If CRM has been a struggle or a passion for you then Infosys’ CRM blogs is the place to be in. Come join us as we discuss the latest trends, innovations and happenings which will have a bearing on CRM.

October 19, 2015

Challenges for CRM implementation in Public Sector

As we know, Customer Relationship Management (CRM) is a strategy and methodology to manage ongoing and future relationships with customers. CRM today is growing rapidly and harping on this unprecedented CRM growth are public sector enterprises (PS). These are government organizations which work for the benefit of citizens directly or indirectly. Governments are increasingly getting on CRM bandwagon to improve services across multiple channels and deliver fair assessments to citizens being transparent in every possible way.  In this blog, I wish to discuss the key challenges which we faced while implementing CRM for public enterprises.

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September 30, 2015

Augmented Reality: Issues of Perceived Reality


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.

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August 31, 2015

Step in right direction - Oracle CRM on Demand Release 29

 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:

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October 17, 2013

Salesforce.com: Achieve New Levels of Performance through Performance Edition

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.

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October 5, 2013

Experiencing Salesforce application transition

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.

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September 27, 2013

Managing customer satisfaction and generating additional revenue using professional networking sites

Managing and retaining customers is one of the important KPIs for marketing and strategy people at service provider organizations like telcos. With large number of players in the market and meager variation between the services provided by different service providers, it has become essential to keep an eye on customer retention and also thrive to acquire new customers. Evolving and Innovating with time is the way to differentiate one's offerings from competitors. In this post, I will explicate how e-Billing integration with professional networking sites can help service providers evolve, innovate and beat competition by managing customer satisfaction, acquiring new customers and generating additional revenue.

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September 20, 2013

iCXM - Enhance your internal customer experience through Siebel Open UI: Part-1

 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.

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September 5, 2013

Single org Vs Multi org on your cloud CRM...


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?



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August 25, 2013

Will PRISM refract the Dollars away from US Cloud Service Providers?

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.

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August 22, 2013

CRM and Maslow Need Theory

One might wonder what Maslow's need theory and CRM have in common. Rather, are these in any way related? Believe it or not, this need theory has played an unseen role for defining a CRM roadmap across industries. In this blog I will try to instantiate need wise impact made by Maslow's theory on defining a CRM strategy (Telecom perspective). For those who are not aware of Maslow's need theory, please read this.

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