09-02-2012, 02:49 PM
TELECOM WE and OUR CUSTOMERS
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Indian Telecom Statistics (December 08)
Total telephone subscriber base 384.79
Over all Tele-density 33.23%
Fixed-line user base 37.9
Wireless user base (GSM+CDMA+WLL(F)) 346.89
GSM Subscribers 257.84
CDMA Subscribers 89.05
Monthly new additions (Wireline + Wireless) 10.66
Monthly new additions (Wireless) 10.81
Broadband subscribers 5.45
Relationship Marketing
Origin:
- A concern for customer retention as
against customer acquisition
- Built on emotions
- Organisations are created to create and
retain customers
- One to one bond (Super Market example)
Conclusion:
So need for developing a frame work in marketing to shift focus from transaction orientation to customer retention on long term basis on a win-win status.
SOME INTERESTING FACTS
Studies show that customers tell twice as many people about
a bad experience as they tell about a good one.
A typical dissatisfied customer will tell 8 to 10 people about
his or her problem.
Seven out of 10 complaining customers will do business with
you again if you resolve the complaint in their favour.
If you resolve a complaint on the spot 95 per cent of
complaining customers will do business with you again.
