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Implementation of Electronic Customer Relationship Management (ECRM) System for Improving Poor Customer Services of British Telecommunication (BT)

   

Added on  2023-04-17

16 Pages1062 Words230 Views
“IMPLEMENTATION OF ELECTRONIC CUSTOMER
RELATIONSHIP MANAGEMENT (ECRM) SYSTEM FOR
IMPROVING POOR CUSTOMER SERVICES OF
BRITISH TELECOMMUNICATION (BT)”.
Project Management
Implementation of Electronic Customer Relationship Management (ECRM) System for Improving Poor Customer Services of British Telecommunication (BT)_1
ABSTRACT
Maintaining strong customer association.
British Telecom is facing issue of poor customer service.
Major objective of this study is to determine major advantages of
ECRM system for BT.
Research has also identified the major challenges which may affect
the implementation process of ECRM system.
Resolving customer’s issue, marketing and promotion, integration of
data base management are also considered as benefits of ECRM.
Implementation of Electronic Customer Relationship Management (ECRM) System for Improving Poor Customer Services of British Telecommunication (BT)_2
Keywords
ECRM, customer service, E-service, service
experience, customer oriented.
Implementation of Electronic Customer Relationship Management (ECRM) System for Improving Poor Customer Services of British Telecommunication (BT)_3
Introduction
The current research is also based on literature review on
project management.
Author has chosen British Telecommunication (BT) which is
one of the leading organization of telecom industry of UK.
Facing issue of poor customer services.
For improving poor customer service BT wants to
implement ECRM system.
Implementation of Electronic Customer Relationship Management (ECRM) System for Improving Poor Customer Services of British Telecommunication (BT)_4

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