Factors Affecting Customer Relationship Management in Uzbekistan Telecommunication Industry
Author | : Elov Olimdjon |
Publisher | : |
Total Pages | : 50 |
Release | : 2012 |
Genre | : Customer relations |
ISBN | : |
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Author | : Elov Olimdjon |
Publisher | : |
Total Pages | : 50 |
Release | : 2012 |
Genre | : Customer relations |
ISBN | : |
Author | : Farnaz Arab |
Publisher | : |
Total Pages | : 129 |
Release | : 2010 |
Genre | : Customer relations |
ISBN | : |
Author | : Anthony Tapiwa Mazikana |
Publisher | : |
Total Pages | : 0 |
Release | : 2023 |
Genre | : |
ISBN | : |
This research focused on Telecommunication organizations such as Telecel Zimbabwe and Netone in Zimbabwe which have been facing challenges such as stiff competition, failure to adopt innovation, high expenses, decline in subscriptions and decline in sales revenue. Some have been failing to pay rentals. The researcher aimed at gaining an understanding on CRM of Telecommunication organizations in Zimbabwe, determining the impact of CRM on customer satisfaction in Telecommunication industry in Zimbabwe, identifying factors which influence customer satisfaction in the telecommunication industry in Zimbabwe and recommending strategies which can be adopted by telecommunication organizations to improve their CRM. This study adopted the disconfirmation of expectations model, Kano model analysis and the rational expectations model. Positivism was deemed necessary so as to collect creditable data from the subjects to attain some law-like generalisations. Positivism enabled the researcher to make strong claims about reliability, objectivity and the usefulness of knowledge he had to offer. The researcher adopted quantitative research strategy to measure the relationship between study variables as well as counting, categorising, measuring and identifying patterns in data. Cross-sectional studies were used to eliminate bias in a research study. This study was conducted in Harare in three organizations namely Econet, Telecel and Netone. A sample size of 291 respondents was obtained using Krejcie and Morgan (1970) tables. The findings showed that CRM comprises the business processes and organization performs to identify, select, acquired, develop, retain and better services customers, organizations could enhance their profitability and attain strategic objectives through the use of customer relationship management, trust influence customer satisfaction in the telecommunication industry and an organization should adopt a customer centric approach of tailoring solutions to the customer's ever changing needs. This study concludes factors such as shared value and empathy influence customer satisfaction in the telecommunication industry. Strategies of improving customer relationship management includes training employees on how to handle customers, proper coordination of resources and coming up with new channels in distributing goods. Telecommunication companies can benefit from this research by getting to understand CRM strategies which they can use to improve customer satisfaction in the industry thereby improve their market share, sales revenue, profitability and fight stiff competition. This study's findings assist CRM practitioners in developing innovative CRM policies and practices. The findings may also be utilized to enhance management ability in developing and implementing CRM initiatives that are relevant to Zimbabwe's CRM requirements.
Author | : NURIDDIN NISHONOV (TP027115) |
Publisher | : |
Total Pages | : 58 |
Release | : 2016 |
Genre | : Consumer satisfaction |
ISBN | : |
Author | : Emhemad Alarabi Ibrahim |
Publisher | : |
Total Pages | : 119 |
Release | : 2009 |
Genre | : Customer loyalty programs |
ISBN | : |
Author | : Kammouny Kammouny |
Publisher | : |
Total Pages | : 120 |
Release | : 2010 |
Genre | : Customer relations |
ISBN | : |
Many studies have taken into consideration the CRM or the customer relationship management in running their busines in different industries while few has pointed out the keys of customer relationship marketing practices in consumer markets. Little attention has been paid to the value the organization can get from such strategies in the B2B market by trying to reach a hypothesis that the effect of attraction and loyalty programs are greater than service quality on market performance. The purpose of my research is to produce some evidence of the involvement between customer relationship marketing strategies which are magnetism activities and fidelity programs (offers, contact, customer satisfaction) and the influence on the market performance. This research will involve collecting data from Lebanese Telecommunication managers of different telecommunication companies (local & foreign operators acting the Middle East Region) to understand the relationship exists between attraction and loyalty programs with market performance of the companies and the market performance is measured by market position, customer perception about the firm and custumer's loyalty. Furthermore, my research will focus on loyalty and interaction programs that are more influential on companies' awareness and penetration in the market (market position). Attraction activities (service quality) has greater impact on customer's perception, however bonus and customer satisfaction are more associated with customer's loyalty also customer satisfaction has greater impact on customers' loyalty than service quality and this will end up with a great competitive advantage against main competitors.
Author | : OECD |
Publisher | : OECD Publishing |
Total Pages | : 79 |
Release | : 2023-05-17 |
Genre | : |
ISBN | : 9264851895 |
Addressing barriers to private-sector development has been a long-standing ambition of the government of Uzbekistan, with an extensive programme of reforms that began in 2017 redoubling efforts to foster the growth of a more competitive and productive population of private-sector firms. Uzbekistan needs a more dynamic and innovative private sector if it is to meet the challenges and seize the opportunities of the green and digital transitions, which create a new impetus for accelerating these reforms.
Author | : Cletos Garatsa |
Publisher | : |
Total Pages | : 384 |
Release | : 2021 |
Genre | : Customer relations |
ISBN | : |
Author | : Joseph S. Chen |
Publisher | : Emerald Group Publishing |
Total Pages | : 287 |
Release | : 2012-07-17 |
Genre | : Business & Economics |
ISBN | : 1780529368 |
Advances in Hospitality and Leisure, a peer-review series, delivers refreshing insights from a host of scientific studies in the domains of hospitality, leisure and tourism.
Author | : Bartosz DeszczyĆski |
Publisher | : Springer Nature |
Total Pages | : 294 |
Release | : 2021-03-25 |
Genre | : Business & Economics |
ISBN | : 3030673383 |
Relationship management (RM) is an essential part of business, but its success as a business model can be hard to measure, with some firms embracing a model that is truly relationship-orientated, while others claim to be relationship-orientated but in fact prefer transactional short-term gain. This open access book aims to develop a mid-range theory of relationship management, examining truly relationship-orientated firms to discover not only what qualities these firms have that make them successful at the RM model, but also what benefits this model has for the firm. It addresses questions like how RM-mature companies achieve and sustain competitive advantage, and what determines the scale and scope of these firms, illustrating with case studies. This book will be of interest to scholars studying leadership and strategy, especially those interested in relationship management, business ethics and corporate social responsibility. It will also be of interest to professionals looking to develop their understanding of relationship management.