crm process airtel vs vodafone

Click here to load reader

Post on 08-Sep-2014

536 views

Category:

Documents

6 download

Embed Size (px)

TRANSCRIPT

Submitted to:

Submitted by:Alok Shukla Amit Gupta Ankur Tewari Anubha Gupta JIML-10-012 JIML-10-014 JIML-10-023 JIML-10-024

Dr. REETI AGARWAL

AcknowledgementWe take immense pleasure to acknowledge the efforts of the following people who helped our group to make this project a reality. We express our gratitude for their suggestions, guidance and intellectual influence.

We express our sincere thanks to Dr. REETI AGARWAL, for making this project a reality.

We are also thankful to all our Lecturers for their help and kind co-operation throughout the course. Last, but not the least, we would like to thank our parents and friends who always supported in all our endeavors.

Alok Shukla Amit Gupta Ankur Tewari Anubha Gupta

Table of ContentsAcknowledgement ..................................................................................................................................................... 2 Telecom Sector in India .............................................................................................................................................. 4 Network Expansion: .............................................................................................................................................. 4 Wireless Service:.................................................................................................................................................... 4 Wire line Subscribers: ........................................................................................................................................... 4 Teledensity: ........................................................................................................................................................... 4 Increasing Role of Private Sector: ........................................................................................................................ 5 Tariff Rebalancing Measures: ............................................................................................................................... 5 Telecom Regulatory Authority of India (TRAI):................................................................................................... 5 AIRTEL ........................................................................................................................................................................ 6 Businesses .............................................................................................................................................................. 6 Competitive Strengths............................................................................................................................................ 7 Brand Architecture: ................................................................................................................................................ 7 VODAFONE ....................................................................................................................................................... 8

SWOT Analysis........................................................................................................................................................... 9 Bharti Airtel .............................................................................................................................................................. 9 Vodafone .................................................................................................................................................................. 10 Company Prospective............................................................................................................................................... 11 Customer Perspectives ............................................................................................................................................. 22

IntroductionTelecom Sector in IndiaThan 125 million telephones network is one of the largest communication networks in world, which continues to grow at a blistering pace. The rapid growth in the telecom sector can be attributed to the various pro-active and positive policy measures taken by the government as well as the dynamic and entrepreneurial spirit of the various telecom service providers both in private and public sector. The telecom sector has shown impressive growth during the past decade. Today, more Two striking features of this growth viz. increasing preference for mobile phones and higher contribution of private sector in the incremental growth have pre-dominated the telecom sector. The share of mobile phones (including WLL mobile) has overtaken the share of landlines with 62% in the total number of phones. The private sector's contribution is also increasing rapidly. Currently more than 30 lakh phones are being added each month and it is targeted that by the end of 2008 the total number of phones may reach a level of 350 million taking the tele-density to more than 30% which is currently at 24.63%.

Network Expansion: The total number of telephone subscribers has reached 281.62 million at theend of January 2008 as compared to 232.87 million in July 2007. The overall Teledensity has increased to 23.63% in January 2008 as compared to 21.20% in August 2007.

Wireless Service: The wireless segment saw a surge of 8.77 million subscribers last month comparedto 8.17 million in December2007. This pushed the total wireless subscribers base to 242.40 million by Jan 31 2008.

Wire line Subscribers: The wire line segment subscriber base stood at 39.73 million with adecrease of 0.16 million at the end of January 2008.

Teledensity: The gross subscriber base reached 206.83 million at the end of March 2007. TheTeledensity is 24.63%at the end of January 2008 as compared to 18.31% at the end of March 2007, registering an increase of 6%.

Increasing Role of Private Sector: The private sector has played a significant role in the growthof telecom sector. The share of private sector has risen to 85 per cent in December 2007 from 64.14 per cent in November 2006.

Tariff Rebalancing Measures: There has been a dramatic fall in the tariffs due to increasedcompetition. The minimum effective charges for local calls have fallen considerably in recent months especially for cellular service. The long distance domestic as well as international charges have also fallen considerably.

Telecom Regulatory Authority of India (TRAI): TRAI was established under the TelecomRegulatory Authority of India Act, 1997 enacted on March 28, 1997. The goals and objectives of TRAI are focused towards providing a regulatory framework that facilitates achievement of the objectives of New Technology Policy (NTP) 1999. TRAI has endeavored to encourage greater corporation in the

telecom sector together with better quality and affordable prices.

AIRTEL

Airtel is a brand of telecommunication services in India operated by Bharti Airtel. Airtel is the largest cellular service provider in India in terms of number of subscribers. Bharti Airtel owns the Airtel brand and provides the following services under the brand name Airtel: Mobile Services (using GSM Technology), Broadband & Telephone Services (Fixed line, Internet Connectivity (DSL) and Leased Line), Long Distance Services and Enterprise Services (Telecommunications consulting for corporate). It has presence in all 23 circles of the country and covers 71% of the current population (as of FY07).

Leading international telecommunication companies such as Vodafone and SingTel held partial stakes in Bharti Airtel. The Company has developed the following strategies to achieve its strategic objective:

Focus on maximizing revenues and margins; Capture maximum telecommunications revenue potential with minimum geographical coverage; Offer multiple telecommunications services to provide customers with a "one-stop shop" solution;

Position itself to tap data transmission opportunities and offer advanced mobile data services; Focus on satisfying and retaining customers by ensuring high level of customer satisfaction; Leverage strengths of its strategic and financial partners; and Emphasize on human resource development to achieve operational efficiencies.

BusinessesBharti Tele-Ventures current businesses include

Mobile services Fixed-line National and international long distance services VSAT, Internet services and network solutions Broadband services with DSL and Wi-Fi network

Competitive StrengthsBharti Tele-Ventures believes that the following elements will contribute to the Company's success as an integrated telecommunication services provider in India and will provide the Company with a solid foundation to execute its business strategy: Nationwide Footprint - approximately 92% of India's total mobile subscribers resided in the Company's fifteen mobile circles. These 15 circles collectively accounted for approximately 56% of India's land mass; Focus on telecommunications to enable the Company to better anticipate industry trends and capitalize on new telecommunications-related business opportunities. The strong brand name recognition and a reputation for offering high quality service to its customers; Quality management team with vision and proven execution skills; and The Company's strong relationships with international strategic and financial investors such as SingTel, Warburg Pincus, International Finance Corporation, Asian Infrastructure Fund Group and New York Life Insurance.

Brand Architecture:Bharti is working on a complex three-layered branding architecture to: Create specific brands for each service, Build sub-brands within each of these services and Use Bharti as the mother brand providing the group its corporate identity as well as

defi