EXPLORING BEST PRACTICES FOR CUSTOMER RELATIONSHIP MANAGEMENT IN THE TELECOMMUNICATIONS INDUSTRY

Abstract

In this study, the researcher mainly focuses on exploring best practices opted by the telecommunication industry for establishing better Customer Relationship Management(CRM). The primary objective of this study isTo measure the relationship between variables (price, service quality, brand image, customer satisfaction) implementation in the study. The survey employed two sampling techniques: convenience sampling and snowball sampling. Convenience sampling is a non-probability method where the sample is drawn from readily accessible parts of the population, while snowball sampling starts with a few initial participants who then refer others within their network. Primary data was gathered through interviews and questionnaires distributed to customers using telecommunication services. The total sample size for the survey was 100 respondents.Some of the important findings from  this paper can be concluded as better implementation of customer feedback systems and Investigation on other important additional influencing factors.These findings highlight the vital role of CRM in boosting customer satisfaction. Strategies focusing on personalized service, transparent pricing, and a strong brand image can enhance customer loyalty and drive business growth. The minimal impact of demographic variables suggests that telecommunication companies should focus on universal factors that affect customer satisfaction rather than targeting specific demographic segments.