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Here we have been provided six research papers based on detrmining customer satisfaction,

customer retention and customer loyality in telecom industries of six different countries of

the world and we were asked to summarise them. here is the summary of the those research

papers-

01.CRM Implementation in Indian Telecom Industry Evaluating the Effectiveness of

Mobile ervice !roviders "sing #ata Envelopment $nalysis

ummary%

The telecom industry in India has seen an accelerated rate of growth those who offer

innovative products and services. Faced with a growing market and increasing competition,

companies in the telecom business are making strategic changes in adopting to new

technological imperatives in order to outperform their competitors. ne such practice which

is being followed by the telecom companies is the !ustomer "elationship #anagement

$!"#% to help them compete in the ever changing environment. The whole idea is to develop

business models that would enhance the &uality and improve interaction with their customers

leading to more satisfied and loyal customers. In the light of this context, this paper attempts

to study the !"# practices that are being followed extensively by #obile 'ervice (roviders

and to assess the effectiveness of !"# on !ustomer )oyalty using *ata +nvelopment

nalysis $*+%. !onvenience sampling method was used to collect the data from customers.

Finally, of the surveys individually administered, /0 &uestionnaires were received at a

response rate of 1 per cent. n further filtering, 21 responses were found to be completely

filled which results in the response rate of 314. For a measure to be acceptable, coefficient

alpha should be above .5 $6unnally, 7153%. wing to multidimensionality of service &uality

construct, coefficient alpha was computed separately for all the dimensions identified. In the

present study, all alpha coefficients ranged from .835 $close to the cut-off value of .5% to

.1 indicating good consistency among the items within each dimension. From the analysis

using *+, it can be seen that '(/ and '(8 are the two mobile service providers who are on

the efficient frontier as the efficiency is 7.. The other service providers '(7, '(0, '(2 and

'(5 are less performing. This research was an attempt to analy9e the effectiveness of an IT

i.e. !"# technology, being extensively used for a specific purpose of moving closer to the

customer. The study analy9ed the effectiveness of !"# on two )oyalty Indices which relate

to the concept of :ord of #outh, !ross-selling and ;p-selling. s this research is confined

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only to two models, namely a model for dvocacy )oyalty and (urchase )oyalty, it cannot

be generali9ed unless it is extended to more concepts on )oyalty. Though this study

concentrates only on 5 service providers in !hennai, it can further be extended with more

parameters so that a holistic picture on the actual happenings and the scope of improvement

of each player in different areas can be further improved.

0&.Customer Retention% 'ith pecial Reference to Telecommunication

Industry in ri (an)a

ummary%

In the last couple of decades, a large portion of growth of the service industry in 'ri )anka

was attributed to the development of Telecommunications industry. The deregulation of the

telecom industry in 'ri )anka in the early 711s brought multiple players< service providers

to the country. The number of telecom operators stands at 5, as of ctober /5. :ith the

competition becoming tough, service providers reali9ed that retaining one=s existing customerbase is important as much as the ac&uiring of a new customer $!oyles and >okey, /%. In

that context, service providers reali9ed the importance of knowing the attributes that

customers consider as relevant, in deciding whether to continue or not to continue with a

particular service provider. !ustomers consider relevant in deciding whether to continue with

the current service provider $retain% or to switch to an alternative provider $migrate% or to

switch off completely $defect%. However, it was found that relative importance of the factors

is not the same between two different groups, i.e. IT personnel and 6on-IT personnel. The

main ob?ective of this research was to ascertain the relative importance of characteristics

towards loyalty of corporate telecom customers. mong 5 telecommunication service

providers who possess a license issued by the T"!'), six organi9ations have been licensed

to maintain their own infrastructure and they provide corporate telecommunication services.

To make a fair representation, customers of the top two and bottom two were selected for the

&uestionnaire survey. From each customer< user organi9ation two groups of representatives,

one from operational and one from planning

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fourteen $72% existing customers and one ex@customer from each group in each service

provider to administer the &uestionnaire. The respondents rated 7/ factors in a - point )ikert

scale, 7 being the least important to being the most important. The &uestionnaire was sent