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THESIS SYNOPSIS

1. DETAILS OF THE STUDENT:-

Name : NEHA PAREEK

Batch : SS 2009-2011

Specialization : Marketing & HR

Phone No. : 9717473607,9015248702

Email ID : npareek0401@gmail.com

2. TITLE OF THE THESIS:-

➢ Customer Relationship Management in Reliance Communication (Retention and Churn


Management)

3. PROBLEM DEFINITION/HYPOTHESIS:-

The hypothesis of this report is the topic to “Customer Relationship Management in


Reliance Communication (Retention and Churn Management) are:-
The objective of the research was to find out:

1) How to stop customers from moving out of Reliance post paid and fixed wireless phones?

2) How to increase customer delight and satisfaction.

4. Introduction: -

Telecommunication industry is a vast and dynamic sector. Here plans and strategies changes

nearly every day. The major issue that and telecom service provider would face was how to

increase more and more subscriber to its base preferably post paid subscribers as they

generate minimum fixed amount of revenue. The entire telecom service provider has

achieved it.

With many service providers giving more and more options to the subscriber, it’s the

common man who stands to benefit. However that is what has been a major issue with all the
telecomm companies. Their main focus is now how to keep the customers to their base and

prevent them from moving to other companies. Moving away of customers from one service

to another is called churning. Companies are now focusing on how to increase the customer’s

satisfaction and delight and prevent them from churning

At Reliance Info communication rechristened as Reliance Communication the project that

was given was “Retention and Churn management”. The company wanted recommendations

regarding how to stop customers from churning and help them retain in the company and to

increase the customer satisfaction and delight

5. SCOPE OF THESIS WORK:-


Scope of this study is to enhance the understanding of the psychology of consumer

preferences.. This study can help Reliance to understand the customers in a better way and

can help it to take necessary steps to satisfy their needs. It also scope at providing an

overview of Telecommunication industry and the position of Reliance in the

Telecommunication industry. Besides this, the purpose of this report is to provide an insight

into the Customer Satisfaction.

6. RESEARCH METHODOLOGY: -

Research Design:

The research will be based on primary data. Primary data will be collected by direct

customer interaction at the web worlds and through Tele-calling at the back end office. Data

will also be collected by customer visit.

Research type:

The research will be conclusive research:

“Conclusive Research”
Research designed to assist the decision maker in determining, evaluating, and selecting the

best course of action to take in a given situation.

7. JUSTIFICATION FOR CHOOSING A PARTICULAR RESEARCH


PROPOSAL:-

This particular project have been chosen to know the behavior of consumer which is
prevailing in the market and also to know there preference and perception for reliance to
other market players.

8. Summer Training Report (In brief)

Worked in PVR cinemas Gurgaon on the website of the company and the
appraisal forms, under the vice president of HR department
Mr. Bhupender Pahel.

9. DETAILS OF THE EXTERNAL GUIDE:-


Pronita Sharma

Cluster Retention Lead

Reliance Communications Ltd

Email-id- pronita.shrma@relianceada.com

Contact Number-08822319029

CERTIFICATE FROM GUIDE

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TO WHOM IT MAY CONCERN

This is for your kind information that I Ms Pronita Sharma ,Cluster


Retention Lead,upper Assam,approves Ms Neha Pareek,MBA batch
ss2009-2011,IIPM to complete her thesis on Retention and Churn
Mangement with the Reliance Communication Group,Cluster
office,Upper Assam under my guidance.

Thanks & Regards

Pronita Sharma
Cluster Retention Lead
Upper Assam
Handheld:-08822319029
Mail ID:-Pronita.Sharma@relianceada.com

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