A Study on CRM Practices of Telecom Sector with Special Reference to BSNL

Keywords: CRM, Operational CRM, Analytical CRM, Collaborative CRM, BSNL


This paper is designed to study the CRM practices followed by BSNL. BSNL is seriously planning to come out of the bureaucratic mold and the organization structurally and operational to enhance customer relations and the largest subscribers base, technical strengths, and infrastructural assets. In this context, the philosophy and practices of CRM merit due consideration in the revival plan. The present study proposed to examine the CRM issues in case of BSNL. Typical elements that constitute customer satisfaction, value-added service, difficulties in tariffs, customer care, and timely response to customer complaints and to study the consumer opinion about tariff rates of SNL, Analyzing the awareness to BSNL subscribers about the facilities. Creating awareness of BSNL subscribers about the facilities in prepaid and postpaid connections. For the study, the researcher has selected 50 respondents who are aware of the SNL telecom industry. A descriptive research methodology is used to conduct the study. It includes surveys and fact-finding inquiries of a different kind. It focused on the problems or the benefits availed from BSNL. All levels of customers were surveyed by using a questionnaire, and the level of satisfaction or dissatisfaction from BSNL was studied. Finally, the detailed information about the benefits they had received was also considered... Finally, it attempts to offer suggestions to the customers to educate much more about CRM practices of BSNL.

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