[(3)8: 431-437] © 2017 IJSRST | Volume 3 | Issue 8 | Print ABSTRACT The Indian telecom sector has faced with a cut-throat competition after deregulation. Many significant developments took place in the early 2000. The telecom service providers are expected to encounter complex issues of new technologies, and value added services through continuous innovations. Though almost every service industry is affected by the churn phenomenon, the problem is extremely serious in the telecom industry with

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... ustomers subscribing and quitting in a relatively short period of time. As a result, the telecom industries' bottom line is getting impacted significantly due to the high churn rate. Subscribers switch over for various reasons. The ultimate goal of CRM in telecom sector is to provide a comprehensive array of software applications that enable them to enhance their revenue, productivity and customer satisfaction by managing, synchronizing and coordinating customer interactions across all touch points including web, customer contact centre's, field organization and distribution channels. The objective of this study is to identify the factors that influence the CRM strategies applied by the telecom sector. Questionnaire was the tool for primary data collection and Secondary Data were collected from Journals, Books, News Papers, Research Papers, websites, etc. Probabilistic Sampling Design is used with the sample size of 500 respondents from the capital city of Bhubaneswar, Odisha, India.