CONTENTS

A

Summer Training Report

ON

Training Undertaken

At

BSNL

Titled

STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT

Submitted in partial fulfillment for the Award of degree of Master of Business Administration

Poddar Management & Technical Campus

(SESSION 2012-14)

SUBMITTED BY: - SUBMITTED TO: Indra Mohan Yadav

Priyesh Tiwari Declaration

I Manisha Bundela student of MBA IV Sem. International School of Informatics & Management, Jaipur Hereby declare that all the information facts and figures produced in this report is based on my own experience and study in analyzing the CUTOMER RELATIONSHIP MANAGEMENT AT BSNL JAIPUR

I further declare that all the information and facts furnished in this project report are based on my intensive research findings. They are first hand and original in nature.

MANISHA BUNDELAPREFACEI feel a great pleasure in presenting this report that is essential in partial fulfillment of MBA-IV Sem. This report is an integral part of the curriculum and its purpose is to provide the students information system in a firm. It helps in the development of practical skills and analytical process.

During the training I have learnt about CUSTOMER RELATIONSHIP MANAGEMENT. During this tenure I have learnt about the BSNL that how to motivate the customer and using BSNL services for increasing customer satisfaction level. It was very exciting and useful experience for me. A good confidence has been built up.that if company provide fully satisfied product like internet speed and network problem than automatically customer increases. This will surely help me in my future career. I am highly obliged to all those who helped me for the timely and successful completion of this report.

MANISHA BUNDELAACKNOWLEDGEMENT

No work can be accomplished alone in this world. My report was no exception. It has been possible only through the guidance & help from many people around me. I have been fortunate to get constant guidance & encouragement from many, which helped me a lot to be successful in my efforts. This formal acknowledgement will hardly be sufficient to express my sincere thanks to all those for their help and guidance.I am highly obliged to the Management of BSNL JAIPUR. For allowing me to undergo training in an esteemed organization like this.I would like to express my gratitude & heartiest thanks to Mr. Himat Singh (AGM) for providing me the golden opportunity to undertake the report in this organization. I also take the opportunity to acknowledge the consent support and encouragement of Mr. Priyesh Tiwari (HOD, Deptt of Management). Their pinpoint guidance, help & active co-operation has sustained the efforts that have lead to the successful completion of this on job training.

Finally I would like to thank my parents and friends for their moral support without which it would have been difficult to pursue my course & successfully complete my Report work.

MANISHA BUNDELA (MBA SEM IV)Executive Summary

The Report was carried out for BSNL, which is one of the leading Telecom company to conduct a Market research and Sales.

The report was undertaken during 15 Days summer training at BSNL Limited in my capacity as a management student with marketing specialization.

The job assigned to me for the report was to do market Analysis and sales activities .

The entitled report was having many primary and secondary objectives to achieve the objectives are as follows -------

PRIMARY OBJECTIVES:-

To identify the market standing of the BSNL limited with its competitive telecom companies.

To study and analyze the perception status and the movement of the BSNL services along with its competitors. To identify needs and graveness of customersSECONDARY OBJECTIVES:- Find out the potential market and also prefer to write for competitive.

Find out the potential customers, who can be very beneficial for the company.

To make aware the customer about companys services and to educate them and aware about the different benefits. To have a healthy conversation with customer to build a good relationship, to find out the problem related with the service of the company.

To motivate the customer towards companys services and to collect the meaningful suggestion for company betterment.

To formulate the competitive marketing strategies to have better approach to the customer.

To study the present, past and response of customer towards the services of BSNL.1. INTRODUCTION OF THE INDUSTRYIndias telecommunications network has experienced impressive growth since the independence. The number of exchanges has also gone up from 321 to more than 18,620. Telecom services in India are the sole monopoly of the central government.

Telephone Nigam came into being in early 1960s. It is today a modern exchange with all high tech features. It is now equipped with E-10B, C-DOT and OCB exchange and has a capacity of more than 24000 lines.

The E-10B exchange was set up in 1994 and has a capacity of more than 14000 lines with working connections of about 13000 lines. It is directly connected to Ambala telephone exchange.

The C-DOT exchange was set up in March 2001 and has a capacity of 10000 lines. It is also connected to Ambala and has more features than E-10B exchange. It provides CCS-7, ISDN, Lease lines, and other such facilities.

The OCB exchange was set up in 2002. It is advantageous over both E-10B and C-DOT exchanges. The Indian telecom industry has undergone significant structural transformation since its liberalisation in the 1990s. During the last decade, the Indian telecom industry has evolved into a multi-segment, competitive market from a small supplier-dominated market having public sector monopoly. Coherent Government policies have played a crucial role in shaping the structure of the Indian telecom sector.

Structural Evolution of the Indian Telecom Industry:Telecom Sector in the Pre-liberalization Era (1980-1990):Before liberalization, the public sector held a monopoly in provision of telecom services. The entire telecom services operation in the country was carried out by the Department of Telecommunication (dot), a public sector entity established in 1985. It managed the planning, engineering, installation, maintenance, management, and operations of telecom services for the whole of India. In order to ease out its operations, two new public sector corporations viz. MTNL and VSNL were set up under the dot in 1986. Thus, before the entry of the private players, the telecom services were provided by three public entities viz. Dot, MTNL and VSNL. While MTNL primarily looked after the operation of basic telephony services in Delhi and Mumbai, VSNL provided international telecom services in India. Dot looked after basic telephony operations in regions other than Delhi and Mumbai. Prior to liberalization the telecom services were broadly classified as domestic basic (which included basic telephony, telex and fax), domestic value-added services (VAS) which covered all other services such as paging, cellular, data services, VSAT and international basic and VAS.

Telecom Sector in the Post-liberalization Era:Private sector participation in the Indian telecom sector has been a gradual process, wherein the government initially permitted players from the private sector to provide Value Added Services (VAS) such as Paging Services and Cellular Mobile Telephone Services (CMTS), followed by the Fixed Telephony Services (FTS) or Basic services. Eventually the private sector has been allowed to provide almost all telecom services. Liberalisation process in the telecom services market began in 1992, with the unbundling of the domestic basic services and the domestic VAS and entry of private players for providing the VAS such as cellular and paging services. During this period, the government provided licenses to private players according to the services that were to be provided in the specified areas of service provision. The country was divided into circles (or categories) on the basis of economic potential. Thus, primarily these divisions were mostly adjoining the states of India. Such demarcations were primarily responsible for existence of various regional players in provision of telecom services. During 1994, through a competitive bidding process, licenses were granted to 8 CMTS operators in four metros, 14 CMTS operators in 18 state circles, paging operators in 27 cities and 18 state circles.

After the domestic VAS, the basic services were opened up to private players. The National Telecom Policy (NTP) 1994, which endeavored to build world-class telephone services in India and aimed at providing telephones on demand, enabled the entry of private players in the provision of basic services. Given the need for resources in addition to government sources for achieving the targets of NTP-94, private investments and involvement of the private sector was considered inevitable to bridge the resource gap. Thus, the private operators were allowed to render basic services in the local loop. Initially, the provision of basic services had been deliberated as a duopoly between a selected service provider and the dot. In line with this, policy licenses were awarded to 6 BTS operators in 6 state circles.

The need for independent regulation had risen with the entry of private players. Also, to fulfill the commitments made when India joined the World Trade Organization (WTO) in 1995, the Telecom Regulatory Authority of India (TRAI) was established in 19971to regulate telecom services including fixation/revision of tariffs. The establishment of TRAI was a positive step in terms of separation of regulations from policy making and operations, which continued to be under the purview of the dot2.Further, in 1998, the Government also declared the policy for Internet Service Provision (ISP) by private operators and had even begun licensing of the same around that time. Subsequently the Global Mobile Personal Communications by Satellite (GMPCS) was also opened up for the private players.

Although the private players had been allowed to participate in many telecom services segments, the results of privatization had not been satisfactory entirely. Thus, a New Telecom Policy (NTP-99) was announced on March 26, 1999, which came into effect from April 1, 1999. The NTP 1999 not only provided a major fillip to private sector participation in this industry but also laid down the path for significant development of the Indian telecom industry. The NTP 1999 allowed private operators providing cellular and basic service to migrate from a fixed license fee regime to a revenue sharing regime to make the operations of the private players financially viable. This policy change provided the much needed relief to private players who were earlier burdened with huge debts that they had to service owing to their license fee commitments. Another notable provision of the Act had been the entry of multiple private sector operators in the sector in contrast to the policy of duopoly practiced earlier. This not only increased competition in the industry but also assisted the private players to attract new investment and augment their subscriber base. The entry of private operators in the cellular sector helped to reduce the operational cost of the industry. It also reduced the mobile tariffs and provided a much needed boost to the industry. The Act also made the following provisions: it permitted interconnectivity and sharing of infrastructure among various service providers within same areas of operations; it allowed both voice and data traffic by service providers; it opened up national long distance (NLD) and international long distance (ILD) services to competition et al. Thus, the NTP 1999 can be viewed as the genesis of the cellular revolution being witnessed in India.

The NTP 99 had also enunciated to separate the policy and licensing functions of the dot from the service providing functions to ensure a level-playing-field among private operators and incumbents. Accordingly, as a predecessor to corporatization, two new departments viz. Department of Telecom Services (DTS) and the Department of Telecom Operations, were carved out of dot, to separate the service provision and operational functions of dot. Later in 2000, DTS was corporatized and renamed as Bharat Sanchar Nigam Ltd (BSNL), and thus the functions of the incumbent service provider were separated from that of the policy maker. Dot is now responsible for policy-making, licensing and promoting private investments in both telecom equipment manufacturing and in telecom services. Subsequently in 2002, even VSNL was privatized and its monopoly in ILD services was terminated (from March 31, 2002).

Current Structure of the Indian Telecom Industry:Currently, both public sector players as well as the private sector players are actively catering to the rapidly growing telecommunication needs in India. Private participation is permitted in all segments of the telecom industry, including ILD, DLD, basic cellular, internet, radio paging, et al. The broad structure of the telecom industry (in terms of service providers) is depicted in the diagram below:

Public Sector:After the privatization of VSNL in 2002, only two premier psus, MTNL and BSNL operate in India and provide various telecom services. As noted earlier, MTNL operates in Delhi and Mumbai and BSNL provides services to the remaining country. In the post-liberalization era, these psus not only have made significant progress but also have provided stiff competition to their private counterparts.

Private Sector:Private operators have played a very crucial role in the growth of the telecommunication industry, primarily in the mobile services. With the liberalization of the telecom industry, the private sector has been increasing its foothold in the telecom services space. After the introduction of NTP-99, the contribution of private players towards telecom services has witnessed rapid strides. While the private sector is instrumental in providing both fixed line as well as wireless services, it is mainly active in the wireless segment. The fixed lines account for only about 2% of private sector's total subscriber base. While some private players have a pan-India presence, there are many regional players that cater to only certain service areas.Change in Market Share:The subscriber base of the public as well as private players has grown rapidly post-liberalization. The subscriber base of telecom industry grew from around 18.68 mn during FY98 to 429.72 mn during FY09 and a significant proportion of this growth has emanated from the private sector. The private players registered an absolute growth of around 339.30 mn in subscriber base during FY98-FY09. This could be largely attributed to rapid growth in mobile subscriber base of the private players. With the gradual opening up of the telecom industry, the private players have been able to garner strength and improve their hold on the telecom service provision. Further, the introduction of the New Telecom Policy (NTP-99), which enabled migration in the license fee payment mechanism from a fixed regime to a revenue-sharing regime, provided a major boost to private sector players. Moreover, initiatives such as allotting third and fourth cellular licenses, shifting to a unified access licensing regime, execution of calling party pays (CPP) regime, making incoming calls free, also drew significant growth in the cellular subscriber base.

Although the subscriber base of public entities has also expanded, it has grown at a much lower rate as compared with private players. During 1998-2008, the subscriber base of PSU operators grew by merely 71.72 mn. The public sector has witnessed sustained depletion in its share in the total subscriber base over the years, as it has been on a comparatively lower growth trajectory.

The share of private sector in the total subscriber base has increased substantially from 4.7% in FY98 to 79.2% in FY09. Even though these figures signify the dominance of the private sector in terms of subscriber base, it is important to note that the prominence of private and public sector service providers varies in different segments of the telecommunication industry.

Segments in the Telecommunication Industry:Telecommunication services in India can be divided into two broad segments, wire line services and wireless services. While the wire line services include the fixed line telephony, wireless services comprise mobile, WLL (F) and WLL (M). On the whole, the Indian telecom industry has made significant progress; however, the source of emergence of this growth in terms of wireless and wire line segments has undergone substantial change in the past few years. The wire line segment, which accounted for a major share of the telecom industry during beginning of the current decade, has witnessed a decline in its subscriber base in the last 2 years. The subscriber base of the wire line segment, which reached a peak of 41.54 mn during FY06, has witnessed a declining trend since then. The subscriber base of the wire line segment has declined to 37.96 mn in FY09 from its peak in FY06. On the other hand, the growth in subscriber base of the wireless segment has increased substantially over these years. The subscriber base of the wireless segment has increased from around 6.70 mn in FY02 to as much as 391.76 mn in FY09. Over these years, not only the number of wireless subscribers but also the pace of its growth has increased substantially.

Other telecommunication services such as internet services, broadband services, VSAT, also have evolved gradually and have become an integral part of the Indian telecom industry. Thus, broadly the Indian telecommunication industry can be classified into the following segments:

Wire line services

Wireless service: GSM and CDMA

Internet services

Public Mobile Radio Trunked Services

Global Mobile Personal Communication by Satellite (GMPCS)

Very Small Aperture Terminals (VSAT)

Mobile Value Added Services

Wire line ServicesThe wire line segment includes basic wire line services rendered to households, commercial units and to service providers such as public call offices. While the incumbent psus have been the dominant players in wire line service, some private players have been gradually making their presence felt in this segment. As on March 31, 2008, 5 licensed private operator groups were providing wire line connections in addition to the incumbent BSNL and MTNL.

Market Share in Terms of Subscriber BaseBSNL and MTNL have been key players in the wire line service. Even though private players have been allowed to participate in fixed services since 1994, they only have around 13% contribution in the fixed line subscriber base (as on March 31, 2009). Though private players like Bharti and Reliance have registered notable growth, the Government-owned BSNL dominates the segment in terms of subscriber base. The public sector companies enjoy a first-mover advantage in this segment and this is likely to have helped them seize a substantial share in the wireline market and maintain their dominance in this segment. The public sector accounts for almost 87% of the subscriber base of the fixed line services (as on March 31, 2009); however, over the years, the share of private sector has witnessed some improvement.

Wireless ServicesWireless services can be further divided into Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). The WLL (F) is operated under the CDMA technology. The GSM services, which account for 73% of the total subscriber base of the wireless service, dominate the wireless segment.

Wireless Subscriber Market Share: Service Wise (GSM & CDMA)The wireless services have witnessed significant growth in the past few years. India primarily follows the GSM mobile system, in the 900 mhz and 1800 mhz band. The 900 mhz band has greater transmission characteristics, thereby enabling lower capital expenditure for expansion of coverage area as the number of towers and base stations required are lesser as compared to the 1800 mhz band.

The wireless services segment of the telecom industry clocked an annual average growth of around 63.79% during FY05- FY09. India has overtaken the USA to become the second-largest wireless network in the world, and is second only to China, with the addition of about 8 million subscribers every month in the recent times. By end of FY09, the wireless industry had touched the 391.76-mn-subscriber-mark. This total subscriber base of FY09 comprise of 297.26 mn GSM subscribers and 94.50 mn CDMA subscribers. During FY09, around 130.69 mn subscribers were added in the wireless segment of the telecommunication industry.

Private sector players have played an important role in the rapid growth of the wireless segment. The private players account for around 86% of the total wireless subscriber base. While public sector has been instrumental in the development of the wire line service, the growth in wireless subscriber base for these entities has been relatively slower compared to the private players. Currently 12 wireless service providers (including 2 psus) exist and compete in different regions. However, only 2 private players, Bharti and Reliance Communications, have nationwide presence along with state-owned entities, MTNL and BSNL, which together represent an additional pan-India presence. Many players have been taking initiatives to expand operations across the country. The GSM sector is dominated by players such as Airtel, Vodafone-Essar, and Idea Cellular, while the CDMA sector is dominated by Reliance and Tata Indicom. Bharti Airtel is the largest GSM mobile operator in India and has a subscriber base of 93.92 million followed by Vodafone-Essar, BSNL and Idea Cellular with a subscriber base of 68.77 mn, 46.71 mn and 38.89 mn, respectively. Reliance Communication is the largest CDMA mobile operator with a subscriber base of 52.65 mn followed by Tata Teleservices and BSNL that have a subscriber base of 35.12 million and 5.44 million, respectively. Only Reliance Communication and Tata Teleservices offer both GSM and CDMA networks.

Internet ServicesInternet services in India have witnessed significant growth in the last few years owing to increased presence of the private players and emergence of new technologies. A significant improvement has also been seen in the quality of internet services given the substantial up gradation of telecom infrastructure. The subscriber base of internet services reached 13.50 mn on March 31, 2009 as compared with 0.09 mn in 1997. During the last 5 years (FY05-FY09), the subscriber base of internet services registered an average annual growth of 24.46%, primarily driven by the rapid growth in subscriber base of the public sector players.

The public sector players dominate the internet market accounting for almost 69.30% of the total internet subscriber base. Among the public sector players, BSNL rules the internet provision market with a market share of around 53.61% followed by MTNL that accounted for 15.69% as at end March 31, 2009. Among the private players, Bharti Airtel Ltd has the highest internet subscriber base of 1.08 mn followed by Reliance Communications Infrastructure Ltd, which has a subscriber base of 0.93 mn.

In addition to the internet subscribers, around 117.82 mn wireless data subscribers also access the internet through wireless (GSM and CDMA) networks; in fact, broadband connections also have witnessed significant growth in the past few years. According to the Broadband Policy 2004, the broadband connection is an always-on internet access with a minimum speed of 256 Kbps from the Internet Service Providers (ISP) Node to the customer premises equipment (CPE). The broadband subscriber base has surged to around 6.20 mn by end March 09 as against 0.18 mn at end March 05, registering a CAGR of around 142% during this period.

As at end March 2009, there were around 95 broadband service providers. However, around 96.95% of the total broadband subscriber base was accounted for by the top 10 players. In fact BSNL alone accounts for almost 57.24% of the total broadband subscriber base.

Internet telephonyInternet telephony is growing at a steady pace in India. According to the existing licensing policy, PC-to-PC internet telephony calls are allowed without any restriction. A PC or adapter can be used to call Public Switched Telephone Network (PSTN) / Public Land Mobile Network (PLMN) abroad; however, Internet telephony calls from such devices to PSTN/PLMN in India are not permitted. The Internet telephony has been permitted to all isps with effect from August 24, 2007. A total of 34 isps provided Internet telephony services in India (as on the quarter-ended March 31, 2009).

Public Mobile Radio Trunked ServicesPublic Mobile Radio Trucking Service (PMRTS) is an easy-to-use two-way radio communication, mainly used for command and control and group talking while on the move. PMRTS is used mostly in hotels, tour agencies, airports and hospitals among other places. Sixteen operators provide PMRTS in India (as on March 31, 2009).

Global Mobile Personal Communication by Satellite (GMPCS)GMPCS services allow a subscriber to communicate from any point on earth through a handheld terminal. Under these services, the telephone numbers of users remain unchanged, irrespective of their location. GMPCS services have been operational in India since 1999. As on date, there is no license for providing GMPCS service in India.

Very Small Aperture Terminals (VSAT)VSAT is a communication system in which the radio signals are received and transmitted through a satellite. VSAT has a less than 3 meter tall dish antenna that relays data to the satellites in the geosynchronous orbit, which then relays data from terminals on earth to other terminals and hubs located in various parts of the world. It is an economical and viable option to connect different geographical locations. It provides connectivity to the points where regular systems or wired lines fail to reach and last mile connectivity is difficult to achieve. Vsats are mostly used for various types of communications as well as to transfer broadband data such as voip, satellite Internet and video or narrowband data such as polling, SCADA (Supervisory Control and Data Acquisition), credit cards transactions and RFID (Radio Frequency Identification). In India the VSAT services market is growing rapidly. Currently, 9 VSAT service providers are offering VSAT services in India.

Mobile Value added Services (MVAS)Over the last few years, Mobile VAS has gained significance as it has been emerging as a potential alternative revenue stream. VAS enables the subscriber to use the mobile phone for a host of purposes such as for sending short messages, pictures, to surf the Internet, for mobile banking including mobile payments, to read news headlines, astrology, to listen to music, to play games and to seek various other types of information. Provision of VAS is either directly done by the telecom operators or by a third party VAS Provider (VASP). Services such as SMS, GPRS are provided directly by the telecom operators and others such as astrology, ring back tunes are provided by the vasps. In most cases, the contents used for providing VAS are sourced from content providers/content developers or copyright owners known as content owners. Bulk of VAS services currently being provided by the mobile operators in India are in the form of SMS, ringtone and caller ring back tones (CRBT).

TELEPHONE

The telephone or phone (Greek: tele = far away and phone = voice) is a telecommunications (Telecommunication is the extension of communication over a distance) device that transmits sound to great distances. In simple words, it is a system that converts sound, specifically the human voice, to electrical impulses of various frequencies and then back to a tone that sounds like the original voice.

In 1831, Englishman Michael Faraday (1791-1867) proved that vibrations of metal could be converted to electrical impulses. This was the technological basis of the telephone, but no one actually used this system to transmit sound until 1861. In that year, Johann Philip Reis (1834-1874) in Germany is said to have built a simple apparatus that changed sound to electricity and back again to sound. It was a crude device and was incapable of transmitting most frequencies so it was never fully developed. TELEPHONE EXCHANGEIn the field of telecommunications, a telephone exchange (telephone switch) is a piece of equipment that connects phone calls. It is what makes phone calls "work" in the sense of making connections and relaying the speech information.

The term exchange can also be used to refer to an area served by a particular switch. There are basically two uses for switches; one is the local switch and the other one is the tandem switch (long haul switch).

The local switch, also called the CO (Central Office). The CO will handle all the calls in your local area. The long haul switch will handle calls going to another NPAA local call-(Numbering Plan Area).If you are dialing out to another number in your area the call will go from your local switch to that persons local switch but if you are calling Long Distance the call will go from local switch to a tandem switch and from that tandem switch will connect to another tandem switch to a local switch. A Telephone Switch is the brain of an exchange. It is a device for routing calls from one telephone to another.

I). TELEPHONE TERMINOLOGY- (Basic terms used)

Telephone: -

The telephone or phone (Greek: tele = far away and phone = voice) is a telecommunications device that transmits sound great distances.

Telephone number: -

Telephone number is a string of decimal digits that uniquely indicates the network termination point. The number contains the information necessary to route the call to this point.Telecommunication: -

The science and technology of transmitting information or data over a network using electrical or optical impulses. The elements of a telecommunication system are a transmitter, a medium and possibly a channel imposed upon the medium and a receiver.

Telephone exchange: -

Telephone exchange is a piece of equipment that connects phone calls. It is what makes phone calls "work" in the sense of making connections and relaying the speech information.

Called party: -

The person who (or device that) answers a telephone is the called party.

Calling party: -

The person who (or device that) initiates a telephone call over the public switched telephone network is the calling party.

Dial tone: -

A dial tone is a telephony signal used to indicate that the telephone exchange is working and ready to accept a call.

Cordless telephone: -

Cordless telephone is a telephone with a wireless handset which communicates with a base station connected to a fixed telephone landline (POTS) via radio waves and can only be operated close to (typically less than 100 metres of) its base station, such as in and around the house. Ringing signal: -

A ringing signal is a telephony signal that tells the user that there is an incoming call. This is created by sending an alternating current signal of about 100 volts into the line, where a high-impedance electromagnet is triggered to ring a bell on the phone. In the days of the manual switchboard, there was a pair of copper wires running from every house to a central office in the town. The switchboard operator sat in front of a board with one jack for every pair of wires entering the office. There was a small light above each jack. Whenever somebody picked up the receiver, the light bulb above operators jack on the switchboard alerted the operator. The operator would then connect his/her headset into that jack and ask who the person would like to talk to. Then the operator would then take a wire from his/her socket on the switchboard and plug it into the other persons socket and then sent a ring signal to the receiving party and wait for the party to pick up the phone. Once the receiving party picked up, the operator would connect the two people together. When the call was completed, you would hang up your receiver and the operator would remove the plug from the called party's socket. For long distance call if you wished to make a call to someone outside your own local exchange, say to the next exchange, your operator would call an operator at the adjacent exchange and then ask it to connect through to the desired subscriber. If you wanted to call someone much farther away then the call would have to be setup with a whole chain of operator each one calling the next. As such although long distance calls were possible, it was a complicated process and involved a lot of operators.

ELECTRONIC EXCHANGE

To overcome the limitations of manual exchange, an American named Almon B. Strowger invented the automatic telephone exchange. It was designed to replace the need for human telephone operators. These came into existence in early 1900s.Before the exchanges became automated, operators had to complete the connections required for a telephone call. Almost everywhere, operators have been replaced by computerized.

The local exchange automatically senses an off hook telephone condition and provides dial tone to that phone, receives the pulses or DTMF tones generated by the phone, and then completes a connection to the called phone within the same exchange or to another distant exchange. The exchange then maintains the connection until a party hangs up, and the connection is disconnected.Stronger patented the Stronger switch on March 10, 1891 but it was installed in 1892. The first Stronger exchange opened in La Porte, Indiana, in 1892. But its main problems were the multiplicity of wires the users' had to count and remember the number of button presses to dial a number.

Recognizing these difficulties, Stronger kept working on improvements to his system. By l896, he reduced the number of wires from five to three, and replaced the push-button arrangement by a rotary dial. Eventually, Strowger's system needed only one pair of wires and a metallic return circuit between the telephone and the exchange to carry both conversation and dialing information and that arrangement worked very well.

As time went by, transmission as well as switching systems continued to develop. A technique for saving expensive connections was introduced into the long-distance networks: frequency division multiplexing (FDM). This technique was developed around 1910, but was not implemented until 1950 when about 1,000 channels were transferred on the same cable (the coaxial cable).

Digital multiplexing (based on PCM), which was introduced around 1970, also made transmission networks less expensive while at the same time improving transmission quality. It then became necessary to computerize the control of the exchanges. The first computer-controlled exchange was put into service in 1960 in the US.

FACILITIES TO THE SUBSCRIBER

Call Waiting: Call waiting means alerting the subscriber of another incoming call on his telephone while he is already in conversation. This facility allows the subscriber to take the second call keeping the first party on hold.

Call Forwarding: The call forwarding facility enables the subscriber to transfer/forward incoming calls to another telephone number when the subscriber is not available to receive calls on his own telephone. Through call forwarding facility subscriber can leave his office or home without having to miss important calls.

Hotline: This facility enables the subscriber of an electronic exchange to get connected to another telephone of his choice either at any other outstation without dialing the telephone number. After the arrangement is made for the subscriber by the exchange, just lift your receiver and you will get the normal dial tone. If you wait for 5 seconds the exchange will connect you automatically to the HOTLINE number.

Electronic STD / ISD Lock: NSD/ISD locking completely eliminates misuse of your NSD/ISD facility by others. It prevents unauthorized NSD/ISD calls from your telephone. It is a system by which a subscriber connected to an electronic telephone exchange can lock/unlock NSD/ISD facility on his telephone. It works on a secret code selected by the subscriber from the digits 0 to 9. This code is registered with the exchange and used for opening and locking NSD/ISD facility on your telephone line. This code can be changed by the subscriber as often as he needs.

Call Alert: Call Alert means alerting the subscriber of another incoming call on his telephone while he is already in conversation. This facility allows the subscriber to take the second call keeping the first party on hold.

Wake Up/Reminder Call: This facility enables the subscriber to get reminded / woken up at a predetermined time.

Call Hunting: This facility automatically transfers your incoming call to a free line. Subscriber need not indicate numerous numbers of their organization on their visiting cards or business letters. Principal number need only be indicated or printed. By availing the call hunting facility for a group of numbers of an

organization, if the principal number is dialed the exchange will automatically hunt for a free number in the same group and the incoming call will land on free number.

Abbreviated Dialing: This facility enables the subscriber to have his own two digit codes for frequently called telephone number. With this facility the subscriber can assign 2-digit code to often-dialed numbers.

.Repeat Dialing (Automatic call back): Allows you to dial a code to have your phone continuously attempt to redial a busy number that you tried to call.

Priority Ringing (Distinctive Ringing): Allows you to program your telephone line to ring with a special ringing pattern whenever you are called from a select list of phone numbers.

Caller Id: It allows you to see the calling party's phone number before answering a call.

Telephone Conference Bridge: Allows people in various locations to simultaneously talk with one another.

Voice Mail service: Allows a customer to have a personal answering machine without the added cost of buying a new piece of equipment. Will take message when you are not home or when you are on another line.

Selective Call Acceptance: Allows subscribers to select those telephone numbers from which they are willing to accept calls.

Selective Call Rejection (Call Screening): Allows you to create a list of phone numbers from which you do not wish to receive calls. TRANSMISSION MEDIA Over Head Wiring:

It was used earlier; only 24 subscribers could talk at a time. It is rarely used now.

Underground cables:

These are modified cables. 4200 people can talk at a time. It needs amplification every 40kms due to attenuation.

O.F.C.:

These are optical fiber cables. The problem on amplification on the way is removed. Its range is 60kms and one can find a big city i n this range where amplification is done in the exchange.

Satellite Communication:

In this, the signals are transmitted via satellite. It is used for overseas communication.

UHF/Microwave:

The signals are transmitted using antenna in Ultra High Frequencies or microwave frequencies. This media is used for distance which is in line of sight. For longer distances various antennas are used. Underwater Cables:

Cables are laid in the sea. In case of satellite failure these cables proves a stand by media. These cables are laid in reserved areas where ships and submarines are not allowed to enter. 2. INTRODUCTION OF THE ORGANIZATION

Bharat Sanchar Nigam Limited(abbreviatedBSNL) is an Indianstate-ownedtelecommunicationscompany headquartered inNew Delhi, India. It was incorporated on 15 September 2000. It took over the business of providing of telecom services and network management from the erstwhile Central Government Departments of Telecom Services (DTS) and Telecom Operations (DTO), with effect from 1 October 2000 on going concern basis. It is the largest provider offixed telephonyand fourth largestmobile telephonyprovider in India, and is also a provider ofbroadbandservices. However, in recent years the company's revenue and market share plunged into heavy losses due to intense competition in the Indian telecommunications sector.

BSNL is India's oldest and largest communication service provider (CSP). It had a customer base of 95 million as of June 2011.It has footprints throughout India except for the metropolitan cities ofMumbaiandNew Delhi, which are managed byMahanagar Telephone Nigam(MTNL).

Contents

1Services 2Administrative units 3History 4Challenges 5BSNL - MTNL Merger Plans 63G 6.13G Coverage 7Recognitions 8Competitors 9Quality of Service 10Censorship 11See also 12ReferencesServices

BSNL provides almost every telecom service in India. Following are the main telecom services provided by BSNL:

Universal Telecom Services: Fixed wire line services and landline in local loop (WLL) using CDMA Technology calledbfoneandTarang respectively. As of 30 June 2010, BSNL had 75% market share of fixed lines.

Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile Telephone services using GSM platform under the brand name Cell one & Excel (BSNL Mobile). As of 30 June 2010 BSNL has 13.50% share of mobile telephony in the country.[7] WLL-CDMA Telephone Services: BSNL's WLL (Wireless in Local Loop) service is a service giving both fixed line telephony & Mobile telephony.

Internet: BSNL providesInternet accessservices through dial-up connection (as Sancharnet through 2009]) as Prepaid, Net Oneas Postpaid and ADSL broadband as BSNL Broadband.]BSNL held 55.76% of the market share with reported subscriber base of 9.19 million Internet subscribers with 7.79% of growth at the end of March 2010. Top 12 Dial-up Service providers, based on the subscriber base, It Also Provides Online Games via itsGames on Demand(GOD)

Intelligent Network (IN): BSNL offers value-added services, such as Free Phone [11]Service (FPH), India Telephone Card (Prepaid card), Account Card Calling (ACC), Virtual Private Network (VPN), Tele-voting, Premium Rae Service (PRM), Universal Access Number (UAN).

3G:BSNL offers the '3G' or the'3rd Generation' services which includes facilities like video calling, mobile broadband, live TV, 3G Video portal, streaming services like online full length movies and video on demand etc.

IPTV: BSNL also offers the 'Internet Protocol Television' facility which enables customers to watch television through internet.

FTTH: Fiber To The Home facility that offers a higher bandwidth for data transfer. This idea was proposed on post-December 2009

Helpdesk: BSNL's Helpdesk (Helpdesk) provide help desk support to their customers for their services.

VVoIP: BSNL, along with Sai Info system - an Information and Communication Technologies (ICTs) provider - has launched Voice and Video Over Internet Protocol (VVoIP). This will allow to make audio as well as video calls to any landline, mobile, or IP phone anywhere in the world, provided that the requisite video phone equipment is available at both ends

WiMax: BSNL has introduced India's first 4th Generation High-Speed Wireless Broadband Access Technology with the minimum speed of 256kbit/s. The focus of this service is mainly rural customer where the wired broadband facility is not available.

Administrative units

BSNL is divided into a number of administrative units termed as telecom circles, metro districts, project circles and specialized units. It has 24 telecom circles, 2 metro districts, 6 project circles, 4 maintenance regions, 5 telecom factories, 3 training institutions and 4 specialized telecom units.

History

BSNL, then known as theDepartment of Telecommunications, had been a near monopoly during the socialist period of the Indian economy. During this period, BSNL was the only telecom service provider in the country.MTNLwas present only in Mumbai and New Delhi. During this period BSNL operated as a typical state-run organization, inefficient, slow, bureaucratic, and heavily unionized. As a result subscribers had to wait for as long as five years to get a telephone connection. The corporation tasted competition for the first time after the liberalization of Indian economy in 1991. Faced with stiff competition from the private telecom service providers, BSNL has subsequently tried to increase efficiencies itself. DoT veterans, however, put the onus for the sorry state of affairs on the Government policies, where in all state-owned service providers were required to function as mediums for achieving egalitarian growth across all segments of the society. The corporation (then DoT), however, failed to achieve this and India languished among the most poorly connected countries in the world. BSNL was born in 2000 after the corporatization of DoT. The corporatization of BSNL was undertaken by an external international consulting team consisting of a consortium of A.F.Ferguson & Co, JB Dadachanji and NM Rothschild - and was probably the most complex corporatization exercise of its kind ever attempted anywhere because of the quantum of assets (said to be worth USD 50 Billion in terms of breakup value) and over half a million directly and indirectly employed staff. Satish Mehta, who led the team later, confessed that one big mistake made by the consortium was to recommend the continuation of the state and circle based geographical units which may have killed the synergies across regions and may have actually made the organization less efficient than had it been a seamless national organization. Vinod Vaish, then Chairman of the Telecom Commission made a very bold decision to promote younger talent from within the organization to take up a leadership role and promoted the older leaders to a role in licensing rather than in managing the operations of BSNL. The efficiency of the company has since improved, however, the performance level is nowhere near the private players. The corporation remains heavily unionized and is comparatively slow in decision making and its implementation, which largely acts at the instances of unions without bothering about outcome. Management has been reactive to the schemes of private telecom players. Though it offers services at lowest tariffs, the private players continue to notch up better numbers in all areas, years after year. BSNL has been providing connections in both urban and rural areas. Pre-activated Mobile connections are available at many places across India. BSNL has also unveiled cost-effective broadband internet access plans (Data One) targeted at homes and small businesses. At present BSNL envoys around 60% of market share of ISP services.

Year of Broadband 2007

2007 was declared as "Year of Broadband" in India and BSNL announced plans for providing 5 million broadband connectivity by the end of 2007. BSNL upgraded Data one connections for a speed of up to 2 Mbit/s without any extra cost. This 2 Mbit/s broadband service was provided by BSNL at a cost of just US$ 11.7 per month (as of 21 July 2008 and at a limit of 2.5GB monthly limit with 0200-0800 hrs as no charge period). Further, BSNL is rolling out new broadband services such astriple play. BSNL planned to increase its customer base to 108 million customers by 2010. With the frantic activity in the communication sector in India, the target appears achievable.BSNL is a pioneer of rural telephony in India. BSNL has recently bagged 80% of US$ 580 m (INR 25billion) Rural Telephony project of Government of India.

On 20 March 2009 BSNL advertised the launch ofBlackBerryservices across its Telecom circles in India. The corporation has also launched 3G services in select cities across the country. Presently, BSNL and MTNL are the only players to provide 3G services, as the Government of India has completed auction of 3G services for private players. BSNL shall get 3G bandwidth at lowest bidder prices of Rs 185billion, which includes Rs 101.86billion for 3G and Rs 83.13billion for BWA.

As of December 2011, many other private operators have started rolling out their 3rd Generation (aka 3G) services alongside and are enjoying some success in their campaigns to get market share. While BSNL still maintains its connectivity standard and expands to many more areas including rural areas with their 3G services. Also the network infrastructure has been upgraded from to provide 3.6 Mbit/s to 7.2 MBits/sec. It is enjoying a slow but somewhat steady success in gaining market share in this regard.

The introduction of MNP(Mobile Number Portability) which is an service that lets the consumer change wireless service providers while retaining their actual mobile number, BSNL has seen many customers opting for this service to move away from the services to other operators. Despite this as the Indian Wireless market grows BSNL still has a loyal base of subscribers and many more subscribers being added to it every day. This provides customer services for 95 million as of June 2011.

BSNL announced the discontinuation of its telegram services from 15 July 2013, after 160 years in service. It was opened to the public in February 1855; in 2010 it was upgraded to a web-based messaging system in 2010, through 182 telegraph offices across India.

Challenges

During the financial year 200809 (from 1 April 208 to 31 March 2009) BSNL has added 8.1 million new customers in various telephone services taking its customer base to 75.9 million. BSNL's nearest competitorBharti Airtelis standing at a customer base of 62.3 million. However, despite impressive growth shown by BSNL in recent times, the Fixed line customer base of BSNL is declining. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under One India plan, however, the success of the scheme is not known and BSNL faces bleak fiscal 2009-2010 as users flee.

Presently there is an intense competition in Indian Telecom sector and various Telcos are rolling out attractive schemes and are providing good customer services. But situation as on 2012, BSNL will be third largest operator (Service) and No 1 access operator in the country. As per the TRAI Report 2011-12, BSNL became the most trustworthy brand due to its loyalty towards customers and its rule.

Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for providing service in non-lucrative areas, especially rural areas) has been slashed by 20% byTRAI, w.e.f. 1 April 2009. The reduction in ADC may hit the profits of BSNL.

BSNL has started 3G services in 290 cities and acquired more than 600,000 customers. It has planned to roll out 3G services in 760 cities across the country in 2010-11. According to users and big sources BSNL's 3G data speed is much higher than other operator and also it is competitively cheap.

Broadband services: The shift in demand from voice to data has revolutionized the very nature of the network. BSNL is poised to cash on this opportunity and has planned for extensive expansion of the Broadband services. The Broadband customer base of 3.56 Million customer in March'2009 is planned to be increased to 16.00 million by March 2014.On 13 June 2012, BSNL employees participated called off an earlier planned nationwide strike against discriminatory policies of BSNL management upon promise by Management to resolve the Demands of the protesting unions.

In March 2013, BSNL was also (according to one study) a major transit point for internet spam

BSNL - MTNL Merger Plans

On 23 February 2011, The Department of Telecommunications (DoT) said it wanted to revive a proposal for the merger of state-owned operators BSNL and MTNL. In its draft plan, the department while showing concern over the deteriorating performance of BSNL and MTNL said that BSNL and MTNL should be merged as they have complimentary operations and can combine their strengths for synergies. DoT said the government should set up a multi-stakeholder committee to develop a restructuring plan for both firms. The committee should have members from public enterprises, the DoT, department of IT and ministry of finance. However, the BSNL's staff unions are opposing this merger tooth and nail realizing that MTNL is in dire state and need help of its big brother, BSNL, to alleviate itself from getting into red balance sheet. MTNL in spite of having its operations in two big metro cities viz. New Delhi & Mumbai is realizing cascading fall in revenue and profits for the past 10 successive years. The telecommunication operators should focus on enterprise business, services to government and the public sector, value-added services and technologies like 3G, the department recommends.

3G

While it did not participate in the 3G auction, BSNL paid the Indian government Rs. 101.87billion for 3G spectrum in all 20 circles it operates in. State-ownedMTNLprovides 3G services in the other 2 circles -DelhiandMumbai. Both these state-owned operators were given a head start by the government in the 3G space by allotting the required 3G spectrum, on the condition that each will have to pay an amount which will be equivalent to the highest bid in the respective service areas as and when the 3G auctions take place.]BSNL recently launched a 3G wireless pocket router named Wink net Mf50 for 5800/- Indian rupees. It was released in collaboration with another telecom service provider Shyam networks. Wink net Mf50 enables you to connect multiple devices to the internet using a single sim card.

3G Coverage

BSNL has the largest 3G network in India. Additionally, BSNL 3G services usually cover not only the main town/city but also the adjoining suburbs and rural areas as well. As of now BSNL has 3G services in 826 cities across India.The following is a list of BSNL 3G enabled towns/cities. This list covers only BSNL 3G services provided throughHSDPA/HSUPAandHSPA+forGSM subscribers and notEVDOforCDMAsubscribers.Note:This list may not be complete as new towns/cities are added regularly.

Recognitions

The Brand Trust Reportpublished by Trust Research Advisory ranked BSNL in the 65th position of the list of Most Trusted brands.

Competitors

BSNL competes with 14 other mobile operators throughout India. They areAircel,Airtel,Idea,Loop Mobile,MTNL,MTS,Reliance Communications,Tata DoCoMo,Uninor,Videocon,Virgin MobileandVodafone.

Quality of Service

BSNL goes by the motto "Connecting India, faster and displays the same at their homepage. BSNL offers seamless coverage in almost all forests of India in collaboration with state forest department.

Censorship

BSNL enforces censorship of online content as per orders of IndianDepartment of Telecom.

Bayimg.com blocked by orders of DepartmentonBSNLnetwork

BSNL Broadband Bsnl Mobile Sancharnet Telecommunications Statistics in IndiaIn the present study the Bharat Sanchar Nigam Limited (BSNL) is chosen and its structural and organization aspects have been analyzed. This study has been carried out at BSNL regional office at Tiruchirappalli, Tamil Nadu for about a month. It is one of the largest and leading public sector units providing comprehensive range of telecom servicesin India.BSNL is the only service provider, making focused efforts and planned initiatives to bridge the rural-urban digital divide in ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook and corner of the country and operates across India except New Delhi and Mumbai(serviced by Mahanagar Telephone Nigam Ltd) . Whether it is inaccessible areas of Siachen glacier or North-Eastern regions of the country, BSNL serves its customers with a wide bouquet of telecom services namely Wire line, CDMA mobile, GSM mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP, IN Services, FTTH, etc. BSNL is number one of India in all services in its license area. The company has vast experience in planning, installation, network integration and maintenance of switching and transmissionnetworks In the present work an attempt is made to give a comprehensive report on the...

Bharat Sanchar Nigam Limited

TypeState-owned enterprise

IndustryTelecommunications

Foundedincorporated 15 September 2000 with effect from 1 October 2000

HeadquartersNew Delhi, India

Key peopleR.K. Upadhyay(Chairman & MD)

ProductsFixed lineandmobile telephony,Internetservices,digital television,IPTV

Revenue279.33 billion(US$4.3billion) (2011-12)[1]

Net income-88.51 billion(US$1.4billion) (201112)

Total assets1176.32 billion(US$18billion) (201112)[2]

Owner(s)Government of India

Employees254,499 (as on 27 February 2013)[3]

Websitewww.bsnl.co.in

Bharat Sanchar Nigam Limited (BSNL) JaipurBharat Sanchar Nigam Limited (abbreviated BSNL) offers mobile and fixed communications, including both dial-up and broadband internet, phone service, mobile phone and mobile internet, as well as television over internet (IPTV). Mobile phone service is offered under the BSNL Mobile brand.

Bharat Sanchar Nigam Limited (BSNL) Jaipur problems

-24 hours-12 hoursNow

3. RESEARCH METHODOLOGY3.1TITLE OF THE STUDY Customer Relationship Management with reference to BSNL. 3.2 DURATION OF THE PROJECT:My training in BSNL was from 01St April 2015 to 15th April 2015. They were approximately 15 working days.

3.3 OBJECTIVES OF THE STUDY

To find out audience attitude towards different BSNL packages.

To find out influence of advertisements on respondents buying behaviour.

To find out audience preferences towards BSNL.

To find out most likely advertisements.

To find out different services provided by BSNL.

3.4 TYPE OF RESEARCH Research design is based on the Descriptive Method so as to describe the characteristics of the market.

RESEARCH METHODOLOGYFollowing in order to complete report of BSNL, following methodology has been adopted.

The very first step taken by me is that I have collected all the reports & companies investing activity report for analysis, after that I have extracted The details which will be needed for cash flow analysis of current year with previous year.

There are two types of data collection: PRIMARY DATA SECONDARY DATA

PRIMARY DATAIt means collection of information for the first time. In order to collect such type of information a questionnaire is to be constructed and information should be collected from the respondent.SECONDARY DATASecondary data is that which has already been collected by others since my project is based on the data which has already been collected by the Bharat Sanchar Nigam Limited.

In my project report the data has been collected from both regional office as well as circle office of BSNL.

For the collection of this data I have met Mr. Kamlesh Sharma (Junior Account Officer) TRA of the regional office & Mr. Sisir Rajpal Kumar (Account Officer) TRA of circle office of BSNL Dehradun.

3.5 SAMPLE SIZE AND METHOD OF SELECTING SAMPLE

The research design of this report is exploratory. Though each research study has its own specific purpose but the research design of this project on BSNL is exploratory in nature as the objective is the development of the hypothesis rather than their testing.

The research designs methods of data collection. Through of visiting the market. So I meet customer personally and know the information and customer feedback I assume that 80% customer using the BSNL services and satisfied but some problems arises due to network problem in rural areas.Every report work is based on certain methodology, which is a way to systematically solve the problem or attain its objectives. It is a very important guideline and lead to completion of any report work through observation, data collection and data analysis.

Research Methodology comprises of defining & redefining problems, collecting, organizing & evaluating data, making deductions & researching to conclusions.

According to Clifford Woody Accordingly, the methodology used in the project is as follows: -

Defining the objectives of the study

Framing of questionnaire keeping objectives in mind (considering the objectives)

Feedback from the consumers, Analysis of feedback, Conclusion, findings and

suggestions.

Sampling Technique Used:-This research has used convenience sampling technique.

Sampling technique: - Convenience sampling is used in exploratory research where the researcher is interested in getting an inexpensive approximation of the truth. As the name implies, the sample is selected because they are convenient

Selection of Sample Size:

Survey of market of BSNL customer.

Sources of Data Collection:

Research will be based on two sources:

1. Primary data

2. Secondary data

1) Primary Data:

Survey: Primary data was collected by customer survey for BSNL.

2) Secondary Data:

Secondary data will consist of different literatures like books which are published,

Articles, internet, the company manuals and websites of companywww.bsnl.com.

In order to reach relevant conclusion, research work needed to be designed in

a proper way.

This research methodology also includes:- Familiarization with the concept of marketing and its various merits, demerits.

Thorough study of the information collected. Conclusions based on findings.

Statistical Tools Used

The main statistical tools used for the collection and analyses of data in this report_ bar Diagrams Line Charts

3.6 Scope of the study

The main problem area in the Firm was that the Firm is loosing its market share day by day. So the Firm wants to increase its market share by analyzing the other players product and services, present in the market. A detailed comparison on the basis of Price and Promotions is done in order to increase its reach towards the prospects

3.7 Limitations of Study

Financial analysis is a powerful mechanism of determining financial strengths

And weaknesses of a firm but, the analysis is based on the information available in the

Financial statements. We has also careful about the impact of price level chances,

Windows-dressing of financial statements, changes in accounting policies of BSNL,

Accounting concepts and conventions, and personal judgments etc.

Due to the following unavoidable and uncontrollable factors the factors, the result

Might not be accurate. Some of the problems faced while conducting the survey are as

Follows:-

Chances of some biasness could not be eliminated.

A majority of respondents show lack of cooperation and are biased towards

Their own opinions.

Some of the important Limitations of financial analysis are however, summed up as

Below:

It is only a study of interim reports.

Financial analysis is based upon only monetary information and non-monetary

Factors are ignored.

As the financial statements are prepared on the basis of a going concern, it

Does not give exact position. Thus accounting concepts and conventions cause

a serious limitation to financials analysis. Changes in accounting procedure by a firm may often make financial analysis

Misleading.

Analysis is only a means and not an end in itself. We has to make

Interpretation and draw own conclusion

Different people may interpret the same analysis in different ways.4. Introduction to the Topic

STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT;-

Developing a close, co-operative relationship with the customers is More important in the competition and demanding customers than It has ever before.

CONCEPT

Shani and chalasani (1992) define relationship marketing as An Integrated effort to identify, maintain and build up a network with Individual customers and to strengthen the network for mutual benefit Of both sides, through interactive, individualized and value added contacts over a long period of time.CRM can be defined as it is a comprehensive strategy and process of acquiring , retaining and patterning with selective customers to create superior value for the company and the customer. CHANGING APPROACH OF CRM

FACTORS CONTRIBUTED TO THE RAPID DEVELOPMENT AND EVOLUTION OF CRM IS:-

Growing de-intermediation process in many industries due to advent of sophisticated computer and telecommunication technologies that allow producers to directly interact with end customers.

Databases and direct marketing tools have given the means to individualize their marketing efforts. As a result, producers do not need those functions formerly performed by the middlemen.

The de-intermediation process and consequent prevalence of CRM is also due to growth of service economy. Since services are typically produced and delivered at the same institutions ,it minimizes the role of middlemen. A greater emotional bond between service provider and service user also develops the need for maintaining and enhancing the relationship.

Another force driving the adoption of CRM has been the total quality movement. When company embraced total quality management (TQM) philosophy to improve quality and reduce cost, it became necessary to involve suppliers and customers in implementing the program at all levels of value chain. This needed a close working relationship with customers, suppliers and other members of marketing infrastructure.

CRM PROCESS FRAME WORK

STEP 1: CRM FORMATION PROCESS

In, the formation process three important decision areas are.

A) CRM PURPOSE:

The purpose of CRM is to improve marketing productivity and enhance mutual values for the parties involved in the relationship. CRM has the potential to improve marketing productivity and create mutual values by increasing marketing efficiencies and enhancing marketing effectiveness.B) Defining the purpose would help in:

Clarify the nature of CRM programs and activities

Identifying suitable relationship partners who have the necessary expectations and capabilities to fulfill mutual goals.

c) DEVELOPING PROGRAMES FOR RELATIONSHIP:

There are three types of CRM programs: Continuity Program, Partnering Programs. These take different forms depending on whether they are meant for end Consumers, Distributor Customers, or Business CustomerSTEP 2: CRM GOVERNANCE PROCESS

The governance and management responsibilities are independently or jointly under taken by relational partners several issues must be addressed. ROLE SPECIFICATION

COMMUNICATION WITH CUSTOMERS

PLANNING PROCESS

PROCESS ALINGNMENT

HUMAN RESOURCE DECISION

PROPER MONITORING PROCESSSTEP 3: CRM PERFORMANCE EVALUATION PROCESS

Periodic assessment of results in CRM is needed to evaluate if programs are meeting

The expectations and if they are sustainable in long run. Performance evaluation also helps in making corrective actions in terms of relationship governance or in modifying

relationship marketing objectives and program features.

STEP4: CRM EVOLUTION PROCESS

Individual customer relationships and CRM programs are likely to undergo evolution as they mature. Some evolution paths may be preplanned, while others would naturally evolve. In any case, several decisions have to be made by partners involved about the evolution of CRM programs.

CRM BUSINESS CYCLE

.5. FACTS AND FINDING

The majority of respondents spend 20-30 minutes per day on mobile.

Mostly respondents use mobile after 8 p.m. & in afternoon.

Mostly respondents prefer hello tunes on their mobiles.

Respondents like to commercial ads said that it increase there awareness & knowledge about new product. Majority respondent attract towards entertaining ads.

Mostly people said that ads influence their buying behaviour.

In the opinion of many respondents celebrity should not advertise because the youth initiate as their role model had done in ads.

The most hello tunes are Holle-holle, Dhadkan, Rab ne bana di jodee, Fashion ka jalwa.

In automobiles ads most people give first rank to BSNL.

6. ANALYSIS AND INERPRETATIONMobile Ownership among respondents

Yes95%

No5%

People using mobiles

Figure 1Nearly 95% of the respondents want mobiles and only 5% of them confessed that they do not want mobile. So its clear that mostly semi urban people like mobiles.

Time Spend On Using Mobiles

10-20 minutes80%

20-30 minutes7%

30-40 minutes4%

More than 1 hour9%

Figure 280% respondents spend 10-20 minutes on mobiles while 7% respondents spend 20-30 minutes. Followed by 4% 30-40 minutes & only 9% more than 1 hour. It means that most people use the mobile only for 10-20 minutes.

SATISFACTION LEVEL TOWARDS ONLINE SERVICES

SATISFIED10%

NOT SATISFIED90%

Figure 390% respondents are satisfied with online services and 10% are not satisfied with these services.

OVERALL CUSTOMER SATISFACTION TOWARDS BSNL

FULLY SATISFIED30

SOMEWHAT SATISFIED55

NOT SATISFIED15

Figure 430% customers are fully satisfied with the BSNL SERVICES and 55% are somewhat satisfied and finally 15% are not satisfied with the services.

POTENTIAL SEGMENTBSNL USEROTHERSNONE

STUDENTS403030

WORKING254530

BUSINESS PURPOSE60400

NON WORKING154936

Figure 540% students are using bsnl services,25% working persons ,60% for business purpose and 15% non working students are using this bsnl.so we conclude that it is mostly used for business purposes.

Time of using MobileAfter 8 p.m.10%

After 10 p.m.30%

In the afternoon20%

Any other time40%

Figure 6Mostly people nearly 40% use mobile services at 8 p.m. & while 20% people use mobile in the afternoon. Followed by 30% after 10 p.m. & 10% any other time. So, bsnl services must be good after 8 p.m. & in the afternoon.

Respondents opinion about celebrities in advertisement

Yes55%

No45%

Figure 755% of the respondents say that celebrities should not advertise while 45% of them says that they love watching celebrities in ads. There is some confusion among people on this question. 55% say celebrities should not advertise because youths considered them as role models. 7. SWOT ANALYSISStrength1. The turnover nationwide coverage never comprehensive range of telecom services and the desire to excel has made BSNL the number one telecom company in India.

2. Wide coverage first mover advantage launches new and attractive schemes.

3. Last market shares around 25.1% good service providers.

4. Customer's friendly service excess around all over India (Billing transaction) provides all services under one roof.

5. Largest revenue generating company. BSNL is miles ahead of its rival with 35.1 in vision basic phone subscriber that is 85% share of subscribes base and 92% share in revenue terms.

6. BSNL is numerous Uno operator of India in all services in its license areas.

7. BSNL is an only services provider making focused efforts and planned initiative to bridge the rural and urban digital divide ICT sector.

8. BSNL serves its customers with its wide bouquet of telecom services.

9. The company has vast experience and planning.

10. The centralized structure.

11. Net profit- present turnover of BSNL is more than Rs. 351820-00 million with net profit to the line of Rs. 99390 million for last financial year.

Weaknesses1. BSNL is not so customer friendly.

2. Network problems like congestion server down problem mainly in the evening time.

3. Because of the large coverage area and due to leased lines the company has incurred high maintenance costs.

4. Lack of proper implementation of services.

5. Inconsistent in working practice.

6. Since the company launched so many brands so the company loosed its special position in consumer minds.

7. Less coordination in working culture or working staff.

8. Brand dilution- It occurs when consumer is no longer associated with a specific product or even highly similar product as BSNL lose its luster.

9. Slow pace of the reform process.

Opportunities1. BSNL planned to expand its customer base from present 47 millions lines to 125 million lines by December 2008.

2. Infrastructure investment planned to the line of Rs. 733 crores in the next three year.

3. Moves towards international market.

4. The company is not limited to the basic phone services also capturing other market segments like mobile, internet i.e. broad band services.

5. Planning to merger with top MNC's.

Threats1. Since the more telecom companies entered in and Indian market therefore the company faces some threats because of foreign players like Vodafone, etc.

2. Competitors Strategies - Because of the high competitions with the other companies like Airtel, Reliance Communication, and Vodafone. The company adopts the low call rates schemes as a result of which the company may face some problems.

3. International Competition - the other company will provide more features as well as additional services.

8. CONCLUSIONHereby I conclude that during my summer training at BSNL, Jaipur. Liberalization of the telecommunications market has entered a new phase: competition already exists (albeit in limited form) in some markets, such as the long-distance market and the market for Internet access via the STN. Other segments, such as the local loop (essentially the high-speed Internet access market), are being opened up. At this stage, it is no longer simply a question of opening up particular markets, but rather, consolidating the play of competition in those markets that have been opened as well as developing competitive new services. This explains the importance of high-speed access technologies for the future of the sector.To face up to these challenges, regulatory activity is changing. It is constantly adapting to market trends and to economic situations, which are often difficult.

Among its priorities it now counts new economic and social concerns as the information society develops: national coverage is a major issue and BSNL intends to play its part to protect the interests of all consumers.To this backdrop, a new regulatory organization is emerging. It must supply regulatory activity with new tools to encourage lasting competition in the telecommunications sector. It must also contribute to the development of a more consistent UP west market that is better able to face up to the challenges of the information society within the context of globalization.

After thorough analysis and interpretation of result obtained I studied overall consumer trends in BSNL Telecommunication Ltd. How people react to its services and schemes. How company attract its customer by adopting effective strategies. In the last the conclusion is drawn through this research that being the biggest and oldest network of mobile telecommunication in Uttar Pradesh West, having good quality of service, taking along a big part of people aware about BSNL, it is subsisting hard. For BSNL connection most of customers are professional and business segment.

9. RECOMMENDATION AND SUGGESTIONS Try to advertise the product on popular channels. BSNL should make proper grievances solution.

Increase the network towers.

Internet speed should increase. Try to advertise the product on best time slot.

Try to advertise the product on best programs.

Try to make advertise more effective.

Try to give effective schemes to customers.

Proper customer care services.

10. APPENDIXQUESTIONNAREName------------------------------------------------Ph no. -------------------------------------Address--------------------------------- Q 1. Do you use mobile?

(a) Yes (b) NoQ 2. How much time you spend on mobile?

(a) 1-2 Hours (c) 2-3 Hours

(b) 3-4 Hours (d) More than 4 Hours

Q 3. At which time you use mobile?

(a) Afternoon (c) After 8 p.m.(b) After 10 p.m. (d) Any other timeQ 4. Do you like commercial ads in your mobile?

(a) Yes (b) NoQ 5. If No specify the reason.

(a) Mislead (c) Vulgarity

(b) Irritate (d) OtherQ 6. Which network generally you like? ___________________________________________________________________________________________________________________________________________________Q 7. Which network you are using in these days?

___________________________________________________________________________________________________________________________________________________

Q 8. Please give your view about staff.

(a) Very friendly (c) not friendly

(b) Somewhat friendly (d) very unfriendly

Q 9. Are you satisfied with bsnl services?

(a) yes

(b) no

Q 10. Which network generally you like?

(a) BSNL

(B) OTHERS11. BIBLIOGRAPHYWEBSITES:-

www.google.comwww.lintaz.comwww.bsnl.comwww.howstuffworks.comBOOKS:-BUSINESS COMMUNICATION - BY JIN KUSHAL

RESEARCH METHODOLOGY - BY KOTHARI C.R.

ADVERTISEMENT MGT. - BY AAKER D.A.

MARKETING MANAGEMENT - BY PHILIP KOTER

CUSTOMER RELATIONSHIP - BY AGGARWAL R.S.

MAGAZINE:-BUSINESS STANDARDS

INDIA TODAY

NEWSPAPERS;-BUSINESS STANDARDS

THE ECONOMY

THE TIMES OF INDIAHINDUSTANS TIMES

Web enabled and integration approach

Customer information system

Customer data base

Electronic point of sale sales force

Automation of customer support process

Call centers

System integration

Life time value of customer

Traditional Approach

Customer contact telephone mail in person

Personal selling

After sale services

Complaint handling

Account Management

Customer care

Customer satisfaction

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