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Role of CRM in Profitability of Service Organizations: A Case of a Leading Telecommunication Company in Bangladesh

Journal of Economics and Sustainable Development

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Title Role of CRM in Profitability of Service Organizations: A Case of a Leading Telecommunication Company in Bangladesh
 
Creator Rahaman, Mohammad Mizenur
Ferdous, Mohammad Imtiaz
Rahman, Md. Zillur
 
Description Realizing the importance of Customer Relationship Management (CRM) systems to increase profitability almost every organization regardless of their size are increasingly adopting CRM systems. Firms use CRM systems not only to automate customer oriented business processes to reduce costs, but also to collect and analyze customer data to better fulfill customer needs and improve customer satisfaction. Telecommunication business in Bangladesh is in a growth stage with stiff competition and making an enormous profit every year. Most of the companies are using CRM. In this study, we have attempted to identify level of application of CRM in leading Telecommunication Company in Bangladesh considering developing model of CRM. Paper will also reveal how important is the CRM strategy of Grameen Phone (GP) Ltd., a leading telecommunication company in Bangladesh contributes in changing Return on Assets (ROA), Return of Equity (ROE) of the company in the stiff competitive market.
 
Publisher The International Institute for Science, Technology and Education (IISTE)
 
Date 2011-10-01
 
Type info:eu-repo/semantics/article
Peer-reviewed Article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier http://iiste.org/Journals/index.php/JEDS/article/view/345
 
Source Journal of Economics and Sustainable Development; Vol 2, No 4 (2011); 91-102
 
Language eng
 
Relation http://iiste.org/Journals/index.php/JEDS/article/view/345/234
 
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