2. Customer Relationship Management
CRM System is the process to
compile information that increases
understanding of how to manage
an organization’s relationships with
customer.
3. ADVANTAGES OF CRM
Growth in numbers of
customers.
Long term profitability and
sustainability.
Increased customer satisfaction,
because they are getting exactly
what they want.
4. HISTORY OF TELENOR
Acquiring a license in April, 2004.
launched its services commercially
in Karachi, Islamabad and Rawalpindi
on 15 March, 2005.
The official opening of Telenor
Pakistan was held in Islamabad with
ex-President of Pakistan General
Pervez Musharraf as guest of honor.
Covering the Area
Quality Services
Call Centers
5. COMPANY PROFILE
Telenor Pakistan is 100% owned
by the Telenor Group, an
international
provider
of high
quality voice, data, content and
communication
services
in 14
markets across Europe and Asia.
Telenor Group is among the
largest mobile operators in the
7. GOAL
Create Value
Expanding Market Share
Strong Commitment with society
Creation of Profitability & market
growth
Introduction of an Advance
technology
Freedom of Choice
8. PRODUCTS
Telenor provide products of two types:
Prepaid
Postpaid
Prepaid packages are:
Telenor Talkshalk (Talk Shawk) A1
Telenor Talkshalk (Talk Shawk) Har Second
Telenor Talkshalk (Talk Shawk) Har Minute
Telenor Talkshalk (Talk Shawk) 30 Second
Djuice
Djuice Jagtay Raho
Postpaid Packages are:
Persona EASY
Persona SIMPLE
Persona FREE
10. CUSTOMER LIFE CYCLE
Acquisition Strategy:
First one to bring the concept of "Mobile
TV" in Pakistan.
Customized packages available for every
market segment e.g djuice for price
conscious class, smart calls for routine
users, telenor persona for upper middle
and ellite class.
The first one to provide free roaming facility
during HAJJ program.
First one to introduce Easy Paisa in 2009
11. CUSTOMER LIFE CYCLE
Acquisition Strategy (Cont’d)
They advertise by using Billboards,
Fashion Magazines, Banners,
Newspapers, Internet, Banners, TV,
Radio.
Through Smart Share, MCA, V.A.S.
(Call block, Social Service, Sports,
Music, Internet, Religion, cell info
display)
12. CUSTOMER LIFE CYCLE
Retention Strategy:
Customer retention is the key to success
and objective of any organization. Quality
has shown strong relationship with the
customer retention with the services. Other
factors like customer services (care),
customer attraction and interaction and
customer loyalty has also shown
relationship with the overall customer
13. CUSTOMER LIFE CYCLE
Retention Strategy (Cont’d) :
These are the strategies:
Welcome strategy:
Telenor often send messages when you avail few types of
services.
For instance: Buying sms, Internet packages etc.
Responsiveness:
To show a good reaction.
For instance: When you have minimum balance, send
messages by Telenor about your balance.
Recognition:
Recognition and appreciation help maintain and reinforce
relationships.
Personalization:
Design or produce something to meet someone’s individual
requirement.
14. CUSTOMER LIFE CYCLE
Retention Strategy (Cont’d) :
Access strategy:
Online negotiation with the customers & identify
needs and problems.
For instance: Websites
Priority Access:
Best customers have special number or another
channel to gain quick access to the organization.
For instance: Postpaid
Reward Strategies:
Something given in return for or got from work
done, good behavior etc.
For instance: Free minutes on maximum calls.
15. CUSTOMER LIFE CYCLE
Win back Strategies:
If any customer has stopped using
your product then giving them an
extra offer including the product to
attract him to come back refers to
customer win back. Telenor has
launched a push to target the
consumers who have been inactive
16. CUSTOMER LIFE CYCLE
Win back Strategies (Cont’d) :
Identify who is about to terminate:
RFM can help & measure about
customers activity through call, e-mail,
website. Through surveys you can
analyse problems why customers are
leaving?
Establish who is about to terminate:
Give offers to the customers
like Telenor posted an unconditional
Rs.30 worth of balance for those who
