A study on customer relationship management in Airtel

Introduction
Bharti Airtel is a public limited company commonly known as AIRTEL. It was founded by Sunil Bharti
Mittal on7 July 1995. It is an Indian telecom company which is currently operating its business across
south Asia, Africa and Channel Islands, it is also into the GSM providing business in all the countries
including 2G, 3G & 4G services. It is the third largest mobile network operator in India and the second
largest mobile network operator in the world with over 411.42 million subscribers. Airtel was named
India's 2nd most valuable brand in the first ever Brands ranking by Millward Brown and WPP plc.
Airtel is credited with pioneering the strategy. The strategy has since been adopted by several
operators.

Products: Fixed Line telephone, Mobile phone (prepaid and Postpaid), Broadband, 4G and DTH
services, Value added services, Digital televisions & IPTV.
Government Globalization Drivers: -
 The government has taken many proactive initiatives to facilitate the rapid growth of the
Indian telecom industry.
 100% foreign direct investment (FDI) is permitted through the automatic route in telecom
equipment manufacturing. FDI ceiling in telecom services has been raised to 74% from 49%
 Introduction of a UASL (‘Unified’ Access Service Licensing) regime for telecom services on a
pan-India basis implying more competition.
 Introduction of Mobile Number Portability (MNP). Implementing MNP has adverse effects on
the operators as it entails huge infrastructural costs, increased competition, and Cost Recovery
and Bill Reconciliation process. The government is implementing a program of connecting
villages under the Bharat Nirman program.
 Department of Telecom (DoT) allowed foreign telecom companies to bid for 4G
spectrum without partnering with Indian companies.
 The Ministry of Commerce estimated that off-shoring operations to India can provide a cost
benefit of up to 40-60%, over developed countries. The country has also emerged as a major
R&D hub with more than hundred Fortune 500 companies based in India.

In 2019 to 2020 Competitors: JIO and Vodafone. Market share of DTH operator: Tata
sky, Dishtv, Reliance.
Currently Airtel Sim users are: approx 403 million.
Currently Jio Sim users are: 586 million.