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    Welcome: Hasan Mahmud ID:1330

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    pavel2051
    Banglalink is the second largest mobile phone operator in Bangladesh, owned by Orascom Telecom Egypt. It began operations in 2005 and now has over 15 million subscribers. Banglalink identifies prospective and existing customers through organizations like FBCCI and DCCI. It differentiates customers based on their needs and spends disproportionate effort on high-value customers through cross-selling, up-selling, and making low-profit customers more profitable. Banglalink performs CRM activities like pre-relationship customer identification, early stage relationship building, long-term relationship development, and last stage relationship maintenance. It focuses on customer intimacy through a customer-centered culture that identifies and meets customer needs.

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    Welcome: Hasan Mahmud ID:1330

    Uploaded by

    pavel2051
    33 views15 pages
    Banglalink is the second largest mobile phone operator in Bangladesh, owned by Orascom Telecom Egypt. It began operations in 2005 and now has over 15 million subscribers. Banglalink identifies prospective and existing customers through organizations like FBCCI and DCCI. It differentiates customers based on their needs and spends disproportionate effort on high-value customers through cross-selling, up-selling, and making low-profit customers more profitable. Banglalink performs CRM activities like pre-relationship customer identification, early stage relationship building, long-term relationship development, and last stage relationship maintenance. It focuses on customer intimacy through a customer-centered culture that identifies and meets customer needs.

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    Banglalink is the second largest mobile phone operator in Bangladesh, owned by Orascom Telecom Egypt. It began operations in 2005 and now has over 15 million subscribers. Banglalink identifies prospective and existing customers through organizations like FBCCI and DCCI. It differentiates customers based on their needs and spends disproportionate effort on high-value customers through cross-selling, up-selling, and making low-profit customers more profitable. Banglalink performs CRM activities like pre-relationship customer identification, early stage relationship building, long-term relationship development, and last stage relationship maintenance. It focuses on customer intimacy through a customer-centered culture that identifies and meets customer needs.

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    33 views15 pages

    Welcome: Hasan Mahmud ID:1330

    Uploaded by

    pavel2051
    Banglalink is the second largest mobile phone operator in Bangladesh, owned by Orascom Telecom Egypt. It began operations in 2005 and now has over 15 million subscribers. Banglalink identifies prospective and existing customers through organizations like FBCCI and DCCI. It differentiates customers based on their needs and spends disproportionate effort on high-value customers through cross-selling, up-selling, and making low-profit customers more profitable. Banglalink performs CRM activities like pre-relationship customer identification, early stage relationship building, long-term relationship development, and last stage relationship maintenance. It focuses on customer intimacy through a customer-centered culture that identifies and meets customer needs.

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    of 15

    Welcome

    Hasan Mahmud ID:1330

    Click to edit Master subtitle style

    My presentation topic is..

    Customer Relationship Management of Banglalink

    Brief Company Profile

    Orascom telecom Bangladesh limited ("Banglalink") is fully owned by Orascom telecom holding s.a.e, egypt,the ultimate parent company of the group is vimpelcom, the 6th largest mobile phone operator in the world. Banglalink was acquired it in 2004, Banglalink began operations in Bangladesh in February 2005, its impact was felt immediately: overnight mobile telephony became an affordable option for customers across a wide range of market segments

    Type] Industry

    Privately held company 2nd largest Mobile phone operator 2005 15+ million subscriber

    Founded Customers

    customer care points 700 customer care points

    Coverage Area

    in 64 districts 1900 km optical fiber network

    Owner(s)

    Orascom telecom (EGYPT)

    Identify prospect & customer :


    government organization, private organization association such as


    FBCCI, DCCI, ICCI, IEB, Nitol Group etc.

    collects reference group and official personal reference.

    Differentiate customers in ter ms of their needs and their image


    post purchase reassurance promote the price value relationship spend proportionately more effort on the most valuable customer Applied actively based costing and calculate customer life time value Estimate net present value of all future profits coming from purchases, margin level, and referrals, less customer specific servicing cost. all future profit through company's papers, documents, goodwill etc.

    q q q

    Customer relationship management maintain relationship as follows

    Focusing disproportionate effort on high value customer


    Eid greetings, Christmas, birthday cards,

    Enhancing the growth potential of each customer through share of wallet cross selling and up selling.

    recharge bonus National University's result, load shading update,

    Making low profit customers more profitable

    Banglalink always monitoring their corporate subscriber and find out the lower profit customer. Then they identifying the problem and take necessary steps to solve the problem.

    T he CRM Activities perfor med by Banglalink


    Pre-relationship Stage

    T he

    CRM Activities perfor med by Banglalink


    The Early Stage

    T he CRM Activities perfor med by Banglalink


    The Development Stage

    T he CRM Activities perfor med by Banglalink


    The Long-terms stage

    T he CRM Activities perfor med by Banglalink


    The Last Stage

    Im

    ! pty Em

    !!

    The Value Discipline Model:


    Product Leadership(t he best product)

    Operation Excellence (best total cost)

    Customer Intimacy (best total solution )

    Product Centered Culture VS Customer Centered Culture

    Banglalink does everything thinking about the customers, identifying the customers needs and wants ,what they expect, what types of services they want. consider customer views and opinion as a valuable input which helps customer to be more loyal.

    Click to edit Master subtitle style

    Any Question???

    Click to edit Master subtitle style

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