Infosys’ blog on industry solutions, trends, business process transformation and global implementation in Oracle.

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February 3, 2015

Disappearing Sales Process & Emergence of Marketing Automation

According to research conducted by CEB marketing leadership council in partnership with google, around 57% of the sales process or due diligence process is over before a prospect ever talks to sales person.  The classic sales process of engaging a customer, qualifying the customer, creating opportunity, making a proposal, closing sale and following up, is fast changing. The customers are changing the ground rules. With advent of social media, smartphones, apps, mobility etc., there is a demographic of customers who are swaying away from the traditional sales process.

Continue reading " Disappearing Sales Process & Emergence of Marketing Automation " »

April 29, 2014

Face of the CRM Apps: Part III

Guest post by
Richa Thakur, Senior Associate Consultant, Infosys Limited

Bonding with your customers has become the only key of survival in the cut throat competition. In our previous blog we discussed about the challenges faced by the enterprises as the 'Makers of CRM Apps' and trends that would be the game changers in the CRM Apps Market space/ Here I am with the last part of my blog with the remaining trend and the questions the Customers/Businesses face they are the buyers.

Continue reading " Face of the CRM Apps: Part III " »

October 23, 2013

Leading the Customer Service Commitments (Part-1)

Guest post by
Saurabh Dwivedi, Consultant, Infosys

 

One fine morning, I got a call from car service center reminding me of due car service.  I was aware of the due service but appreciated this initiative. I checked with the service agent for the availability of dashboard glove box which my 3 year old champ has accidentally pulled off. The line went quite for some time and then service agent responded that the parts are available and I can visit for service and also get it replaced same time.

Expecting to get the part fixed along with the due service, I got an appointment for weekend, travelled to another corner of the city and finally landed up at the center. I was received well but to my shock and surprise when I checked for the part, the assigned technician updated that the particular part is out of stock. The whole customer experience journey came crashing down upon hearing this. Since, I had travelled to another corner of city, I didn't have many options. I got my service done and returned with bad experience.

Continue reading " Leading the Customer Service Commitments (Part-1) " »

October 22, 2013

Face of the CRM Apps (Part-1)

Guest post by
Poonam Gujral Nagra, Consultant, Infosys

 

Surpassing the Cut throat competition and keeping pace with innovative CRM trends all lead to a common point of bonding with the customers like never before by gathering information about the customers visualization for Service Reliability, Usage, Enhancement and Scalability. The next generations CRM Applications will change the way enterprise do business. The organizations are trying to decode the future of the next gen CRM Applications.

We have identified five trends in CRM apps space through which the enterprises can win more customers and effectively manage the relationship with the existing customers.

Continue reading " Face of the CRM Apps (Part-1) " »

September 25, 2013

Siebel Open UI: Beyond usability experience

Guest post by
Karan Nanda, Senior Consultant, Infosys

 

The Need:

Siebel Open UI is the UI patch released by Oracle Siebel as part of 8.1.1.9 release. It enhances the way Siebel UI can be customized to give a much better user experience. Beyond these, Siebel Open UI provides numerous productivity improvement benefits. However, where these benefits are not apparent, these need to be highlighted explicitly so that existing customers can realize the potential of Open UI beyond just usability improvement. Open UI provides many features namely browser independence, 3rd party integrations (facebook, twitter, weather & traffic updates), Color coding, 360 degree dashboard with collapsible applets. The decision makers may want to evaluate the ROI of Open UI implementation.

Continue reading " Siebel Open UI: Beyond usability experience " »

September 18, 2013

Hitting a home run by going social

Guest post by
Tulica Tripathi, Senior Associate Consultant, Infosys

 

Consumer behavior has undergone drastic change over the past few years. Today, customers recommend a new product on Facebook, share an interesting campaign on their wall, tweet publicly about their bad experiences and sometimes, purchase directly from social sites!

Social media, therefore, can be used very creatively and uniquely across industries to increase customer engagement and generate more buzz around your brands. Let's talk about some successful examples where social media was used to create online buzz.

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September 16, 2013

Cloud Vs On Premise - Where do you go?

One of the most frequently asked questions by Enterprises all over the world today is - Should their Applications be on the Cloud or On-Premise?
My 3 part Blog series tries to answer this question by looking at various aspects of Cloud and On Premise solutions and then coming up with the best suited model as per Customer Business requirements.

In the first part of this blog series, we will be taking a deeper look into the features of both the Solutions.

Continue reading " Cloud Vs On Premise - Where do you go? " »

August 30, 2013

Service Excellence through Enterprise Knowledge Management

Guest post by
Runal Vinodchandra Vakharia, Senior Associate Consultant, Infosys

 

We are in times where the world is moving at a faster pace, customers are matured and companies are competing with one another to retain customers, while looking to increase revenue from current customers. This has led to the understanding that service offerings can be important differentiators and provide an opportunity to create a customer bond through emotion therebyRunal - Image - 12.jpg improving overall customer service experience. One of the tools to enhance customer experience is by deploying knowledge management tools to disseminate key information to service personnel/customers on the fly.

Continue reading " Service Excellence through Enterprise Knowledge Management " »

August 28, 2013

Measuring the Success of Customer Experience Management

Guest post by
Ruja Basnet, Senior Associate Consultant, Infosys

 

Organizations invest time and effort in undertaking customer experience (CX) transformation programs and redesign many business processes with an aim to become more customers centric. In view of this, measuring the success or otherwise of a CX program is of critical importance. Just like there is an effort to redesign business processes, it is also essential to choose the relevant metrics to measure the success of a CX transformation program. A basic understanding of CX success factors and process to measure it sets apart an enlightened CXM approach from just another BPR project. Correct measurement of customer experience enables organizations to identify concern areas, monitor the improvement on those concerns and always work towards being meaningful to its customers.

Continue reading " Measuring the Success of Customer Experience Management " »

August 23, 2013

New approach of Social Project Management with Oracle Fusion PPM

Guest post by
Sandeep Suresh Deshpande, Principal Consultant, Infosys

 

Project teams today are exposed to increasing pressure to complete the project on time within budget under dynamic conditions of -

  • Rapidly changing Project Management perspective
  • Distributed teams working in highly volatile environment chasing moving targets
  • Problems arising out of knowledge dissemination
  • Complex long running projects

Continue reading " New approach of Social Project Management with Oracle Fusion PPM " »

July 3, 2012

CRM to CXM to C3E - Innovation or Evolution?

While CXM (Customer Experience Management) was floated as a concept almost a couple of years ago, it seems quite recent in wake of the fact that CRM (Customer Relationship Management) has been the mainstay of enterprises worldwide for almost 2 decades now. Despite the fact that most of the organizations are yet to latch on to this, and the fact that the ones who have latched on are yet to mature the concept when implemented on ground, the industry is looking for something newer already. The new acronym on the block is C3E (Cross-Channel Customer Experience), and at least for now it seems to satisfy everyone's appetite for innovation.

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October 10, 2011

Video: Social CRM - Delivering the Next Generation Customer Experience

Guest post by
Rakesh Kumar, Industry Principal, Service Innovation Strategy, Infosys

 

Continue reading " Video: Social CRM - Delivering the Next Generation Customer Experience " »

August 24, 2011

Can Social Media be the next big lever for Business Intelligence? - Part 3

Guest post by
Karan Chadha, Associate Consultant, Infosys

 

In Part 1 of this blog, I had talked about the immense potential that Social Media data holds for getting transformed into business insights. In Part 2 I moved on to discuss Social Media Intelligence (SMI) tools and the key value adds that they provide to Organizations. I will now move on to the piece that is the most relevant for us; the piece about integrating SMI tools with conventional reporting tools like OBIEE and establishing an integrated reporting environment; an environment which leverages insights from structured enterprise data as well as fluid social data.

Let me touch upon two facets of what is now broadly known as Social BI:

  • Transforming generic insights offered by SMI tools into actionable customer specific insights
  • Richer customer insights by leveraging social data in conjunction with traditional data

Continue reading " Can Social Media be the next big lever for Business Intelligence? - Part 3 " »

March 10, 2011

Social CRM in Insurance: A fly by..

Social CRM has been one of the top trends that have been witnessed in the CRM space in recent times. As per a study by Gartner Research, by 2013 the total investment in Social CRM space would exponentially increase to around 1 billion dollars, about 8% of the total CRM spending. In Social CRM the customer sits in center of the CRM processes and is an active influencer in business decisions. The customer and organization constantly interact and collaborate in order improve the customer experience. In return, the customer becomes an advocate of the organization highlighting the work done by the company. Social CRM is not just about bringing the customer in the center of the processes but it requires a change in the strategic outlook of the organization.

Continue reading " Social CRM in Insurance: A fly by.. " »

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