P 1 customer_relations_management_andDBM (1).docx - MAJAN...

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Page1MAJAN UNIVERSITY COLLEGEAccredited to the University of Bedfordshire, United KingdomFACULTY OF BUSINESS MANAGEMENTCustomer Relation Management and DBMCustomer Relationship Management(CRM)Name: Abeer Ali Abdullah Al HootID : 2012618
Page2ContentsIntroducton ---------------------------------------------------------------------------------------------------------3Aims of study +The Rato-------------------------------------------------------------------------------------------4Objectve of study----------------------------------------------------------------------------------------------------5Literature Review-------------------------------------------------------------------------------------------------6-15Benefits of CRM +Research Methodology--------------------------------------------------------------------16Research Methodology+ CRM & Telecommunicaton Companies in Oman -------------------------17The importance of CRM in Oman Telecommunicaton companies ------------------------------------18The Performance of Telecommunicaton companies -----------------------------------------------------19Conclusion-----------------------------------------------------------------------------------------------------------20References-----------------------------------------------------------------------------------------------------------21
Page3Introduction :Customer relatonship management (CRM) is a term that refers to practces, strategies andtechnologies that companies use to manage and analyze customer interactons and datathroughout the customer lifecycle, with the goal of improving business relatonship withcustomers, assistng in customer retenton and driving and sales growth.Purpose of this project is to identfy the importance of CRM) in telecommunicaton sector ofOman and also to overcome problems related spatal limits, tme limits, and objectve limits.Customer Relatonship Management defines how your business is dealing with your customers.Many people think CRM is used only to gather informaton about customers but it is only one offuncton of CRM it provided intelligence you need to provide improved support and services toyour customers. In other words, CRM is all about using all the informaton available to improveservices of existng customers, identfying new customers which indeed would result in higherprofits for you.CRM is about making each and every customer feel like they have a one-to-one relatonshipwith you. Effectve CRM gives you the opportunity to show your customers that: • You know and recognize them. • You understand them• You care about their needs, questons and concerns.• You want to deliver services and products they need the most.• You appreciate their business
Page4Aims of study :This study is aimed at analyzing benefits of Customer Relatonship Management for customermaintenance or retenton in telecommunicaton companies. The Rationale:The telecom industry which is one of the fastest growing sectors of Oman has undergone drastcchanges; this industry has become conscious that no single operator can provide products andservices suitable for all types of customers. Therefore ,to comply with the diversified customerrequirements effectve management of customer relatonship should be the primary objectveof the firm.CRM has advanced the decades and it will contnue to develop with new technologicaladvancement that can increase the opportunites which will help business to interact withcustomers. Business also have to be prepared to be adaptve to new system which will indeedimprove business .increasing technologies such as smartphones and tablets are becoming morepopular and customers are getting used to it. Which makes customers to be online at all tmesof the day. Mobile technology has provided a platform for the customers to interact with service

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