Contents Particulars Page no. Acknowledgement 3 Company Profile and Introduction 5 Objective of the Research 25 1. Research Methodology 27 2. Customer Relationship Management 31 3. Churn Management 35 4. Customer Retention and Churn Management at Airtel 38 5. Reasons of Churn amongst Airtel Subscribers 43 6. Analysis of Findings 48 7. Inference s from the Findings 61 8. Grievances of some customers 64 9. Recommendations 67 10. Limitations 69 17. Bibliography 71 18. Annexure 73 1
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