Relationship Perspectives on Customer Support Service: Exploring Best Practice for the Telecom Industry

The telecommunications sector has become a vital area for the economic development of industrialized countries. This is due to rapid progress in technology and huge competition arising among the telecom service providers. To keep the dominating position intact in the market and compete with other telecommunication service providers and enhance positions in their market, it?s important to develop service quality and precedence of customer support service as core service for creating long term relationship with customers. Scholars have come up with the fact that it is five times more costly to obtain new customers than to keep present ones. Managers increased their concentration on long term customer relationship, because this long term relationship is considered a tool for the long run income of the company as well as for its profitability .