With Mobile Number Portability coming into being the telecommunications industry is facing new set of challenges. Prominent among these are - the need to retain the top customers, increase customer satisfaction and retention, and grow the relationship by expanding and upgrading services provided to them. With the industry also witnessing high rates of churn, understanding the identity and profiles of customers and staying in touch with their needs and preferences is critical for survival. An organization that is at the forefront of changing trends is well equipped to satisfy customers by providing what they want and when they want.it. The telecom industry also faces a mass of regulations that need to be complied with. Similar to the Insurance industry, income generation and loss reduction activities need to be balanced in identical gauge. Customer communication, customer service and market intelligence play a very important role in keeping the telecom industry stay on top.