Business Transformation Through Customer Experience - A Case of Indian Mobile Telecom Industry in Rajasthan - Business Management Assignment Help

Assignment Task:

A case of Indian Mobile Telecom Industry in Rajasthan

Abstract:

Business Transformation is described by professionals such as David Cruise as the process of fundamentally changing the systems, processes, people and technology across a whole business or business unit, to achieve measurable improvements in efficiency, effectiveness and stakeholder satisfaction. As such, a business transformation project is likely to include any number of change management projects, each focused on an individual process, system, technology, team or department This activity eventually includes Business Process Reengineering.

Customer Experience is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer experience (especially service producing companies) and adopted it as a high priority operational goal.

This study aimed at investigation the overall customer experience of the mobile telecoms industry in Rajasthan, factors influencing experience and the relationship between customer’s experience and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% of them highly satisfied. The combination of network quality, billing, validity period and customer support (mobile services attributes) showed a strong relationship with satisfaction while age, gender, location and employment variables showed a weak relationship.

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