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@article{186217,
        author = {Rahul Meena and Dr. Pratyush Tripathi},
        title = {Customer Relationship Management in the Indian Telecom Industry: A Study of Madhya Pradesh},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {12},
        number = {6},
        pages = {698-706},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=186217},
        abstract = {With over 1.2 billion mobile users and 1 billion Internet users, the Indian telecom industry is one of the fastest-growing in the world. Madhya Pradesh is a key player in this growth. Madhya Pradesh has 80 million people, and 50 million of them use mobile phones. This number is growing quickly. This study analyzes the Customer Relationship Management (CRM) practices of telecom service providers in Madhya Pradesh, emphasizing their efficacy in improving customer satisfaction and loyalty. A mixed-methods approach was employed to gather primary data via structured questionnaires and interviews with telecom users and industry professionals in both urban and rural areas, complemented by secondary data from published sources. The results show that even though telecom companies have spent money on CRM technologies, there are still gaps in delivering consistent service and putting the customer first, especially in rural and semi-urban areas. This study provides actionable recommendations for optimizing CRM implementation, elevating customer experience, and guiding policy formulation. The lessons learned in Madhya Pradesh can be used as a model for other areas that are similar in terms of population and infrastructure.},
        keywords = {—Customer Relationship Management, Telecom Industry, Customer Satisfaction, Madhya Pradesh, India, CRM Strategies, Telecom Services},
        month = {November},
        }