TULIP.India is the fastest growing and the 2nd largest telecom market in the world (the largest being China). www.unitedworld.edu.in
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India is the fastest growing and the 2nd largest telecom market in the world (the largest being China)- TULIP

India is the fastest growing and the 2nd largest telecom market in the world (the largest being China)- TULIP

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    TULIP.India is the fastest growing and the 2nd largest telecom market in the world (the largest being China). www.unitedworld.edu.in TULIP.India is the fastest growing and the 2nd largest telecom market in the world (the largest being China). www.unitedworld.edu.in Presentation Transcript

    • PRESENTATION ON CORPORATE RELATIONSHIP MANAGEMENT TULIP TELECOM 1 Prabar Rakshit
    • TELECOM INDUSTRY- ENTERPRISE DATA MARKET 2
    • INTRODUCTION • India is the fastest growing and the 2nd largest telecom market in the world (the largest being China). • Enterprise Data Market is a major sector of the telecom industry comprising of services like MPLS-VPN, Ethernet, IPLC, DLC, V-SAT. • According to the estimates by Frost and Sullivan, the enterprise data market has a worth of around 7500 crore in with MPLS segment accounting for 43% of the market i.e. around 3200 crore. • Frost and Sullivan also estimates the enterprise data market to grow at a rate of 20% every year with the expectation of MPLS segment to grow at a rate of over 30% every year. 3
    • SEGMENTATION OF THE ENTERPRISE DATA MARKET ETHERNET 2% INTERNET 23% MPLS-VPN 43% DLC 16% IPLC 10% VSAT 6% SHARE OF DIFFERENT SERVICES 4
    • ABOUT THE COMPANY • The company was born in 1992. • It was formed by Lt.Col. Hardeep Singh Bedi and Mr. Maninder Bedi. • Tulip Telecom Ltd is now India's leading enterprise data service provider offering full suite of data services - managed service, data center and global connectivity. 5
    • COMPANY PROFILE • The services of Tulip mainly comprises of Global Connectivity, Data Centre and Managed Services. • Tulip is the largest player in the MPLS-VPN market. • It launched Asia's largest data center and world's third largest data center in February 2012. • The company’s data network has the largest reach of over 2,000 locations globally. • Tulip has an employee base of more than 4000. • It has over 20 years of rich experience in providing information, communication and technology solutions to its customers. • It has a customer base of more than 2200. 6
    • VALUED CLIENTS OF TULIP 7
    • COMPETITORS The competitors of Tulip : • TATA TELECOMMUNICATIONS • RELIANCE COMMUNICATIONS • BSNL • BHARTI AIRTEL • SIFY 8
    • SHARE IN MPLS - VPN 9% 9% 12% 13% 29% 13% 15% 0% 5% 10% 15% 20% 25% 30% 35% TATA COMM BHARTI BSNL RCOMM TULIP SIFY OTHERS SHARE 9
    • PROJECT TITLE – CORPORATE RELATIONSHIP MANAGEMENT 10
    • The work that had been assigned by the company is to study the Corporate Relationship Management strategy of Tulip in the Eastern region and to find out the positive side as well as the negative side of such a CRM strategy and coming up with recommendations. Different feedbacks had to be collected by visiting companies and calling up corporate clients. Analysis was done on the collected data. 11 JOB PROFILE
    • OBJECTIVES The primary objective of this internship programme was to gather knowledge on the following factors :  To find out the CRM strategy of Tulip Telecom.  Whether the existing CRM structure is feasible or not.  To analyse the customer purchase criteria for telecom service.  The reasons for satisfaction or dissatisfaction of the corporate clients with respect to the services of Tulip.  What sort of changes is required in the present CRM strategy/structure.  To identify and suggest factors which will enable Tulip to maintain healthy relationships with its clients. 12
    • DATA COLLECTION DATA WAS COLLECTED USING THE FOLLOWING PROCESS : TELECALLING VISITING COMPANIES CREATING DATABASE OF NEW CORPORATE CLIENTS 13
    • SOME OF THE EXAMPLES • Keventer Agro: “There are always some problem in connectivity each and everyday for two hours atleast and there is no one to solve the issue. From next time onwards we will start deducting charges” • Apeejay Group: “ Tulip does not collect its cheques on time. Many a times we had to cancel the outdated cheques and prepare fresh ones” • Ultratech: “We used to use Tulip’s services earlier. We experienced a poor time with Tulip as there was no proper person to solve our issues” • Eveready Industries: Excellent services by Tulip. We are completely satisfied with them. • Rose valley: Satisfied with the services and connectivity of Tulip. Looking forward to further upgradation. 14
    • DATA ANALYSIS 15
    • DATA ANALYSIS Data has been analysed on the basis of following parameters: • Most important parameter for choosing a service provider • Percentage of satisfied and dissatisfied customers. • Reasons for dissatisfaction • Reasons for choosing Tulip Telecom • Recommendations for other brands • Recommendations by the employees of Tulip Telecom 16
    • ANALYSIS 1 • We see that connectivity is given the most importance followed by the service as these are the two main parameters that corporates look for. • Price and brand name do not play a vital role in this case. • Companies are ready to pay a good price and prefer any brand if they get a good connectivity and proper service. CONNECTIVI TY PRICE SERVICE BRAND NAME Series 1 20 2 17 1 0 5 10 15 20 25 score MOST IMPORTANT PARAMETER FOR CHOOSING A SERVICE PROVIDER 17
    • ANALYSIS 2 • We see that Tulip has not been able to satisfy even 50% of their clients. • The reason being that it concentrates on its bigger clients who helps Tulip to generate huge amount of revenues rather than focussing on the smaller ones as well. (36) 42% (49) 58% No.of Satisfied/dissatisfatied clients Satisafction Dissatisfaction 18
    • ANALYSIS 3 • As the dissatisfied companies mentioned that the main reason for their dissatisfaction was that they do not get proper after sales service. • Problems in connectivity also leads to dissatisfaction. • The rest play a minor role in this case. Billing problem Late collection of revenue Unsatisfactor y after sale service Connectivity Share 7 3 22 18 0 5 10 15 20 25 AxisTitle REASONS FOR DISSATISFACTION 19
    • ANALYSIS 4 • The satisfied clients believe that they prefer Tulip over other companies just because of the global connectivity and the great service that it provides. • These satisfied clients are those big companies which help Tulip generate more revenue and thus Tulip tries to satisfy them in each and every way. 14 5 18 3 0 2 4 6 8 10 12 14 16 18 20 CONNECTIVITY PRICE SERVICE BRAND NAME REASONS FOR PREFERRING TULIP 20
    • ANALYSIS 5 • Corporate cilents prefer Bsnl and Tata after Tulip because of the wide spread connectivity and the reliability that they provide. • Reliance and Airtel lacks behind because though they have a brand image of their own yet they are quite new in the MPLS - VPN market. AIRTEL (12) 24% TATA (14) 28% RELIANCE (7) 14% BSNL (17) 34% PREFERENCE FOR OTHER BRANDS 21
    • ANALYSIS 6 • Maximum people feels that appointing coordinators will be the best possible change that can be done about the CRM strategy of Tulip. • Some of them also feels that having a separate CRM department or a separate revenue collection department will help Tulip. • Implementing new CRM softwares may not be a very good idea. 5 2 8 5 0 1 2 3 4 5 6 7 8 9 RECOMMENDATION BY THE EMPLOYEES OF TULIP IN NUMBER 22
    • CONCLUSIONS From the work that we had been assigned, it can be concluded that in a telecom market it is the Service and Connectivity that matters the most. The demand for security and high speed bandwidth will only increase and thus the market will continue to grow at a fast pace. With a wide reach Tulip is well placed to benefit from this growth. Tulip should constantly implement new strategies with respect to CRM to sustain in the market as well as to challenge the degrees of rivalry existing in the market. 23
    • RECOMMENDATIONS 24
    • RECOMMENDATIONS • Appointing a few coordinators, who will coordinate the sales team and manage corporate relationships. • Having a separate collection department. • Starting the SMS service to update clients. • Monthly collection of feedbacks from its existing clients. • Giving equal importance to both the bigger and the smaller clients. 25
    • LIMITATIONS • Limited time to interact with the customers. • Information collected may be biased. • Information collected may not be accurate. • Many clients hesitated to give away any response. • Time and resource constraints. 26
    • 27 http://www.unitedworld.edu.in/ Campus Ahmedabad Campus: Karnavati Knowledge Village, A/907,Uvarsad, S.G.Highway, Gandhinagar Kolkata Campus: Infinity Benchmark Tower 10th Floor, Plot - G1, Block - EP& GP, Sec - V, Salt Lake, Kolkata. Reg. Office: 407, Zodiac Square, 4th Floor Opp. Gurudwara, S.G. Road, Bodakdev, Ahmedabad.