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

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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.

Trend 5: Social CRM
Enterprises now interact at many social forums to resolve and discuss various business problems. Social media is not merely restricted to a communication but has become a collaboration channel which helps enterprises to quicker go to market cycles and increases their internal efficiency. 
CRM Apps Marketers view social CRM as highly effective tool to deliver simple messaging which is accessible to customers, administer targeted campaigns/offers and often used to reward customers for their loyalty. Social CRM is seen in the light of horizon which translates into 'Endless Opportunities for Enterprises'.

These trends are becoming a must have in CRM Apps, but the organizations should not fall into the 'Do it all' trap and focus on from we started i.e. the "Customer". So whenever the CRM APPs hit the market place the enterprise customers will always ask -
1. I need this core business process to be incorporated in the CRM App.
2. Is there a use case for my industry?
To tackle these questions enterprises would need the industry specific solutions which are leveraging the above mentioned trends. Here are few industry specific CRM Apps.
Richa blog.jpg  
Using the identified trend clouds in CRM apps the enterprises can win more customers and effectively manage the relationship with the existing customers.

The above trends could be used by in conjunction applying permutations and combinations to proactively develop customized applications to suit business needs of the customers, thus delight them. If the customers need are taken as the starting point and mapped to these technological trends would result in generating more business for the enterprises. 

In the end it is just about managing social relationships by bridging the gap between technology and it's usability at the enterprise level for the smooth sustainable growth.

What to Choose? OBIEE or BIP- When in Confusion use Comparison

Guest blog by
Neeraj Jha, Principal Consultant, Infosys Limited

While making an investment into Business Intelligence (BI), an organization wants to make best use of the technology available. Lack of technical capability / understanding of functionality provided by BI tools, would most likely lead to use of wrong tool and meet the needs only partially or inefficiently. In this blog, I would like to talk about the key functionalities that OBIEE or BIP can provide and pointers that will help to decide whether one should use OBIEE (Oracle Business Intelligence Enterprise Edition)  or BIP (Oracle Business Intelligence Publisher). 

Using Oracle Business Intelligence Enterprise Edition (OBIEE) 11g one can deliver the most vigorous set of reporting, dashboard and scorecard functionality. It provides rich end-user experience and is easier for adhoc query and analysis. There are many key features of OBIEE 11g e.g. Map visualization, integrated search, actionable data that can be used by organizations effectively. OBIEE 11g supports the highest workloads and complex deployments as is built on a modern technological foundation. The total cost of ownership for an enterprise is overall low.

If you are looking for a single, Web-based platform for authoring, managing, delivering interactive reports and dashboards, Oracle Business Intelligence Publisher (BI Publisher) is the right pick. It allows formatted documents completely of all types. Using Oracle's Business Intelligence Publisher, report layouts can be designed by end users in a Web browser. This reduces the time and cost needed to develop and maintain reports.BI Publisher is highly scalable and extremely efficient and can generate tens of thousands of documents per hour having minimum impact on transactional systems.

High level classification criteria that should be used for decision making whether a report should be built using OBIEE or BIP for effective use of tools available are listed below :

Matrix for categorizing in OBIEE/ BI Publisher Report:


BI Publisher


If the Report needs Analysis / Historical Analysis, is Analytical in nature



If the Report is Static in nature and is needed in Real time



If the Report is needed for Operational Reporting with some lag



If the Report is Operational in nature and expected with no lag



If the Report needs to show some trends



If the Report is Static in natures 



If the Report needs graphs



If the Report is having fixed formats



If the Report needs drill down



If the Report needs Pixel Perfect Formats and complex layouts



If the Report is expected to show aggregated data



If the  Report is Transactional in nature and needs to be prepared Real time



If the Report is dynamic in nature



Ad-hoc Reporting is needed



While there are no set rules for selecting the tool for Business Intelligence Reporting, above criteria aids in deciding which tool will help using the best available functionality from OBIEE / BIP.

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