Customer Relationship for Telecommunication Industry

Customer Relationship for Telecommunication Industry

Michael S / Thandiwe Ntutha / Vettriselvan R

96,06 €
IVA incluido
Disponible
Editorial:
KS OmniScriptum Publishing
Año de edición:
2024
ISBN:
9786208222635
96,06 €
IVA incluido
Disponible

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Sobre IBD

Competitive business landscape, an organization’s success hinges on its ability to retain customers through profitable relationships. This study evaluates the effectiveness of Customer Relationship Management (CRM) in enhancing organizational performance at Airtel Malawi PLC. The primary objectives include exploring the CRM strategies employed by Airtel Malawi, identifying challenges that affect CRM effectiveness, and analyzing the relationship between CRM and key performance indicators such as customer satisfaction, profitability, innovation, and internal process improvement. Conducted in Malawi’s southern region, the study targeted Airtel Malawi PLC customers. Utilizing a quantitative approach, data was collected from 195 respondents through purposive sampling and analyzed using SPSS, employing descriptive statistics, Chi-square tests, and logistic regression models. The findings aim to provide insights into how effective CRM strategies can positively influence organizational performance in the telecommunications sector.

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