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January 18, 2012

Diary of a Deployment Team

How difficult will it be to roll out existing in-use Siebel application to few more European countries? Easier said than done and that's what we have realized in past few weeks. Even after numerous process workshops and conversion sessions, we are tackling loads of setup and data issues. What does it reflect? Global roll-out is a different ball game altogether - not to be taken easily. We had the inputs from incumbent partner doing roll-outs so far. We had the documentation in place. So what went wrong?

Continue reading "Diary of a Deployment Team" »

August 10, 2011

CRM for the 'Common People'...

While the technology advancements are significantly impacting the CRM space, I wish to look back at the basics of CRM and the needs of the Customers, especially the 'Common People'.

Continue reading "CRM for the 'Common People'..." »

August 4, 2011

Agile tracking of a Waterfall model project

Today Agile methodology is getting used widely across companies to handle software development effectively. Agile is more adaptive to changing realities surrounding a project. Such projects are able to respond to unpredictability and changes effectively. 

While Agile is more adaptive, Waterfall methodology is more predictive. In a predictive method, there is detailed planning done for the future and thus it is easier to predict where the project will be at the end of a farther point of time.

I would like to share my personal experience in working in a project that managed to blend both of these methodologies for effective management and succeed in achieving customer delight. This project started off in the waterfall model. There was a very clear mandate on when this project needed to be rolled out. Accordingly a very detailed project plan was created with details of different phases that need to be executed with dates, deliverables, dependencies etc.

Today all CRM green field implementations are complex involving many semi-independent tracks having their own deliverables and interdependencies. The current scenario I am talking about involved a program that was rebuilding the entire infrastructure for their business partners and hence involved development of multiple applications that were to be integrated using an identified middleware. Also corresponding data conversion programs for sun-setting of current systems were to be executed simultaneously. So there were multiple tracks and teams in the program handling application development, middleware development, infrastructure, data conversion etc. There was an intense need to make the different teams work together as a well oiled machine with effective communication and tracking of the dependencies.

This is where we managed to utilize Agile methodology while still progressing forward on the milestones set by our waterfall methodology project plan. 


The most acknowledged advantage of Agile methodology is the ability to provide tangible deliverables to the customer in short time periods utilizing incremental releases. Here we were no going to utilize this advantage. However another great advantage of Agile, the ability to ensure effective communication and collaboration between different teams and management, was what we wanted.  Agile allows for effective flow of feedback, acknowledgement and assistance between the project teams allowing for creation of a more responsible and cohesive unit.

I will explain how we managed to do so in detail in my next post. If anyone has similar experiences or wants to share suggestions on Agile methodology, please feel free to comment.

February 18, 2011

Good, Bad & Ugly

Guest Post by

Mahadevan Meikum Perumal, Principal Consultant, Enterprise Application Integration and Solutions (EAIS), Enterprise Solutions, Infosys Technologies Ltd.

 

If you are a Wild West fan and checking this blog for Clint Eastwood magnum opus then apologies...as context setting is done...here you go

How often do you hear these comments or complaints from your operational CRM users community?

• Majority of the call time had been spent on navigating the screens in the CRM apps
• Need to switch between multiple Apps to get the required customer info
• CRM uptime or response time is an issue
• Time to run campaigns is long and unrealistic
• System stability or availability is an issues

All the above comments or critics converge towards a single issue - Yes, the Non-Functional aspects of the applications.

Continue reading "Good, Bad & Ugly " »

January 11, 2011

Are you waiting for the strategic big picture of the end-state social CRM?

The most fascinating thing that I like about the social technology solutions is the never-ending possibilities of surprises. These surprises are the innovation brewing in all garage office across the globe with countless hours being spent to discover the next 'facebook' or 'twitter' that can change the history of mankind. Reality is that probably one out of millions of the ideas running over decades becomes earth shattering but bigger reality that I tend to believe is that in the process of finding that one earth shattering idea, there are many of them that are brought to life an unbelievable portfolio of experiments, I mean real-life experiments that slowly and progressively change the mindsets and thinking of the billions of people across the globe. You and me may not even know about all such possible cases that are happening around us but these micro change agents are continuously working to bring a new tomorrow that many of us wouldn't have thought about. That's precisely the point that I want to debate about when it comes to social CRM or social commerce is considered.

Most of the enterprises strategies are aligned to achieve certain end-state that defines the stated scenario of the enterprise when end-state is accomplished. For example, all along so many years in last decade, there had been an advocated (almost) end-state of the SOA enabled enterprise. Details of technological implementations may vary, specific organizational requirements may vary but still, at large there is some understanding and expectations of the end-state of the enterprise against which most of the enterprises attempted SOA initiatives. Further, take cloud computing, more recent phenomenon. While most of will agree that no one really can predictably say where this whole cloud computing is going to go in long term but based on current vision, there is fair degree of anticipation the end-state configurations of the enterprise as cloud becomes mainstream. This is the end-state against which enterprises are and can be advised for their strategies.

So debate is about whether we believe that there is any ideal end-state against which long terms strategies of social business is possible. As far as today's scenario is concerned, I say NO...and here is why I say that

Continue reading "Are you waiting for the strategic big picture of the end-state social CRM?" »

August 9, 2010

Using Personality & Horoscopes in enriching CRM

Let me start by asking some very simple questions to all the readers - how many of you believe in Astrology? or to make it more objective, let me put it as how many of you read your daily/weekly horoscope?

Continue reading "Using Personality & Horoscopes in enriching CRM" »

July 10, 2010

CRM Application Implementation - Data Migration Strategy

In one of my earlier posts, importance of people, process and technology in any CRM application implementation is mentioned (ref). Some of the comments received for this post include on the strategy of data/information. I certainly liked this point and being in data modeling for quite some time and responsible for the data modeling in my present consulting work, I want to share a few points with my experience or knowledge in this post.

It is certain that any CRM application implementation involves data migration either from excel worksheets to the application chosen or from one CRM application to another. I generally observed that the migration team starts mapping the source data to the destination data and coming up with transformation rules for ETL tool. But I think there are a few steps to be done ahead of the data mapping exercise.

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May 27, 2010

CRM embracing Social Media: Opportunities & Challenges

by Nishith Gupta

I had been thinking a lot lately about how CRM systems could use external  feeds and how different CRM vendors would leverage it in the near future. As I was looking up on various features provided by social networking sites, I came across a recent acquisition news - 'Attensity Buys Biz360 for Social Media Monitoring'. This justifies my belief that in the time to come CRM product vendors would either plug-in the external data as an inbuilt enhancements or would try to integrate it with players like Biz360.

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March 14, 2010

Closing the loop on Marketers’ Holy Grail

Here is what Mark Killens had to say on my last blog post on functionality coverage in CRM products for Marketing Automation: “CRM systems and marketing are very important sales enablement resources. They both must include tools to manage and report on how marketing is helping and enabling sales and how to keep track of the customer after a sale closes”. Please find the post, the comment and my response here.

I perceive Mark’s comment as referring to one of the long standing challenges for Marketers – how do you attribute the end Sales revenues to the original Marketing efforts? This ability to tie the eventual revenues back to the campaigns, thereby closing the loop, has largely been either impossible or a difficult task to accomplish for Marketers - thus making it a Holy Grail.

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March 11, 2010

Self Service for Cards Dispute Resolution – A means to increase profit margins and customer satisfaction

by Vinod Nag

A “dispute” in the context of credit cards pertains to questioning the validity of a card transaction. Most dispute complaints begin in a similar fashion - the card holder communicates with the card issuer bank through one of the channels – telephone, e-mails, direct mail (posts) etc. The customer service representative will then collect the necessary details and determines how this enquiry has to be dealt with.

Continue reading "Self Service for Cards Dispute Resolution – A means to increase profit margins and customer satisfaction" »

March 10, 2010

Improve Customer Experience through a well planned Online Self Service Strategy

We have seen the tremendous rise in internet usage in the recent past. Even with such fast growth, internet penetration is only about 25% of the world population with a large scope for further growth. Also, commerce over the internet is growing due to increased transaction security and ease of operation. Companies should take advantage of this online channel for trade to increase customer satisfaction and reduce cost of operations through a self service facility. But in order to take the full advantage of online channel, companies should conduct a detailed study of the various factors involved before embarking on their online strategy.

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March 1, 2010

Is functionality coverage in CRM products today sufficient for Enterprise Marketing?

Some of you might have read the recent blog entry titled “How CRM products can aid Marketing” by fellow Infosys CRM blogger Vamsi Krishna. He ended his entry with the question “are marketers really using these CRM product capabilities to the maximum extent?”

While that certainly is a relevant question to ponder for small scale and stand alone marketing implementations, a deeper look at the needs of large scale Enterprise Marketing departments seems to indicate that functionality coverage in today’s CRM products is not sufficient.

Continue reading "Is functionality coverage in CRM products today sufficient for Enterprise Marketing?" »

February 22, 2010

SAP CRM 2010 Insider Conference

The SAP CRM 2010 Insider conference is being held this year at Orlando from Feb 23 to Feb 26. This is by far the most important event for people following SAP in the CRM space. Customers, Partners, Solution vendors all demonstrate equal excitement to be a part of this annual event.  With slight hope of economic recovery I am hoping this year the participation would be even better than what was witnessed last year.

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December 30, 2009

Facing Re-Implementation vs. Upgrade dilemma for your CRM systems? - Part 2

In Facing Re-Implementation vs. Upgrade dilemma for your CRM systems?, I tried to set the context on the typical dilemma an enterprise is confronted with when it has to choose between Upgrading vs. Re-Implementing it’s CRM Application and I have taken Siebel as the CRM package for elucidating my thoughts on the same.

Continue reading "Facing Re-Implementation vs. Upgrade dilemma for your CRM systems? - Part 2" »

December 29, 2009

Stakeholder Expectations from a CRM Application

The success of a CRM implementation lies in its acceptance for use by the various stakeholders. The stakeholders vary depending on the industry and application in question. Some of the stakeholders commonly involved in CRM are top management, marketing managers, retail sales agents / call center agents / field sales agents, customers using self care applications, dealers and product managers. Each stakeholder has their own set of expectations from the CRM system. Based on my experience in working with some of these stakeholders, I have listed below some of their expectations:

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December 24, 2009

Oracle PIPs: Redefining Real Time Integration

I am sure a lot of us are already aware; few months ago Oracle released Process Integration Packs (PIP) based on Oracle Fusion Application Integration Architecture (AIA) framework. These PIPs establish pre-built integration between applications via AIA layer and are modeled on the SOA best practices. Through this article I have attempted to analyze the key features of the PIPs as well as the challenges that might surface while implementing.

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December 10, 2009

CRM Strategy - Business vs. Technology

Having worked on CRM system implementations for quite some time, I have been listening to one common statement from business / product managers - I am not satisfied with the CRM system that is being deployed/was recently deployed. It is a common complaint across the spectrum, right from small businesses to the larger enterprises. Why this does happen again and again, that too across the world? Is it that technology cannot meet business requirements and expectations all the time? In this post I would like to discuss one of my observations and find some ways to address this issue.

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November 27, 2009

Back to CRM Basics: Why Social Media-CRM can wait!

Ever heard of Arena X-Glide, polyurethane swimsuits? Or of the 16 world records broken in the recently concluded swimming World Cup? They share an uncanny resemblance to our own superstar, Social CRM!

Allow me to explain…

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September 25, 2009

Customize, Configure or Out of the box. What’s the impact for solution delivery?

Recently, I was asked by a customer how we could deliver an “out the box” solution for a back office billing project.  Their reasons for asking this are sound; they’ve heavily customized package applications in the past and have been unable to follow product upgrade paths without large expense. On the other hand, they also understand that their business cannot simply adapt itself to mirror the functions of an application whilst maintaining a competitive advantage in terms of process and products.

Continue reading "Customize, Configure or Out of the box. What’s the impact for solution delivery?" »

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