Customer relationship management Celcom (Malaysia) Sdn Bhd

Celcom (M) Sdn Bhd is a leading provider of telecommunication services. This case looks at Celcom's business issues in terms of customer satisfaction amidst a volatile industry, increasing competition and evolving market share. Celcom is faces with a lot of business challenges in view of erodin...

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Main Author:	Abdul Aziz, Sharizan
Format:	Thesis
Language:	English English
Published:	2002
Subjects:	Customer relations - Management
Online Access:	http://psasir.upm.edu.my/id/eprint/77924/1/t%20GSM%202002%208%20%281900118332%29.pdf
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id	my-upm-ir.77924
record_format	uketd_dc
spelling	my-upm-ir.779242022-01-21T03:29:15Z Customer relationship management Celcom (Malaysia) Sdn Bhd 2002-05 Abdul Aziz, Sharizan Celcom (M) Sdn Bhd is a leading provider of telecommunication services. This case looks at Celcom's business issues in terms of customer satisfaction amidst a volatile industry, increasing competition and evolving market share. Celcom is faces with a lot of business challenges in view of eroding market brought about by stiff competition and reduction in service level delivery. Analysis will be made both on the organization as well as on Celcom's current customer base and its various Customer Relationship Management initiatives and loyalty programs to examine its effectiveness in sustaining growth revenue. The course of action recommended is to stay focus in areas of core competencies and in the process recapture the market leadership position. Being a customer focused organization it is also recommended that customer relationship management initiatives be further strengthened and emphasized. Customer relations - Management 2002-05 Thesis http://psasir.upm.edu.my/id/eprint/77924/ http://psasir.upm.edu.my/id/eprint/77924/1/t%20GSM%202002%208%20%281900118332%29.pdf text en public masters Universiti Putra Malaysia Customer relations - Management Abdullah, Iskandar English
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English English
advisor	Abdullah, Iskandar
topic	Customer relations - Management
spellingShingle	Customer relations - Management Abdul Aziz, Sharizan Customer relationship management Celcom (Malaysia) Sdn Bhd
description	Celcom (M) Sdn Bhd is a leading provider of telecommunication services. This case looks at Celcom's business issues in terms of customer satisfaction amidst a volatile industry, increasing competition and evolving market share. Celcom is faces with a lot of business challenges in view of eroding market brought about by stiff competition and reduction in service level delivery. Analysis will be made both on the organization as well as on Celcom's current customer base and its various Customer Relationship Management initiatives and loyalty programs to examine its effectiveness in sustaining growth revenue. The course of action recommended is to stay focus in areas of core competencies and in the process recapture the market leadership position. Being a customer focused organization it is also recommended that customer relationship management initiatives be further strengthened and emphasized.
format	Thesis
qualification_level	Master's degree
author	Abdul Aziz, Sharizan
author_facet	Abdul Aziz, Sharizan
author_sort	Abdul Aziz, Sharizan
title	Customer relationship management Celcom (Malaysia) Sdn Bhd
title_short	Customer relationship management Celcom (Malaysia) Sdn Bhd
title_full	Customer relationship management Celcom (Malaysia) Sdn Bhd
title_fullStr	Customer relationship management Celcom (Malaysia) Sdn Bhd
title_full_unstemmed	Customer relationship management Celcom (Malaysia) Sdn Bhd
title_sort	customer relationship management celcom (malaysia) sdn bhd
granting_institution	Universiti Putra Malaysia
publishDate	2002
url	http://psasir.upm.edu.my/id/eprint/77924/1/t%20GSM%202002%208%20%281900118332%29.pdf
_version_	1747813272916066304

Customer relationship management Celcom (Malaysia) Sdn Bhd

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