Professional Documents
Culture Documents
I. INTRODUCTION
COMPANY PROFILE
Name VODAFONE comes from Voice, Data & Phone Largest telecom company in the world (turnover) 2nd largest telecom company in the world (subscriber base) after China Mobile Public limited company Operations in 31 countries & partner networks in another 40 countries Listed on NYSE Founded : 1983 as RACAL TELECOM, Demerged from Racal Electronics (parent
company) in 1991 and named VODAFONE
HQ : Newbury, England
Revenues : US $ 69 bn (2008)
Profits : US $ 6.75 bn (2008) Employees : ~ 79,000
Source : WIKINVEST
Important Subsidiaries :
Vodafone UK Vodafone Essar Vodafone Australia Vodafone Ireland Vodafone New Zealand Vodafone Egypt Vodafone Italy Vodafone Spain Vodafone Portugal Vodafone Turkey Vodafone Germany Vodafone Netherlands Vodafone Hungary Vodafone Sweden
VODAFONE IN INDIA
2005 : Acquired a 10 % stake in Bharti Airtel 2007 : Acquired a controlling 67 % stake in Hutchinson Essar for US $ 11.1 bn. Sold back 5.6% of its Airtel stake back to the Mittals & retained 4.4% In September, Hutch was rebranded to Vodafone in India. Source : WIKINVEST
We will make this happen in an enriching environment of trust, cooperation and mutual respect.
Easy e-recharge
E-recharge using SMS Premium SMS Ringback Tones International Voice & Data Roaming
Vodafone plans to bring ULTRA LOW COST handsets to India. Introduced VODAFONE LIVE! In India.
Strategy
IT
COLLABORATIVE EFFORTS
Process
Culture
Senior Managers of Vodafone personally supervised the FEEDBACK COLLECTION from customers which they used to prioritize customer related issues, and reinforced the CRM vision of ANTICIPATING NEEDS & THEREBY CREATING SUPERIOR VALUE.
INDUS TOWERS are operating at 95,000 sites ! Network Expansion : 2,600 sites per month ! Vodafone is committed to its objective of providing low cost services to its customers. For this it is expanding network aggressively to reduce its total cost of network ownership.
2nd stage combines provisioning and verification. Vodafone activates a customers account and makes a first rating of the customer based on the application.
Vodafones well planned welcome process includes a call informing clients of the Vodafone help line & various value added services. At the end of this stage their first bill is generated. The first collection marks the start of up-selling and cross selling. Analytical module steps in, CRM has to make every attempt count since clients can only be approached only a fixed number of times. This stage may see a client wishing to leave. To keep churn down , Vodafone uses retention policies and loyalty processes to bring clients back to the fold. Many clients are won back.
Year 1
90 1,200 840
Year 2
80 1,320 864
Year 3
72 1,440 900
Year 4
60 1,500 912
Margin / Customer
Acquisition Cost / Customer TOTAL PROFIT Present Value
100 -10,000 -10,000
360
32,400 29,455
456
36,480 30,150
540
36,480 27,410
588
35,280 24,100
CLV =
t=1
mrt (1+i)t
Where m = margin for time t i = discounting rate for time t If margins and retention rate stay constant over time then :
CLV =
Where
mr (1+ir)
CUSTOMER CATEGORIZATION
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