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Title: A Study of CRM in BSNL AP Telecom Circle
Researcher: Kumar, V Mohan
Guide(s): Ramana, V Venkata
Keywords: BSNL
Upload Date: 9-Jun-2014
University: Jawaharlal Nehru Technological University, Hyderabad
Completed Date: 2013
Abstract: Telecom is one of the fast growing sectors among the services. The mobile revolution has created a new wave of interest among people to utilize telephone services. The firms offering the services are vying with each other to capture this sudden spurt in newlinedemand. They are using their technology and marketing prowess to attract new customers and simultaneously retain their existing newlinecustomers, make inroads into competition and at the same time build entry barriers to competition to defend their position. newlineBSNL is in an unenviable position of being strong in market for wire line communication which is shrinking both in urban and newlinerural markets at an alarming rate due to product substitution of wire line phone by wireless phones and large scale migration of newlinecustomers to wireless phones . Private sector players, who started their business with wireless services and made all their newlineinvestments in the rapidly growing market, are in much better shape both in urban and rural areas. BSNL was reduced from newlinenumber one position to fifth position in the last five years and is rapidly losing market share and incurring financial losses. BSNL newlinehas realized the importance of CRM in retaining customer base and is seriously planning to come out of its bureaucratic mold and reorient the organization structurally and operationally to enhance customer relations to exploit strength of the largest base of existing ix customers. In this context, the philosophy and practice of CRM newlinehas gained significance. The present study is proposed to examine the CRM issues in case of BSNL.
Pagination: 416 p.
Appears in Departments:School of Management Studies

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01_title.pdfAttached File65.47 kBAdobe PDFView/Open
02_dedication.pdf34.4 kBAdobe PDFView/Open
03_declaration.pdf63.89 kBAdobe PDFView/Open
04_certificate.pdf88.59 kBAdobe PDFView/Open
05_acknowledgement.pdf69.27 kBAdobe PDFView/Open
06_abstract.pdf70.75 kBAdobe PDFView/Open
07_contents.pdf95.39 kBAdobe PDFView/Open
08_list of tables.pdf90.93 kBAdobe PDFView/Open
09_chapter 1.pdf502.7 kBAdobe PDFView/Open
10_chapter 2.pdf671.06 kBAdobe PDFView/Open
11_chapter 3.pdf283.67 kBAdobe PDFView/Open
12_chapter 4.pdf943.38 kBAdobe PDFView/Open
13_chapter 5.pdf207.88 kBAdobe PDFView/Open
14_chapter 6.pdf165.44 kBAdobe PDFView/Open
15_refernces.pdf244.26 kBAdobe PDFView/Open
16_appendix.pdf347.61 kBAdobe PDFView/Open

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