Crm And The Telecom Sector
CRM AND THE TELECOM SECTOR -G.Jayalakshmi., Ph.D Scholar INTRODUCTION The telecommunications market, in the last few years, has seen incredible Technological advancement, which has fueled massive consumer adoption and brutal competition driven by commoditization. To drive profits in this business, you must increase the average lifetime value per customer and minimize the service cost even as service choices increase. Common to all of our customers in the telecom sector is an abiding belief in delivering the best service to customers by investing in technology that empowers consumers and service agents to have intelligent, productive conversations. In a marketplace where consumers are increasingly aware of their choices, consistent service quality is the foundation of a durable brand. TELECOMMUNICATION SECTOR Telecommunication sector: The sector that includes the telecommunications service providers, network operators, regulators, manufacturers, subscribers, and users. The telecom sector has seen much change d EasyAzon uring the past two decades. At first, it was the opining up of the equipment manufacturing sector, followed by the corporatisation of the government owned entities, Videsh Sanchar Nigam Limited (VSNL) and Mahan agar Telephone Nigam Limited (MTNL). Subsequently, the sector was opened for private participation in basic other value added services. The most recent liberalization moves have been the corporatization of the Department of Telecom into Bharat Sanchar Nigam Limited (BSNL) and the privatization of VSNL. CRM AND THE TELECOM SECTOR An effective CRM system includes tools such as a skilled customer care staff and leading edge automation and workflow management software platforms. With this tool, it is possible for a telecom company to track sales enquiries, trouble tickets, emails, telephone calls, and customer satisfaction surveys. INDUSTRY CHALLENGES AND E-GAIN SOLUTIONS CUSTOMER SERVICE IS KEY TO SALES AND LOYALTY Telecom, especially mobile telecom, is a highly competitive and increasingly mature market.