Customer Satisfaction in Vodafone: Tools, Techniques and Strategies

Running head: CUSTOMER SATISFACTION
Customer Satisfaction
Name of the Student:
Name of the University;
Author’s Note:

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Customer relationship management by Vodafone
Customer
Often the purchase decision of the customers is influenced by the opinion of many other
people that surround them. It is for this reason that the company needs to properly take care of
the opinion of the customers (Willcock et al. 2018). Sometimes, it is really very tough for the
company to anticipate or understand the decisions or the behavior exhibited by the customers.
Relationship
The company has to make sure that they are being able to strengthen their strategies so
that they can maintain a proper balance between the existing customers and also the ones that
they are trying to achieve.
Issus faced
Too much data but not enough action taken
This is one of the major issues that are faced by the company. This is mainly because of
the fact that as they are going in their business managing then customers are becoming a very
tough job. The customer base is also increasing very rapidly. It is for this reason that they have to
handle a huge number of customers as well. The main problems arise due to the complexity in

3CUSTOMER SATISFACTION
the market structure, advertising and also in the upcoming technology. It is for this reason that
they must be focusing over the techniques and the tools that the use for the CRM.
The difference between the retention and the acquisition
The firms need to realize the difference between the acquisition and the retention of the
customers. Often the firms do not have the exact idea about the customers when the customers
get attached with then firm. The customers tend to make the bulk amount of purchase when they
get attached with the firm and it is at that point of time that the firm has the least idea about the
customers. Thus, it is tough for the company to get the data from the acquisition and focus more
on the retention of the customers.
Tools and techniques used
In order to deal with these issues the company can implement some of the essential tools
and technique. One of the useful tool ha cam be used is the CRM life cycle model of Kalakota.
This model mainly comprises of three different phases. They are mainly attraction, promotion
and the maintenance.
Process Actions Focus center of the
company
Strategies
Attraction Promoting the
leadership facility so
that the services and
quality of the goods
This will help in the
process of
distinguishing
Innovation and proper
development