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Customer-centric enterprise: Social on the outside, CRM from within

Social CRM must be integrated with traditional CRM for an outside-in approach to customer engagement. In an article published at Destinationcrm.com, experts from Infosys propose the Value Realization Method (VRM) for measurable value across the CRM lifecycle.

A CRM value framework helps:

  • Identify new capabilities to drive growth
  • Prioritize CRM initiatives and functionality
  • Determine corrective action to maximize CRM
  • Address customer needs in real-time
  • Set market trends

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Published with the permission of DestinationCRM

Our experts

Ravi Kumar S., Global Head, Consulting and Systems Integration - Manufacturing, Infosys

Ravi Kumar S., Global Head, Consulting and Systems Integration – Manufacturing, Infosys

Ravi has more than 18 years of experience in anchoring transformation programs by implementing technologies across industries. He can be reached at

Raul Fabre, Partner and CRM Practice Leader, Infosys

Raul Fabre, Partner and CRM Practice Leader, Infosys

Raul has rich experience in business and CRM strategies and technology solutions. A thought leader, he is often quoted in leading publications. He can be reached at

Sean Ryan, Senior Principal Consultant - Management Consulting Services, Infosys

Sean Ryan, Senior Principal Consultant – Management Consulting services, Infosys

Sean provides consulting services in the areas of customer experience, business innovation, and technology. He can be reached at

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