Project Work on eCRM Practice over Mobile Telecom Industry in Bangladesh & it’s Impact

Abstract

Customer Relationship Management is an infrastructure that enables the delineation of an increase in customer value and the correct means by which to motivate valuable customers to remain loyal-indeed, to buy again. Customer Relationship Management is an enterprise-wide mindset, mantra and set of business process and policies that are designed to acquire, retain and service customer. The influence of mobile telecommunication is multi faceted. It has become an indispensable part of urban life. Certainly nowadays mobile telecommunication services serve not only for traditional communication purposes but also as a new channel for existing entertainment and new types of entertainment. Mobile phone network is not appearing with dynamic features as per demand of the situation rather they are trying to be more traditional with modern technology. The service providers of this industry are now fighting for the existing customers in the same market instead of developing new market and new innovative products. So it is now very important issue for the mobile operators company to retain their present customer. Because the market growth rate for this particular industry are very dawdling now. For this reasons the companies focusing their Customer Relationship Management strategy through which they mainly retain their present customer. In this research I find out how they companies provide their post purchase service to their customer as well as what is their customer opinion about their service. Through this findings I try to pin point which factor are more important to achieve the higher customer satisfaction. And how the companies increase their customer satisfaction rate.