IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON ORGANIZATION PERFORMANCE: THE CASE STUDY OF TELECOMMUNICATION INDUSTRY

Divya Manoharan , S.Arun prasath

The research proposal mainly focuses on the impact of customer relationship management on organization performance and profitability. The Telecommunication industry is regulated by the Malawi Communications Regulatory Authority (MACRA) in terms of pricing and other activities, therefore competition in the industry is not price based but value added services and relationship management strategies. The proposed hypothesis tested in this case will be Telecommunication Industry where long term relationship is needed for sustained profitability. The research will involve collecting both qualitative and quantitative data using non probability purposive sampling technique from a cross section of Sales and Marketing Managers, Customer Care Managers and Corporate Relationship Managers including their teams. The research will be conducted using self-administered questionnaires and in depth interviews. The researcher will also collect secondary data from internal records of the organization. However, the researcher might be challenged with getting access to confidential organizational information due to the issues of data security. In this case the researcher needs to seek approval from MTL Executive Management.

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"IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON ORGANIZATION PERFORMANCE: THE CASE STUDY OF TELECOMMUNICATION INDUSTRY", IJNRD - INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT (www.IJNRD.org), ISSN:2456-4184, Vol.2, Issue 11, page no.13-17, November-2017, Available :https://ijnrd.org/papers/IJNRD1711003.pdf

Volume 2 Issue 11, November-2017

Pages : 13-17

Paper Reg. ID: IJNRD_170150

Published Paper Id: IJNRD1711003

Downloads: 000118800

Research Area: Management

Country: mangochi, mangochi, Malawi

Published Paper PDF: https://ijnrd.org/papers/IJNRD1711003

Published Paper URL: https://ijnrd.org/viewpaperforall?paper=IJNRD1711003

ISSN: 2456-4184 | IMPACT FACTOR: 8.76 Calculated By Google Scholar | ESTD YEAR: 2016

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.76 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Publisher: IJNRD (IJ Publication) Janvi Wave

This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition