A Study on Customer Relationship Management towards Airtel Reference to Erode City

  • Dr. M. Kavitha

Abstract

Relationships have proved to be the central element in the success of business since time immemorial. They are the invisible threads, which bind all business associates. To remain competitive and to carve a niche in a global market, it has become imperative to manage customers effectively. Organizations have realized the lifetime value of a customer. CRM has once again acquired the highest place in every strategists priority list. Organizations are redesigning their strategies and sharpening their focus on Customer Relationship Management for achieving sustainable competitive advantage. Sophisticated toolkits, involving latest technology inputs, are being used to implement CRM programmes without proper knowledge of their impact on customers. The biggest Challenge faced by marketers is to know the effectiveness of their CRM programs. Keeping in view the requirements of marketers, it becomes essential to identify the determinants of CRM effectiveness. We see a great usage of CRM in the service industry, especially in the cellular services where each service provider is trying to have an edge over the other by means of enhancing customer satisfaction.

Published
2019-09-29
Section
Articles