Vodafone is a large global telecommunications company headquartered in London with over 150 CRM implementations across industries. They are able to offer insights from previous experience to save time and increase project success. Vodafone provides benefits like improved marketing through a clearer view of customers, more effective sales through automation and data access, improved service through management systems, and increased productivity and customer value. Their CRM practices like advertising and customer outlets help build relationships and provide solutions.

1. Vodafone
CRM Best Practices
Name: Nilormi Das(A006)
NMIMS-Hyderabad

2. Why Vodafone ?
• Experience of over 150 CRM implementations
across a range of key industry sectors ensures
deep domain and technical expertise
• Able to offer insights gained from previous
experience saving time and increasing project
success

3. Introduction
• Name Vodafone came from “voice”, “data” and “telephone”
• Largest telecom company in the world in terms of turnover and 2nd largest
after China Mobile in terms of subscribers
• Founded:1983 as RACAL TELECOM, Demerged from Racal Electronics
(parent company) in 1991 and named VODAFONE
• Vodafone Group Plc is a British multinational telecommunications
company headquartered in London and with its registered office
in Newbury, Berkshire
• Vodafone Global Enterprise Limited is a MNC which provides
telecommunications and information technology services
• Vodafone India, formerly Vodafone Essar and Hutchison Essar, is
the second largest mobile network operator in India after Airtel based in
Mumbai

4. Source: AMA

5. Extensive systems
integration experience
ensures the most
efficient implementation
time scales whilst delivering
maximum value.

6. Benefits

7. Benefits : Vodafone
Marketing– obtain a clearer view of customers ,make more informed
investment automate campaign management and increase campaign success
Sales– sales force automation, more informed real-time lead and opportunity
management, shorter sales cycle, close more business
Service– call centr e and field service management, job scheduling, service
reporting and analysis
Mobile access– instant access to customer and win rates activity data,
increase productivity and efficiency ,deliver more value to customers and
improve win rates

8. Benefits: Vodafone
• Innovate and deliver customer’s total
communication needs
• Education of customer in terms of
cellular telephones
• Clarity in marketing of communication
strategies
– Product category
– Brand awareness
– Enhance purchase behavior

10. Social
Media
CRM

11. Social
Media
CRM

12. CRM practices
• Vodafone ads plays a role in building up CRM
• Vodafone outlets helps customers to deal with
problems and providing solutions for it

13. Conclusion
• Feedbacks
• Trained and skilled sales personnel
• Monitoring of relevant/irrelevant offers
• Improvement of post paid services
• Flexibility in providing solutions
• Ability to offer right solutions to meet customer
needs and driving measurable business processes