Airtel Thises

Customer Relationship Magic at BHARTI AIRTEL Team 3  knave ? 2  pageboy ? 3 WHAT IS CRM ? ? Business approach that understands, anticipates and manages the need of current and potential guest of an organization. ? Integrating People, Processes and Technology of an organization ? Effective go for of Information about customer to maximize customer gaiety as well as cost reduction and change magnitude profitability for an organization rascal ? 4 CRM TECHNOLOGY ARCHITECTURE page ? 5 ? When Bharti had started out operations (1995), the whole system was manual ? Only 40 part of the customer issues were getting resolved ? Were not meeting the customers expectations ? Customer loyalty was a major concern. rapscallion ? 6 ? Had many local players (dealers, vendors etc) ? Had huge issues in meeting the demands of the evolution customer base. ? Were not able to centralize the services and natural spring a common brand experience. ? Was hard to service customers crossways sectors. ? The subscriber base was growing at a rubicund 15-20%. Airtel crossed the 1 million mark in 2002. Page ? 7 ? Not able to recharge amounts anyplace in India. mavin had to carry scratch cards. ? Not able to pay bills anywhere in India ? Low customer retention ? Hutchs (now Vodafone) customer service was rated far superior.

Page ? 8 IMPLEMENTATION Three tread Program ? Evaluation: Technology evaluation Equipment and technical evaluation was through with(p) GAP analysis Page ? 10 Three Step Program Internal restructuring and reengineering see issues surrounding scalability, Business growth Market and regulatory environments Page ? 11 Three Step Program Implementation Pilot launched Feedback received with problems and suggestions After reengineering drug user validation was sought All these were rolled into Airtels Roadmap for CRM Page ? 12 Page ? 13 Page ? 14 Your anytime, anywhere customer service Linked to host of... If you want to get a full essay, order it on our website: Orderessay

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