customer life cycle (CRM) FA09-MB-0184

1. Pakistan
Presented By
Shahid Hussain Kha

2. Customer Relationship Management
CRM System is the process to
compile information that increases
understanding of how to manage
an organization’s relationships with
customer.

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

4. HISTORY OF TELENOR
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

5. COMPANY PROFILE
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.

6. VISION
“We’re here to help”

7. GOAL
Create Value
Expanding Market Share
Strong Commitment with society
Creation of Profitability & market growth
Introduction of an Advance technology
Freedom of Choice

8. 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

9. MARKET SHARE

10. 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)

11. CUSTOMER LIFE CYCLE
Acquisition Strategy (Cont’d)
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.

12. CUSTOMER LIFE CYCLE
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.

13. CUSTOMER LIFE CYCLE
Retention Strategy (Cont’d) :
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

14. 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.

15. CUSTOMER LIFE CYCLE
Win back Strategies:
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.

16. 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.

18. THANK
YOU!!!