• Dr.R.ANGAMUTHU

The telecom services have been recognized world-over as an important tool for socio-economic development for a nation and hence telecom infrastructure is treated as a crucial factor to realize the socio-economic objectives in India. The Government of India recognizes that provision of world-class telecommunication infrastructure and information is the key to rapid economic and social development of the country. Customer relationship management has become the main strategy to retain customers for companies regardless of its size. The competition has been more intensified among the mobile phone companies. To face this competition, it is essential for any of the organization to do a proper planning, implementation and taking proper feedback about the process. Hence, it is therefore imperative for mobile phone service providers to analyze the subscribers’ opinion with regard to customer relationship management. In this context, the researcher has made an attempt to study the customer relationship management of the mobile phone operators in Musiri town. The present study is empirical in nature based on survey method. As an essential part of the study, with the help of questionnaire, the primary data were collected from 200 customers i.e. 40 customers from each mobile phone service providers namely, BSNL, Jio, Airtel, Idea and Vodafone. The researcher has suggested suitable measures to improve the customer relationship management of the select mobile phone operators in Musiri town.

Customer relationship management, relationship marketing, service quality, customer retention, customer contact programmes, etc.

"CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES OF THE MOBILE PHONE OPERATORS IN MUSIRI TOWN – AN EMPIRICAL STUDY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 5, page no.292-298, May-2019, Available :http://www.jetir.org/papers/JETIRBP06054.pdf

"CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES OF THE MOBILE PHONE OPERATORS IN MUSIRI TOWN – AN EMPIRICAL STUDY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 5, page no. pp292-298, May-2019, Available at : http://www.jetir.org/papers/JETIRBP06054.pdf