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Customer Relationship for Telecommunication Industry by Ntutha, Thandiwe

Customer Relationship for Telecommunication Industry

by Thandiwe Ntutha , Michael S , Vettriselvan R
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Book cover type: Paperback
  • ISBN13: 9786208222635
  • Binding: Paperback
  • Subject: N/A
  • Publisher: LAP Lambert Academic Publishing
  • Publisher Imprint: LAP Lambert Academic Publishing
  • Publication Date:
  • Pages: 200
  • Original Price: GBP 67.0
  • Language: English
  • Edition: N/A
  • Item Weight: 300 grams
  • BISAC Subject(s): Production & Operations Management

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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