Augmented Reality or the perceived reality is the in-thing these days. But as we know that there are always two sides of the coin and here I am to discuss the issues/darker side of this perceived reality.
By Alpesh Chauhan, CRM Lead Consultant, Oracle Practice, Manufacturing Unit, Infosys
Recently one of my client's Oracle CRM on demand application environment was upgraded to Release -29. I was eager to check the new features which were introduced as part of this release. Oracle has been working lately in enhancing user interface and making it more intuitive like other CRM on Demand application like Microsoft Dynamics CRM and Salesforce.com. Following are few features that stands out:
Over the past five years, there has been a paradigm shift observed in the way companies approach and connect to their customers, employees, products and other stakeholders. As we dwell more into it, we can observe a massive adoption and usage of collaboration through mobile devices, social networks and cloud computing, across the industries and throughout the globe. This adoption has changed the rules of game that have imbibed change in customers' expectations and the ways to cater these expectations. Customers are demanding real time, mobile and transformational ways to achieve holistic success in both sales and service domain.
I have just come out of Salesforce application transition work. Unlike few other transitions, the recent one made me realize that indeed a major cost saving can be done by adopting 90:10 offshore-onsite model while maintaining full efficacy. Let me refrain here from writing basic transition model guideline but I would probably like to share my experience and few techniques which I found very handy and practical in its usage which increased the effectiveness level in this offshore based transition model.
By Alpesh Chauhan, CRM Lead Consultant, Oracle Practice, Manufacturing Unit, Infosys Ltd.
Internal Customers - Who are they?
Customer Experience Management (CXM/CEM) is a buzz word nowadays and enterprises are focusing on improving overall customer interactions to gain customer loyalty. But in this process, are they concentrating on what their internal customers need to deliver better customer experience? If not, enterprises are not going to succeed in enhancing customer experience as their internal customers are not satisfied. So questions are: who internal customers are and why they matter?
As per definition - 'Internal customers are unit or resources within your enterprise, which utilizes your products or services". For example: employees are key internal customers in delivering customer service excellence.
Only constant is "change"...Organizations are constantly acquiring and merging other organizations or spun off into smaller and more manageable organizations. These mergers and acquisitions always give raise to a persisting dilemma whether all the lines of business, business divisions, branches, locations, etc. should have a common instance of the CRM (single) or each one should have a separate instance (multi-org) - Single Org Vs Multi-Org Cloud based CRM?
The recent revelations of PRISM surveillance program in operation by USA's National Security Agency (NSA), appear to have far more implications on the financial side. For starters, PRISM is United States of America's government code name for electronic data collection & data mining. This was an effort towards the fight against terrorism. This program appears to be in existence for six years, but came to light recently and has caught world's attention with mixed reactions. Some of the prominent international companies headquartered in USA have been identified as being part of this program.