Typically, a Customer Relationship Management (CRM) package solution replaces an existing CRM system. Apart from the traditional Software Development Lifecycle (SDLC) activities of requirements, design, development, testing...
and deployment, a CRM greenfield implementation involves capturing processes of the existing system and mapping them to the capabilities of the CRM package solution. Our expert discusses how these varied activities can be aligned with user expectations throughout the project lifecycle to minimize rework and implement the package on time and within budget.
Customer satisfaction and loyalty are intrinsically linked to the long-term growth of the banking industry. When banks cut costs to navigate the downturn, they must ensure that the customer experience does not suffer. They need to focus...
on providing consistent service to customers across all channels of interaction. Banks can enhance the customer experience by leveraging three enablers – people, process and technology. Our expert discusses how CRM transactional and analytical applications help banks in managing the customer experience.
Federated data domains like products, offers and interactions can be linked on a single platform to provide increased business value through the Master Data Management (MDM) solution adopted by an organization. A federated component to store data...
can be implemented to deliver a flexible, scalable and reliable Customer Data Integration (CDI) solution. This paper explains federated data domains and the factors that need to be considered while implementing them as part of an MDM solution.
Enterprises face the challenge of getting their field force to adopt enterprise Sales Force Automation (SFA) systems. Mobile SFA creates a new platform for your frontline field force to overcome challenges as well as manage your customer and pipeline...
information better. However, it is vital to ensure that your Mobile CRM enabler achieves the right balance to ensure a positive user experience. Infosys' CRM expert discusses how your business and IT think tank can deploy this essential sales tool. He also shares best practices and lessons learned from Mobile CRM deployments at Fortune 100 companies.
The failure of CRM implementation is often attributed to faults in the business case, especially when the business case is not realized. Infosys' CRM expert shares lessons from CRM implementations. He believes that success or failure depends on the extent...
to which the business case is used to drive implementation. In this white paper, he discusses the reasons that contribute to the failure of business case realization and recommends changes in traditional CRM implementation methodologies to align implementation with the business case.
The convergence phenomenon is changing the way Communication Service Providers (CSPs) operate. Falling PSTN revenues and triple/quadruple play are forcing companies to formulate convergence-led strategies for future growth. The moot point...
is whether companies have the process and IT flexibility to cut across the silos of products/services. Our white paper focuses on the complex product environment structure across CSPs and proposes a product framework to cater to convergence.
The key result area for inbound channels is customer satisfaction through the resolution of customer issues. However, there is more value in the inbound route than many organizations realize...
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As marketers pour money into the outbound channel with diminishing returns, there is growing awareness about the benefits of tapping the potential of the inbound channel for marketing.
Microsites - campaign-specific 'websites within websites' - provide a critical tool for online marketers seeking a focused approach to reach their target customers and generate healthy response and sales. Implementing microsites, however, involves challenges of...
strategy, approach and technology. Our white paper discusses the issues that need to be addressed and Infosys' approach to building a successful microsite solution.
Implementing a Customer Relationship Management (CRM) solution can be challenging for companies with multiple Business Units (BUs). Catering to different customers or market segments with different go-to-market strategies, selling processes and products...
creates complexities and raises risks that are difficult to manage even with the most robust CRM implementation strategies. The scenario gets even more demanding with mergers and acquisitions, and the imperative to keep the Total Cost of Ownership down while increasing shareholder value.
According to Infosys' experts, one size does not fit all. In some cases, it makes sense to roll out CRM for the entire enterprise. In other cases, it is best to keep CRM at the BU level. Our white paper looks closely at both sides of the coin to help you evaluate what could be the way forward for your organization.
Contact center agents accessing customer data scattered across multiple applications are challenged to access useful and timely information for better customer interaction. Coupled with the growing complexity of contact center operations, the need of...
the hour is a 'unified view' of customer profile and performance reports.
Organizations have traditionally viewed the enterprise application upgrade initiatives as transactional events of minor strategic importance. They often do not have an upgrade strategy. Even if there is one, it is hardly aligned with business, financial, IT...
and operational strategies.
According to Infosys' experts, an assessment-based structured approach can help organizations change their perspective. They propose an enterprise application upgrade strategy as a critical component of organizational strategy.
Well-planned, well-executed Enterprise Application Integration (EAI) initiatives have the potential to deliver considerable business benefits to an organization. Why, then, do most EAI implementations meet with limited success?...
Infosys believes that to derive maximum return from EAI, organizations need to develop a macro-strategy that will map integration efforts with business demands. The focus should be on exploiting the potential of EAI rather than using EAI to tie in existing systems and processes.
As most large organizations have migrated to customized packaged products such as SAP, Oracle, Siebel and i2, the experience gained in supporting them can be leveraged by the shared service concept. Shared service, when applied to the production support...
and maintenance of packaged products such as Enterprise Resource Planning (ERP) suites, can achieve much-needed cost reduction and efficiency gains. Shared support service provides additional cost savings to organizations beyond the benefits of outsourcing and offshoring.
Mergers and acquisitions, adoption of a global value chain, and expansion to new markets are competitive business growth strategies deployed by most businesses for going global. Program Management Office (PMO) is critical to the success of any global program...
that caters to the current needs of the organization as well as providing scalability for future growth and its requirements to go global. Our white paper highlights the emerging role of PMO for enterprises establishing themselves as global organizations.