Customer relationship management information system for GSM operators: A case study of MTN and Azash connection, Oyigbo, Rivers State
Date
2023-03
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Federal University of Technology, Owerri
Abstract
Customer Relationship Management (CRM) is an integrated approach to identifying, acquiring partnering and tracking customers to create value for the company and the customers. The aim of this work is to analyze the impact of CRM on Customers value and organizational operations with reference to GSM (Global System for Mobile Communication) operators. The objectives of this study includes the following; To examine Improvement in customers’ relationship, to examine the company’s progress against their goals, to determine how to provide customer with experience and quality service in order to move them ahead and to determine how to improve the Customers value. Definitional aspect of CRM was explored, leading to the identification of three alternatives perspectives and variations of CRM. The study process of this work is designed from the study of the integration parts of CRM which includes some CRM theories, various CRM architectures and CRM processes. This study involved the use of hypotheses to investigate CRM as applied to GSM operators (MTN and AZASH connection), a questionnaire was administered to a sampled population and the feedbacks from the respondents were analyzed to prove or disprove each of the hypotheses using ANOVA and t-test sample test analysis. From the findings there was significant improvement of organizational operations when CRM software are used/deployed. Also deployment of Customer Relationship Management (CRM) software has significantly improved customer’s value. The study recommends therefore the need to improve customer relationship in order to boost broad based customer’s confidence and hence encourage competitive trading in GSM market. Also for CRM implementation to be successful and thus achieve co-operate objectives, the right mix of CRM components and all the key factors strategy, leadership and integration need to be given due attention. There are basically 2 hypothesis which were used in this thesis work. They include, H0: There is no significant difference in the improvement of organizational operations when CRM software are used and H0: Deployment of Customer Relationship Management (CRM) software does not significantly improve customer’s value.
Description
This thesis is for the award of the Master of Science (MSc.) in Project Management Technology
Keywords
Customer relationship management, management, information system, Department of Project management Technology, GSM operators
Citation
Ezeaku, U. J. (2023). Customer relationship management information system for GSM operators: A case study of MTN and Azash connection, Oyigbo, Rivers State (Unpublished Master's Thesis). Federal University of Technology, Owerri, Nigeria