The value of telecom subscribers and customer relationship management

Purpose – In new business trends, gaining customers' satisfaction has a high order in the agenda of the organizations' objectives. The purpose of this paper is to investigate the customers' value in relation to customer relationship management (CRM). Design/methodology/approach – This research was a cross‐sectional survey. The population was comprised of the entire mobile subscribers of Khorasan‐e‐Razavi Telecom Company in the first half of 2009. Findings – Customer satisfaction is one of the most influential variables affecting brand loyalty. An enhancement in the perceived concrete and abstract drawbacks of the purchased product under study (mobile) has not discouraged loyalty or satisfaction. Originality/value – This article uses Wang's analysis model for the mobile industry in an Islamic Country.