Capturing the real customer experience based on the parameters in the call detail records /

It is not a surprise that in recent fierce market of telecommunication, CEM (Customer Experience-Management) has emerged as key differentiator. A positive customer experience leads to increased loyalty, lower churn rate, more recommendations and optimistic word of mouth. Researchers have defined the...

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Bibliographic Details
Main Author: Khan, Nusratullah (Author)
Format: Thesis
Language:English
Published: Kuala Lumpur : Kulliyyah of Information and Communication Technology, International Islamic University Malaysia, 2019
Subjects:
Online Access:http://studentrepo.iium.edu.my/handle/123456789/9701
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