Project Report On “Churn Management of M2M Communications ltd.”

Abstract

M2M Communications Ltd. has started the journey since 2011 to offer information technology solutions for small to large sized businesses segments. M2M is the largest Vehicle Tracking Service provider in Bangladesh. This mammoth success would not have been possible without the satisfaction and retention of the loyal subscribers. This report starts with the insight of the organization including M2M`s history, vision, mission, goals, strategies, product and services, activities and performances. It also demonstrates the current competition of M2M and the current scenario of what actually is happening in customer’s mind. This paper also illustrates that what are the factors that leads to customers of M2M to switch to other VTS services and described properly, based on that a hypothesis was created and tested. The study also concentrates on the perception of customers of M2M as a qualitative research was done with a respondent of 330 all the data was collected through primary data which was only used by me on this study purpose. This paper talks about what lead customers to dissatisfaction as well as the impact of promotional offer over their purchase behavior, other factors like service usage and switching cost are also considered in the study. Moreover, some recommendation was given at the end which could help M2M to reduce churn rate among their existing customer. However, M2M should be engaged in continuous market research in order to come up with the suitable or matching products according to the customer requirements so that can retain more customers in future.