How have cutthroat competition and high growth compelled telecom service providers to innovatively use social media to outperform competitors, improve customer communication and maintain loyalty? Why have service providers made huge investments in social media for their CRM strategy? This case study analyses how Tata DoCoMo used social media to positively influence customer experience. The case...

Global Virtual Teams (GVT) typically includes members from culturally different countries, who differ in the views of their relation to authority, time, work ethics, and perception of communication technologies. These cultural differences play an important role in shaping both an individual member’s and a team’s preference of a particular media to be used for communication in a GVT environment....