USER REQUIREMENTS AND CUSTOMER RELATIONSHIP MANAGEMENT: BUSINESS INTELLIGENCE TO EVOLVE INTO CUSTOMER CENTRIC MANAGEMENT

摘要

This research paper analyses 5 telecom corporations heavily involved in expansion in different countries and exponentially increasing their dominance in world markets. The paper highlights the gaps and challenges that the international telecom players face while expanding into thriving, diverse, and culturally different markets where user requirements keep on changing every single bend of the road. The objective of the paper is to introduce a new customer relationship management model that caters to the increasing gap between telecom expansion in international markets and the customisation and unique user experience required to finally win over millions of users. The paper is based upon empirical data as well as evaluating running models of international telecom corporations.