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Customer relationship management Celcom (Malaysia) Sdn Bhd

Celcom (M) Sdn Bhd is a leading provider of telecommunication services. This case looks at Celcom's business issues in terms of customer satisfaction amidst a volatile industry, increasing competition and evolving market share. Celcom is faces with a lot of business challenges in view of erodin...

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Bibliographic Details
Main Author: Abdul Aziz, Sharizan
Format: Thesis
Language:English
English
Published: 2002
Subjects:
Customer relations - Management
Online Access:http://psasir.upm.edu.my/id/eprint/77924/1/t%20GSM%202002%208%20%281900118332%29.pdf
http://psasir.upm.edu.my/id/eprint/77924/
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spelling my.upm.eprints.779242022-01-21T03:29:15Z http://psasir.upm.edu.my/id/eprint/77924/ Customer relationship management Celcom (Malaysia) Sdn Bhd Abdul Aziz, Sharizan Celcom (M) Sdn Bhd is a leading provider of telecommunication services. This case looks at Celcom's business issues in terms of customer satisfaction amidst a volatile industry, increasing competition and evolving market share. Celcom is faces with a lot of business challenges in view of eroding market brought about by stiff competition and reduction in service level delivery. Analysis will be made both on the organization as well as on Celcom's current customer base and its various Customer Relationship Management initiatives and loyalty programs to examine its effectiveness in sustaining growth revenue. The course of action recommended is to stay focus in areas of core competencies and in the process recapture the market leadership position. Being a customer focused organization it is also recommended that customer relationship management initiatives be further strengthened and emphasized. 2002-05 Thesis NonPeerReviewed text en http://psasir.upm.edu.my/id/eprint/77924/1/t%20GSM%202002%208%20%281900118332%29.pdf Abdul Aziz, Sharizan (2002) Customer relationship management Celcom (Malaysia) Sdn Bhd. Masters thesis, Universiti Putra Malaysia. Customer relations - Management English
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
English
topic Customer relations - Management
spellingShingle Customer relations - Management
Abdul Aziz, Sharizan
Customer relationship management Celcom (Malaysia) Sdn Bhd
description Celcom (M) Sdn Bhd is a leading provider of telecommunication services. This case looks at Celcom's business issues in terms of customer satisfaction amidst a volatile industry, increasing competition and evolving market share. Celcom is faces with a lot of business challenges in view of eroding market brought about by stiff competition and reduction in service level delivery. Analysis will be made both on the organization as well as on Celcom's current customer base and its various Customer Relationship Management initiatives and loyalty programs to examine its effectiveness in sustaining growth revenue. The course of action recommended is to stay focus in areas of core competencies and in the process recapture the market leadership position. Being a customer focused organization it is also recommended that customer relationship management initiatives be further strengthened and emphasized.
format Thesis
author Abdul Aziz, Sharizan
author_facet Abdul Aziz, Sharizan
author_sort Abdul Aziz, Sharizan
title Customer relationship management Celcom (Malaysia) Sdn Bhd
title_short Customer relationship management Celcom (Malaysia) Sdn Bhd
title_full Customer relationship management Celcom (Malaysia) Sdn Bhd
title_fullStr Customer relationship management Celcom (Malaysia) Sdn Bhd
title_full_unstemmed Customer relationship management Celcom (Malaysia) Sdn Bhd
title_sort customer relationship management celcom (malaysia) sdn bhd
publishDate 2002
url http://psasir.upm.edu.my/id/eprint/77924/1/t%20GSM%202002%208%20%281900118332%29.pdf
http://psasir.upm.edu.my/id/eprint/77924/
_version_ 1724075331886776320
score 13.211869

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