Customer Relationship Management

Of

Group Profile
Course Name: Customer Relationship Management
Course no: 521

Submitted to:
Nasrin Akter
Professor
Department of Marketing
University of Dhaka

Submitted By:
Group Name: The Apex Predators

Group Members:

Name

Roll no.

Asma Ferdousi

233

Lelin Miah

247

Robin Mahmud

293

Omar Iqbal

350

Tarif Sherhan

377

17th Batch
Department of Marketing
University of Dhaka

Letter of transmission
Nasrin Akter
Professor
Department of Marketing
University of Dhaka
Sub: Submission of CRM report for completion of course.

Dear Mam,
In this report of CRM report on Airtel Bangladesh, we have tried to implement our learning
from this course. We would like to thank you for offering the opportunity to work on this topic.
Despite many limitations, we have tried our best to make this report accurate and reliable.

If you have any further enquiry concerning any additional information, we would be very
pleased to clarify that. Thank you.

Sincerely,
Group: Apex Predators

Acknowledgements
One of the most pleasant parts of submitting a report is the opportunity to thank those who have
contributed to it. Unfortunately, the list of expression of thanks- no matter how extensive is
always incomplete and inadequate. These acknowledgements are no exception.
Our first acknowledge goes to the almighty Allah for bestowing us the patience and
courage to finish this huge task within its deadline.

Acknowledgments must go to the team members, whose unflagging patience and

astounding capacity for creative work, and long hours made the project both possible
and successful under the pressure of knocking deadline.
We acknowledge Raiha Nawal, Executive Officer, Airtel Bangladesh for giving us his
valuable time and providing us important information regarding Customer Relationship
Management of Airtel Bangladesh. And for cooperating with us to successfully
complete this report.

At last, we sincerely acknowledge our debt to Nasrin Akter, our honorable faculty, for
his valuable counseling towards the improvement of the project. Without his
encouragement, this would have been impossible.

Executive Summary

In this report we will explore the customer relationship management (CRM) activities of Airtel
Bangladesh. Airtel Bangladesh Limited is one of the fastest growing mobile operators in
Bangladesh and is a concern of Bharti Airtel Limited, a leading global telecommunications
services provider. Airtel has a deep focus on the CRM activities. Customer data management is
the prerequisite for the CRM activities and Airtel has been doing it very carefully from the
starting of the business. Central database management center is their head information center.
Data integrity is maximized and data redundancy is minimized in this center as the single storing
place of all the data also implies that a given set of data only has one primary record. Analyzing
the data Airtel studies the typical characteristics of the segment members to determine potential
product features and to figure out how to reach and convince the segment members. To get the
old customer and to hold the present customer they make several offers. Recharge and using
information are the main criteria to make these offers. Using new technologies also provides
better customer facility. Airtel arrange CRM training for their related employees time to time.
Airtel also have loyalty program like Airtel favorites by which they reward their most profitable
and loyal customers. They are also concerned about their internal customers and emphasize on
practicing internal CRM activities.