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.

April 11, 2017

Win by bumping up your customer's Digital experience

We have all heard of the saying "Customer is King", all organizations know what this means but still most of the organizations lose the essence of the statement as they grow and become older. Which bring up the question that does companies know the age of their customers and do customers feel like king only during some years of their lifecycle with organization. Well the most likely answer will be in affirmative if companies have not reinvented or transformed their customer experience strategy to build an ageless digital customer experience in today's world.


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April 7, 2017

Artificial Intelligence - how it will impact CRM?

 By Alpesh Chauhan, CRM Lead Consultant, Oracle Practice, Manufacturing Unit, Infosys

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With advance algorithms, superior computing power and cost-effective data storage capabilities, time has arrived for Artificial Intelligence (AI). AI is making applications and platforms smarter by self-learning, adapting and evolving their capabilities based on the insights from data and interactions. 

In simple term, AI is all about predicting next steps with high accuracy by applying intelligent data models on large volume of data. AI is everywhere and we are using it daily with features like Google's autocomplete search, Netflix program recommendations, and collision avoidance features in cars, etc.  

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March 28, 2017

Customer Experience - The Journey To A Great CX

"Journey, after all, neither begins in the instant we set out, nor ends when we have reached our door step once again. It starts much earlier and is really never over" - Ryszard Kapuściński

 

Nothing can be truer for defining Customer Experience too! Customer Experience is a journey that a customer has with the company. Each interaction contributes to the experience and the overall experience is a sum of all interactions across the complete journey that a customer makes with your company.  Having said that, in my interactions with various client, I often notice that they are still organized by functional domains and hence constrained by these boundaries when thinking of customer experiences. Each function measures their own SLA's and there are inter-departmental SLA's for various process completion. Let's understand the customer's - I recently received a mail for a credit card from a leading bank. I like what I saw and went ahead and registered for the credit card. Later, I received a call for onboarding wherein the customer care representative tried to upsell more products, for which I said No! So far so good...but then I continued getting mails every day from the same bank for the same card and this kept on till I finally unsubscribed and blocked them for spamming my mailbox! Now let's understand this whole journey

 There is a clear disconnect between the Sales/Service & Marketing Process. They are unable to differentiate a customer vs a prospect. I have already bought your product so why send me the same mails again and again? Imagine what happens to the marketing KPI? Your overall lead conversion/customer response takes a big hit. So how do you correctly measure how your marketing process is performing?

·         I am happy with the product and service but extremely unhappy with the overall experience. 

So what went wrong? This is a classic silo'ed process and a tunneled vision view of the overall Customer Experience journey. Each department has it's own KPIs and they are happy as long as it is met. No one is thinking of the End-To-End Journey of the customer with the bank. The Bank is just one example that I experience in my day to day life. In my interactions with multiple customers, I always see this problem. Sales, Service, Finance, and Marketing etc. are separate domains, led by separate teams and they run independent projects. The priorities are different for different teams, throw in organization politics and you have projects that don't necessarily focus on enhancing overall customer experience. So what needs to change?

·      We need to stop thinking of Customer Experience as a single moment of truth at one touch-point. We need to start thinking of the overall experience of the customer as a function of the overall journey of the customer across all touch-points and through the lifecycle of the customer

·        Establish a CX Governance team with core focus on improving customer experience and ensure that the CX sponsorship is driven from the top

·         Start taking an Outside-In view of the projects and evaluate every project with a simple question - how will this help improve the Customer Experience?

·         Stop worrying about the current value of customer and start thinking about overall Customer Life Time Value. Combine CLV with NPS to identify your most valuable customers and take feedback from these customers and focus on improving the overall CX

·         Last but not the least - measure your KPI's for the End-To-End Journey. What value is a sales SLA of 3 days, if your customer onboarding time is 5 days and your competitors can onboard in 2 days!

These are some very high level points that should help you better understand Customer Experience. If you are interested in evaluating your current CX Maturity and defining a roadmap for your CX journey, then please write to me at ashish_nijhawan@infosys.com

 

October 25, 2016

Dream Launch of Infosys CarePlus

Most of us know atleast one friend or relative who is battling a chronic illness like Diabetes, Heart Condition, Depression, Obesity, Cancer...And atleast once we would thought (or wished)  if there was a simpler way to detect a chronic illness and control it before it becomes a life threatening condition...Haven't we?

 

This one thought made us focus on a problem statement...

 

"How can we detect early and prevent a chronic illness?"


At Infosys Salesforce Practice, to solve this problem we combined our learnings from the best CRM designs and our domain knowledge in the Care Management Space to build Infosys CarePlus TM  - a Next Gen Integrated Care Management Platform as-a-service on Salesforce. It enables payers to connect better with patient by providing a 360-degree view of the patient through personal and health-tracking tools and monitoring devices. Through the platform, payers can connect with their patients and care providers for a value-based model - a strategic shift from the existing episodic care.

 

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We have built CarePlus on three key design principles and provided as a managed package on the Salesforce ecosystem:


  1. Intent driven Ux - CarePlus is built on an adaptive intent driven design which works on the principle of combining the emotional and logical responses of a user for an effective user experience. CarePlus leverages Salesforce lightning design based UI and available on iOS and Android platforms.
  2. Digital Layer of Engagement - CarePlus is provided as digital layer of engagement where the 360 degree view of the Patient profile is built from patient record data like Electronic Health Records, patient's Claim records, Pharma records, Lab records. The patient information is further enriched with real time data such as the patient heart rate, blood pressure, activity and mRNA analysis from medical devices and health tracking devices.
  3. Predictive AI - What can we do with all the data on the patient? CarePlus inbuilt AI engine effectively self learns and identifies trends on the patient's data and provide proactive interventions which enables us to detect the illness early and take preventive action to ensure the patient's health is not threatened by the chronic illness

 

We have launched Infosys CarePlus TM in Salesforce's annual Tech Gala - Dreamforce 2016.


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Appreciate your review and feedback on our Solution - Infosys CarePlus TM.


Short Video on CarePlus (3 min)

Functional Capabilities of the Solution

What is CarePlus?

March 18, 2016

Addressing challenges for CRM implementation in Public Sector

In my previous blog, I talked about key challenges which we faced while implementing CRM for public enterprises. The only way that we could successfully overcome these was by finding solutions to address them. As part of this blog, I wish to discuss key aspects which helped us overcome these challenges during the course of CRM implementation.

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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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