CRM in the telecom industry

CRM in the telecom manufacturingCh 6 (Discussion ) Conclusion ( future recommendations) Leading companies with competitive proceeds find their success by listening to guests in order to attend their needs and in turn, offering the best solution/product possible. This is essentially customer service, and this is what differentiates companies in the marketplace. Customer race make outment systems capture customer activity and offer business a process whereby to measure and manage customer interaction. Social media encourages participation in an open community purlieu where pulmonary tuberculosisrs can shargon information and make comments in a twain way conversation that connects people, sites and resources. Combining Customer affinity management systems and genial media will give businesses an opportunity to partake in real customer interaction and help them to improve their product and services from feedback posted on affable media. Telecommunication pays a significant role in connecting friends and family and is a major customer oriented business, so it is important for the telecom assiduity to engage customers by using affectionate media within its customer descent management system.The main(prenominal) objective of this thesis was to find the level of consciousness of sociable media in mobile phone users in Pakistan and to emphasize how societal media can be utilize to the benefit or detriment of companies. second base objective of this thesis was to find the occupation faced by the ongoing implementation of CRM in telecom industry and what are the basic actions interpreted by the organization to resolve these problems but on the other tidy sum customer experience is changed by the cordial media revolution and they are contractly more interactive with companies therefore it is important to find what telecom industry in Pakistan is doing to capture this rich customer experience using well-disposed media. After orbiting the litera ture, a series of problems were identified specific to CRM in the telecom industry, such as soiled data problems, adaptation by end user and security and fraud. Beside these, CRM experts also emphasize the use of favorable media in CRM and depict it as CRM 2.0. Hence, the challenge was to loftylight the importance of social media with respect to the telecom industry and to analyze CRM 2.0 with respect to problems faced by the current CRM. To achieve this task, a survey was conducted to find the awareness of social media and the customer satisfaction level in the mobile phone consumer in Pakistan. Interviews were also conducted to find what telecom companies were doing to resolve the problem of CRM and their views about the CRM 2.0. The sequent section will summarize the life-cycle of this research.This weigh began with research fountainheads regarding the new belief of CRM, which as yet has not been introduced into business, and of which there is no existing example. The arch etypal question was to find the benefits of CRM 2.0 for the telecom industry. However, after studying literature and analyzing the main component of CRM 2.0 which is social media, the study had to slightly adjust its research question to finding awareness of social media in the consumers of the telecom industry in Pakistan along with customer satisfaction.This social media al kickoffs consumers to generate content which has revolutionized all old concepts of business and consumer interaction. thusly it was necessary to adjust research question and come up with question which will enrich the context of this research and try additional benefits, which proves that consumers in Pakistan are also aware to social media. Therefore the new question is to find awareness to social media among the consumers and to find relationship between the social media and customer satisfaction.In the previous section, findings of the literature study were analyzed, and the survey and interviews mapped to find a suitable answer. The findings of the consumer survey revealed that 92.5% of the responding population was fully aware of social media and using it in their daily lives. This lead is once more tested by using binomial test to confirm our hypothesis. The result of the test illustrates that 74% of the population are aware of 4 or more types of social media. Both results show that there is very senior high school level of awareness of social media in the population of Pakistan.To discover the relationship between social media and customer satisfaction, the Pearson product Moment correlation was used for calculation with the result that a positive correlation between the social media and customer satisfaction was found. This meant that consumers could use social media against companies if their satisfaction level was low or vice-versa.The second question concerned the problem of whether in achieving smell customer data, adaptations by the end user will be puzzle out by new CRM. After studying literature and conducting interviews, it was clear that dirty data is a persistent issue and there is a high probability of these issues occurring in the new CRM 2.0. However, companies have in-house tools which could help them to resolve this problem. This study also found that these issues occurred due to layered architecture in the endeavor system and there is a high chance that CRM 2.0 will use a different architecture and we strongly recommend that before kickoff the CRM 2.0 initiative organization must keep in consideration of these ii issues.In the case of user adaption, frequent training is the answer to this problem and results show that the companies have developed improved mechanized methods to undertake lag training, which has helped to minimize user adaption problems. The same methods can be used for CRM 2.0.The third gear question on data security and fraud reduction methods was swan to the companies. This research found in accordance to gate (2007), that Web 2.0 provides a relationship-based and fine-grained technique to provide security. From interview, it was also deduced that both telecom companies have security and fraud reduction methods which are managed by a purloin department. Secondly CRM provides a wide range of security techniques such as password security, profile-based access levels and audit trails. The technology mention by Gates (2007) and current method of security used in the organizations can be used in CRM 2.0.Finally, the title of this thesis is Customer in Control. The study has found that the customer is devise to start a conversation and is ready to form an online community to help companies receive better feedback about their products. However, companies are not ready to listen to the customer because they only consider social media as another marketing tool.