• 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.
SEGMENTATION OF THE ENTERPRISE
SHARE OF DIFFERENT SERVICES 4
ABOUT THE COMPANY
• The company was born in
• It was formed by Lt.Col.
Hardeep Singh Bedi and Mr.
• Tulip Telecom Ltd is now
India's leading enterprise
data service provider
offering full suite of data
services - managed service,
data center and global
• 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
• It has a customer base of more than 2200.
PROJECT TITLE – CORPORATE
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
Different feedbacks had to be collected by visiting companies and
calling up corporate clients.
Analysis was done on the collected data.
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
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
To identify and suggest factors which will enable Tulip to
maintain healthy relationships with its clients. 12
DATA WAS COLLECTED USING THE FOLLOWING
CREATING DATABASE OF NEW
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
• 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
• 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.
Data has been analysed on the basis of
• Most important parameter for choosing a service
• Percentage of satisfied and dissatisfied customers.
• Reasons for dissatisfaction
• Reasons for choosing Tulip Telecom
• Recommendations for other brands
• Recommendations by the employees of Tulip
• We see that connectivity is
given the most importance
followed by the service as
these are the two main
parameters that corporates
• Price and brand name do
not play a vital role in this
• Companies are ready to pay
a good price and prefer any
brand if they get a good
connectivity and proper
Series 1 20 2 17 1
MOST IMPORTANT PARAMETER FOR
CHOOSING A SERVICE PROVIDER
• 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.
• As the dissatisfied
companies mentioned that
the main reason for their
dissatisfaction was that they
do not get proper after sales
• Problems in connectivity
also leads to dissatisfaction.
• The rest play a minor role in
y after sale
Share 7 3 22 18
REASONS FOR DISSATISFACTION
• 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
CONNECTIVITY PRICE SERVICE BRAND NAME
REASONS FOR PREFERRING TULIP
• Corporate cilents prefer
Bsnl and Tata after Tulip
because of the wide
spread connectivity and
the reliability that they
• Reliance and Airtel lacks
behind because though
they have a brand image
of their own yet they are
quite new in the MPLS -
PREFERENCE FOR OTHER
• Maximum people feels that
will be the best possible
change that can be done
about the CRM strategy of
• Some of them also feels that
having a separate CRM
department or a separate
department will help Tulip.
• Implementing new CRM
softwares may not be a very
RECOMMENDATION BY THE EMPLOYEES
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.
• 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
• 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