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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

AI-CRM.png
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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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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July 12, 2013

Salesforce acquiring ExactTarget: Is it really on Target?

Salesforce recently announced its agreement to acquire ExactTarget for a whopping $2.5 billion, making it, the largest deal ever done by Salesforce. This news came as a surprise to many as the expectation was that Salesforce would go for acquiring Marketo or Neolane (Adobe going to acquire Neolane) (1). There were several obvious reasons behind it: 80% of Marketo users are also Salesforce users (2) , Marketo is categorized as Leader in Gartner's quadrant for CRM Lead management and has better financial performance compared to ExactTarget. When Oracle acquired Eloqua in February, 2013, a leading marketing automation solution company, several companies operating in same area e.g. Marketo, ExactTarget, Neolane had become hot target. In my view, not getting acquired by Salesforce would cause several challenges for Marketo in coming days as Salesforce would try to push its own marketing automation solution to customers now.

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June 11, 2013

Company Community: Arrival of Intranet Killer?

Have you ever tried to search, using company's intranet, about company's travel allowance policy or connect someone in company who understands a technology better than you and not in your direct network? How interactive and user centric you find your company's intranet? What if you need this information while you are on move? Chances are good that you would be required to search through multiple links, files and directories before hitting at required information. While traveling, even this search may not be feasible at all. As collaboration and mobility are gaining momentum, is this the time to take a look at your legacy intranet system?

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April 1, 2013

Changing Perspective of Larger Companies towards their IT Partners - Part 3

By Pavan Nagaraj Dixit, Consultant and

Sachin Bhat, Technology Architect, Energy, Utilities, Communications and Services Unit

In the last blog of this series, we have seen how IT partnership can be extended beyond the scope into key strategic areas like Thought Leadership, Knowledge Management, Business Value Articulation etc. which are sure to find place in any modern proposal for Thought Partnership.

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March 14, 2013

Changing Perspective of Larger Companies towards their IT Partners - Part 1

By Pavan Nagaraj Dixit, Consultant and

Sachin Bhat, Technology Architect, Energy, Utilities, Communications and Services Unit

Information Technology (IT) forms a major part of the core strategic investments for all the growth oriented institutions in this ultra-modern era of accelerated growth and dynamic decision making, more so for companies banking on innovation and agility for their fast-tracked development and success. Smaller organizations with double digit growth can rely upon their unique offerings, higher productivity or niche area(s) of expertise to take liberty and keep pure innovation on the back seat until competition catches up with them and forces them to dedicate good percentage of their revenue towards innovation. These smaller organizations utilize this time period to mop up sizeable amount of cash surplus or achieve desired level of size to grab maximum attention of their prospective and current customers.

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February 3, 2011

Social CRM - shifting from 'command control' attutide to 'sense and respond' behavior (Part 2 of 2)

The analogy of the command-and-control and sense-and-respond helps me to connect with the style of management/practices and see the evolution of social CRM in that context. There are emerging discussions about the enterprises that are managing the business in 'sense-and-respond' approach and my post here is somewhat aligns to that thought process. There is a very good post here for those of you who are interested in further venturing into it. Coming back to the topic, let me now drive through the key difference that 'sense and respond' paradigm brings into social CRM.

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January 10, 2011

Enterprise Collaboration and Social CRM - exploring the relationship?

Often, I have come across the term "Enterprise collaboration" and that too mostly in the context of Social CRM.  In my view, the primary relationship between Enterprise collaboration and Social CRM is due to 'Social' behavior shown by the people and that's about it. The objective for using either of these in the organization can be as different as chalk and cheese.

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November 3, 2009

Social Media – Feedback is essential and an important ingredient of SCRM. Use it to benefit

Scene-1
A tweet by client9 - @no1insocialmedia | thanks for the demo today. Would love it if the community creation in the tool could latch on to the private cloud.

Scene-2
Our Mike, Matt and John(the CIO) are in a meeting to pore over tomorrow’s sales pitches.
Matt:
John, Mike was mentioning about some feedback he received on Twitter today from our client from the coast side, about cloud integration capability.

Scene-3/Act1  John: Yeah, Matt lets put it on our to-do list anyways the product management has a long list.

Scene-3/Act2  John: Great Mikey! Matt, let’s use this feedback and see if we can prioritize this one as client9 has been a good advocate of our business. Lets use this feedback effectively as otherwise we need to request such ones. It also costs you see.

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July 22, 2009

CRM in Governance

The government is a big customer when it comes to IT applications. As tax paying citizens or as non-immigrant skilled workers in our various assignments, consultants like me would have had opportunities to interact as a customer with various CRM applications in many countries. You might have applied for a Tax or a Social ID related requirement. What has been your experience? Have you experienced customer delight in any situation?

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