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.

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August 23, 2017

[Online CRM] Solution Approach & Design Principles

Recently, we went live with a huge public sector implementation for a major transportation unit in North America. As a next step, the client asked us to devise an online portal to better customer experience and reduce their employee work load. As part of this blog, I have elaborated on the strategy and key design principles adopted in designing our web CRM application. It captures detailed aspects which were thought upon to make the online CRM portal implementation a successful one.

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June 8, 2017

Era Of Personalized Marketing...or is it Hyper-personalization?

It's a bird. It's a plane. It's Superman!! Yes! Yes! Its Superman and the consumer is the true superman in today's world. From spray and pray to personalized to hyper-personalized marketing - we are looking at a paradigm shift in how the marketers reach out to consumers. This is quite easy to achieve for online sites and we see if on amazon, google, flipkarts, facebook etc etc. Its pretty common to do some shopping or browse through some products on amazon and then log onto facebook and see an ad for these products. The challenge is how do we achieve this level of personalized marketing in brick and mortar scenario and retailers are lapping up new technologies like Geofencing, Beacons, Smart mirrors  etc to rise up to this challenge. 

A Geofence is a virtual perimeter that you define around your virtual store. If a customer enters this "virtual geographical location your application identifies and can send across a pre-defined message to the customer. So for e.g. you can use Geofencing to identify your most loyal customers that are near your store, look at their purchase history and send out offers that might be of interest to them. This will create a personalized marketing experience and also pull them to the store, even if they were not planning to walk in. Now imagine another use case for a fashion retailer and the customer walks into your store. Using Geofence you are immediately notified that is customer's birthday and you quickly arrange for a bouquet and have a birthday celebration! This will create immense customer loyalty and personalized experience.

While all this is good, we do have some challenges with Geofence. The first one being, does the customer require to have your mobile app and do you always need the customer to be logged into the app? Well, let's accept it - most users will not have your mobile application up and running all the time. So you mobile app should be able to run in the background but importantly it should not consume much battery or data. The other important point to factor in is what should be the perimeter of your Geofence? This has to be designed based on the use cases and there will no one rule that fits all. For e.g. if you are in an urban area, you want to have a smaller radius like 100 meters. In indoor locations, like malls, with WiFi availability, this can be further reduced based on the density of  WiFi's. More the no. of wifi spots, you can have higher accuracy and can reduce your geofence radius. If you are near highways or in rural areas with lower density, then you should consider expanding this radius.

Lastly, it is also important to not send too many messages which have no context. So evaluate your business use case and then create an offering which doesn't spams the customers but provides them with relevant and contextualized message.

An even more personalized marketing can be achieved by using Beacons.  Beacons are bluetooth devices that employee lower energy bluetooth wireless technology that help to pin point the location of customer  in indoor spaces. This helps marketers to identify the precise location of the customer and send out contextualized message based on the location of the customer. For e.g. a beacon could be placed at the entrance of the store and when a customer walks in the retailer can send a message to join the loyalty program. On the other hand if an existing customer walks into the store and the person using the retailer's app, then a beacon could identify this and notify to the CRM system. You could then run real time analytics on the customer to offer a personalized offer based on customer purchasing history. Another example could be if a VIP customer walks into the store and it's his/her birthday.  Beacons could be used to identify the customer and the store manager could quickly organize a small birthday cake or gift for the customer, thereby creating a great customer experience! Beacons are already being implemented by a lot of retailers and we will see of lot of interesting implementations in the coming years.

As you can see, we are now moving to an era where the physical and online marketing are merging and personalized messaging is the new mantra of the marketers.

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

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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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.

 

CarePlus Title picture.png


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.


DreamForce Launch Collage.jpg

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?

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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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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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 8, 2013

The Siebel Roadmap

By Praveen Kadayinti

Senior Associate Consultant, Oracle Practice, Infosys

I was looking forward to the Oracle conducted session on "Siebel Spring Release and Roadmap" that was planned for July 1 2013. With Oracle's focus on Fusion, and the growing influence of cloud based CRM solutions, it would be interesting to see what the future held for Siebel CRM - which is a relatively costlier, on premise solution. The session surely did not disappoint Siebel enthusiasts, as at least from the owner Oracle side, it promised to continue support for Siebel CRM.

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March 12, 2013

CRM Analytics in Telecom

CRM Analytics in telecom is an emerging yet partially explored area. In today's competitive landscape and cut throat competition, Service providers must give something 'extra' - Extra in form of personalized recommendations, possessing a predictive tool for identification of customer's needs, making offers which the customers can't refuse and so on. Telco's should not only be able to increase revenue but also retain the existing customers. Irony today is that Telco's are seated on a data pile but they are unable how to use it. Loads of customer information in form of Network data, Customer data, Location data etc. lies stagnant with Telco's. In the years to come, Telecommunications industry is sure to be an important data source for myriad other industries - be it Retail, Banking or even insurance!

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March 11, 2013

Salesforce.com Looping in E-commerce

Our team recently implemented a Product catalog tool built on force.com for one of our manufacturing customers. This tool assisted our client's website visitors in searching for appropriate products which match their requirements. However, what surprised me was the missing linkage between the catalog and the purchase process. How nice it would have been, if customers were given an option to make their purchasing decisions right there on the catalog page rather than contacting the call center or filling up a "Contact Us" form to show their interest. That would make perfect business sense more so because this Client is using Salesforce.com extensively for both their sales and service processes automation.

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February 20, 2013

Enterprise CRM and DWH hand in hand- Supporting Analytics, CRM, BI to drive Business

CRM - Customer relationship Management (CRM) is integral part of every organization success story board and using right source of information at the right time, it can change the dynamics of the organization. CRM is used potentially by the business and its underlying data, infrastructure and application are being managed by IT. Most of the time, CRM Application is the most downstream application in the enterprise architecture; CRM gets data from various source system - Point of Sale (PoS) systems like retail, online, direct channel, various data enrichment stream like Big data e.g, Clickstream data, web log, social networking liking and comments, 3rd party file, customer review comments, common touch points like customer complaint, call back information, prospect capture. Some of the CRM application helps in capturing new prospect through direct channel and sometimes is used for updating existing customer contact details along with notes as well.

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July 2, 2012

Future of Business & Commerce in next decade: Part 1

Origin of business and commerce dates back to circa 150,000 years back(1) when prehistoric people started using trading to get things they needed. As it is assumed that it must have started by offering whatever one person has in exchange for some other thing which he wants. It established three basic elements of business; Buyer, Seller and Transaction. With progress in civilization, Business & commerce has evolved a lot and would continue to change in future too.  However, I believe, fundamentals of business has always been remain same and in coming future too, they would remain valid i.e. customer on realizing need for some product (buyers) would approach sellers of the product (organization) and make payment to get the product (transaction).  What is going to change in future is the way customer's need is recognized by customer herself and by organizations, the way alternatives are searched and information is processed by customers and organizations, and the way purchasing decisions are made by customers.

Continue reading "Future of Business & Commerce in next decade: Part 1" »

April 10, 2012

Service Capital: Fuel for Insurance Industry - Part 2

By Prashanth N.

We are at the dawn of "Big Data" era. Data is available in plenty; internet traffic is expected to reach 667 Exabyte by 2013. Powerful analytic tools are also under development like in-memory computing technology Hana by SAP or Oracle Exalytics. There are analytic tools to handle the unstructured data from social network for example "sentiment analysis tool" by SAP which can be used to analyze comments on social networking sites. For insurers this could solve dual problems; they could develop new products customized to needs of client and also detect fraud. Insurers are looking at developing 'Social-Risk-Profile' to proactively detect frauds or fraudulent behavior of their customers. Future/current needs of insured could be derived from the kind of social activity, customers could be categorized into groups and products could be modeled to suit the characteristics of the groups.

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March 30, 2012

Service Capital: Fuel for Insurance Industry - Part 1

By Prashanth N.

New transparency rules, new products, new sales channels are few developments in insurance sector, however the critical development has been shift from product-oriented to customer-oriented model of business. This primarily implies Insurers need to pull customers to them rather than fighting price wars on push-products. Customers are looking for more transparency in communication, customized products and timely service from their Insurers. The relationship of insurer and insured commences with contract of good coverage for a reasonable price. Attractive marketing campaign and good sales effort could sell a product, however the acid test occurs when claim is made; this is opportunity for Insurer to offer prompt, quality and quick customer service.

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January 5, 2012

Enterprise networking using Salesforce Chatter

In today's complex networked organizations, integration of different business functions has become more important than ever. Consider the case of a manufacturing unit - the procurement team requires inputs from inventory management before placing orders for raw materials; the manufacturing division has to negotiate with resource management for optimizing human and capital resources; and the sales team has to constantly keep the finance department in the loop about customer pricing. Up-to-date information has to be shared across the organization for centralized decision making. The need of the hour is a platform that helps business information to be shared in real time. Enter Chatter, the enterprise networking application from Salesforce.com.

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September 8, 2011

CRM Essentials for Group-Buying Sites

Social commerce is being talked about as a game changer for organizations in the near future. The adoption will be quicker for those operating in B2C domain. Social Commerce in itself is an umbrella under which many sub-models can be defined. One such model that is gaining popularirty are the emergence of Group buying sites like Groupon, Snapdeal.com and others.

This business model has seen lot of growth in recent times. Be it the incessant amount of funding for start-ups or the craze among customers, this concept has caught the eyes of all alike. Being a customer for few of them, somehow I couldn't resist myself in analyzing the model from CRM standpoint. Thanks to my passion with stuffs that brings value to 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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August 9, 2010

Using Personality & Horoscopes in enriching CRM

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

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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.

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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.

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