Customer Relationship Management (CRM) and Value Creation in the Mobile Phone Industry

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Date
2012-01
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Publisher
BJMASS
Abstract
The Nigerian market has been undergoing major transformation driven by change, deregulation, competition and customer sophistication. In order to survive, many companies are beginning to look towards value creation. This study contributes to the literature on customer relationship management (CRM) by investigating the perception of mobile phone service operators on CRM as a tool for value creation. The study was situated in Lagos State, Nigeria. Random sampling was used to select three divisions from the five divisions in Lagos state. 1050 questionnaires were administered to mobile phone users and 50 questionnaires to members of staff of mobile phone service operators. The data collected were described with descriptive statistics and analyzed with Analysis of Variance (ANOVA) using procedures within SPSS version 17. The findings indicate that CRM could be a strategic tool for value creation if implemented properly. It was also found that there are no differences in customer satisfaction with regard to gender but there are differences with regard to age and income. It was therefore recommended that operators should implement a CRM programme with the data collected during SIM card reglitration
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Keywords
Change, Competition, Customer relationship management, Value creation, Customer satisfaction
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