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.


November 29, 2017

Achieving predictable outcomes - Dream Launch of AgilePro

Over the last 10 years, we have seen Salesforce implementations getting evolved from a simple standalone Sales / Service application to a complete ecosystem which includes Sales, Service, CPQ, Ecommerce and other edge applications. The landscape today has a large number of integration with complex data transactions. Many of our enterprise level customers are facing one or more of the following challenges?


  1. How can we foresee risk across Cost, Schedule and most importantly Quality?
  2. Can we drive simplification of ecosystem, standardization and Industrialization of the delivery process?
  3. Is there a single platform which we provide coherent automation?


At Infosys Salesforce Practice, we feel there is a Need for Governance @ Source which can enable our customers to achieve predictable outcomes to effectively address these challenges.


Infosys AgilePro is one unified platform on Salesforce which provides Governance @Source by focusing on the following areas:


  1. Teams - Gamified guided development and knowledge management through an AI based Chatbot (Probuddy) for enhanced delivery output
  2. Release Agility - Smart Release Planning and defect management for enhanced productivity and predictable delivery outcomes
  3. Automated Delivery - Best of Breed Tools virtualized and provided as a E2E Continuous Integration / Continuous Deployment Pipeline
  4. Quality - Comprehensive Delivery Output Assessment through Best Practices Enforcer
  5. Environment - TCO and ROI analysis of the Salesforce ecosystem
  6. Application Care - Org Health Analysis, Impact Analysis and one-click Customization through AppCare+



We have launched Infosys AgilePro in Salesforce's annual Tech Gala - Dreamforce 2017.


Feel free to write to us at AgilePro@Infosys.com for more details on this Enterprise Agility Platform.

More on AgilePro:


What is AgilePro?

Why does the world need AgilePro?

Functional Capabilities & Data Sheet

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.

Continue reading "Win by bumping up your customer's Digital experience" »

April 7, 2017

Artificial Intelligence - how it will impact CRM?

 By Alpesh Chauhan, CRM Lead Consultant, Oracle Practice, Manufacturing Unit, Infosys

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.  

Continue reading "Artificial Intelligence - how it will impact CRM?" »

March 18, 2016

Addressing challenges for CRM implementation in Public Sector

In my previous blog, I talked about key challenges which we faced while implementing CRM for public enterprises. The only way that we could successfully overcome these was by finding solutions to address them. As part of this blog, I wish to discuss key aspects which helped us overcome these challenges during the course of CRM implementation.

Continue reading "Addressing challenges for CRM implementation in Public Sector" »

October 19, 2015

Challenges for CRM implementation in Public Sector

As we know, Customer Relationship Management (CRM) is a strategy and methodology to manage ongoing and future relationships with customers. CRM today is growing rapidly and harping on this unprecedented CRM growth are public sector enterprises (PS). These are government organizations which work for the benefit of citizens directly or indirectly. Governments are increasingly getting on CRM bandwagon to improve services across multiple channels and deliver fair assessments to citizens being transparent in every possible way.  In this blog, I wish to discuss the key challenges which we faced while implementing CRM for public enterprises.

Continue reading "Challenges for CRM implementation in Public Sector" »

September 30, 2015

Augmented Reality: Issues of Perceived Reality


Augmented Reality or the perceived reality is the in-thing these days. But as we know that there are always two sides of the coin and here I am to discuss the issues/darker side of this perceived reality.

Continue reading "Augmented Reality: Issues of Perceived Reality" »

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.

Continue reading "Managing customer satisfaction and generating additional revenue using professional networking sites" »

August 25, 2013

Will PRISM refract the Dollars away from US Cloud Service Providers?

The recent revelations of PRISM surveillance program in operation by USA's National Security Agency (NSA), appear to have far more implications on the financial side.  For starters, PRISM is United States of America's government code name for electronic data collection & data mining.   This was an effort towards the fight against terrorism.   This program appears to be in existence for six years, but came to light recently and has caught world's attention with mixed reactions.  Some of the prominent international companies headquartered in USA have been identified as being part of this program.

Continue reading "Will PRISM refract the Dollars away from US Cloud Service Providers?" »

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.

Continue reading "CRM and Maslow Need Theory" »

August 6, 2013

How secure is your cloud based CRM solution?

A seemingly legitimate solution to a business problem is often a founding stone for another unforeseen challenge. As we grow with time and technology, we need to ensure that we do not complicate things today to have an unfussy tomorrow.

While cloud based solutions (such as SaaS CRM) are inevitable, the concept also has many dilemmas enveloping it. There are concerns and apprehensions about its sustainable future, one of those concerns revolve around security. 

The Enterprises of today need technology that can not only assist and better the core business operations but also house the need to scale up, go mobile & accommodate faster with newer customer & business information necessities. 

Continue reading "How secure is your cloud based CRM solution?" »

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.

Continue reading "Salesforce acquiring ExactTarget: Is it really on Target?" »

July 2, 2013

OTT Service providers - To compete or to collaborate?

As a proud owner of a new Samsung smartphone with a 3G connection, I recently downloaded WhatsApp and was thrilled with the ease of use and connectivity. I am hooked and now I would rather send a message via WhatsApp than send an SMS. Similarly, I would rather use Skype to make an international call than use the ISD. Way cheaper and more convenient.

On reading a bit, I came across the term 'Over-the-top (OTT) ' which is used to refer to services like WhatsApp or Skype that are available over the network services provided by the Telecom Service Operator. The Telco has no control over the content or distribution of these OTT services. Now, for an end consumer like me, these services are a great advantage. But the same certainly cannot be said of my Telco service provider whose direct revenue is being reduced because I am using the OTT services rather than my SMS plan or voice minutes. OTT services are very popular, so Telcos cannot bar or restrict these for the fear of facing a severe backlash from their end consumers.

Continue reading "OTT Service providers - To compete or to collaborate?" »

Can Big Data help predict/prevent natural calamities?

On 18th June, tragedy struck Uttarakhand. Were we caught unaware by nature's fury or was something more sinister at play?

I believe that nature has its own checks and balances and gives enough indications that something is wrong to whosoever might care to listen. In this case, we couldn't make sense of signals that nature sent us.

Continue reading "Can Big Data help predict/prevent natural calamities?" »

May 29, 2013

BYOD - It's not for all

By Alpesh Chauhan, CRM Lead Consultant, Oracle Practice, Manufacturing Unit, Infosys


In my previous blogs on BYOD (Part-1 & 2), I have covered topics like 'advantages of BYOD' & 'Implementation challenges of BYOD programs'. BYOD is gaining acceptance rapidly in various industries. But does that mean your organization should also go for it? Will BYOD be beneficial in your industry? Which mobile capabilities will help in faster adoption of BYOD?  I have tried to get answers for these questions in this blog.



Continue reading "BYOD - It's not for all" »

April 15, 2013

Decoding BYOD - Advantages & Implementation Challenges: Part-2

By Alpesh Chauhan, CRM Lead Consultant, Oracle Practice, Manufacturing Unit, Infosys


I have covered introduction to BYOD and advantages of adapting to BYOD program in part-1 of my blog. Even though BYOD promises to be beneficial to both corporates and employees, implementing such program successfully is not a piece of cake.

Continue reading "Decoding BYOD - Advantages & Implementation Challenges: Part-2" »

April 8, 2013

Decoding BYOD - Advantages & Implementation Challenges: Part-1

By Alpesh Chauhan, CRM Lead Consultant, Oracle Practice, Manufacturing Unit, Infosys


Decode-image4.pngPeter  is  Sales  Manager and  his  job  involves  lots  of  travel to visit clients. He  is about  to start for the office. He logs into CRM application and checks  list  of  appointments  on  his personnel IPad. While  travelling  to customer  location, he checks client history and other details. He makes presentation to customer using his IPad. After this meeting he travels to office and prepares another presentation for next meeting on his IPad. He has downloaded useful apps which help him to complete work faster. In the evening, he uses same IPad for playing games on PS3 at his home.

That's BYOD!!!

Continue reading "Decoding BYOD - Advantages & Implementation Challenges: Part-1" »

November 27, 2012

Dreamforce 2012 - Ideas Unlimited

Industry's largest vendor lead technology conference kicked off with 1 message, 2 brand new products and a never ending list of ideas

Message: Business is Social

Social Revolution.jpg

Mark kicked off the event by presenting several statistics about how social revolution is impacting today's businesses and how salesforce.com through its innovative products is built to take advantage of this revolution
Social Revolution as we have seen in the past is a result of interactions that was enabled among st interested parties around common interest areas, The question that is being persistently asked is how can organizations embrace this culture of social interactions and benefit from the same.

Salesforce.com's response to this is to have an environment where we have Connected Partners, Connected Customers , Connected  Employees & Connected  Products. 

Connect with Customers.jpgThe series of presentations that followed demonstrated the means and approaches organizations can adopt using the products from Salesforce.com to embrace this social revolution within their organizations

I. Marketing Cloud- Salesforce.com's newly introduced marketing application,

Allows users to
 Manage Brand presence across Social channels (YouTube, Twitter, Websites, FB, Smart Phones etc.,)
 Measure Activity & Engagement
 Optimize and Target Social Advertising,

II.Work.com: Salesforce.com's social performance management solution,

Work.com helps organizations to align, motivate and drive great performance amongst their employees
Note: What used to be Rypple.com  6 months back is being rechristened as Work.com

III. Salesforce.com Platform

Along with Force.com, Chatter is increasingly being used as the go to platform for customers of Salesforce.com
A couple of Salesforce.com's customers displayed how they have weaved together the functionality of Chatter and their custom applications built on the Chatter platform resulting in a completely customized application,This new application is being used by employees,partners & customers in which all of their information is seamlessly integrated.


IV. Sales Cloud Innovations:
Salesforce Touch : Ability to run salesforce.com on Tablets & Smart phones for the users on the go,
Connected Partners: Ability to create Chatter communities for Partners
Social Key: Data.com can be used to import identities of your customers and their social profiles into the CRM application using these social keys,

V. Service Cloud Innovations
Federated search functionality - Sunlight Search : Allows users to search legacy files systems, repositories, archived files in Knowledge basis, Share-point all of this without leaving salesforce.com,
Desk.com: Service cloud for small businesses within built in capability to escalate cases to parent organizations for faster resolution
Customer Self service: Chatter Communities for service where customers will be able to collaborate, ask questions amongst themselves, discuss  workarounds, etc., Employees too get involved if needed, Questions asked in these forums gets responded by the power of  crowd sourcing.

The event came to close with an interesting key notes from Richard Branson (CEO, Virgin Group) on his "Journey with Virgin", Jeff Immelt (CEO, GE) & General Colin Powell on "Leadership" ,Dr.Larry Brilliant on "End of Pandemics" & Dr.Dean Ornish on "The Power of Lifestyle Changes & Love"

Content & Images: Courtesy Salesforce.com


July 16, 2012

Can Remote Device Monitoring benefit Field Service organizations

We all at some point of time would have come across "Remote device monitoring" or Machine to Machine Communication as an advanced way to interact with remotely located devices or equipment. Organizations have leveraged this breakthrough technology in various ways to pro-actively monitor the functioning of the devices and to take remedial actions before a major fault occurs. Remote Device Monitoring has seen wide spread usage in industries as diverse as Security management to monitor and control surveillance equipment and alarms, Transportation fleet management, provisioning of utilities such as oil, water or electricity, Production management in Manufacturing.

Continue reading "Can Remote Device Monitoring benefit Field Service organizations" »

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.

Continue reading "Service Capital: Fuel for Insurance Industry - Part 2" »

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.

Continue reading "Service Capital: Fuel for Insurance Industry - Part 1" »

February 28, 2012

CRM - Telematics

With very few litres of petrol, a mobile phone which has no charge. With hailstorms and incessant rains and deserted road with no directions ...
I hope many of us may encounter these kind of situations. This gave me a start to think over, why not indian automobile market use the telematics technology which I have seen as  part of telematics implementation for a UK car manufacturing company?

Continue reading "CRM - Telematics" »

January 5, 2012

Cloud Computing: Will it thunder or rain?

Higher productivity, better resource utilization and innovative solutions are some of the critical factors for sustainability of any organization. In today's highly competitive environment, organizations need to be more agile, flexible and able to respond to changing customer preferences quickly. IT, as an enabler of doing business efficiently, has always provided a bucket of solutions to organizations to achieve their business goals. Customized applications, SAP, Oracle, Siebel packages etc. are some of the preferred solutions for the organizations. Although these IT solutions provide desired results to organizations but their implementation and maintenance are huge upfront costs for any organization. In global economic uncertainty and tightening market, organizations need to evaluate other options which are secure, reliable and cheaper. It makes a case for cloud computing based IT solutions. Cloud computing has become buzzword in today's business world globally and organizations are certainly cannot ignore it without evaluation.

Continue reading "Cloud Computing: Will it thunder or rain?" »

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 :).

Continue reading "CRM Essentials for Group-Buying Sites" »

March 23, 2011

Day 0 and Day 1 @ SAP CRM 2011 Conference in Orlando, FL, US

Being the flagship event for SAP CRM, it is always exciting to attend this annual event which is about getting the news, views and networking opportunities related to CRM solutions from SAP.

This year the event is being held from Mar 21 - 25 in Orlando, FL, USA. First day being the jumpstart day, the real action began from Day 2 with the keynote session delivered by 'Jujhar Singh', SVP CRM Solutions for SAP.

The message of the keynote presentation was on the need to make a positive customer experience resulting in TRUST for your company. As the cross channel communication is on the rise, companies need to harmonize the processes and data irrespective of the customer touch-point leading to "One trusted View of the customer".

Having this theme to begin with, SAP's thrust of providing solution "On Demand, On Premise and On Device" was very much evident. There was additional emphasis on SAP's unique approach for CRM framework of excellence, having three key elements like Interaction, Operational and Decision Excellence.

Among the key announcements was the launch of 'Sales - On Demand" solution by SAP around Apr 2011. There was a lot of buzz around it with multiple speaker and hands-on sessions planned for it.  SAP later hinted that this could be the end of road for SAP's investment in their existing SAP CRM on-demand solution, which has been in the market for 4-5 years but has yet to get desired traction in terms of adoption.

"Sales-On demand" solution has been built on "By Design" platform with a completely new User Interface. Look and feel of the new UI was very refreshing and distinct than any other existing SAP solution. One can't ignore the Twitter like feeds, integrated object updates, integrated analytics, ERP interface, outlook integration and much more. More details on this solution can be fetched from http://sales.ondemand.com/

Another buzz was around SAP's new web channel platform, which has been due for release for a long time. Tentative timeline for its release is around July 2011. The demo gave the glimpse of what to expect from new solution in terms of common platform for B2C and B2B processes for sales, service and marketing. On the flip side, there might not be a smooth upgrade path for the existing web channel users to this new solution.

Mobility, Social CRM and High Volume Real-time Analytics were the other key focus areas during the keynote address.

Sybase's expected release for Mobile Service and Syclo's joint development with Sybase on its Unwired Platform (SUP) were the discussion points in mobility area. SAP's additional offerings in Social CRM integration (Twitter, Facebook) with SAP CRM clearly demonstrated the upcoming trends.

The day later progressed with multiple sessions on SAP CRM roadmap, enhancements in EhP1 components, Rapid deployment solutions, partner solutions, customer case studies and many others.

The large gathering of customers, consulting companies and analyst clearly demonstrated the excitement in CRM solutions by SAP.  

The day ended with Ask the Expert session and welcome reception with ample opportunity for socializing with other guests.

Will keep posting you all with updates for following days, so stay tuned...

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.

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

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" »

January 8, 2010

Smartphones: The Need for ‘Smarter’ CRM

Customizability and Simplicity would be the distinguishing characteristics of smart-phone CRM applications.

“Hi,  I’ll take the iPhone”
“ Sir, Why don’t you try our other smart-phones models like…”
“ I’ll take the iPhone”
“..we have a special offers with monthly bill discounts, for these other models…”
“I’ll take the iPhone”
“ …Sir, we have received numerous service complaints with the iPhone and ..”
“I’ll take the iPhone”

Continue reading "Smartphones: The Need for ‘Smarter’ CRM" »

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.

Continue reading "Oracle PIPs: Redefining Real Time Integration" »

November 3, 2009

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

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.

Our Mike, Matt and John(the CIO) are in a meeting to pore over tomorrow’s sales pitches.
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" »

June 6, 2009

Empowering the Next Generation Call Agent

I’ve had a hectic & eventful last few weeks, studying call center processes & agents in different types of call centers. I wanted to share some conclusions with this CRM community and take some feedback (and also break a chain of Customer Experience posts from my side!). This post is going to be less about the processes and more about the agents…

‘Average talk time’ and ‘Service levels’ continue to be the most significant measures of an agent’s performance. I have to jump into an analogy immediately… these measures are akin to a sales rep diligently tracking ‘SG&A’ as a key metric. These are certainly important & quantifiable metrics but need to be higher up in the pyramid. Levers to achieve good service levels and low SG&As are way broader than what a call agent or a sales rep can significantly influence. For a sales rep, the single biggest measure has been and will always be ‘Top-Line’. This, very clearly, is their raison d'être. I don’t know if we will ever achieve unanimity on this but what is the call agent’s raison d'être?

Continue reading "Empowering the Next Generation Call Agent" »

May 17, 2009

SAAS - Where is the money, honey?

True, we are going through unprecedented era. There have been feelers that the US economy has been able to overcome the tide of recession. Goldman Sachs was able to report a profit (http://www.financialpost.com/news-sectors/story.html?id=1492381), this quarter, though they had to resort to usage of a $10 billion bail-out package from the US Treasury, as late as October 2008. This may lead to more banks trying to balance and juggle their financials to declare a profit, the subsequent quarters. So what does this have to do with SAAS? Well everything! Most companies who operate in the SAAS space have been failing to pass on their operational efficiencies to the client, leading to the client aggressively trying to cut the cost outlay for managing these hosted applications. Clients have evaluated switching over to a new vendor for the hosted application or have tried to bring in-house the functionalities delivered by these hosted applications. The SAAS players have aggressively tried to reduce the per user cost and has offered slab based bundling price to keep the exodus of their current clientele list.

Continue reading "SAAS - Where is the money, honey?" »

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