CRM in the telecom industry

CRM in the telecom industry Ch 6: (Discussion ) Conclusion ( future recommendations) Leading companies with competitive advantage find their success by listening to customers in order to understand their needs and in turn, offering the best solution/product possible. This is essentially customer service, and this is what differentiates companies in the marketplace. Customer relationship management systems capture customer activity and offer business a process whereby to measure and manage customer interaction. Social media encourages participation in an open community environment where users can share information and make comments in a two way conversation that connects people, sites and resources. Combining Customer relationship management systems and social media will give businesses an opportunity to partake in real customer interaction and help them to improve their product and services from feedback posted on social media. Telecommunication pays a significant role in connecting friends and family and is a major customer oriented business, so it is important for the telecom industry to engage customers by using social media within its customer relationship management system. The main objective of this thesis was to find the level of awareness of social media in mobile phone users in Pakistan and to emphasize how social media can be used to the benefit or detriment of companies. Second objective of this thesis was to find the problem faced by the current implementation of CRM in telecom industry and what are the basic actions taken by the organization to resolve these problems but on the other hand customer experience is changed by the social media revolution and they are becoming more interactive with companies therefore it is important to find what telecom industry in Pakistan is doing to capture this rich customer experience using social media. After studying the literature, a series of problems were identified specific to CRM in the telecom industry, such as dirty data problems, adaptation by end user and security and fraud. Beside these, CRM experts also emphasize the use of social media in CRM and depict it as CRM 2.0. Hence, the challenge was to highlight the importance of social media with respect to the telecom industry and to analyze CRM 2.0 with respect to problems faced by the current CRM. To achieve this task, a survey was conducted to find the awareness of social media and the customer satisfaction level in the mobile phone consumer in Pakistan. Interviews were also conducted to find what telecom companies were doing to resolve the problem of CRM and their views about the CRM 2.0. The subsequent section will summarize the life-cycle of this research. This study began with research questions regarding the new concept of CRM, which as yet has not been introduced into business, and of which there is no existing example. The first question was to find the benefits of CRM 2.0 for the telecom industry. However, after studying literature and analyzing the main component of CRM 2.0 which is social media, the study had to slightly adjust its research question to finding awareness of social media in the consumers of the telecom industry in Pakistan along with customer satisfaction. This social media allows consumers to generate content which has revolutionized all previous concepts of business and consumer interaction. Therefore it was necessary to adjust research question and come up with question which will enrich the context of this research and provide additional benefits, which proves that consumers in Pakistan are also aware to social media. Therefore the new question is to find awareness to social media among the consumers and to find relationship between the social media and customer satisfaction. In the previous section, findings of the literature review were analyzed, and the survey and interviews mapped to find a suitable answer. The findings of the consumer survey revealed that 92.5% of the responding population was fully aware of social media and using it in their daily lives. This result is again tested by using binomial test to confirm our hypothesis. The result of the test illustrates that 74% of the population are aware of 4 or more types of social media. Both results show that there is very high level of awareness of social media in the population of Pakistan. To discover the relationship between social media and customer satisfaction, the Pearson product Moment correlation was used for calculation; with the result that a positive correlation between the social media and customer satisfaction was found. This meant that consumers could use social media against companies if their satisfaction level was low or vice-versa. The second question concerned the problem of whether in achieving quality customer data, adaptations by the end user will be solved by new CRM. After studying literature and conducting interviews, it was clear that dirty data is a persistent issue and there is a high probability of these issues occurring in the new CRM 2.0. However, companies have in-house tools which could help them to resolve this problem. This study also found that these issues occurred due to layered architecture in the enterprise system and there is a high chance that CRM 2.0 will use a different architecture and we strongly recommend that before starting the CRM 2.0 initiative organization must keep in consideration of these two issues. In the case of user adaption, frequent training is the answer to this problem and results show that the companies have developed improved mechanized methods to undertake staff training, which has helped to minimize user adaption problems. The same methods can be used for CRM 2.0. The third question on data security and fraud reduction methods was put to the companies. This research found in accordance to Gates (2007), that Web 2.0 provides a â€Å"relationship-based† and â€Å"fine-grained† technique to provide security. From interview, it was also deduced that both telecom companies have security and fraud reduction methods which are managed by a separate department. Secondly CRM provides a wide range of security techniques such as password security, profile-based access levels and audit trails. The technology mention by Gates (2007) and current method of security used in the organizations can be used in CRM 2.0. Finally, the title of this thesis is Customer in Control. The study has found that the customer is ready to start a conversation and is ready to form an online community to help companies receive better feedback about their products. However, companies are not ready to listen to the customer because they only consider social media as another marketing tool.

Lady Macbeth’s Diary Essay

What an utter disaster. What should have been a dignified occaion to mark my husband’s crowing, has ended up with confusion. His first great ceremonial state banquet has been ruined. The guests arrived and were asked to take their places. To begin with things seemed very organised. then all of a sudden he began talking to thin air. People will think he’s insane. My part in persuading him to kill the king had been crucial that is why I can’t understand why he didn’t tell of his plans to kill Fleance and Banquo. Afterall, if it wasn’t for me the murder of Duncan would have been an absolute disaster . I practically murdered him myself. I â€Å"drugged the possets† of the grooms sleeping in the outer chamber; I laid the daggers ready; all he had to do was the deed itself. Then I found him with two blood-stained daggers which should have been left with the grooms, the supposed murderers. He was terrifed and incapable of returning to the murder scene so I had to do so, smearing the grooms with blood. When I returned I found him transfixed with thoughts of blood and guilt and once again I took charge of the situation. I told him to go and wash the blood from his hands. Perhaps he genuinely wants me to be innocent of Banquo’s murder. Maybe it is his way of protecting me. It could be that he couldn’t handle me being in charge of Duncan’s murder. He might want to prove that he can still do things for himself. My ruthless determination to make him king has overcome all his doubts. What has happened to the man I married, who was a noble, brave and loyal subject of the rigtful king? I know he is a man of great bravery, even of savagery on the battlefield, however, he seems a different man. He’s a great warrior who’s used to making life-and-death decisions. He is a man of action but gets confused when he loses his sense of right and wrong. Yet his murders are â€Å"unmannly†. Maybe he is just a really evil man. Maybe he is so mixed up that he cannot sort out the difference between right and wrong. Perhaps he is under the power of the witches. Maybe he does not know what to do and is acting on the spurof the moment, without really thinking too much. Until now I was much more determined and strong. I now find myself on the edge. Unlike earlier I would have been able todo the most terrible deeds, I feel that now that I could not have even carried out the murder of Duncan myself because the sleeping Duncan reminds me of my father. I am not a monster, i’m simply a wife trying to protect encourage and support my husband. He says he is afflicted by terrible dreams. He seems almost to envy the dead King Duncan, who he says, â€Å"sleeps well†. Although Duncan is dead, Macbeth says that at least nothing can hurt him any more. His sleep is becoming tormented: â€Å"O full of scorpions is my mind†, Banquo seems to him like a poisonous snake and his life is diseased, a â€Å"fitful fever†. Macbeth is king and I am his Queen we have achieved everything we’ve ever wanted. We are supposed to feel happy, excited and at the peak of our lives. Instead we feel threatened and unsafe. Our happiness is â€Å"doubtful†. He no longer tells me anything and trusts no one. He feels so advanced on this murderous course of action that ( like wading across a river of blood ) it is as easy to go on as it is to go back.

The Adventures Of Huckleberry Finn By Mark Twain - 1542 Words

Over the last 130 years â€Å"The Adventures of Huckleberry Finn† has been called everything from a piece of trash to a national treasure. Mark Twain, whose real name is Samuel Clemens wrote â€Å"The Adventures of Huckleberry Finn.† Only one month after it was published, librarians in Concord, Massachusetts had it banned. â€Å"He has had his problems with librarians from the start when, in 1885, â€Å"those moral-ice-bergs,† the Library Committee of Concord−symbolic seat of freedom−pronounced the book rough, coarse, inelegant, and expelled it from library shelves. â€Å"Trash and suitable only for the slums,† they said (Stanek). â€Å"Nearly 130 years since then, this novel has been challenged, defended, banned, expurgated and bowdlerized numerous times by†¦show more content†¦Mark Twain was born in 1835 and was the same age in the 1840 s as his main character named Huckleberry Finn (aka Huck) was when the story takes place. Certai nly his inspiration for this story could only be based on his own life experiences. During his lifetime slavery was still a part of the American way of life. This novel is not promoting racism or hate, it is simply an unofficial record of our country s history mingled into the storyline of an adventure. In fact the first time that this novel was labeled racist was not until 1957 when the NAACP charged that it contained racial slurs and belittling racial designations in a portrayal of blacks that some people considered stereotypical and demeaning (pbs.org.) Ernest Hemingway declared that â€Å"All modern American literature comes from one book by Mark Twain called Huckleberry Finn.† How could such a monumental book also be labeled by many as racist trash that has no place on bookshelves? There are several interpretations that come of this book and its author. The main modern day offense appears to be the use of the word â€Å"nigger.† During the 1840’s this word was commonly used. Its definition of course meant a black person. This book exposes readers to the word â€Å"nigger† in its original diction, not how it is viewed today. Some readers may find that by reading the word repeatedly that the power of the word is

The Devil And Miss Prym By Paulo Coehlo And The Short...

Sacrifice As children, many people become accustomed to utilizing the words â€Å"good† and â€Å"bad† in daily speech. Whether it is to describe how one is feeling or the nature of a decision made, the practice of binary labeling becomes a habit. In the novel The Devil and Miss Prym by Paulo Coehlo and the short story The Lottery by Shirley Jackson, the villagers must choose between what they perceive as good and what is not. The issue presented in both pieces of literature is whether the good of the many is worth the sacrifice of one individual, bringing to light the question of what really is â€Å"good†. The Devil and Miss Prym is a novel that takes place in the small, remote village of Viscos. A stranger enters into the town and presents the people with the opportunity to obtain riches through the gold he has buried there. The twist, however, is that they must commit murder in order to get the gold, therefore proving his theory that humankind is evil. When f aced with this proposal, the villagers determine that the sacrifice of one in order to benefit society is the right decision. Chantal Prym, the youngest of the villagers, is the messenger the stranger had originally chosen to share his proposition with the villagers. After struggling with determining what is good, she, herself, come to the conclusion that no one can be trusted and therefore the villager’s decision to murder Berta, the village’s wise old lady, is wrong. On the other hand, the villagers in The Lottery come to