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    Executive Summary: 1. Statement of The Problem

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    Subramanya Dg
    This document provides an executive summary of a research study on customer retention and churn management in the telecommunications industry. The summary discusses how effective customer retention strategies allow companies to remain competitive by increasing profitability and investor confidence. There are no simple solutions and companies must adopt aggressive strategies across the customer lifecycle and integrate them into all business processes. Customer service often does not receive sufficient attention from most firms even though it significantly impacts competitiveness and profits. The research will focus on customer relationship management strategies to improve customer retention and analyze their effectiveness.

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    Executive Summary: 1. Statement of The Problem

    Uploaded by

    Subramanya Dg
    72 views7 pages
    This document provides an executive summary of a research study on customer retention and churn management in the telecommunications industry. The summary discusses how effective customer retention strategies allow companies to remain competitive by increasing profitability and investor confidence. There are no simple solutions and companies must adopt aggressive strategies across the customer lifecycle and integrate them into all business processes. Customer service often does not receive sufficient attention from most firms even though it significantly impacts competitiveness and profits. The research will focus on customer relationship management strategies to improve customer retention and analyze their effectiveness.

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    This document provides an executive summary of a research study on customer retention and churn management in the telecommunications industry. The summary discusses how effective customer retention strategies allow companies to remain competitive by increasing profitability and investor confidence. There are no simple solutions and companies must adopt aggressive strategies across the customer lifecycle and integrate them into all business processes. Customer service often does not receive sufficient attention from most firms even though it significantly impacts competitiveness and profits. The research will focus on customer relationship management strategies to improve customer retention and analyze their effectiveness.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    72 views7 pages

    Executive Summary: 1. Statement of The Problem

    Uploaded by

    Subramanya Dg
    This document provides an executive summary of a research study on customer retention and churn management in the telecommunications industry. The summary discusses how effective customer retention strategies allow companies to remain competitive by increasing profitability and investor confidence. There are no simple solutions and companies must adopt aggressive strategies across the customer lifecycle and integrate them into all business processes. Customer service often does not receive sufficient attention from most firms even though it significantly impacts competitiveness and profits. The research will focus on customer relationship management strategies to improve customer retention and analyze their effectiveness.

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    EXECUTIVE

    SUMMARY

    Customer service is the keybusiness issue. Effective churn management


    allows the company to stayof its competitors, increases profitability and improves
    investor confidence. There are no simple solutions; must adopt aggressive
    strategies which cut across the customer lifecycle and underpin all business
    processes. Customer service is not given the attention due to it, by most firms. It
    has been found that customer service has more impact on provide competitive to a
    firm. In fact.it has been found that companies which reduce customer retention
    defections by 5 per cent, could boost profits from 25 per cent to 85 per cent the
    whole gamut of customer Relation Management strategies centre around the basic
    idea of retention so as to get the mass out of their existing or potential customer.

    Research focus
    Research objectives
    Research technique used
    Recommendations

    INTRODUCTION
    The Indian telecommunication sector is one of the largest and faster
    growing sectors. It also witness of the faster market growth rates globally with a
    compounded annual growth rate (CAGR) of around 30 percent up to 2014.
    India has nearly 200 million telephone lines making it the third largest
    network in the world after china and USA. With a growth rate45%, Indian industry
    has the highest growth rate in world. This project work titledA study on
    portability of customers from other networks to Airtel network with special
    reference to Airtel own retail store Shivamogga
    1. STATEMENT OF THE PROBLEM
    Customer satisfaction survey is systematic process for collecting consumer
    data, analysing this data to make it into actionable information, driving the
    throughout an organization improvement satisfaction survey is a management
    information system that continuously captures the voice of the customer through
    the assessment of performance from the customer point of view.The setting of
    objective is the core stone of a systematic study. The study will be fruitful one
    when basis laid down is a concrete one they represent the desired solution to the
    problem and help in proper utilization of opportunities.

    2. OBJECTIVES OF THE STUDY


    To study and analyse Airtelcustomers perception about Airtel mobile service.
    To find the factor influencing the product selection.i.e., consumerbehaviour.
    To know the effectiveness of Airtel brand in the competitive market.
    To study the effectiveness of customer orientation programs like periodical
    educating and informing about the new service, products, and companys success
    stories.
    Toanalyse the loyal behaviour of the customer towards Airtel mobile serve.
    To define the competition i.e. the extent to which the Airtel is competing with
    other brands in the market.
    To study the threats and probable entry of global telecom players.
    Toanalyse the effectiveness of advertisements and promotions offered.

    3. SCOPE OF THE STUDY


    The area chosen for the purpose of study in Shivamogga , It is situated in
    central part of Karnataka a progressive district of India with the population of
    million. It is a small business centre with well established. Shivamogga is a small
    city when compare to other cities such as Bangalore, Mysore, Hubli, Belgum.
    Cell phone is complete lifestyle statement in many people through India. But the
    scope of the report is restricted to the study of consumer attitudes towards Airtel
    mobile in the Shivamogga town.
    4. NEED FOR THE STUDY
    To assess the present level of service provided by airtel.

    To identify areas which require attention by airtel for improving its service.
    To evaluate the strength and weakness of the its competitors, to develop a
    USP for it services.
    To address all these issues, so that the management can take appropriate
    measures, a research has been called to provide information on the areas where
    AIRTEL need attention.

    5. METHODOLOGY OF THE STUDY


    a. RESEARCH DESIGN

    Type of study: Descriptive Research


    b. METHOD OF DATA COLLECTION

    PRIMARY SOURCES:
    Information obtained from structured questionnaires collected from
    individual mobile users in Shivamogga city.
    SECONDARY SOURCES:
    Web sites, brochures
    c. SAMPLING METHOD

    The sampling has done by selecting the different Airtel users from
    different segment. The four major segments are Business man, Students,
    Professionals, and others have taken as sampling units.
    d. SAMPLE SIZE

    A sample size of 100 is taken for the study


    e. SAMPLING DESIGN

    Sampling design is random selection


    6. LIMITATIONS OF THE STUDY
    Time constraint restricted this study to a sample of 100.
    Study could not cover all the customers.
    Respondents were hesitant to part with the information.
    The study is restricted to some customers.
    Study is limited to Shivamogga Town.

    INDUSTRY PROFILE
    India's 21.59 million-line telephone network is one of the largest in the
    world and the 3rd largest among emerging economies (after China and Republic of
    Korea). Given the low telephone penetration rate - 2.2 per 100 people of
    population, which is much below the global average, India offers vast scope for
    growth. It is therefore not surprising that India has one of the fastest growing
    telecommunication systems in the world with system size (total connections)
    growing at an average of more than80 per cent annually.

    COMPANY PROFILE
    Airtel comes to you from Bharti Cellular Limited - a part of the biggest
    private integrated telecom conglomerate, Bharti Enterprises. Bharti provides a
    range of telecom services, which include Cellular, Basic, Internet and recently
    introduced National Long Distance. Bharti also manufactures and exports
    telephone terminals and cordless phones. Apart from being the largest
    manufacturer of telephone instruments in India, it is also the first company to
    export its products to the USA. Bharti is the leading cellular service provider, with
    an all India footprint covering all 23 telecom circles of the country. It has over 11
    million satisfied customers.

    BRANCH PROFILE
    Airtel own retail store. Established on 2014. Address Malnad arcade apposite
    Vinayaka theatre, B H Rood,Shivamogga 577201.store manager RameshP T
    Telephone no : 08182401566
    E mail: shimoga.airtelstore3@airtel.com

    SYNOPSIS
    MARKETING STRATEGY AND COMPETATION
    MANAGEMENT OF SONY ELECTRONICS PRODUCT IN
    RESPECT TO OTHER BRAND PRODUCT
    With special reference to Gorur Electricals
    Shivamogga
    SUBMITTED BY
    SANCHAN A.M
    2nd YEAR M B A
    SPECIALIZATION: MARKETING
    SUBMITTED TO
    Prof. WILLIAM DSOUZA
    PRINCIPAL
    HCMIT, SHIVAMOGGA

    Department of Management Studies


    HOYSALA COLLEGE OF MANAGEMENT AND IT STUDIES
    SHIVAMOGGA-577201

    PROJECT FORMAT
    EXECUTIVE SUMMARY

    (Overall summary of project)


    PART A
    COMPANY PROFILE

    Introduction
    History
    Vision and Mission
    Organisational Structure
    Etc (company related)

    INDUSTRY PROFILE
    PART B

    Project Overview
    Introduction to project
    Statement of the problem
    Needs for the study
    Scope of the study
    Methodology
    Limitations
    Data analysis and interpretation
    Summary of findings
    Suggestions and recommendations
    Conclusion

    PART C

    Appendix
    Questionnaire
    Bibliography
    References (Meaning of technical words)

    SYNOPSIS FORMAT
    EXECUTIVE SUMMARY
    (Overall Summary of project)

    INTRODUCTION
    1.
    2.
    3.
    4.
    5.
    6.

    Statement of the problem


    Objectives of the study
    Scope of the study
    Needs of the study
    Methodology of the study
    Limitations of the study

    INDUSTRY PROFILE
    COMPANY PROFILE
    BRANCH PROFILE
    PROJECT FORMAT

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