Customer Experience Management: An Exploratory Study on the Parameters Affecting Customer Experience for Cellular Mobile Services of a Telecom Company

Abstract The cellular mobile industry in India is undergoing rapid changes as a result of globalization and liberalization. As a result of fast growth and severe competition, customer retention and managing high churn rate are the most important challenges faced by telecom companies today. Customer retention can be achieved by identifying maximum revenue generating customers and managing the customer experience for such profitable customers.

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