1. Ufone Started Operations in January 2001.2. As a result of PTCL’s privatization, Ufone

became a part of the Emirates Telecommunication Corporation Group (Etisalat) in 2006.

3. Since its inception, Ufone has focused on the people of Pakistan.

4. Ufone has network coverage in 10,000 locations and across all major highways of Pakistan.

5. Ufone currently caters for International Roaming to more than 260 live operators in more than 150 countries.

1. Mr. Abdul AzizPresident & CEO

2. Mr. Mohammad Nadeem KhanChief Financial Officer

3. Mr. Naveed Khalid ButtChief Officer(Customer Operations & Regulatory Affairs)

4. Mr. Jafar KhalidChief Technical Officer

5. Mr. Faisal KhaliqChief Information Officer

6. Mr.Younas Iqbal SheikhChief Officer (Sales & Distribution

7. Mr. Akbar KhanGeneral Manager Marketing

8. Mr. Moqeem Ul HaqueGeneral Manager Corporate Strategic Planning & PMO

CONTENTS

1. DETAILS OF THE PROJECT.2. COMPETITORS.3. PURPOSE OF THE PROJECT.4. FINDINGS (Internal & External Analysis).5. SWOT ANALYSIS (Strength, Weakness,

Opportunities, & Threats).6. DETAILS OF PRODUCT.

1. DETAILS OF THE PROJECT

• Ufone is Cellular Service Provider Founder in 2001.

• It is also a Subsidiary Firm of PTCL.• Ufone employs more than 1,730 people.• GSM Company providing Services to all Four

Urban and Rural Areas.• Ufone is the Second Largest Telecommunication

Company in PASKITAN.

2. COMPETITORS

• MOBILINK.• TELENOR.• PAKTEL/ CHINA MOBILE/CMPAK.• WARID.• ZONG.

3. PURPOSE OF THE PROJECT

• Ability to Understand the Important Factors, Matrix, andStrategy of Business.

• Knowing more About the Telecommunication Sector inPAKISTAN.

4. FINDINGS (Internal & External Analysis)

INTERNAL ENVIRONMENT1. Human Resource Management2. Marketing Department3. Commercial Department4. Sales Department5. Finance Department6. Payroll Department7. Information Technology Department8. Engineering Department9. Administration10. Auditing Department11. Customer Care

4. FINDINGS (Internal & External Analysis)

EXTERNAL ENVIRONMENT1. Economic Conditions2. Social Conditions3. Culture4. Demographics5. Environmental6. Competitive7. Technological8. Consumer Attitude9. Globalization

5. SWOT ANALYSIS

A. STRENGTH• Second Largest Market Share• Worldwide Cheap Call Experience• Variety of Value Added Services• Representing PTCL Name• Coverage of GT Road 60%• Aggressive Advertising

B. WEAKNESSES• Un-Organized Organizational Structure• Overly Dependent on PTCL

5. SWOT ANALYSIS

C. OPPORTUNITIES• Targeting Corporate Sector• Continuing to Expand Globally• Publicity and Marketing• Introducing More Value Added Service

D. THREATS• Government Interference• PTCL Cellular License• Un-Avoidable Law & Order Situation

6. DETAILS OF PRODUCT

• Prepay & Postpaid.• Ufone Offers Lower Rates and Better Network.• All living standards have been captured by

Ufone, like Students, Labor, and Businessmen, etc.

• Wider Coverage, Superior connectivity, Clear Signals &

Voice Quality .

CONTENTS

1. CUSTOMER RETENTION.2. CUSTOMER DEFECTION.3. WAYS USED TO RETAIN THE CUSTOMERS

1. CUSTOMER RETENTION

• Acquiring a New Customer is far more Expensive than keeping an Existing One.

• Retention is Important to Most Businesses.• Retention must be Greater than the Defection

Rate.

2. CUSTOMER DEFECTION

• Does not meet Customer Specifications or Requirements, or

• Causes Customer Dissatisfaction, or• Does not Fulfill the Functional or Physical

Requirements.• Relationship Marketing and Conquest Marketing

are Two Approaches that can be used to Reduce Customer Defection Rate.

3. WAYS USED TO RETAIN CUSTOMER

A. KNOW ABOUT YOUR CUSTOMER.B. CUSTOMER SURVERYS CAN BE USED TO PREDICT

CUSTOMER CHURNS.C. PASSIVE RETENTION.D. ACTIVE & SCIENTIFIC RETENTION.E. EFFECTIVE COMMUNICATION.F. ACHEIVEMENT DRIVE.G. DAILY PLANNING & PERSONAL MANAGEMENT.

3. WAYS USED TO RETAIN CUSTOMER

A. KNOW ABOUT YOUR CUSTOMER.

• Important thing In customer Retention is to Understand Your Customers Well Enough:

• Customer Expectations, Satisfaction, Demographic & Geographic& Psychographic Customer Tendencies, etc.

• Can Develop more Effective Strategies if Know WhichCustomer Group is Defecting.

3. WAYS USED TO RETAIN CUSTOMER

B. CUSTOMER SURVERYS CAN BE USED TO PREDICT CUSTOMER CHURNS.

• Important Means for Identifying Potential Problems in Your Services.

• Customer Defection Include Inadequate Service Quality and High Cost.

• Actions Can be Taken to Prevent Customer Defections.

3. WAYS USED TO RETAIN CUSTOMER

C. PASSIVE RETENTION.

. Passive Retention Involves Building Loyalty with Customers Through

Communication and Rewards, with Segmentation Being Based on

Managerial Judgments.

D. ACTIVE & SCIENTIFIC RETENTION.

• Both Focus on Identifying Customers Who May Lapse in the Future

and Using Tactics to Retain Them.• Active Retention Uses Managerial Judgments While

Scientific Retention Uses Sophisticated Mathematical Models.

3. WAYS USED TO RETAIN CUSTOMER

E. EFFECTIVE COMMUNICATIONS.

• Communication Skills is the First Component in Establishing and Maintaining a Selling Edge and Developing Long-Term Customer or Client Relationships.

F. ACHEIVEMENT DRIVE.

• Successfully Sells Services.

G. DAILY PLANNING & PERSONAL MANAGEMENT.

• Achieve Success in Selling.• Sales Promotional Activities.