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Customer Satisfaction in Senegal Tel...

Ndiaye, Tafsir Alassane.

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Customer Satisfaction in Senegal Telecom Expansion.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Customer Satisfaction in Senegal Telecom Expansion./
作者:	Ndiaye, Tafsir Alassane.
出版者:	Ann Arbor : ProQuest Dissertations & Theses, : 2022,
面頁冊數:	160 p.
附註:	Source: Dissertations Abstracts International, Volume: 83-12, Section: A.
Contained By:	Dissertations Abstracts International83-12A.
標題:	Business administration. -
電子資源:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=29212836
ISBN:	9798438763284

Customer Satisfaction in Senegal Telecom Expansion.
Ndiaye, Tafsir Alassane.

Customer Satisfaction in Senegal Telecom Expansion. - Ann Arbor : ProQuest Dissertations & Theses, 2022 - 160 p.

Source: Dissertations Abstracts International, Volume: 83-12, Section: A.

Thesis (D.B.A.)--Walden University, 2022.

This item must not be sold to any third party vendors.

Ineffective customer acquisition and retention strategies can negatively impact performance and business sustainability. Telecom managers who lack effective strategies to retain customers, acquire new clients, and ensure sustained business performance, may experience a decline in market share. Grounded in the customer retention management theory, the purpose of this qualitative single case study was to explore strategies successful telecom marketing managers in Western Senegal use to retain customers, acquire new clients, and ensure sustained business performance. The participants were three marketing managers of major telecom firms in Western Senegal with at least 3 years of experience successfully managing customer service departments. Data were collected using semi-structured interviews and secondary sources from organizational and government websites. The logical and sequential process for the data analysis was based on O'Connor and Gibson's five-step process. The three major themes identified were the importance of data, adaptive marketing as a customer retention technique, and promotional campaign strategies to increase market share. The recommendations include using the customer relationship management balanced scorecard and providing training to the team to increase customer acquisition and retention. The implications for positive social change include the potential to increase company revenues, job security for employees, and employment opportunities in Senegal, thereby leading to increased prosperity in the community.

ISBN: 9798438763284Subjects--Topical Terms:

3168311
Business administration.
Subjects--Index Terms:

Customer acquisition

Customer Satisfaction in Senegal Telecom Expansion.
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653 $a Market share
653 $a Mobile telecom
653 $a Promotion campaign
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