...Business Description Rogers Communications Inc. is a diversified Canadian communications and media company engaged in the telecom and media businesses. Rogers Communications Inc. is engaged in four primary lines of business through its four principal operating segments: Rogers Wireless, Rogers Cable, Rogers Business Solutions and Rogers Media. Rogers Wireless is Canada’s largest wireless voice and data communications services provider and the country’s only national carrier operating on the combined world standard GSM/HSPA+/LTE technology platforms. Rogers Cable is a leading Canadian cable services provider, offering cable television, high-speed Internet access, and telephony products, and together with Rogers Business Solutions, provides business telecom, data networking and IP solutions to small, medium and large enterprise, government and carrier customers. Rogers Media is Canada’s premier group of category-leading broadcast, specialty, print and online media assets, with businesses in radio and television broadcasting, televised shopping, sports entertainment, magazine and trade journal publishing and digital media. We are publicly traded on both the TSX and NYSE stock exchanges and are included in the S&P/TSX 60 Index of the largest publicly traded companies in Canada. Canada Telecommunications Mobile SWOT Analysis Strengths * Locally owned mobile operators have invested heavily in the market. * Low penetration rate means ample scope for continued growth...
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...MANAGER / STRATEGY & BUSINESS PLANNING MANAGER Strong credentials in providing information and directions to promote organizational growth OBJECTIVE: Proactive decision maker, seeking to be a Senior Management Professional with a well established and globally reputed organization by utilizing the following strengths... ⇨ Possessing 12 years of expertise in marketing, strategic planning, business planning, commercial planning, project management, business process, performance management and team management. ⇨ Demonstrated exposure in Customer Relationship Management (CRM), Customer Service, Business Architecture, Governance Models, and eTOM & ITIL implementations. ⇨ Proficient in developing business cases, marketing plans, business proposals, governance models & frameworks, business plans and exploring new business management techniques and methodologies. ⇨ An efficient Team Leader, combining sound communication, interpersonal, mentoring, negotiating and problem solving skills with analytical & leadership capabilities to ensure operational excellence and strategic execution. Academics • Studying Strategic Marketing Management ‘‘Chartered Marketer’’ as part of the Continued Professional Development program (CPD) – United Kingdom, Chartered Institute of Marketing (in progress) • Master of Business Administration (Marketing), Arab Academy for Science, Technology & Maritime, Cairo, Egypt (2006) • Modern Accounting (Accounting), American...
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...IV. Marketing initiatives in establishing, growing and retaining the client relationship P.8 V. Recommendations to enhance brand loyalty and repeated purchases from existing clients P.11 VI. References P.14 I. Introduction Recently, many organizations are improving marketing strategies to meet customers’ expectation in the keen competitive business environment. They are not only enhancing product and service qualities, but also strengthening staff training and implementing customer relationship management (CRM). Loyalty programmes have launched in various industries to retain customer loyalty as which is considered as an effective way of long-term profitability1. The rate of fixed broadband penetration in Hong Kong (HK) is the highest of all over the world. In 2013, there were 194 Internet Service Providers (ISPs) licensed providing services in HK2. With increased competitions, customer retention may improve revenues than customer attraction. In this article, we are going to study the marketing strategy of one of the fastest growing broadband service providers, the Hong Kong Broadband Network Limited. II. Background and Business nature of the company Hong Kong Broadband Network Limited (HKBN) owns and operates one of the largest fiber optic networks in HK providing the world’s fastest residential 100Mbit/s and above broadband Internet access. Established in 1999 by City Telecom (H.K.) Limited, HKBN is acquired by CVC Capital Partners, one of the world’s leading...
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...Customer Retention Strategies Customer Retention Strategies Project Report on Customer Retention Strategies Table of Contents Introduction 4 Executive Summary 5 Jabong 6 Myntra.com 8 Airtel 10 Starbucks 12 Big Bazaar 14 BSNL 16 Comparison 18 Conclusion 19 References 20 Introduction Customer Retention is the activity that a selling organization undertakes in order to reduce customer defections. A company’s ability to attract and retain new customers, is not only related to its product or services, but also strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace. Companies can go through the following steps to develop plan for retaining their customers: * Define Customer Loyalty * Identify factors that affect customer loyalty * Discuss practical and relevant strategies to retain clients 1) Customer Loyalty- It is the customer’s commitment or attachment to a company. It can be to the brand, the manufacturer, to the service provider or any other entity. 2) Factors- There exist numerous factors that may affect customer loyalty. To name a few will include choice of customer, history of company, trust and emotional bonding etc. 3) Strategies- The companies can develop their strategies on the basis of common factors such as gaining the trust of the customer, creating awareness about their brand value etc. Executive Summary The objective of the project...
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...173 Seth, Momaya, Gupta AN EXPLORATORY INVESTIGATION OF CUSTOMER LOYALTY AND RETENTION IN CELLULAR MOBILE COMMUNICATION Anita Seth Kiran Momaya H.M. Gupta Cellular mobile industry has undergone rapid changes as a result of liberalization and globalization. In such a ever changing scenario, expansion and maintaining the loyal customer base seems to be a great challenge for the mobile service providers. As a result of increased competition, customer loyalty and retention have become important goals for mobile service operators. Reacting to the pressures, most of the cellular mobile service providers are trying to attract subscribers by not only reducing their tariff rates but also giving attention to the quality of services delivered. In this context the present paper focuses on the customer loyalty and retention in cellular mobile communication. Literature review was carried out covering the theoretical and empirical work on the subject and exploring the relations with service quality. Exploratory interviews were conducted in order to gain practical insights of the subject. Based on the literature review and findings from the interviews, this paper presents a rich research agenda for further research. 1.0 INTRODUCTION T he forces of liberalization and globalization of telecommunication market have pressurized the companies to maintain their market share by focusing on retaining their current customers. They are being increasingly confronted with challenges to attract...
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...Factors of customer Satisfaction in telecom industry: A study on Airtel Bangladesh Limited By: Sabrina Alam ID# 1220775 An Internship report presented in Partial Fulfillment Of the Requirements for the Degree Bachelor of Business Administration Independent University, Bangladesh September, 2015 Factors of customer Satisfaction in telecom industry: A study on Airtel Bangladesh Limited By: Sabrina Alam ID# 1220775 Has Been Approved September, 2015 --------------------------------- Md. Aynul Hoque Lecturer School of Business Independent University, Bangladesh Preface This internship report has been prepared on “factors of Customer Satisfaction based on Airtel Bangladesh limited” for the fulfillment of Bachelor of Business Administration (BBA) degree. The purpose behind this report writing is to present the major findings and data about the factors that affect customer services and network condition of Airtel Bangladesh limited. While preparing this report, I have to utilize my practical knowledge which I have gained from my internship of last three months. Moreover, I have to study various journals and research papers about the pros and cons of services provided by Airtel Bangladesh Limited and thus received realistic knowledge about the overall process. I am very much honored to have the opportunity to make a research report on such topic as customer satisfaction is now days a burning issue. I have tried to find out the reasons behind...
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...study is for the year 2007 - 08. I have applied the concept and gained knowledge learned during the course in at CMRD In practical business situation and understood these concepts in better way. The research work really has poured of immense learning for me. I would like to thank whole heartedly to Bharti AXA and CMRD, for giving me this exposure. Introduction Company profile: Bharti AXA Life Insurance is a joint venture between Bharti, one of India’s leading business groups with interests in telecom, agro business and retail, and AXA, world leader in financial protection and wealth management. The joint venture company has a 74% stake from Bharti and 26% stake of AXA. The company launched national operations in December 2006. Today, company has over 5200 employees across over 12 states in the country. Our business philosophy is built around the promise of making people "Life Confident". 50 MILLION (500 LAKHS CUSTOMERS) 130,000 EMPLOYEES 72 BILLION EUROS (RS. 4, 16,300. CRORE) REVENUE 869 BILLION EUROES (RS.50 24, 500.CRORE) ASSET UNDER MANAGEMENT Bharti AXA life insurance is advertising regularly and creating brand value for its products and services. It has competitors...
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...E-sport tournaments and customer engagements Name Course Title Instructor Date The role of the e-sport tournaments activities in increasing customer engagement in video game industry in China E-sport tournaments E-sport is basically, competitive gaming that involves computer games and other related forms of games that can be addictive. Many people who involve themselves in the sports can get addicted to them in the case where there are structures that enhance their engagement in the games and tournaments. The customer can easily be engaged when the sports have aspects of addiction that can come as a result of elements of reward. The Chinese video game industry is worth millions of dollars and needs to keep the customers in order to enhance the flow of profits and growth of the e-games through addictive tournaments. E-tournaments do engage customers and make the games addictive because of the continuous engagement in the same and the rewards that come from customer performance. Gaming is a popular TV sport in Korea with channels, leagues, teams, superstar players dedicated, adoring opportunities of multinationals and female fans have ignored. Ongagemenet, the first cable TV channel solely devoted to online gaming, celebrated the 10th anniversary of the Star League, which was a testament to the popularity and longevity of a phenomenon of TV gaming that is popularly known as e-sports. The popularity of a single platform of a game, Starcraft has swept the Korean nation...
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...CHAPTER 1 1.1 INTRODUCTION Satisfying customers is one of the main objectives of every business. The message is obvious – satisfied customers improve business and dissatisfied customers impair business. Customer satisfaction is an asset that should be monitored and managed just like any physical asset. Introduction to Customer satisfaction: Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200...
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..."ASSESSMENT AND ANAYSIS OF CUSTOMER SATISFACTION WITH SERVICE DELIVERY OF MTN, KUMASI" By NAME: FRANCIS KWAKU DOGBE A Thesis submitted to the Institute of Distance Learning, Kwame Nkrumah University of Science and Technology, in partial fulfillment of the requirements for the degree of COMMONWEALTH EXECUTIVE MASTER OF BUSINESS ADMINISTRATION October, 2011 DECLARATION I hereby declare that this thesis is the result of my own work except references cited that have been duly acknowledged. It has never been submitted for the award of any degree. Francis Kwaku Dogbe Name ……………….. Signature ………………. Date Certified by: S.A. Kyeremanteng (Supervisor) ………………… Signature ……………. Date Prof. I. K Dontwi (Dean IDL) ………………………… Signature ……………… Date. DEDICATION I specially dedicate this work to my lovely mother Petrina Yawa Adzimah and to all who inspired and encouraged me. ACKNOWLEDGEMENT I express my deepest gratitude to my Father Almighty God in heaven whose grace and mercy, I could not have come this far in life. To my supervisor, S.A. Kyeremanteng, I owe you a special dept of thanks for excellent support and guidance that enabled me to produce this work on time. I also thank my colleague staff at MTN-Kumasi Nhyiaeso branch for their support. Madam Charity Armoh also deserves a special gratitude for her immense financial support throughout this work not forgetting my special friend and brother, Kojo Abiw-Abaidoo and his wife for their moral...
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...1. Primary research vs Secondary research 104 Primary data are data freshly gathered for a specific purpose or for a specific research Project. Primary research is research that's tailored to a company's particular needs. By customizing tried-and-true approaches — focus groups, surveys, field tests, interviews or observation — you can gain information about your target market. Primary research delivers more specific results than secondary research, which is an especially important consideration when you're launching a new product or service. In addition, primary research is usually based on statistical methodologies that involve sampling as little as 1 percent of a target market. This tiny sample can give an accurate representation of a particular market. But professional primary research can be pricey Secondary data are data that were collected for another purpose and already exist somewhere. You can find much of this kind of information in local libraries or on the Web, but books and business publications, as well as magazines and newspapers, are also great sources Although secondary research is less expensive and fast than primary research, it's not as accurate, or as useful, as specific and customized research. 2. Consumer Buying Behavioral vs Business Buying Behavioral A colleague at your place of employment says to you that when it comes to the decision-making process within his company on a major capital equipment purchase, it's a frustrating experience...
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...Case Study: Cisco Systems Cisco systems has developed a quality approach to satisfy his customers. The approach is published at: http://www.cisco.com/web/about/ac50/ac208/about_cisco_approach_to_quality_customer_success.html# customer needs Approach to Quality Executive Message |Dedication to customer success is a core value that affects everything Cisco does. We recognize that we must earn the right every day to continue to | |serve our customers. It is this understanding that drives our belief that Cisco's quality mission includes building and maintaining strong customer | |relationships and customer listening systems that in turn arm us with information to drive behaviors and change that increases customer value in our | |products, support and systems. Cisco's customer focus culture permeates every layer of the company, from CEO John Chambers to each individual | |contributor. | | | |Customer satisfaction is so important at Cisco that it is a direct and explicit component of employee compensation. We set yearly business objectives | |around customer satisfaction goals and initiatives. ...
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...Social 1.4.4 Technology 1.4 SWOT Analysis 1.5.5 Strengths 1.5.6 Weakness 1.5.7 Opportunities 1.5.8 Treats 3. Market Segmentation 1 2.5 Primary Segmentation 2.6.9 Demographic Segmentation 2.6.10 Behavior of customer segmentation 2.6.11 Physiographic segmentation 2.6.12 Geographical segmentation 2.6 Secondary Segmentation 2.7.13 Customer Migration Segmentation. 4. Marketing Strategies 2 3.7 Ansoff Matrix 3.8 Boston Matrix 3.9.14 Problem Child 3.9.15 Star 3.9.16 Cash Cow 3.9.17 Dog 5. Marketing Mix 3 4.9 7P’s Analysis 4.10.18 Product 4.10.19 Pricing 4.10.20 Distribution 4.10.21 Promotion 4.10.22 People 4.10.23 Process 4.10.24 Place 4.10 SOSTAC 4.11.25 Situation 4.11.26 Objectives 4.11.27 Strategy 4.11.28 Tactics 4.11.29 Action 4.11 Positioning: 6. Total experience 4 5.12 Customer Perspective 5.13 Internal Perspective 5.14 SUMMARY AND CONCLUSIONS 7. References 1. Executive Summary REDTONE Telecommunication Sdn Bhd was initially known as VMS technology Sdn Bhd(1996) was wholy owned by Redtone International Berhad. In 2004 Redtone was listed in Bursa...
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...Development;.………………………………………………………………..8 2.5. Data collection:.………………………………………………………………………….8 2.6. Data Analysis:…………………………………………………………………………...9 References 1. INTRODUCTION Increasing globalization, making organizations to be diversified in their work force and setting work force diversification as one of the key success factors that are available for any organization (Holtzman, 2011). Importance of diversification making such a impact on organizations that organization are now formally making diversity as one of their strategies to accomplish their goals (Black Enterprise , 2001). And it is also noted that most diversification success are enhancing through having work force with different experiences, knowledge, races, education and cultures (Friedman & Amoo, 2002). Therefore, the purpose of this research is to identify the relationship between work force diversification and employee performance and to study factors effecting work force diversification towards employee performance in Pakistan and focal point will geographical area of Karachi. 1.1. Background of the Study: Under the Act of the 1964, Title VII Civil Rights, it is made unlawful for the organizations to stop employment practicing on the basis of...
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...RELIANCE COMMUNICATION [pic] [pic] INTRODUCTION A DREAM COME TRUE The Late Dhirubhai Ambani dreamt of a digital India — an India where the common man would have access to affordable means of information and communication. Dhirubhai, who single-handedly built India’s largest private sector company virtually from scratch, had stated as early as 1999: “Make the tools of information and communication available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility.” It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic backbone. This backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhai’s 70th birthday, though sadly after his unexpected demise on 6 July 2002. Reliance Communications has a reliable, high-capacity, integrated (both wireless and wireline) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain, including infrastructure and services — for enterprises as well as individuals, applications, and consulting. Today, Reliance Communications is revolutionising the way India communicates and networks, truly bringing about a new way of life. INDIA ’S LEADING INTEGRATED TELECOM COMPANY Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG)...
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