Analysis of high failure rates of CRM projects in telecommunication sector and proposal for a road map elaboration

Download

index.pdf

Date

2015

Author

Çağlayan, Ali Yüksel

Metadata

Show full item record

Item Usage Stats

201
views

90
downloads

Necessity of identifying customers, creating value for them, meeting their needs as soon as possible and creating a customer centric company culture created a new concept named CRM (Customers Relationship Management). CRM is a cultural aspect which aims to create customer centric structure and culture and also more value for customers. The failure rate of CRM projects is significantly high. The failure rate is higher for Telecommunication sector because of some sectoral specifications and difficulties. At this thesis work, by the help of literature reviews and conversations with sector professionals, reasons of high failure rate of CRM projects at Telecommunication sector are stated. Also, preventive actions that can be taken to prevent these failures are stated by the help of literature reviews. To create a more useful outcome, these preventive actions are stated on a new system implementation project road map so a road map elaboration for CRM projects of Telecommunication Sector is proposed. Also, two CRM implementation projects of telecommunication sector companies are analyzed to validate the extended road map that is proposed by this thesis work. By the help of this analysis, consistency ratio between preventive actions coverage ratios and success ratio of projects are stated.

Subject Keywords

Customer services., Consumer satisfaction., Information technology., Telecommunication systems.

URI

http://etd.lib.metu.edu.tr/upload/12619662/index.pdf
https://hdl.handle.net/11511/25394

Collections

Graduate School of Informatics, Thesis

Suggestions

OpenMETU
Core

Pooling through lateral transshipments in service parts systems Satir, Benhur; Savaşaneril Tüfekci, Seçil; Serin, Yaşar Yasemin (2012-07-16) We study the inventory management problem of a service center operating in a decentralized service parts network. The service centers collaborate through inventory and service pooling, and through sharing information on the inventory status. Upon demand arrival, a service center may request a part from the other center, in which case a payment is made. Under this competitive and collaborative environment, we first characterize the optimal operating policy of an individual service center. Through computation...
Detection of churners in internet games using CRM approach: a case study on pishti plus Ercan, Pelin; Alpaslan, Ferda Nur; Department of Computer Engineering (2015) Nowadays, more and more companies start to focus on Customer Relationship Management (CRM) to prevent customer loss. The early detection of future churners is one of the CRM strategies. Since the cost of acquiring new customers is much higher than the cost of retaining the existing ones, it is important to keep existing customers. Churn is an important problem for the game companies as churners impact negatively for potential and existing customers. Data mining can support an individualized and optimized cu...
An empirical comparison of customer behavior modeling approaches for shopping list prediction Peker, Serhat; Koçyiğit, Altan; Eren, Pekin Erhan (2018-06-28) Shopping list prediction is a crucial task for companies as it can enable to provide a specific customer a personalized list of products and improve customer satisfaction and loyalty as well. To predict customer behaviors, many studies in the literature have employed customer behavior modeling approaches which are individual-level and segment-based. However, previous efforts to predict customers' shopping lists have rarely employed these state-of-the-art approaches. In this manner, this paper introduces the...
Automatic Generation for Web Services Conversations Adapters Elgedawy, Islam (2009-09-16) Web services interact with each other over the Web to accomplish different business objectives, such interactions are known as services conversations, which are specified via the exchanged messages containing the operations to be invoked. Service consumers search the Web for services that fulfil their requirements. Unfortunately, due to services heterogeneities, services consumers usually cannot find the perfect match for their requests, hence they manually create adapters to mediate between chosen services...
Design of a Customer's Type Based Algorithm for Partner Selection Problem of Virtual Enterprise Nikghadam, Shahrzad; ÖZBAYOĞLU, AHMET MURAT; ÜNVER, HAKKI ÖZGÜR; KILIÇ, SADIK ENGİN (2016-11-04) Virtual Enterprise (VE) is a temporary platform for individual enterprises to collaborate with each other, sharing their core competencies to fulfill a customer demand. In order to improve the customer satisfaction, the most successful VEs select their consortium's members based on customer's preferences. There is quite extensive literature in the field of partner selection in VE, each proposing a new approach to evaluate and select the most appropriate partners among pool of enterprises. However, none of t...

Citation Formats

A. Y. Çağlayan, “Analysis of high failure rates of CRM projects in telecommunication sector and proposal for a road map elaboration,” M.S. - Master of Science, Middle East Technical University, 2015.