The Effectual use of Customer Retention as a Tool of Customer Relations Management Strategy: A Study of Mtn, Airtel, Glo And Etisalat Communication Customers in UYO Metropolis

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Prof. Abomaye-Nimenibo Williams Aminadokiari Samuel
Prof. Abomaye-Nimenibo Williams Aminadokiari Samuel Ph.D., M.Sc., B.Sc. Economics, MBA Management and UD, Personnel Management and Industrial Relations, Director of Postgraduate Studies, School of Postgraduate Studies
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Past. Dr. Abomaye-Nimenibo
Past. Dr. Abomaye-Nimenibo
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Williams Aminadokiari Samuel
Williams Aminadokiari Samuel
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Effiong
Effiong
5
Blessing James
Blessing James
1 to 2 Obong University

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The Effectual use of Customer Retention as a Tool of Customer Relations Management Strategy: A Study of Mtn, Airtel, Glo And Etisalat Communication Customers in UYO Metropolis Banner
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This study was carried out to investigate Customer Relations Management (CRM) strategy on customer retention in four (4) telecommunication service providers (MTN, Airtel, Globacom and Etisalat) within Uyo metropolis in Akwa Ibom State. The objectives of this study were to identify if there was an existing/significant relationship between CRM and customer retention, and to identify the various customer relation tools used in enhancing customer retention in these telecommunication companies in Uyo metropolis. To achieve these objectives, three hypotheses were formed and tested. Relevant data for this work were collected from both primary and secondary sources. A survey research design method was used and the instrument used in collecting data was the questionnaire.

Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

Prof. Abomaye-Nimenibo Williams Aminadokiari Samuel. 2019. \u201cThe Effectual use of Customer Retention as a Tool of Customer Relations Management Strategy: A Study of Mtn, Airtel, Glo And Etisalat Communication Customers in UYO Metropolis\u201d. Global Journal of Management and Business Research - B: Economic & Commerce GJMBR-B Volume 19 (GJMBR Volume 19 Issue B2): .

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Issue Cover
GJMBR Volume 19 Issue B2
Pg. 41- 76
Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-B Classification: JEL Code: A19
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v1.2

Issue date

June 5, 2019

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English

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This study was carried out to investigate Customer Relations Management (CRM) strategy on customer retention in four (4) telecommunication service providers (MTN, Airtel, Globacom and Etisalat) within Uyo metropolis in Akwa Ibom State. The objectives of this study were to identify if there was an existing/significant relationship between CRM and customer retention, and to identify the various customer relation tools used in enhancing customer retention in these telecommunication companies in Uyo metropolis. To achieve these objectives, three hypotheses were formed and tested. Relevant data for this work were collected from both primary and secondary sources. A survey research design method was used and the instrument used in collecting data was the questionnaire.

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The Effectual use of Customer Retention as a Tool of Customer Relations Management Strategy: A Study of Mtn, Airtel, Glo And Etisalat Communication Customers in UYO Metropolis

Past. Dr. Abomaye-Nimenibo
Past. Dr. Abomaye-Nimenibo Obong University
Williams Aminadokiari Samuel
Williams Aminadokiari Samuel
Effiong
Effiong
Blessing James
Blessing James

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