Strategic Partner Management - Does PRM deliver?
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August 21, 2009
July 07, 2009
White labeling products - Solutions to some common challenges
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May 17, 2009
The white labeling business and importance of CRM
White labeling of products/services is not a new business and is in every sector. However there is a big difference from products to services industry. White labeling of services involves integration of IT systems on both sides of Retail Service Provider (RSP) and Wholesale Service Provider (WSP).
This is throughout customer life cycle starting from marketing the services as retailer branded products, fulfilling and assuring of the sold products under RSP's brand in the WSP's IT systems as well as RSPs systems. The example situations where white labeling is used is British Telecom's internet services are being sold by Royal Mail, Vodafone, O2 etc. Similarly in India, local cable operators and internet service providers sell the products/services in their brand name.
Traditionally we are aware that the CRM systems used for product catalogue, marketing, sales and order capture as a part of customer data and relationship functionality. In some cases CRM tools go to the extent of service assurance (recording customer problems and tracking the SLAs).
I tried to think about few important areas in CRM that gets impacted by this latest business model. These include
1) Wholesale Product Catalogue Management - Creating and maintaing these new wholesale product catalogues for Retail Service Providers and ensuring the synchronisation of these product/services between RSPs and WSP systems.2) PartnerRelationship Management with these RSPs who can make our services penetrate in remote areas and in areas where the presence is less. Handling these partners is an impacted area.3) Product fulfillment of RSP Customers When RSPs sell the white label products in their brand, the corresponding product on WSP needs to be fulfilled/provided and track that order to closure, this impacts the CRM system and related integration on WSP side. Also B2B integration with the RSP systems.4) Assurance to RSP Customers Ensuring that if a customer problem arises because of the systems (not only IT) on wholesale service providers side identifying those situations and providing solutions to the customer and also informing the RSP about the progress of resolution is WSPs another important area.
These are a few that came into my mind. Can we think of a few more areas that gets impacted and how can we accomodate this new business model? Can we think of a small framework to address this latest business model? Waiting to see your inputs.
May 08, 2009
Faulty CRM and Anniversary blues
Tomorrow is my marriage anniversary and here I am, 750 miles away from my wife, secure in the thought, that, thanks to the sophisticated systems of online retailers I can wow her with a nice bouquet of roses in a jiffy. Well I logged in very early in the morning to one of India’s most reputed online retailers and spotted that lovely bouquet which would make my wife swoon, and quickly transferred it to my shopping cart, and then, clicked on "proceed" and was connected to my bank, after feeding in the account details and pressing confirm I got the approval instantaneously.
March 02, 2009
Investment in CRM – Is it relevant NOW?
I was browsing our internal Blog community and came across some interesting points penned down by Khanchana on the relevance of CRM investments in the current economic scenario. Here are some interesting excerpts to take away from her blog.
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