Chapter 9, Problem 13CSQ

Explanation of Solution

Problem with the Celcom:

The below are the problems with the Celcom:

• The company was struggling in maintaining their competitive edge and their position has been dropped to the third among the cellular providers of the Malaysia.
• They have found some financial loss in the year 2006 due to their drop in their position.
• It is difficult to maintain the strong relationship between their customers because there are competitors who are even ready to beat the price that is offered and even bring more innovative products that of the product that is provided in the company.

Factors that contributed to the problem:

The below are the factors that have contributed with the problems:

People:

• The main factor that was turning around the improvement of celcom was the experience of the customer.
• The market gave only little opportunity for acquiring the customer.
• There were many marketers who gave new opportunities for the customers to acquire them.

Organization:

• The company is required to build the network in a better way and required to market its products in more aggressive way...