國立虎尾科技大學 |

Customer Satisfaction in Senegal Telecom Expansion.

Record Type:	Language materials, manuscript : Monograph/item
Title/Author:	Customer Satisfaction in Senegal Telecom Expansion./
Author:	Ndiaye, Tafsir Alassane.
Description:	1 online resource (160 pages)
Notes:	Source: Dissertations Abstracts International, Volume: 83-12, Section: A.
Contained By:	Dissertations Abstracts International83-12A.
Subject:	Business administration. -
Online resource:	click for full text (PQDT)
ISBN:	9798438763284

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

Customer Satisfaction in Senegal Telecom Expansion. - 1 online resource (160 pages)

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

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

Includes bibliographical references

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.

Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2024

Mode of access: World Wide Web

ISBN: 9798438763284Subjects--Topical Terms:

1148568
Business administration.
Subjects--Index Terms:

Customer acquisitionIndex Terms--Genre/Form:

554714
Electronic books.

Customer Satisfaction in Senegal Telecom Expansion.
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500 $a Advisor: De Souza, Lionel;Booker, Janet.
502 $a Thesis (D.B.A.)--Walden University, 2022.
504 $a Includes bibliographical references
520 $a 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.
533 $a Electronic reproduction. $b Ann Arbor, Mich. : $c ProQuest, $d 2024
538 $a Mode of access: World Wide Web
650 4 $a Business administration. $3 1148568
650 4 $a African studies. $3 1179415
653 $a Customer acquisition
653 $a Customer retention
653 $a Customer satisfaction
653 $a Market share
653 $a Mobile telecom
653 $a Promotion campaign
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