CRM in Vodafone
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Transcript of CRM in Vodafone
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Group Members
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Presentation Plan
Introduction
Product line and Services
Customer Contact Programs
Promotional Activities and Method
STP Process
Quality Parameters
Measuring Customer Loyalty
Success Stories
Summary
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Vodafone Group istelecommunications CompanyHeadquartered In London. Uk
It is the World's Largest MobileTelecommunications CompanyMeasured By Revenues And TheWorld's SECOND LARGESTMeasured By Subscribers.
It is successfully Operating InOver 30 Countries And HasPartner Networks In Over 40Additional Countries .
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Vodafone was launchedofficially on 21stSeptember 2007.
Vodafone Acquires A67% Stake InHutchison Essar For$10.7 Billion.
Than on hutch wasrebranded as Vodafone.
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1992
2000
2003
Acquired by
Vodafone :67% Stake
Rebranding
Campaign
Vodafone 3G
Campaign
Enters
India:
Maxtouch
Essar
Acquisition
Introduction ofPug named
Cheeka
Turns Pink!!
2007
Introduction
of Zoozoo
Converted to
Orange: Hi
Campaign
2005
20092011
2001
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Prepaid cellphone connection
Prepaid recharge card
Top ups
Vodafone postpaid
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Vodafone PCO
Vodafone handy phone
World calling cards
I-Phone 3G
Magic box handset
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Tunes And Downloads
Entertainment
Sports
News and updates
Travel
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Internet
Messaging
Astrology
Mobile Money Transfer
Miscellaneous
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Customer Contact Program
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Self Service
Find a Store
Vodafone Offices Feedback
Customer Contact Program
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SUPER ZOOZOO in
DLF, Saket and
Ambience Mall
40 ft tall 3D Super ZooZoo cut out
using LED lights on glasses and the
Super ZooZoo smashing the walldeployed in Ahmedabad and Delhi.
Email Super Week in Mumbai
Cricket Super Week in Hyderabad
Cricket Super Week in Mumbai
Branding on buses
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Hoarding
A series of hoardings deployed
with creative using 3D effect
wherein 'Super' ZooZoo was
breaking the wall in parts and in
the last creative emerges at the
Superman.
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VODAFONE DELIGHTS
Vodafone is promoting Delights, a world of exclusive deals and discounts, with a TV
advertising campaign featuring school girls in black and white films. Classroom,
Cycles and Annual Day show the emotional response associated with receiving
special gifts.
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Income
Age
Service usage
Life of service
Geographical condition
Nature of customer
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Home calling cardsfor the families ofthose professionals
who use to workabroad.
Rs. 10 recharge forsmall user.
Cheap SMS facility
youth
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Vodafone is moreyoung and fun brand.
Zoozoo and parrot willbe retained for thebrand position.
They talk about the
exclusivity of thenetwork and theservice they areoffering to thecustomer.
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Quality Parameters
Accumulated downtime: Non-availability ofMobile network in a month.
Accessibility: %age of calls made by subscribersand successful within operator's network.
Call Drop Rate: %age of established calls gettingdisconnected due to network problems .
Call Quality Rate: age of Calls with good voicequality
Resolution of Billing/Charging complaints: %ageof billing/charging complaints resolved within 4weeks
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Customer Loyalty
Vodafone as a brand has a very high brand
recall value.
Brand loyalty is evident as it has the lowest
churn rate compared to other competitors in
the market.
With more conversions of Vodafone prepaid
customers to post-paid, it is a good indication
of customer loyalty.
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Success Story
Vodafone India receives the Enterprise MobileService Provider of the Year Awards Vodafone India won the 'Enterprise Mobile Service
Provider of the Year', at the 2012 Frost & Sullivan
India ICT Awards. The recipient of the Award was adjudged on the basis
of a variety of parameters like revenues, growth,market share, product diversity, and vertical andhorizontal diversity, which involved in-depth primary
interviews of various industry participants andsecondary research conducted by Frost & Sullivananalysts.
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Again Success Story
Vodafone India profit up 14% on strong
customer base
Vodafone Group on reported 14 per cent rise in
operating earnings from India's business to 1.12billion pounds (Rs 9,749 crore) for 2011-12.
As of March 21, 2012 the customer base hadincreased to 150.5 million in the country, with
data customers totalling 35.4 million. Vodafone expects fiscal 2013 adjusted operating
profit in the range of 11.1-11.9 billion pounds.
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Summary
Vodafone is most aptly considered as the
leading brand in India.
Customer relationship management is
Vodafones prime concern.
Constant improvements and developments
take place.
Vodafone is LOVED BY ALL!!!
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