Abstract:
This research project highlights the importance of employees training regarding Customer Relationship Management (CRM) in the context of Pakistani telecom sector (Ufone). The report will first present the current situation of CRM, the degree at which it is practiced in Pakistan and some of the sectors in which CRM is practiced.
The report suggests the sufficient training period required for employees to use CRM effectively. And it also tells us the impact of training on employees skills set.
It also elaborates that the proper training of employees leads towards the effective use of CRM. In this report we also find the relationship between training period and performance level of employees.
The report presents several concepts related to CRM which determine its success and its application is analyzed through taking Ufone GSM Private Limited, Pakistan as a case study.
The report makes a concluding remark by defending the hypotheses that had been created on the basis of the literature review and aimed to be proven through the findings and analysis of the research.
