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CRM

onReliance Communications

Group Members

1.P.Sudhakara Reddy

2.Priyanko Chakraborty3.Sonika Mishra

4.Jyoti Rani

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BUSINESS IS ALL ABOUTCREATING A CUSTOMER,

SATISFYING A CUSTOMER ANDRETAINING A CUSTOMER

PETER F. DRUCKER

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MOVING FROM CUSTOMER

SERVICE TO DELIGHT 1980S CUSTOMER SERVICE FOCUS

ON THE PRODUCT

1990S CUSTOMER SATISFACTIONNOT CUSTOMER EXPECTATION

Millennium CUSTOMER DELIGHT

BEAT CUSTOMER EXPECTATIONS FUTURE CUSTOMER OBSESSION

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What is CRM?

CRM IS NOT A PROJECT NOR A ONE

TIME ACTIVITY IT IS A ONGOING

PROCESS.IT IS A BUSINESS STRATEGY TO

UNDERSTAND, ANTICIPATE AND

MANAGE THE NEEDS OF THE PRESENTAND POTENTIAL CUSTOMERS.

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About Reliance Group

Reliance Group founded by Shri Dhirubhai H Ambani (1932-

2002)

Reliance Communications, is India's largest private sector

information and communications company,

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Brief About RCOM

5thlargest wireless operator in the world (customer basein a single country)

Only Indian company to offer nationwide both CDMA &GSM services

Largest network covering a billion people in India

Services offered includes Mobile, Home phones, PCOs,Datacards, etc

Worlds largest submarine cable network with presence in60 countries

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5thlargest telecom operator in the world

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(China Mobile is the largest operator with 488 mn subscribers)

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Services Offers By Reliance

Communication

Prepaid Mobile

Postpaid Mobile

Handset

R-World

Internet

Home Phone

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Call Management Services

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Call Waiting

Receive an incoming call even while you are already speaking to another caller

Call Hold

Put an ongoing call on hold while making a second call.

Call Divert

When you are unable to take calls, use Call Divert to direct your calls to another phone number or

voicemail box within your circle

Caller Line Identification Presentation (CLIP)

View the number of the caller when you receive a call

Back up Contacts

Personal server space to save your contact list online securely.

Contacts can be easily viewed and restored to a new phone anytime

Missed Call Alert

Get updates whenever you miss a call, even when the phone is switched off or unreachable

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Loyalty of Reliance Customers

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Satisfaction of Reliance Customers

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Comparison of Different services

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Research Analysis

76% Respondents not satisfied with the ServiceSignals Problems

Drop CallsTariffs

Only 16% of customers are loyal to the brand

Airtel is the best service among all services

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Recommendations and Suggestions

Advertisement need to be good (Like Airtel gingles)

CRM service is need to be more effective.

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