A PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT IN AIRTEL For the partial fulfillment of the requirement for the degree

of Master of Business Administration (M.B.A)

Under The Guidance of:

Mr. Abhishek Bagla (H.O.D.of M.B.A Dept.)

Submitted by:
Apurva Sangal Roll No.-103367004

ROORKEE ENGINEERING
& MANAGEMENT TECHNOLOGY INSTITUTE
Affiliated to Mahamaya Technical University Noida MTU Code 336

ABOUT AIRTEL

Bharti airtel
Bharti airtel limited is a leading global telecommunications company with operations in 19 countries across Asia and Africa. The company offers mobile voice & data services, fixed line, high speed broadband, IPTV, DTH, turnkey telecom solutions for enterprises and national & international long distance services to carriers. Bharti airtel has been ranked among the six best performing technology companies in the world by business week. Bharti airtel had 200 million customers across its operations. Highlights Bharti Airtel appoints Suren Goonewardene as CEO Sri Lanka

Bharti Airtel to Observe Silent period from December 31, 2011 Airtel Mobitude 2011 reveals data traffic trends on mobile devices in India Friends on Airtel can now use Gifting Services and Call Me Back SMS alerts Bharti Airtel recognized for the delivery of best network services with customer focus at Telecom Centre of Excellence Awards 2011 Airtel Mobitude 2011 captures preferences of over 170 million plus mobile users

business divisions

bharti airtel offers GSM mobile services in all the 22-telecom circles of India and is the largest mobile service provider in the country, based on the number of customers.

The group offers high-speed broadband with the best in class network. With fixed line services in 87 cities, we help you stay in touch with your friends & family and keep you updated round the clock

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Enterprise Services provides a broad portfolio of services to large Enterprise and Carrier customers. This division comprises of the Carrier and Corporate business unit. Enterprise Services is regarded as the trusted communications partner to India's leading organizations, helping them to meet the challenges of growth.
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Discover the magical experience of digital enterainment with airtel. From DVD quality picture and sound, the best and widest variety of channels and programmes to the best on-demand content on airtel Live, your TV viewing experience change forever with digital TV from airtel!
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COMPANY PROFILE

Name Bharti Airtel Limited.

business description Provides GSM mobile services in all the 22 telecom circles in India, Srilanka, Bangladesh and now in 16 countries of Africa. Provides telemedia services (fixed line and broadband services through DSL) in 87 cities in India. Provides an integrated suite of Enterprise solutions, in addition to providing long distance connectivity both Nationally and Internationally. We also offer DTH and IPTV Services

Established July 07, 1995, as a Public Limited Company

ISIN INE397D01024

proportionate revenue Rs. 172,698 million (ended September 30, 2011-Audited) Rs. 152,310 million ( ended September 30, 2010-Audited) As per IFRS Accounts

proportionate EBITDA Rs. 58,151million ( ended September 30, 2011 - Audited) Rs. 51,377 million ( ended September 30, 2010- Audited) As per IFRS Accounts

shares in issue 3,797,530,096 as at September 30, 2011

Listings Bombay Stock Exchange Limited (BSE) National Stock Exchange of India Limited (NSE)

stock exchange symbol NSE BHARTIARTL BSE 532454

market capitalization

customer base India & South Asia: 178,606,000 GSM mobile, 3,328,000 Telemedia customers and 6,614,000 Digital TV Services (status as on September 30, 2011) Africa: 48,437,000 GSM mobile customers. (status as on September 30, 2011)

registered office Bharti Airtel Limited (A Bharti Enterprise) Bharti Crescent, 1 Nelson Mandela Road, Vasant Kunj, Phase II, New Delhi - 110 070. Tel. No.: +91 11 4666 6100 Fax No.: +91 11 4666 6411