Customer Relationship for Telecommunication Industry: With Reference to Malawi - Couverture souple

Ntutha, Thandiwe; S, Michael; R, Vettriselvan

 
9786208222635: Customer Relationship for Telecommunication Industry: With Reference to Malawi
Couverture souple
ISBN 10 : 620822263X ISBN 13 : 9786208222635
Editeur : LAP LAMBERT Academic Publishing, 2024

Synopsis

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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Éditeur
LAP LAMBERT Academic Publishing
Date d'édition
2024
Langue
anglais
ISBN 10 
620822263X
ISBN 13 
9786208222635
Reliure
Broché
Nombre de pages
200
Coordonnées du fabricant
non disponible
Personne responsable
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