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.


March 7, 2013

Fusion Customer hub - trend setter for innovation

The term "Fusion" means combining together diverse aspects and blending them into something simpler and easier to manage, maintain and comprehend etc. It is lot like Fusion music, where the classical Indian music is fused with the western style and you have perfect harmony, something that is easier to listen and out of the world for listening experience. 

Fusion customer hub is the step in the right direction. Fusion customer hub takes the best of breed Trading community architecture model - build for managing party entities including supplier, customers, prospects, employees - and combines it with the flexibility of the Oracle customer hub, including the data management concepts of survivorship, retention etc. The user interface is so pleasing to the eye and it makes day to day operation of a data stewards similar to browsing the website. The ubiquitous portal kind of look and feel is pleasing to the eye. The integrated report pane, the task based pane, search pane and the work area pane is lot easier for business user to work on. Lot of innovation features have been added i.e. it bring in the best of concept around pillars i.e. Supply chain management pillar for Product hub and Customer relationship management pillar for Customer hub. ​All components have been rewritten on Java technologies, so that extensibility is easier. The usage of extensibility framework that brings all the tools for configuration of process workflow, components and UI into one tier allows simplicity to the development community. There is only one Integrated Development Environment to learn and comprehend. There is only one learning path and it is nonproprietary and open source based e.g. Groovy, Web 2.0 structure, Java, J2EE etc.
The deployment strategy is on Premise or on-cloud based deployment and is lot simpler to comprehend if you are basically from the Application background i.e. based on the Oracle E-Business suite world. Most of the modular thinking remains and aligns to segregation of business concerns, so that it is possible to logically extend the thinking process.

Some of the features of Fusion Customer hub that will tend to awe the CRM users are

1)      Linking features - Client organization tends to have multi line of business and it may be required that their complex customer to have duplicate representations. The linking features allows each duplicate record to remain in the Customer hub, but these records could be linked together to give a common 360 degree view
2)      Customer data management features - The capabilities of loading data through list import makes it similar for the business to use the application
3)      Intuitive User interface - The fusion apps UI is very simple with search pane,  workflow pane, work area pane, reporting pane all providing the right information to the business users.
4)      Cross reference key management - Simplified cross reference key management.
5)      Best of breed data quality management using Oracle Enterprise data quality and Loqate as the address cleansing and standardization toolset.
6)      Best of breed data model using the Trading community architecture, with Interface tables and Oracle data integrator based studio and run time components to move data from staging tables to the base repositories.
7)      Integrated Functional setup manager for configuration and extension of the application

I happened to be involved in a major proposal where the Fusion customer hub was being evaluated to host the customer data centrally from varying legacy application and then pushed into a new business process harmonization application. The journey of undertaking the discovery of Fusion Customer hub is exciting and looking out to perform an in-depth review of the Fusion Customer hub application.

August 26, 2012

MDM and DW

One of the pertinent questions other than "Why MDM" that comes up quite often in discussions is "how MDM (Master Data Management) is different from DW (Data Warehouse)"?

I think to a certain extent the reason for comparing and thinking MDM in line with DW is in the fact that in consolidation style of MDM, data from different sources is fed into MDM data store and many implementations involve typical ETL for this, which is similar to what happens in DW. Also typically de-duplication, standardization happens (or at-least used to) in DW and the same also happens (and more) in MDM now. In a way you can say MDM is an offshoot of DW and as the famous saying goes "One size doesn't fit all" MDM has evolved as a separate domain on its own. But if we see the typical business use-cases of MDM they are different from DW.  

Continue reading "MDM and DW" »

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" »

July 6, 2011

MDM-The Cornerstone Of Customer Centricity

Guest Post By

Jakki Geiger, Director, MDM Marketing, Informatica

It's no secret that outstanding customer strategies produce positive business outcomes, including stronger customer loyalty and higher revenue. Yet the art of achieving a high degree of customer centricity within a business has been a challenge in all aspects--organizational, processes, and systems.

Now organizations are turning to master data management (MDM) to address these challenges and are realizing remarkable results. In fact, leading industry analysts have called MDM the "secret sauce" of CRM 2.0--a technology that enables companies to finally achieve the complete customer view they need to power highly effective sales and service.

But what are the key considerations in using MDM for customer centricity? How do you choose the best architectural style and integrate MDM with CRM and data quality tools? How can you use MDM to improve cross-sell and up-sell, and manage consumer privacy and compliance with such regulations as the Do Not Track Bill, now under consideration in the U.S. Congress?

Continue reading "MDM-The Cornerstone Of Customer Centricity" »

March 11, 2010

Data streaming and MDM

Data streaming, so what does this mean? What does MDM means for data stream? Good question read on.

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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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August 24, 2009

B2B and B2C CDI in the Same Package

Many of our customers  are implementing CDI solutions which encompass both B2B and B2C customer bases.  A few good examples of this include some of  our CPG clients and our consumer electronics clients.  Within our own customer base, we are seeing a variety of approaches being taken:
·         Some clients mandate that one tool is used for both
·         Others use different packaged apps for each
·         Others use a packaged app for one and a custom application for the other

Continue reading "B2B and B2C CDI in the Same Package" »

June 3, 2009

Customer Master Data : Plan or Perish

“Customer” – looks like the most coveted entity in a CRM application. Isn’t it? Of course that is the back-bone of any CRM application, but what if I say that its database is often the primary reason for many CRM implementations failures and lack of user adoption. Sounds intriguing, but it’s true. Turn the clock behind and sense that as users or consultants, have we not found it to be one of the most neglected or maligned entity in the system. Probably yes….

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May 28, 2009

Customer Relationship Management/Enterprise Application Integration/Business Intelligence and Data Warehousing (CRM/EAI/BI) products can fulfill MDM Needs - Biggest Myth!!!

Fully fledged Master Data Management (MDM) packages have been in the market space since the turn of the decade and many fortune 500 companies have implemented the MDM solution to achieve tremendous value within their industry domain. I have been in the MDM Consulting stream for the last couple of years but still realize the need to evangelize the need for an MDM solution among peers within the CRM/EAI/BI domain space. Many of the renowned implementation using matured products such as CRM, EAI and BI has put forth a view that the respective products within various domains can indeed be customized to meet the MDM specific requirements. This is predominantly wrong for the very reason that just because each product stack (CRM/EA/BI) can fulfill a partial subset of requirements within the MDM domain, the central core of an MDM suite (360 view of customer including Data stewardship process to manage the golden copy of the customer) cannot be customized on a CRM/BI/EAI product stack. This blog helps in acting as a myth buster for some of the common misconception around CRM/EAI/BI products fulfilling the MDM requirements.

Continue reading "Customer Relationship Management/Enterprise Application Integration/Business Intelligence and Data Warehousing (CRM/EAI/BI) products can fulfill MDM Needs - Biggest Myth!!!" »