CUSTOMER RELATIONSHIP MAGIC

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CUSTOMER RELATIONSHIP MAGIC- AIRTEL

OBJECTIVES

CRM analytics to generate accurate leads from a customer database.

CRM objectives into measureable business goals

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CUSTOMER RELATIONSHIP MAGIC- AIRTEL

What is CRM?
Identify and target the best customers. Allowing the formation of individualized relationship with customers.

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Effective use of Information about customer to maximize customer satisfaction.

CUSTOMER RELATIONSHIP MAGIC- AIRTEL

BENEFITS
Understand and segregate customer needs - With the help of CRM, they are able to provide customers different schemes and services depending on airtime usage. The CRM strategy at Airtel revolves around two aspects: Operational CRM - Helping call centres with workflow and day-to- day activities. Analytical CRM - Provides staff with the required information on customers; this is used for business development activities.
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INDUSTRY ISSUES
System was run manually. Only 40 percent of customer issues were getting resolved. Were not able to centralize the services and give a common brand experience. Was hard to service customers across sectors. Not able to pay bills anywhere in India. Low customer retention.
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CRM REDEMPTION
Customized and simplified bill formats Better value added services were provided

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CUSTOMER RELATIONSHIP MAGIC- AIRTEL

CRM IMPLEMENTATION
Remember that CULTURE IS KING. Set realistic goals. Obtain and maintain senior management support. Analyze working processes. Select the right software partner . Major Strategy: Increased customers through Increased customer satisfaction.
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Customer touch points

Retail,wholesale,email,telephone, interactive TV, website,mail,video

Applications Marketing sales services

eg.data mining eg.customer contact monitoring eg.customer care

Data sources
Everything about your customer.
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CONCLUSION
Airtel achieved great amount of success through CRM. Overall perceptions about its service quality is high. Airtel has maintained leadership through constant innovations. Airtel is the best service provider.
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SUGGESTIONS
Be reasonable while answering Queries!! Individualized attention should be given. Keep customer informed about new schemes and technologies. Tap the untapped rural market . The majority of perspective customers are teenagers, so AIRTEL ads should be more focused around them. Due to huge competition and a price war scenario in telecom industry, AIRTEL cant take things lightly. It needs to change its marketing and advertising strategies gradually. 24-07-2011 CUSTOMER RELATIONSHIP MAGIC- AIRTEL
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IT COSTS FIVE TIMES MORE TO ACQUIRE A NEW CUSTOMER THAN TO RETAIN ONE.
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May I help you with any clarification? Thank You.

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