Customer life cycle management of Robi Axiata Ltd.

Abstract

This report is a reflection of the learning and experiences acquired through an opportunity to be associated with Robi Axiata Ltd. for an internship under the Market Operations department. This department is made up of many sub-departments; however, this report focuses on the ones that were closely observed. The main sub-departments were the CLM and Loyalty & Winback. Some major responsibilities of mine were ,Update Partner Tracking list (Dhonnobad Program), Send Work orders , Update partner operators contact address, Various survey calls, Meeting with agents. To retain their customers they have come up a loyalty program called “Dhonnobad Program”. During my internship I get the opportunity to closely observe this program. Loyalty program is a new concept in our country, therefore I have decided to prepare my report on the loyalty program of Robi to compare it with the theoretical concept of loyalty program. In this report I have thoroughly discussed about the loyalty program of Robi and compared it with the theoretical perspective.