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CRM of U Fone

Ufone measures customer satisfaction through recorded call center calls and surveys to understand customer wants and satisfaction levels. While Ufone's market share has increased from 20% to 33%, a SWOT analysis found weaknesses that could be addressed by offering unique products tailored to youth preferences like messenger support. Recommendations include call center agents providing complete problem information instead of SMS, enhancing the network using latest technology, focusing on latest products, and improving products/services while following cost leadership and differentiation strategies.

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audacious_hira
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40 views

CRM of U Fone

Ufone measures customer satisfaction through recorded call center calls and surveys to understand customer wants and satisfaction levels. While Ufone's market share has increased from 20% to 33%, a SWOT analysis found weaknesses that could be addressed by offering unique products tailored to youth preferences like messenger support. Recommendations include call center agents providing complete problem information instead of SMS, enhancing the network using latest technology, focusing on latest products, and improving products/services while following cost leadership and differentiation strategies.

Uploaded by

audacious_hira
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Measurement of Customer Satisfaction: Ufone measures its customers satisfaction by recording their calls as they call the help

line. Also, it conducts surveys, campaigns etc., that help it to know what do the customers want, what are their basic needs, and to how much extent they are satisfied. CRM Results: Ufone is continuously striving to compete in terms of its market share from 20% to more than 33%, which is the market share of Mobilink. However the SWOT analysis of Ufone tells, that there are still many weaknesses in it which should be minimized. This can be done by offering unique products to the market that follow the focus strategy. Also Ufone should provide such offers that provide maximum features to the youth like messenger support etc. Recommendations: Following are the recommendations by us for the research we have done regarding CRM in Ufone: 1. Call centre executives must provide complete information regarding any problem faced by the customer rather than sending them reference SMS. 2. Ufone must enhance its network by using latest satellite based technology, so that the customers remain satisfied from the company. 3. Ufone must focus on providing latest products to the customers. 4. Ufone should keep on improving its products and services from time to time and follow the cost leadership and differentiation strategies.

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