PERSPECTIVES OF THE MANAGERS IN THE TELECOMMUNICATION SECTOR ON CUSTOMER LOYALTY
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https://doi.org/10.26809/joa.2018239561Keywords:
Telecommunication Sector, Customer Loyalty, Managerial View, ustomer Relationship Management, strategic managementAbstract
Companies look for ways to increase customer loyalty through various strategic studies and CRM applications. In companies' growth, loyalty programs play a key role in achieving their goals and increasing their profitability. For this reason, it is considered that the evaluation of customer loyalty, which is a part of client relations, is important in the research.
The aim of this research was to identify the customer loyalty and describe the strategies and tools of the companies while creating customer loyalty in Turkish GSM Industry. In Telecommunication Industry, it is important to identify the factors that are effective in creating customer loyalty and understand the strategies applied by companies while creating loyalty. In the study, the results of the interviews with the primary directors were obtained. The results reveal that customer protection is crucial for companies seeking to acquire customers and establish good relationships with customers, targeting competitive advantage and sustainable profitability.
Key Words : Telecommunication Sector, Customer Loyalty, Managerial View, Customer Relationship Management, strategic management
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When the article is accepted for publication in the Journal of Awareness, authors transfer all copyright in the article to the Rating Academy Ar-Ge Yazılım Yayıncılık Eğitim Danışmanlık ve Organizasyon Ticaret Ltd. Şti.The authors reserve all proprietary right other than copyright, such as patent rights.
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