CUSTMER_SWITCHING_FROM_AIRTEL_TO_OTHER_SERVIICES_TELECOM_PROJECT_REPORT (Repaired) ee (1).doc

8/17/2019 CUSTMER_SWITCHING_FROM_AIRTEL_TO_OTHER_SERVIICES_TELECOM_PROJECT_REPORT (Repaired) ee (1).doc

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Seminar Report

On

“Solar Power System”

Submitted in Partial fulfillment for the award of degree of

Master of Technology

Supervised by Submitted by

Mr. eepa! Sharma Richa Pal

"O#Power System$ Power System

M.Tech %% &ear

'rya %nsitute of (ngineerig ) Technology *

+u!as* ,aipur

-/01-/2


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PR(3'4(I know that the project is for the development and enhancement of the knowledge in this particular field .it can never be possible to

make a mark in today’s competitive era only with theoretical

knowledge when industries are developing at global level, practical

knowledge of administration and management of business is very

importance. Hence, practical study is of great importance to B.B.A

student.

ith a view to e!pand the boundaries of thinking, I have

undergone project at customers shifting from airtel to other

services.

"he project is based on research methodology that I have used i.e.

theory of training, data collection its analysis and interpretation .in

end, I have made certain recommendation based upon the findingsand analysis during the course of my research.

I have made deliberate effort to collect the re#uired information

and fulfill project objective.

'4+5O6768(M(5T


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I hereby take this opportunity to e!press my sincere gratitude to

the following eminent personalities whose aid and advice helped

me to complete this project work successfully without any

difficulty. I wish to e!press my heartfelt gratitude to the following

individuals who have played a crucial role in the research for this

project. ithout their active cooperation the preparation of this

project could not have been completed within the specified time

limit.

"he first person I would like to acknowledge is my guide, Mr.eepa! Sharma9#"O$ (lectrical (ngineering: who supported

me throughout this project with utmost cooperation and patience. I

am very much thankful to them for sparing their precious time for

me and for helping me in doing this project.

I am also thankful to Arya Institute of $ngineering "echnology for

providing various facilities, which are proved as valuable input

resources for preparation of this project.

I am also obliged by my respondents whose co%operation has

contributed major part in this project

Richa Pal

M.Tech %% &ear


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4(RT%3%4'T("his is to certify that the project entitled &Reasons for customers

switching from airtel to other service providers” is a bona fide

work carried out by Saloni Sarda student of BBA II of 't.

(avier’s college in the academic session)*+%)*+-.. "o the best of

my knowledge, this work has not been submitted for the award of

any other diploma or degree.

"he study has carried out under my supervision and guidance.

%5(;


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s.no P'T%4


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INTRODUCTION

OF TELECOM

INDUSTRY

TELECOMMUNICATION


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SECTOR IN INDIA

%5TRO to rise by another one per cent


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over the ne!t three years, "he government aims to connect 3+,***

villages by ?arch )**5 and e!tend mobile coverage to at least


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>olicy D >romotion8 statistics.

Present Status of the Telecommunication Sector #'s on ecember =/*

-/=$

E Indian telecom network is second largest in the world after 6hina.

E "he country has


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Main players of the Telecommunication %ndustry

"he competition various across the segments but the current players

include the state owned operators as well as private operators.

%n the public sector main players areF


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Bharat 'anchar ;igam Fimited. 7B';F8

?ahanagar "elephone ;igam Fimited 7?";F$

%n private sectors the main players areF

'pice telecom

"ata Indicom Fimited

:eliance "elecom Fimited

Bharti "eleservices Fimited.

Godafone $ssar

Idea.

?ts

4hronological Overview

&ear (vents

+


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"elecom has become the new buword and the reforms measures

announced by the government are no less than a big bang for the growth of

India’s technology sector.

BSNL

n ctober +, )*** the 2epartment of "elecom perations,

/overnment of India became a corporation and was renamed Bharat 'anchar

;igam Fimited 7B';F8. B';F is now India’s leading telecommunications

company and the largest public sector undertaking. It has a network of over

3 million lines covering *** towns with over = million telephone

connections.

"he state%controlled B';F operates basic, cellular 7/'? and 62?A8

mobile, Internet and long distance services throughout India 7e!cept 2elhi

and ?umbai8. B';F will be e!panding the network in line with the "enth

1ive%ear >lan 7+44)%458. "he aim is to provide a telephone density of 4.4

per hundred by ?arch )**5. B';F, which became the third operator of

/'? mobile services in most circles, is now planning to overtake Bharti to

become the largest /'? operator in the country. B';F is also the largest

operator in the Internet market, with a share of )+ per cent of the entire

subscriber base


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MTNL

?";F was set up on +st April +4


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:eliance is a C+- billion integrated oil e!ploration to refinery to

power and te!tiles conglomerate 7'ourceK

httpKLLwww.ril.comLnewsitem).html8. It is also an integrated telecom service

provider with licenses for mobile, fi!ed, domestic long distance andinternational services. :eliance Infocomm offers a complete range of

telecom services, covering mobile and fi!ed line telephony including

broadband, national and international long distance services, data services

and a wide range of value added services and applications. :eliance

India?obile, the first of Infocomm0s initiatives was launched on 2ecember

)


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share and has recently launched pre%paid services. Having captured the voice

market, it intends to attack the broadband market.

TATA TELE SERVICES

"ata "eleservices is a part of the C+) billion "ata /roup, which has 4=

companies, over )**,*** employees and more than ).= million shareholders.

"ata "eleservices provides basic 7fi!ed line services8, using 62?A

technology in si! circlesK ?aharashtra 7including ?umbai8, ;ew 2elhi,

Andhra >radesh, "amil ;adu, /ujarat, and Narnataka. It has over


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Nolkata, rissa, >unjab, :ajasthan, ttar >radesh 7$ast8 D est and est

Bengal.

VSNL

n April +, +4


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VODAFONE

Godafone /roup >lc is the world0s leading mobile telecommunications

company, with a significant presence in $urope, the ?iddle $ast, Africa,

Asia >acific and the nited 'tates through the 6ompany0s subsidiary

undertakings, joint ventures, associated undertakings and investments.

"he /roup0s mobile subsidiaries operate under the brand name

0Godafone0. In the nited 'tates the /roup0s associated undertaking operates

as Gerion ireless. 2uring the last two financial years, the /roup has also

entered into arrangements with network operators in countries where the

/roup does not hold an e#uity stake. nder the terms of these >artner

;etwork Agreements, the /roup and its partner networks co%operate in the

development and marketing of global services under dual brand logos.

At =+ 2ecember )**-, based on the registered customers of mobile

telecommunications ventures in which it had ownership interests at that date,

the /roup had +4


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Indian regional operator I2$A 6ellular Ftd. has a new ownership

structure and grand designs to become a national player, but in doing so is

likely to become a thorn in the side of :eliance 6ommunications Ftd. I2$A

operates in eight telecom &circles,M or regions, in estern India, and has

received additional /'? licenses to e!pand its network into three circles in

$astern India %% the first phase of a major e!pansion plan that it intends to

fund through an I>, according to parent company Aditya Birla /roup

MTS

'istema 'hyam "ele'ervices Fimited 7''"F8, also known as ?obile

"ele'ystems and commonly referred to by the abbreviation ?"', is the

Indian subdivision of :ussian ?obile "ele'ystems telecommunication


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company head#uartered in ;ew 2elhi, India. It provides wireless voice,

broadband Internet, messaging and data services in India. ?"' India is a

subsidiary of :ussian conglomerate 'istema and operates across India with

over +- million customers as on )*+).

M',OR M'R+(T TR(5S

"he telecoms trends in India will have a great impact on everything

from the humble >6, internet, broadband 7both wireless and fi!ed8, cable,

handset features, talking '?', I>"G, soft switches, and managed services to

the local manufacturing and supply chain.

"his report discusses key trends in the Indian telecom industry, their

drivers and the major impacts of such trends affecting mobile operators,

infrastructure and handset vendors.

"igher acceptance for wireless services

Indian customers are embracing mobile technology in a big way 7an

average of four million subscribers added every month for the past si!

months itself8. "hey prefer wireless services compared to wire%line services,

which is evident from the fact that while the wireless subscriber base has

increased at 5 percent 6A/: , the wire%line subscriber base growth rate is

negligible during the same period.

In fact, many customers are returning their wire%line phones to their

service providers as mobile provides a more attractive and competitive

solution. "he main drivers for this trend are #uick service delivery for

mobile connections, affordable pricing plans in the form of pre%paid cards


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and increased purchasing power among the +< to 3* years age group as well

as sieable middle class a prime market for this service.

'ome of the positive impacts of this trend are as follows. According to

a study, +< percent of mobile users are willing to change their handsets every

year to newer models with more features, which is good news for the

handset vendors. "he other impact is that while the operators have only

limited options to generate additional revenues through value%added services

from wire%line services, the mobile operators have numerous options to

generate non%voice revenues from their customers.

'ome e!amples of value%added services are ring tones download,

coloured ring back tones, talking '?', mobisodes 7a brief video programme

episode designed for mobile phone viewing8 etc. ?oreover, there e!ists

great opportunity for content developers to develop applications suitable for

mobile users like mobile gaming, location based services etc. n the

negative side, there is an increased threat of virus spread through mobile

data connections and Bluetooth technology in mobile phones, making

them unusable at times. "his is good news for anti%virus solution providers,

who will gain from this trend.

M(R8(RS

2emand for new spectrum as the industry grows and the fact the

spectrum allocation in done on the basis of number of subscribers will force

companies to merge so as to claim large number of subscribers to gain more

spectrum as a precursor to the launch of larger and e!panded services.

However it must also be noted that this may very well never happen on

account of low telecom penetration.


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5ational 7ong istance Services

India’s national long distance market is estimated to be :s.+=<

billion in revenue, representing more than =*@ of the total telecom services

market. "he market has two segmentsK intra%circle 7within the same stateL

circle8 and inter%circle 7from one stateL circle to another, including from

cellular to fi!ed lines8. Inter%circle revenues are estimated to be :s.5 billion

7from -.5 billion minutes8, intra%circle revenues%:s 3< billion 7from )*

billion minutes8, and :s. = billion from cellular calls. "he national long

distance market is e!pected to be :s.)3* billion by )**5 and :s ** billion

by )*++, according to ":AI estimates. f this, the inter%circle market ise!pected to grow to :s.+5* billion by )**+*. After remaining a monopoly of

the 2epartment of "elecom, ;ational Fong 2istance 7;F28 services were

opened to the private sector in August )***. ;F2 licenses govern only inter%

circle connectivity, but operators may provide services in the short distance

calling areas 7'26As8 through agreements with the basic service providers

in those areas. "he ;F2 network consists of =)) long distance charging

areas 7F26As8 and licensees must roll out services in at least +@of these

within ) years, and cover all areas within < years. ;F2 operators may also

enter basic circles by paying an entry fee, thereby providing the full range of

services. "he ;ational Fong 2istance perations 7;F28

policy also allowed private Infrastructure >roviders to set up

telecommunications infrastructure for captive as well as third party use.

/rowth in the long distance market will emerge from the following factorsK

Goice tariff is e!pected to reduce by )*@ annually, while traffic shall

increase )@.


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2ata, which has only @ of traffic currently, will increase its share to

-@ in )**5

2ata transmission costs will come down significantly with economies

of networking.

As of now, only two private operators Bharti and :eliance% have obtained

;F2 licenses, and are investing more than :s =** billion in national fiber

optic backbones. :eliance has the most ambitious project of all, entailing :s.

)* billion in a +%terabit%fiber network, spanning ++ cities having


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revenue, in the year ending , international traffic has been growing +-@ in

volumeO though revenues have stagnated.

%nternational 7ong distance Mar!et

S.5. 5ame of the 7icensees 7icence

Signed

on/ MGs Reliance 4ommunications 7imited -?.-.-.

- MGs Eharti 'irtel 7imited /0.=.-

= MGs ata 'ccess#%ndia$ 7imited (Licence under

suspension)

-C.=.-

0 MGs Eharat Sanchar 5igam 7td -B./.=

? MGs Hidesh Sanchar 5igam 7td. (Effective from01.04.02)

?.-.0

2 MGs i-i (nterprises 7td. #ET 8lobal

4ommunications %ndia Pvt. 7td.$

//.C.2

C MGs 'T)T 8lobal 5etwor! Services %ndia Pvt.

7td.

B./.2

@ MGs Hodafone (ssar South 7td. /=.//.2

B MGs Sify 4ommunications 7td. -/.//.2

/ MGs ishnet 6ireless ltd. /=./-.2

// MGs ET Telecom %ndia Pvt. 7td. -.-.C

/- MGs Tulip %T Services 7td. 2.C.C

/= MGs Spice 4ommunications 7td. @[email protected]/0. MGs HeriAon 4ommunications %ndia Private

7imited

=./.@

/?. MGs 4able ) 6ireless 5etwor!s %ndia Private

7imited

/?.-.-@

/2. MGs P= Technologies Private 7imited [email protected]@

/C. MGs Mahanagar Telephone 5igam 7imited /@.2.-@

/@. MGs (Iuant 5etwor! Services %ndia Private

7imited

-.2.-@

/B. MGs Swan 4onnect 4ommunications

Private 7imited

/[email protected]@

-. MGs 4iticom 5etwor!s Private 7imited =./.-@

-/ MGs Swan Telecom Private 7imited #MGs

(tisalat E Telecom Privated 7imited$

2./.-@

--. MGs SingTel 8lobal #%ndia$ Private 7imited ?.=.-B

-=. MGs atacom Solutions Private 7imited /@.=.-B

-0. MGs


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4ommunication Services 7imited

Source: VSNL Annual Repor

COMPANY

PROFILE


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%5TRO


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;ational Fong 2istance 'ervices in India. As of 2ecember =+, )**=, Bharti

had appro!imately -.*5 million total customers nearly . million mobile

and -4,*** fi!ed line customers.

H%S%O5F

&"o be globally admired for telecom services that delight customersM.

most admired brand in India% By )*+=

o Foved by more customers

o "argeted by top talent

o Benchmarked by more business

M%SS%O5F

Airtel 6ompany will meet global standards for telecom services that delight

customers throughK

6ustomer 'ervice 1ocus

$mpowered $mployees Innovative 'ervices

6ost $fficiency

OE,(4T%H( O3 T"( 4OMP'5&F

&"o capitalie on the growth opportunities that the 6ompany believes

are available in the Indian telecommunications market and consolidate its

position to be the leading integrated telecommunications services provider in

key markets in India, with a focus on providing mobile servicesM.


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4OMP'5& PRO3%7(

6orporate 'tructure

BHA:"I $;"$:>:I'$'

BHA:"I "$F$"$6HBHA:"I "$F$G$;":$' BHA:"I /FBAF

BHA:"I I;1":A6

BHA:"I H$AF"H6A:$

6$FFFA: '$:GI6$'

BHA:"I 1;2A"I;

F;/ 2I'"A;6$ 1I($2 FI;$ B:A2BA;2

I;1"$F F$A2$:'MOBILITY LEADERS


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Eharti TeleHentures 7td

Bharti $nterprises has been at the forefront of technology and has

revolutionied telecommunications with its world%class products and

services.

$stablished in +4


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appro!imately -.*5 million total customers nearly . million mobile and

-4,*** fi!ed line customers.

Its services sector businesses include ?obile operations in Andhra

>radesh, 6hennai, 2elhi, /ujarat, Haryana, Himachal >radesh, Narnataka,

Nerala, Nolkatta, ?adhya >radesh, ?aharashtra, ?umbai, >unjab, "amil

;adu and ttar >radesh 7est8 circle. In addition, it also has a fi!ed%line

operation in the states of ?adhya >radesh, 6hattisgarh, Haryana, 2elhi,

Narnataka and "amil;adu and ;ationwide broadband and long distance

networks.

Bharti $nterprises also manufactures and e!ports telephone terminals

and cordless phones. Apart from being the largest manufacturer of telephone

instruments, it is also the first telecom company to e!port its products to the

'A. Bharti "eleGentures through its subsidiaries offers fi!ed line, long

distance and broadband services. "hese services are offered under the Infotel

/roup. "he Infotel group was created in )**) in order to develop

operational synergies between these businesses."he company intends to

merge all the Infotel /roup businesses that are currently offered by separate

companies into one single company Bharti Infotel Fimited. "his

integration will allow greater synergy in the infrastructure and 'ales and

'olutions thereby enabling better customer service delivery. Bharti Airtel

Fimited is a leading global telecommunications company with operations in

)* countries across Asia and Africa. Head#uartered in ;ew 2elhi, India, thecompany ranks amongst the top 3 mobile service providers globally in terms

of subscribers. In India, the company0s product offerings include )/, =/ and

3/ wireless services, mobile commerce, fi!ed line services, high speed 2'F

broadband, I>"G, 2"H, enterprise services including national D


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international long distance services to carriers. In the rest of the geographies,

it offers )/, =/ wireless services and mobile commerce. Bharti Airtel had

nearly )


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Bharti "eleGentures classifies its long distance business into the

following categoriesK

;ational long distance, which comprisesK

'etting up infrastructure for carrying long distance traffic

6arrying voice and data traffic within the country

%nternational long distance* which comprisesF

'etting up a landing station to connect to international submarine

cable systems developed by other infrastructure providers to facilitate

transmission of international data traffic

>roviding international long distance services to carry voice and data

traffic

Bharti "eleGentures has entered into a license with the 2" to

provide national long distance voice and data services across India and is

deploying an advanced fiber optic network across India to provide such

services to corporate and residential customers. Bharti "ele%Gentures has

launched its national long distance services for data transmission services

and for voice transmission services under the brand name India ne.

"he 6ompany has constructed a submarine cable landing station at

6hennai, which connects the submarine cable system being deployed by its

affiliate to the other submarine cable systems in order to provide access to

international bandwidth.

n 9uly +4, )**) the 6ompany launched India’s first private

international long distance service.


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Bharti "ele%Gentures believes that the 6ompany’s presence in key

Indian mobile and fi!ed%line markets will complement its long distance

business, enabling the 6ompany to provide end%to%end telecommunications

services to its key customers.

8roup ata ) Eroadband ivisionF

Bharti "ele%Gentures through its subsidiaries offers customied

business solutions. "his 'B, which offers /roup data and broadband

services, enables us to get sharply focused on the emerging data market.

"he unit leverages the infrastructure of the entire Bharti /roup including theinfrastructure of ?obility to service its customers by creating and selling

customied business solutions. "he 'ales and ?arketing departments of

Fong 2istance business 7e!cept 6arrier 'ales and IF2 teams8 works with the

/roup 2ata and Broadband Business as with the data business teams in

1i!ed Fine 6ircles.

"he 6ompany believes that its strong presence in the Indian

telecommunications market, the depth and #uality of the

telecommunications services that the 6ompany currently offers and also the

6ompany’s e!tensive knowledge of customer preferences enhances the

6ompany’s competitive position to provide such value added services.

Bharti "eleGentures strategic objective for its data D broadband

division is to become a leading provider of secure, reliable and customied

end%to%end network solutions for data communication, especially to

corporate customers.


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PROostpaid connection

>repaid connection

6alling cards

Handy phones

Airtel >6

2"H bo!es

POST P'% 4O55(4T%O5

ant to go Airtel and stay connected anytime, anywhereP 9ust visit a

Airtel outlet in your neighborhood and choose from a range of affordable>ostpaid or >repaid connections.

PR(P'%

As per new government regulations, all prepaid customers must

provide the following documents along with the $nrollment formK /et your

new Airtel >repaid connection at just :s 44 and speak at the most attractive

rates. hat0s more, you can top%up your plan with some e!citing offers’

6hoose from unlimited validity, calls offer and free '?'.

6OR76%( 4'77%58 4'RS


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;ow you can call anywhere in the world and save up to =*@. 'o you

will no longer need to worry about heavy '"2 L I'2 bills or security

deposits. ?oreover, you0ll also be able to call '"2 L I'2 directly from your

Airtel phone, with complete control over long distance usage. orld 6alling

6ards are prepaid cards that allow you to make '"2 L I'2 calls from your

Airtel phone.

By using the orld 6alling 6ard to make long distance calls, you pay

up to =*@ lower rates than regular landlines or postpaid L prepaid calls.

hat0s more, with orld 6alling 6ards, you can keep a tab on your

long distance usage, and no longer need to worry about surprisingly heavy

I'2 or '"2 bills.

"OM( 4'77%58 4'RS

;ow you can call anywhere in the world from across 4 countries and

save up to 4*@. 'o you will no longer need to worry about heavy

international roaming bills. Home 6alling 6ards are prepaid cards that

allow you to make calls from landlines, >6s D mobiles from across 4

countries. By using Home 6alling 6ard to make long distance calls, you pay

up to 4*@ lower rates than international roaming charges.

4


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'%RT(7 S"OPS

hether you0re looking for a new Airtel connection, or a fresh

handset, you0ll find it here. ou can also subscribe to any of our value added

services or get more information on them. >ay your bills, get your #ueries

answered, and lots more. Airtel 'hops are located at very convenient

locations around the country. 'elect your region to find one near you.

MOE%7( '%RT(7 S"OPS

Airtel 'hops are going on the move, to bring our services closer to

you and to provide faster online service, right at your doorstep. ou can visit

a ?obile Airtel 'hop near you. ?obile Airtel 'hops are currently only

available in ?umbai, /ujarat,6hennai, Narnataka, Nolkata, Andhra >radesh,

2elhi, Haryana and ?aharashtra D /oa 7e!cept ?umbai8.

'%RT(7 T(7(S"OPS

2id you know that a range of Airtel services are available in your veryown neighbourhoodP 9ust walk into a Airtel "eleshop, just round the corner,

for anything you need. At a Airtel "eleshops you can buy a new postpaid or

prepaid card, pay your bills, reactivate your connection, and much more. 'o

the ne!t time you need some assistance, be sure to head for the Airtel

"eleshop. 'elect your region to find one near you.

'%RT(7 K &O


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5(6S

Neep yourself updated on the latest from around the globe, directly

through your Airtel phone.'tay in the loop, even on the move. /et the

latest news directly on your Airtel phone. Nnow more 'tocks, Bullion

or 1ore!, keep up with the fast changing world of finance. Nnow more

6ontests, offers, updates and much more. All FIG$ on your Airtel

phone. Nnow more Astrology, 6ricket, and ;ews D 'tock.

'STRO7O8&

hat do the stars have in store for youP 1ind out on your Airtel

phone.

(5T(RT'%5M(5T

>lan your free evenings better, with the latest entertainment

information from Airtel. >lus jokes, #uies, music and much more.

MOH%(S

/et movie reviews, theatre details and more, just by pressing a few

buttons.


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Mlanet Airtel.

T(7(H%S%O5

/et the latest "G listings directly on your Airtel phone.

4O5T(STS


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>lay some fun '?' based contests and win loads of priesQ nly on

Airtel >lay

SPORTS

/et your adrenalines rushing, with the best from the world of sports,

sent directly to your Airtel phoneP

4R%4+(T

Indulge your cricket mania by constantly staying updated, no matter

where you are.

8R'5 PR%;


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Neep up to date with the latest rates of all commodities in your city.

TR'H(7

Book tickets, check schedules, and fi! fares. All without needing

anything more than your Airtel phone.

TR'%5 S4"(


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4'77(R Tlay your friends their favourite songs every time they call. 'et caller

tunes profiles as well.

ElanetAirtel to download e!citing stuff on your Airtel

/>:' phone.


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E"'RT%LS M%7(STO5(SF

-/0

• Airtel and Foop ?obile announce agreement to create ?umbai’s

largest mobile network

• Airtel crosses )** million mobile customer mark in India

-/=

• Bharti Airtel hives of 2ata 6entre and ?anaged 'ervices 726?'8

business to create a wholly%owned subsidiary ;!tra 2ata Fimited

•

Airtel ac#uires arid’s ganda perations

• Bharti Airtel announces long%term strategic investment from Ratar

1oundation $ndowment

• Airtel ac#uires arid’s 6ongo Braaville perations

-/-

• Airtel launches mobile services in :wanda

• Airtel crosses * million customers mark in Africa

• Bharti Airtel becomes the fourth largest mobile operator in the world


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• Bharti Airtel crosses )** million customer 7mobile, fi!ed line D

2"H8 milestone in India

• Bharti and Rualcomm announce partnership for 3/

• Airtel launches India’s first 3/ service in Nolkata

-//

• Airtel launches =/ launch services in Bangalore

-/

• Bharti Airtel unveils new youthful and dynamic global identity

Sairtel’

• Bharti Airtel ac#uires 5*@ stake in arid "elecom, Bangladesh.


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• Bharti Airtel ac#uires the mobile operations of Tain in + African

countries. Becomes the fifth largest mobile operator in the world.

-B

• Bharti Airtel launches its services in 'ri Fanka 7)/L=/ network8.

• Bharti 1oundation sets up Bharti 6entre for 6ommunication in

partnership with Indian Institute of "echnology, ?umbai.

• Bharti Airtel and Alcatel%Fucent form 9G to manage Bharti Airtel’s

pan%India Broadband and "elephone services.

• Bharti almart launches first 6ash D 6arry 'tore under Best >rice

?odern holesale brand.

• Bharti "elesoft renamed S6omviva.’

• Bharti Airtel launches i>"G serviceO 2igital "G interactive.

• Bharti Airtel crosses the +** million telecom customers mark.

-@

• Bharti launches its first set of retail stores in Fudhiana under the Seasy

day’ brand.

• Bharti crosses -* million telecom customers landmark.

• Bharti launches services in /uernsey, 6hannel Islands.


44/99

• Bharti joins hands with Idea and Godafone to form Indus "owers an

independent tower infrastructure company.

• $ight leading international leading >$ funds pick up stake worth

C+.) billion in Bharti Infratel Bharti’s tower infrastructure

company.

-C

• Bharti becomes the fastest private telecom company in the world to

cross the * million mark. $nters the league of top mobile

companies in the world.

• Bharti launches ?obile ?oney "ransfer pilot project in India in

partnership with /'?A.

• Bharti outlines strategic roadmap for its :etail venture. 6ommits

investment of up to ' C ) to ). billion by )*+.

• Bharti and al%?art 'tores, Inc. form a joint venture Bharti al%?art

>rivate Fimited, for wholesale cash%and%carry and back%end supply

chain management operations in India.

• Bharti brings in 2el ?onte as a strategic partner in 1ield1resh to

enhance focus in the processed food segment.

• Bharti makes its $uropean debut. Faunches mobile services in 9ersey,

6hannel Islands.

• Bharti "eletech manufactures its )* millionth telephone.

• Bharti received licence to offer 2irect to Home 72"H8 'atellite "G

services in India.


45/99

• 9ersey Airtel launches services, brings a range f innovative products

and services to customers in 9ersey under Airtel%Godafone brand.

• 'unil Bharti ?ittal chosen for >adma Bhushan, one of India’s highest

civilian honours.

• Bharti and A!a form joint ventures to launch /eneral Insurance and

Asset ?anagement services in India.

• Bharti wins licence to offer mobile services in 'ri Fanka.

Bharti "elesoft ac#uires 9atayu 'oftware.

-2

• Bharti becomes the first Indian telecom operator to launch =/

services, starts =/ operations in 'eychelles.

•

• Bharti wins mobile service provider licence in 9ersey and /uernsey,

6hannel Islands, $urope.

• Bharti A!a Fife Insurance launches national operations.

•

• Bharti and its Associates commit a corpus of :s )** crores to Bharti

1oundation to provide education to underprivileged children in

villages across India.

• Bharti "eleventures rechristened as Bharti Airtel.

•

-?

At no three position in economic times ** list, 9une )** top

companies in India


46/99

'ilver trophy at the confederation of Indian industry ;ational si!

sigma award

orld communications &Best Brand of the earM award by Fondon

based $%map communication group.

"elecom Asia awards )** one of the most prestigious awards in the

telecom sector

'unil Bharti ?ittal gets the &Best Asian "elecom 6$M award )**

-0

Bharti "ele%Gentures Ftd signed an information technology

outsourcing deal with infotech major IB?, estimated to be in the

range of C5**%5* million for a ten%year period.

'igns ?o to join the 'outh $ast Asia % ?iddle $ast % estern

$urope 3 7'$A%?$%$%38 consortium along with + other global

telecom operators.

India0s leading cellular company Bharti "ele%Gentures has bagged the

UAsian ?obile ;ews operator of the yearU award in India and the

subcontinent

-=

6ompany accorded its approval for amalgamation of its subsidiary

companies viK Bharti "elenet Ftd, Bharti "elesonic Ftd, Bharti

Broadband ;etworks Ftd and Bharti 6omtel Ftd through scheme of

Amalgamation. "he merged entity would be renamed as UBharti

Infotel FtdU.


47/99

Bharti /roup0s cellular brand Airtel has unveiled free multimedia

messaging services 7??'8 for its customers. "he company has also

rolled out pan%India />:' 7/eneral >acket :adio 'ervices8 for its

corporate subscribers

Bharti cellular, wholly owned subsidiary of Bharti "ele%Gentures,

increases its stake to +**@ in Bharti ?obile

--

Bharti listed on ;ational 'tock $!change, Bombay 'tock $!change

and 2elhi 'tock $!change on 1ebruary +rivate 1i!ed Fine 'ervice, 0"ouchtel0 launched in 2elhi, the

capital of India on 3th ?arch, )**).

:eceived letter of Intent from /overnment of India to provide

international voice services

"ouchtel launched in Narnataka and "amil ;adu.

-/

$ntered into a 9oint Genture with 'ingapore "elecom, for 'ubmarine

6able project between India and 'ingapore $ntered into a 9oint

Genture with 'ingapore "elecom for ;ational Fong 2istance

perations Ac#uired +**@ stake in Nolkata 6ellular perations.

Bought back British "elecom0s 33@ stake in Bharti 6ellular.


48/99

India0s first private sector national long distance service, India ne

launched.

1irst >rivate 1i!ed Fine 'ervice, 0"ouchtel0 launched in Haryana.

-

;ew ork Fife International took stake in Bharti 6ellular.

Ac#uired controlling stake in 'ky cell, 6hennai. 'ingapore "elecom

invested in Bharti % largest ever investment from 'ingapore in India.

/BBB

$? arburg >incus, one of the largest International >rivate $#uity

Investors, joined B"GF.

Ac#uired controlling stake in 9 " ?obiles % cellular perator in

Andhra D Narnataka 7;ow Bharti ?obile Ftd8

/BB@

1irst ever Indian >rivate 1i!ed Fine 'ervice launched in Indore,

?adhya >radesh on 3th 9une, +44< by B";F.

9oint Genture with B" for I'> 'ervices

'ervices launched in 'eychelles.

British "elecom consolidated its shareholding in Bharti 6ellular.

/BBC


49/99

British "elecom joined the 6onsortium of Bharti 6ellular.

Ficense for ?adhya >radesh 1i!ed Fine services obtained.

Bharti D B" formed a joint venture Bharti B" Fimited for G'A"services.

/BB2

6ommercial launching of 6ellular 'ervice UAI:"$FU by B6F in

2elhi license area

1ormed 0Bharti "ele%Gentures Fimited0, a joint venture company with"elecom Italia % Italy, to promote a variety of telecom projects in India

Faunched 6ellular 'ervices in Himachal >radesh

/BB?

1ormed 'iemens "elecom Fimited % a joint venture with 'iemens % to

market "elephone "erminals under the 'I$?$;' and the B$$"$F

brand names.

1ormed a consortium with "elecom Italia % Italy, to bid for Basic and

6ellular 'ervices under Bharti "elnet Fimited

/BB0

Ficense for the 2elhi cellular project granted

/BB=

Awarded I' 4**) Accreditation for /urgaon factory


50/99

/BB-

1ormed a 6onsortium with '1: % 1rance, $mtel % ?auritius and ?'I

% N, to bid for 6ellular Ficenses for metropolitan cities under Bharti

6ellular Fimited

/BB/

$? 6ontract with 'print 'A for manufacture and e!port of

telephone sets.

/BB

"ied%up with Fucky /old star International 6orporation of 'outh

Norea for manufacture of 6ordless "elephones

/B@B

"ied%up with "akacom 6orporation, 9apan for manufacture of

"elephone Answering ?achines

/B@?

B"F incorporated. $ntered into a technical tie%up with 'iemens A/ of

/ermany for manufacture of $lectronic >ush Button "elephones


51/99

RESEARCH

METHODOLOGY


52/99

T%T7( O3 T"( PRO,(4T

&1:?FA"I; 1 6'"?$: :$"$;"I; '":A"$/I$' B

A''$''I;/ :$A';' 1: 'I"6HI;/ G$: 1:? AI:"$F "

"H$: '$:GI6$ >:GI2$:'M

OE,(4T%H(SF

1. "o study the telecommunication sector in India.

2. "o study the reasons as to why the customers are satisfied from

Airtel then other service providers

3. "o find out the problems faced by Airtel postpaid users in

particular.

4. "o carry out the competitor analyses.

S'MP7( (S%85F

>opulation for this research is * customers, who switched over from Airtel

to other service provider.

S'MP7( S%( V ?.


53/99

S'MP7( 'R(' F

jaipur,

Gidhyadhar nagar 7sector )8

't !aviers collage, jaipur

$ndeavor institute lal kothi

'wadeshi mobile point

S'MP7%58 M(T"OF

"he process of drawing sample units from the population is called

sampling method.

In order to have the unbiased results in the survey, the using method is+**@

sampling

3%(7 6OR+

"his market research involved a fieldwork of = weeks wherein I have

administered pre%tested #uestionnaire to customers. I have carried out the

survey to * respondents by having the personal interaction with them.

TOO7S ie charts


54/99

b. Bar 2iagrams

'T' 4O77(4T%O5 'PPRO'4"F

Primary data

>rimary data is collected in two phases

+8 ithin jaipur

>rimary data has been used to carry out the research successfully. "he

secondary data has been collected from various journals and publications.

1or the purpose of gathering primary data a structure and non%disguised

#uestionnaire was designed to collect data from the customer. "he

#uestionnaire contains both open%ended and close%ended #uestions.

Method of 4ommunicationF

In order to minimie the bias in data collection, the method of personal

interview was adopted.

T"( SO


55/99

• Information is collected through internet

• 1rom various te!t books

• 9ournals and magaines

7%M%T'T%O5 O3 T"( ST


56/99

ANALYSIS

AND

INTERPRETATIO

N


57/99

/ .6"%4" O3 T"( '8( 8RO


58/99

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, 3@ 7)58

are the group of age +


59/99

6 .00/5 .1 %

3 4.00 /29 .1 %

2 8.00 /23 .9 %

4 9.00 /41 .9%

DOCTOR

GOVT, EMPL OYEE

BUSIES SME

ST UDET

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents,


60/99

SCHEES

ECONOIC 21 42!ONG TA!I"INGHOURS 7 14

INTERNET 10 20

TOTA! 100 100

8R'P"F

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, 3)@ 7)+8

are for economic, )*@ 7+*8 are for internet and remaining =


61/99

CY NT

#$%&'() *+ ,*/ 5 10*( %((&%#(',#, 12 24$%# *+ #*$%'(

%/$' 26 52

(*& &*$ 7 14

8R'P"F

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, =


62/99

0. '/. O &O< 3%5 "%8" R'T( P(R P


63/99

1rom the inference it can conclude that ?ajority of the sample

respondents &feelsM that Airtel pulse rates are relatively high.

0. '-. "%8" 3%;( R(5T'7

ST'T%ST%4SF

Column1 Column2

Column

3

FREQUENC Y

PERCEN T

YES 42 84

NO 8 16

8R'P"F

1 1.0 0 /24.4 %

3 4.0 0 /!5.6 %

O

YE S

%5T(RPR(T'T%O5F


64/99



65/99

%5T(RPR(T'T%O5F



66/99

%5T(RPR(T'T%O5F

"he above graph shows that out of )) sample respondents, -=.-@ 7+38

have complaint regarding &disturbanceM and remaining =-.3@ 7


67/99

8R'P"F

%5T(RPR(T'T%O5F

"he above graph shows that out of )) sample respondents, 5-@ 7+-8

do not have the complaint regarding &one way communicationM andremaining )3@ 78 have complaint regarding &one waycommunicationM.

1rom the inference it can conclude that majority of the people do not

have complaint regarding &one way communicationM.

0. E=. 4ROSS 4O55(4T%O5

ST'T%ST%4SF

Column1 Column2 Column3

FREQUENCY PERCENT

YES 8 36

NO 14 64


68/99

8R'P"F

14 .0 0/6 3.6 %

8.0 0/ 36.4 %

O

YES

%5T(RPR(T'T%O5F

"he above graph shows that out of )) sample respondents, -=.-@ 7+38

do not have the complaint regarding &cross connectionM andremaining =-.3@ 7


69/99

Colum

n1 Column2

Colum

n3

FREQUENCY

PERCENT

/'

10 20' 18 36&)' 12 24

10 20

8R'P"F

4.00 /1 4 .8%

10.0 0/ 3 !.0%

13 .0 0/4 8.1 %

VERY"IG"

"IG"

MEDIUM

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, )*@ 7+*8

feel that &intra circle call rateM are medium compared with other

services, =-.*@ 7+


70/99

0. 4-. %5T(R 4%R47( 4'77 R'T(

ST'T%ST%4SF

Column1 Column2

Column3

FREQUENCY

PERCENT

/' 14 28

' 16 32&)' 8 16

12 24

8R'P"F

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, )


71/99

1rom the inference it can conclude that majority of the sample

respondents feel that &inter circle call rateM is high compared withother services.

0. 4=. OT"(R

ST'T%ST%4SF

Column1 Column2

Column

3

FREQUENCY PERCENT

/' 15 30

' 21 42

&) ' 8 16

$* 6 12

8R'P"F

%5T(RPR(T'T%O5F


72/99

"he above graph shows that out of * sample respondents, 3)@ 7)+8

feel that other service like &broad band serviceM are high comparedwith other service provider, =*@ 7+8 of sample feel &mediumM, +)@7-8 of customer feel low and remaining +-@ 7


73/99

%5T(RPR(T'T%O5F

"he above graph shows that out of )= sample respondents, 3)@ 7)+8

feel that company is giving &late responseM regarding complainthandling, =*@ 7+8 feel uick responseM and remaining +-@ 7


74/99

8R'P"F

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, 5*@ 7=8

of the people say the company people did not contact to know thereason for leaving the network and remaining =*@ 7+8 are say yes

the company people contact them to know the reason for leaving thenetwork.


respondents say that nobody from the company contacted them to find

out why they #uit using Airtel.

2. % T"( 4OMP'5& M'+( 'TT(MPTS SO7H( T"(

4OMP7'%5TS

ST'T%ST%4SF


FREQUENCY PERCENT


75/99

), 12 24

* 38 76

8R'P"F

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, 5-@ 7=


76/99

ST'T%ST%4SF


FREQUENCY PERCENT

), 19 38

* 31 62

8R'P"F

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, -+.@ 75)8

of the people say company doesn’t allow changing the tariff plans andremaining =


77/99

@. 6"%4" 4OMP'5& PROH%(S E(ST T'RR%3 P7'5S

ST'T%ST%4SF


FREQUENCY PERCENT

%'$ 16 32

*/%+* 12 24

&$'%# 10 20(%(%/*#** 8 16

,$ 4 8

8R'P"F

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, =)@ 7+-8feel that &aircelM provides best tariff plans, )3@ 7+)8 of sample feel&G2A1;$M, and remaining 33.*@ 7))8 of sample feel others likereliance, "A"A 26? and B';F


78/99


respondents feel Godafone and AI:6$F are leading as competitors to

Airtel in terms of tariff plans.

B. T"( STR(58T"S ) 'R('S O3 %MPROH(M(5TS

O3 ('4" ER'5

'$ HO'3O5(

ST'T%ST%4SF

Column1 Column2

Colum

n3

FREQUENCY

PERCENT

COUSTOERSERVICE 18 36ECONOICPRICE 12 24VA!UE ADDEDSCHEES 10 20

;I!!ING 10 20

8R'P"F


79/99

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, =-@ feel

that &GodafoneM is best in 6'"?$: '$:GI6$, feel customer oriented and remaining said it has to improve the network.


respondents feel &GodafoneM is best in '$:GI6$'.

E$ '%R4(7

ST'T%ST%4SF

Column1 Column2

Column

3

FREQUENC Y

PERCEN T

COUSTOERSERVICE 4 8

ECONOIC PRICE 20 40VA!UE ADDEDSCHEES 18 36

;I!!ING 8 16

8R'P"F


80/99

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, 3*@ feel

that &aircelM is best in economic price, and remaining said it has toimprove the clarity and network.


respondents feel &aircelM is best in economic price.

4$ R(7%'54(

ST'T%ST%4SF

Column1 Column2

Colum

n3

FREQUENCY

PERCENT

COUSTOERSERVICE 18 36ECONOICPRICE 16 32VA!UE ADDEDSCHEES 8 16


81/99

;I!!ING 8 16

8R'P"F

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, =-@ feel

that &:elianceM is best in customer oriented and remaining said it hasto improve in value added features.


respondents feel &:elianceM is best for 6ustomer oriented.

$ T'T' O4OMO

ST'T%ST%4SF

Column1 Column2

Colum

n3

FREQUENCY

PERCENT

COUSTOER 6 12


82/99

SERVICEECONOICPRICE 20 40VA!UE ADDEDSCHEES 16 32

;I!!ING 8 16

8R'P"F

%5T(RPR(T'T%O5F

"he above graph shows that out of * sample respondents, 3*@ feel

that &"A"A 26?M is best in $6;?I6 >:I6$, and feelvalue added services and remaining said it has to improve thenetwork.


respondents feel &"A"A 26?M is best in Billing.


83/99

($ ES57

ST'T%ST%4SF

Column1 Column2

Colum

n3FREQUENCY

PERCENT

GOODNET


84/99

FINDINGS


85/99

3%5%58S '44OR%58 TO 4O5Seople shift from Airtel to other service providers due to billing issues

and lack in complaint handling.

0. ?ajority of the sample respondents &feelsM that Airtel pulse rates,

rents, inter circle call rate are relatively high.

?. &2isturbanceM was a major technical issue for the surveyed sample

respondents.

2. ?ajority of the sample respondents feel that &intra circle call rateM arecomparable with other services.

C. It is observed that majority of the sample respondents feel that rates

for other services like &broad band serviceM are high compared to

other service providers.


86/99

@. 6omplaint handling appears to be at the core of all customer issues. It

is observed that majority of the sample respondents say that the

company people do not solve customer problems satisfactorily.

B. ?ajority of the sample respondents say that nobody from the

company contacted them to find out why they #uit using Airtel.

/.Godafone and B';F are leading as competitors to Airtel in terms of

tariff plans.

//.Airtel leads closest competitors Godafone, 'pice and "A"A Indicom in

terms of network and value added services.

It is observed that majority of the sample respondents feel &:elianceM is best

for 6ustomer oriented services and needs to improve only in value added

features like free caller tones and ring tones download

3(6 3%5%58S R(7'T( TO (33ORTS M'(

E& T"( 4OMP'5& TO R(T'%5 4O


87/99

customer’s Fifetime ?arket Galue is determined by taking your average

customer transaction amount and multiplying it by the number of

transactions he or she will conduct with your organiation over time.

:easons 6ustomers FeaveK

?ove or 2ie 3@

ther 6ompany 1riendship @

6ompetition 4@

>roduct 2issatisfaction +@

;o 6ustomer 6ontact 'trategy -5@

If your customers begin to feel ignored or neglected, won’t they ultimately

take their business elsewhereP

6ustomer :etention % keeping customers % can be improved by e!plaining toyour employees % especially those on the front line who deal directly withyour customers % just how much each customer is worth to your business.

6ustomer Attrition % losing customers % can be dramatically reduced when allof your employees work together to keep your e!isting customers satisfied.

2eveloping a 6ustomer :etention 'trategy is one way to keep e!istingcustomers content and your new customers coming back for more.

?aintain high customer satisfaction levels and protect your customer relationships % because satisfied customers are truly one of your company’smost valuable assets.

4ustomer Retention 3ormulaF

S(RH( your customers. 'o many companies seem to be forgetting this basic point. $ventually, these organiations pay a stiff penalty. "he customer must know that they are going to walk through your doors and consistentlyreceive the UU e!perience. A consistently positive customer e!periencewill not only have customers returning, but will have them referring their friends and family.


88/99

;e!t, let’s break down and e!plore each part of the customer retentionformula.

(58'8( your customers. 6onnect with them whenever possible. ?ake theeffort to reach out to your customers at every opportunity. Nnow the namesof your customers. Nnow their likesLdislikes and know a little about what ishappening in their lives. It’s not difficultO it just takes a moment of actuallyspeaking, listening and paying attention to what they say.

"his part of the customer retention formula is clear about theimportance of building a connection with your customers. "his connectionwill be what keeps customer loyal to you and your company.

R(7'T( to your customers. Fet them know that you understand their needs. 'howing indifference to your customers will only have them #uickly

turning to your competitors for reassurance.$nsure your customers know how much you appreciate their business.

>eople want to be wanted. If they feel taken for granted and unappreciated,they will be an easy target for your competition.

H(R%3& that what you are doing is working. "here cannot be too muchfollow up. 'end out customer service surveys. 2rop in for courtesy calls % dowhatever is necessary to keep the communication flowing.

Inspect what you e!pect when it comes to customer service.

"he principles of our customer retention formula are actually very

simple. Bottom line, without customer service, there are no customersto serve.

In order to keep your current customers and constantly gather new

ones, you have to keep your customer service standards at the highestlevel possible.

It’s a fact that many customers will go where they feel the most &cared

forM. 2espite what you might think, price is ;" the most importantthing in the minds of many consumers.

"ake care of your customers and them, in return, will take care of you.

;ever allow your organiation to lose sight of the customer retention

formula. 'uccess in customer retention is very basic % it will always bethe little things that make all the difference.


89/99

SUGGESTIONS


90/99

S


91/99

CONCLUSION


92/99

4O547roposition8 for any service provider. "hese

are assumed. "oday’s mobile user wants more.

1irstly, the customer is constantly in search of a better &offerM that fits

his L her need. Hence loyalty is a rarity in the telecom business. ith ":AI

7"elephone :egulatory Authority of India8 insisting on ?;> 7?obile

;umber >ortability8 to be implemented soon, the difficulty in using a new

number while switching service providers will be eliminated. "he service

providers will have to constantly endeavor to maintain their market shares.

'econdly, branding and other promotional activities seem to help only

to a point. In order to achieve customer loyalty, the journey promises to be

tough and never ending.


93/99

1inally, today’s customer is very sensitive to issues like responses to

complaints, billing system, value for money etc. "hese and such other issues

deserve special concern.


94/99

ANNEXURE


95/99

Dersonal dataK

Name of the customer: -

AddressK %

6ontact 7if any8K% . "ownL villageK %

.

+. hich of the age group do you belongPa. p to + rs b. +- % )* rs c. )+

) rs

d. )- =* rs e. =+ 3* rs f. 3+ %

* rs

g. Above * rs

). hich of the >rofession do you belongP

a. 'tudent b. Businessmen c. /ovt. $mployee

d. 6ompany employee e. House wife f.

Agriculture.

g. 2octor. h. Any other.

=. 'tate the reasons for using the postpaid connectionP

a. $ase of payment b. Attractive 'chemes L packages

c. $conomical d. Fong talking hrs

e. Any other

3. hat influenced you in shifting your brandP


96/99

a. Billing

b. 6larity of sound and 6ross connections

c. ;ot attractive schemes

d. Fack of complaint handling

Attempt the only #uestions, which you have ticked.

a8 Eilling.

i. 2o you find high rate per pulseP

es. ;o.

ii. 2o you find problem these following factorsP

3actors &es 5o

High fi!ed rental

9umps in call

b$ 4larity of sound

i. 2o you find problems in following factorsP 3actors &es 5o

2isturbance

ne way communication

6ross connections

c$ 5ot 'ttractiveness of schemes and cross connection.

i. How do you compare with your e!isting service to Airtel serviceP

Fow ?edium

High G.High


97/99

Inter circle call rate. W X W X W X

W X

Intra circle call rate. W X W X W X

W X

therYYYYYYYYYYYYYYYYY. W X W X W X

W X

d8 7ac! of 4omplaint handling.

i. How do you rate Airtel’s services relating to complaint handlingP

Ruick response

Fate response

;o response.

. 2id the company make attempts solve the complaintsP

es ;o

-. 2id the company make an effort to contact you to know the reasons

for leaving the ;etworkP

es ;o

5. 2o you accept the changing tariff plans L schemes by companyP

es ;o


98/99

4. "he strengths of each brandP

Erands 4larity 3ree

SMS

(conomic Eilling Reach Halue

addedservice

s

4ustomer

oriented

Godafone

'pice

:eliance

"ata

Indicom

B';F


99/99

E%E7%O8R'P"&

+. ?arketing ?anagement by >hilip Notler.

). www.airtelenterprise.com

=. www.bhartiteleventures.com

3. httpKLLwww.marketingprinciples.comLcustomerretentionLdefault.aspPcatV+)=
http://www.airtelenterprise.com/http://www.bhartiteleventures.com/http://www.airtelenterprise.com/http://www.bhartiteleventures.com/

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