C/M/411. Can the Internet, as an effective marketing tool, be used to improve Vodafone's Customer Relationship?

Customer relationship management has emerged as an important field in the recent years. Vodafone has been experiencing problems with high churn rates of customers and needs to improve its customer relationships. Internet has changed the face of almost all the business practices. Based on these rationale the paper attempts to establish the usefulness of internet as a marketing tool to improve Vodafone's customer relationship. The paper begins with a brief review of the company's current situation and then provides arguments based on a literature review outlining both the benefits and challenges posed by web based customer relationship management.