly commoditized, effective customer service is quickly becoming the new battle ground. Leaders in these markets believe that every customer interaction, even a routine service, creates an opportunity to differentiate themselves from their competition in the market. For call center managers and the front line customer service providers, this often means maintaining or increasing the quality of service while keeping the costs low and affordable. Inquiry center responding to a marketing campaign may be linked to multiple applications in order to sell the product to the customer when the contact is established. A new offer or better pricing might be available, but only to customers who are linked to another system when prompted by the business scenario. Rewriting the business rules or creating specialized interfaces is no longer necessary. On the other hand in order to promote a new offer integrated web services can be leveraged. With a standard-based IVR used in conjunction with this feature can help provide a solution that truly meets customer expectations.