Pakistan

Presented ByShahid Hussain Khan

CRM System is the process to compile information that

increases understanding of how to manage an

organization’s relationships with customer.

Customer Relationship Management

Growth in numbers of customers.Long term profitability and sustainability. Increased customer satisfaction, because they are getting exactly what they want.Repeat purchasing.

ADVANTAGES OF CRM

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

HISTORY OF TELENOR

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 world with over 179 million mobile

subscriptions.

COMPANY PROFILE

“We’re here to help”

VISION

Create ValueExpanding Market Share Strong Commitment with society Creation of Profitability & market growth Introduction of an Advance technology Freedom of Choice

GOAL

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

MARKET SHARE

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 (Money Transfer,bill payment)

Acquisition Strategy (Cont’d)

CUSTOMER LIFE CYCLE

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)

Convenience through Easy Load and distribution setup.

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 satisfaction.

CUSTOMER LIFE CYCLE

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. For instance: Web self service which is related to your personal profile and Djuice friend finder messenger.

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.

CUSTOMER LIFE CYCLE

Retention Strategy (Cont’d) :

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 in the last 3 months or so.

CUSTOMER LIFE CYCLE

Win back Strategies:

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 did not use Telenor connection for a few months.

THANK YOU!!!