Oracle CRM On Demand Integration Apps – cut down hosting server costs with client side solutions

Oracle CRM On DemandGenerally in Oracle CRM On Demand (or any other system to that matter), when customer business needs can’t be met using standard out of box features, developing custom integration applications (using web services) is unavoidable. These custom integration solutions needs hosting server and the customers end up spending hundreds of dollars in arranging these servers. Customers who opts for cloud based solutions doesn’t like to invest in and maintain the servers in general. This is one major pain point that many customers have faced or are facing over the years.

Oracle CRM On DemandWith the latest technology advancements and with few new feature additions to Oracle CRM On Demand this problem can now be addressed to a great extent. Now let us look at these developments in brief to see on how they can be leveraged to solve the hosting server problem.

1. Latest technology development (Evolution of JavaScript to server-side apps): Since its inception in 90’s, JavaScript (JS) has become one of the most popular web development programming language. The JavaScript mainly gathered the popularity due to its ability to deliver rich, dynamic web content, its relatively lightweight and its high ease of use.

Javascript

Although initially developed as a browser-agnostic scripting language, JavaScript made inroads in the areas such as mobility and server-side enterprise apps. At present, we are witnessing the shift away from server-side development in favor of client-side JavaScript. Organizations are preferring to go with backend API & rich client side applications due to obvious reasons. JS is the language everybody (developers) needs to know and it is not going to go away anytime soon.

The emergence of frameworks such as Angular, Ember, Backbone, Sencha, WebIx, etc. have taken the client side application development to the new heights and have made powerful enterprise apps development using client side technologies a reality.

2. Key feature Additions to Oracle CRM On Demand: Embracing the technology changes and to keep up with current trend, Oracle added the following features to CRM On Demand related to Client side technologies.

    a. Client Side Extension (CSE) in R19 – CSE are files (HTML, JPG, GIF, SWF, and CSS files) that you can upload to and host on Oracle CRM On Demand instead of hosting them on other servers. We can leverage the Oracle CRM On Demand security practices.

    b. JS API in R24 – API provided by Oracle CRM On Demand to customize the screens and perform CRUD operations on objects/tables.

    c. REST API – Planned in the upcoming releases

So using JS, CSE and JS API we can now develop fairly complex and rich client side solutions and host them within Oracle CRM On Demand. At the same time, it is also important to be noted that not every custom integration solution can be solved using Client side technologies. But there is a high probability of solving most custom requirements provided we exploit the powerful features of client side technologies, SOAP & JS API.

Considering the cost saving advantage it offers to the customers, integration solutions using client side technologies should be preferred option while architecting the solutions. All of this is good news for the Oracle CRM On Demand customers  :)

Originally posted on Prashanth on Technology

Microsoft Skype and Oracle Cloud CRM – Be where your customers are!!

Skype started in Europe in 2003, got acquired after 3 years by eBay and currently owned by Microsoft (bought in 2011) in a decade long run since its launch.

Using Skype one can call, see, text & share with others – wherever they are.

Being one of the most popular IM tool, Skype is available on computer, mobile, tablet, TV and even on home phone. Latest stats suggests around 300 million around the globe use Skype to stay in touch with those who are most important in their lives, from friends, to family, to business connections. One in three international voice calls is now made using Skype. Few more stats,

skype stats

To get started with Skype all we need is – Skype installed device with microphone and speaker/headset, a web cam and an internet connection.

Skype (Microsoft) has been investing in technology improvements, these changes are expected to significantly improve the reliability & performance of Skype to provide users with the best experience possible, across devices and platforms.

When you download & create Skype account, the free and paid services are,

Skype  the free and paid services

Skype in business world:

Skype, the low-or-no-cost voice-over-Internet service was first launched for individuals and is now popular with businesses too.

If access to information is democratized by Google, then Idea of communications is democratized by Skype.  If Amazon’s cloud services made it easy for start-ups to get in business, then Skype helped tiny start-ups go global adopting Skype as communication platform.

Skype is a good tool for High-tech technical support services, demonstrations & global meetings.

In cases where customers are having issues using a product, service reps could initiate a Skype call (i.e. Video conference & Screen share) with customers to see what the problem or issue is. This helps the service reps to quickly determine the root cause and show the customer how to solve the problem then and there. This also allows companies to have a kind of “face time” with the customers.

For more business use cases – “10 Cool Ways Companies Use Skype”.

Skype with “ORACLE Cloud CRM” Products:

Skype URIs are the preferred mechanism for integrating with the Skype client, and are supported on iPhone, iPad, Android, Windows (8, 7, Vista, XP), and Mac OS X.

Skype URIs enable developers to create innovative mobile, web, and desktop apps that initiate Skype calls and chats, enabling users to reach target group in a convenient yet familiar way.

The below listed Skype features are integrated with “ORACLE Cloud CRM” products using Skype URIs,

Skype Features Integrated with CRM:

  1. Click to Audio Call /Audio Call – Conference
  2. Click to Video Call /Video Call – Conference
  3. Click to Chat/Multi-Chat
  4. Group Video Call (GVC)

Oracle Cloud CRM products:

  1. Oracle Sales Cloud
  2. Oracle Service Cloud (RightNow)
  3. Oracle CRM On Demand

In their pursuit to provide better customer experience companies are identifying suitable channels where thier customers ‘hang-out’ and building processes around them. Skype with “Oracle Cloud CRM” enables businesses to be more customer driven and deliver defined customer experience at the same time reducing transactional costs making the combo the preferred solution  :-)

Originally posted on Prashanth on Technology

CRMIT Solutions releases Configure Price Quote (CPQ) solutions to generate 25% more conversions

The only choice to intelligently configure, price and quote new deals, add-on sales and renewals – inside Oracle CRM On Demand & Oracle Sales Cloud

CRM++ Configure Price Quote

In the recent past, we are seeing a reasonably strong traction for our CRM++ Quote Management tool and most of these prospects have a common yet sticky problem on enabling a price quote solutions for their CRM On Demand users – at the same time not invest in big tickets like Selectica or Big Machines.

CRM++ Quote Management fits in perfectly for such prospects. This repositioning of Quote Management as a price quote solutions is expected to see road ways into many more CRM On Demand install base.

CRM++ Quote Management is a SaaS based application that acts as a one stop shop to seamlessly generate a price quote to any opportunity. It gives an organization the ability to quickly create price quote and link those quotes to accounts, contacts, or opportunities. These price quote are intended to allow sales representatives to easily and efficiently provide customers with quick quotes for pricing and availability.

CRM++ Configure Price Quote (CPQ) solution slices through sales complexity to help enterprise sell more. CPQ enables sales reps and channel partners to recommend the best combination of products and services, construct accurate price quotes, and get contracts signed fast. With powerful, constraint-based configuration, step-by-step guided selling, and streamlined workflows for price quote, proposal, and contract management, CRM++ CPQ takes enterprise sales to the next level, increasing average deal size, accelerating sales cycles, and making global business faster and more efficient.

While creating a price quote, you can associate a contact with an opportunity, add products as line items to the quote, and enter price details and terms & conditions of the quote all within a secured interface. Customize, print or email price quotes across your contacts instantly without missing on those crucial opportunities.

Vinod Reddy, Founder & CEO, CRMIT Solutions

CRMIT Solutions delivers an effective Configure Price Quote (CPQ) solution that changes the industry’s conventionally complex approach to the entire quoting process. The only choice to intelligently configure, price and quote new deals, add-on sales and renewals – inside Oracle CRM On Demand & Oracle Sales Cloud,” said Vinod Reddy, MD & Founder CRMIT Solutions.

CRM++ Quote Management application is available in multiple deployment models to support the current industry requirements. As per your requirements, you can opt to keep it as an On Premise (Installed) application within your firewall, or deploy it on a cloud (Amazon Web Services, Google App Engine etc.,), or let CRMIT host it for you.

Unlock the Potential of CLOUD @Oracle #CloudWorld Melbourne on March 4, 2014

Cloud applications are changing the way we do business. What’s your strategy? Everyone talks about the benefits of cloud applications, but how many organizations truly realize them? Many businesses are still organized and operate as they did before cloud, before social, before mobile, before big data and analytics arrived. Imagine for a moment what your business would be like if it these technologies were native to your business operations and not an afterthought.

Oracle Cloud WorldYour customers are demanding and expecting cloud options for their technology and business requirements. While the competitive landscape is always changing; there are real opportunities now. Attend Oracle CloudWorld Melbourne, March 4, 2014 and be the part of cloud solutions to explore modern business strategies and practices which will help you build your cloud business and capture these opportunities.

Few industry analytics

  • 78%of sales reps’ time is spent searching for information, and only 22% selling.
  • 3 out of 4 CEOs want marketers to become 100% focused on ROI. But 21% of marketers say their tools are not capable of measuring the right things
  • 91% of service executives believe they are delighting customers, but only 37% of companies scored a customer experience rating of excellent or good
  • 53% of CFOs believe that more than half of their enterprise applications will be delivered through SaaS over the next four years
  • 13% of the world’s employees are emotionally invested in and focused on creating value for their organizations every day. To succeed, businesses need to engage the talented employees that drive innovation
  • 61% of developers believe a portion of their IT resources will move to the public cloud within the next year
  • 75% say their ability to innovate using their cloud apps has been hindered. The main hindrance is a lack of cloud app integration.

CRMIT Solutions' area of expertiseOracle CloudWorld  will help you focus on these above area of expertise in tracks for sales (sell smarter), marketing (transform marketing), customer service (modernize the customer service), finance and operations (modernize the back office), human resources (modernize HR), information technology (drive IT innovation) and development professionals (evolve development). Benefit from the experience of others in quick-paced sessions and real-world case studies.

CRMIT Solutions (an Oracle Platinum Partner) pioneers in Cloud based Customer Experience (CX) Solutions is glad to be associated with  Oracle CloudWorld Melbourne on March 4, 2014 as one of the Gold Sponsors  with a mission to be the part of a very critical discussion on

Go Social: Listen, publish, engage and analyze to respond to your existing and potential customer
Go Cloud: Seamlessly integrate & connect data from hybrid and silo systems to a unified cloud solution
GO Mobile: Experience every call, every chat, and every message to successfully engage your customers – every time

CRMIT Solutions at Oracle Cloud World

CRMIT Solutions also brings to all the Oracle CloudWorld attendees a chance to win Social Assurance Workshop. The objective of the Workshop is to provide management with an independent assessment relating to the effectiveness of controls over the enterprise’s social media policies and processes.

CRMIT Solutions' Social Assurance Workshop

The workshop will focus on governance, policies, procedures, training and awareness functions related to social media.

  • Strategy and governance—policies and frameworks
  • People—training and awareness
  • Processes
  • Technology

At Oracle CloudWorld you’ll better understand how cloud—with mobile and social technologies—is driving massive change in how enterprises interact with customers, prospects, partners, and employees

You’ll get the information and the tools that will work best for you. You can see the future of your business at Oracle CloudWorld Melbourne.

So be the part of this revolution!

Tweet us on
@crmitsolutions  #cloudworld

Are you satisfying your customers to be your Brand Advocates?

Brand Advocacy The economy-sensitive industry is facing challenging business and consumer markets. With many competitors chasing the same customers with the very same products, companies are under extreme pressure for developing innovative customer experience solutions for markets and to match the customers’ varying demands.

Brand AdvocacyWe can hardly find any difference in services offered to customers across industries. An easy way to fight against competition and create a strong flagship brand is to convert the existing customers to brand advocates. Brand advocates are highly satisfied customers who are most likely to recommend a product or service to others; therefore it is highly critical for companies to motivate satisfied customers to advocate a brand.

Executives estimate that their potential revenue loss for not offering a positive, consistent and brand relevant customer experience is 20%. 49% of the executives believe that customer will switch brand due to poor customer experience but the reality is that 89% of the customers say that they have already switched due to poor customer experience service. 44% of the executives believe that customers are willing to pay for a greater customer service but the fact is that 86% of the customers say that they are already doing so. So about 93% of C-level executives say improving their customer’s experience is one of their top three priorities in the next two years that means boosting customer service excellence, converting the existing customers to loyal customers and  turning them their brand advocates to create a strong brand.

Brand advocates help the advocated company in many ways – they reduce marketing effort, attract new customers, increase brand visibility and so on. Companies should strive hard to deliver on products and services to keep customers satisfied. But what converts them into advocates is not satisfaction, but customer delight. Customer delight is a result of company’s extended engagement efforts for its customers; it’s a way for the company to make its customers feel special. According to me, key methods necessary for this conversion to happen are:

Brand-AdvocacyHence, I feel companies must strongly focus their efforts to build increasing number of brand advocates. Remember, advocacy is not triggered by offers or promotions, but it is a result of continuous nurturing and respect for customer relationships.

CRMIT Solutions a pioneer in delivering SaaS based customer experience consulting & solutions from sales force to socially enabled business intelligence, offers the broadest and deepest portfolio of customer experience solutions that address all customer touch-points. The solution provides rich functionality to support the specific business needs for organizations of every size, to deliver a superior customer experience and satisfying your customers to be your Brand Advocates. With over 200+ certified CRM consultants and over 250+ successful CRM deployments globally, CRMIT Solutions is one of the largest Cloud based CRM deployment partners with several leading Fortune 1000 companies spread across various domains including banking, financial services, insurance, education, retail, manufacturing, life sciences, energy, telecom, travel & transportation and public sector.

CRMIT Solutions’ CRM++ Asterisk Telephony Connector Achieves Validated Integration with Oracle RightNow Cloud Service

CRM++ Asterisk Telephony Connector offers a comprehensive integrated telephony channel solution for Oracle Service Cloud. Oracle RightNow Cloud Service customers can now directly access Asterisk Telephony features through the CRMIT Solutions’ Unified Agent Desktop enabling an efficient cross channel customer experience.

Oracle RightNow  Cloud Service

CRMIT Solutions, a contact center and mobile experience solution provider specializing in marketing, sales force & service automation, CRM implementation & migration, training and user adoption solutions, announced today  it has achieved Oracle Validated Integration of CRM++ Asterisk Telephony with Oracle RightNow Cloud Service, a component of Oracle Service Cloud. CRMIT Solutions is a Platinum level member in Oracle PartnerNetwork (OPN).

To achieve Oracle Validated Integration, Oracle partners are required to meet a stringent set of requirements that are based on the needs and priorities of the customer and partner community. By achieving Oracle Validated Integration, CRMIT Solutions has been recognized by Oracle for its integrated Oracle RightNow Cloud Service offering that can help enable organizations to achieve sustainable business growth through relevant, cross-channel customer interactions that strengthen customer relationships, and help reduce costs by maximizing agent efficiency.

”Achieving Oracle Validated Integration gives our customers confidence that the CRM++ Asterisk Telephony Connector for Oracle RightNow Cloud Service is functionally sound and performs as tested,” said Kevin O’Brien, Senior Director, ISV and SaaS Strategy, Oracle.  “For solutions deployed on-premise, in the cloud, or both, Oracle Validated Integration applies a rigorous technical review and test process that helps to reduce deployment risk and improves the user experience of the partner’s integrated offering.”

Vinod Reddy, Founder & CEO, CRMIT Solutions

Vinod Reddy, Founder & CEO, CRMIT Solutions

“The CRM++ Asterisk Telephony Connector for Oracle RightNow Cloud Service showcases CRMIT Solutions focus and commitment to extend the Customer Experience (CX) expertise to our existing and potential customers,” said Vinod Reddy, Founder & CEO, CRMIT Solutions.

 

CRMIT launches upgraded Email Solution for CRM systems to enable Customer Experience

The new CRM++ Email Workbench v1.4 enhances CRM usability with features including multiple file attachments, WYSIWYG editor, image embedding and template management. These features are seamlessly integrated to manage, capture, collate, respond and distribute important customer email activity all within the CRM system. 

Email Workbench V1.4

Email Workbench V1.4

CRMIT Solutions, a leader in transforming businesses with cloud based Customer Experience (CX) solutions on Sales, Service, Marketing & Social Cloud,  announced the release of upgraded CRM++ “Email Workbench v1.4”.

The CRM++ Email Workbench v1.4 continues to enhance users business processes and in-turn their customers’ experience with upgraded features including multiple file attachments, upgraded TinyMCE Editor, improved image embedding & preview, improved template management, draft functionality, print preview and BCC recipient.

CRM++ Email Workbench provides a comprehensive solution to manage, capture, collate, respond and distribute important customer email activity all within the CRM system. Every update, development and opportunity is immediately shared with appropriate team members, without users having to remember to copy or forward.

The CRM++ Email Workbench also eliminates the switching between email programs and CRM modules, which always has been a challenge. The seamless automation of service requests and one-stop email communication aids better visibility and accessibility to all customer information and emails within the system.

Customer experience is of paramount importance to any customer centric organization and a positive Customer Experience (CX)s enable businesses to attract more, retain more, sell more, sell for more, and do more.

Naga Chokkanathan, Director, Innovations, CRMIT Solutions

Naga Chokkanathan, Director, Innovations, CRMIT Solutions

Email Workbench v1.4is a testimony of our continued efforts to enable our customers with improved business processes and customer experience.” said Naga Chokkanathan, Director, Innovations, CRMIT Solutions “The set of new enhancements to this version is a result of customer feedback through multiple workshops that we conducted to map the customer journey, making best use of the cutting edge technology” he added

The version is currently available for Oracle CRM On Demand & Oracle Sales Cloud

To explore more about Email Workbench  click below
Datasheet for upgraded Email Workbench v 1.4 

 

Oracle CRM OnDemand – Alive and Kicking?

Oracle CRM OnDemand (CRMOD) Release 16 was my first encounter with a ready to use, complete End-to-End CRM application in a SaaS model, and its needless to say that I am biased towards this application. However, the reasons are not just personal; the application now in its 23rd release (with a roadmap to R24) has come a long way. It is a mature application and is as good as (if not better) most of the other offerings in the market.

But recent events in this space have raised doubts of the application’s life term. Many would argue that Oracle’s focus has shifted to the development and enhancement of fusion applications and Oracle CRMOD is on its way to retirement. While this is not entirely false, we still need to understand that the application is part of Oracle Sales Cloud and with its existing customer base, Oracle would find it difficult to move away from this product.

This is well substantiated by the recent enhancements and the fixes I have seen in the release 23. Oracle has delivered more than 35 enhancements with major themes being – Customer experience, Industry Innovation and Lower Total Cost of Ownership (TCO). While the below screenshot shows the focus areas of Release 23, the roadmap for Release 24 is equally convincing.

CRMOD Release 23 features

R23 talks about integration with Oracle Social Relationship Management for Social engagement and monitoring and concentrated effort to build up the Life Sciences industry vertical for CRMOD. However, in this article, I would focus on the three most intriguing features (as per me) of Oracle CRMOD, their functionalities and recent enhancements.

1] Business Process Automation’: From updating a field to building complex validation rules, used for automating tasks which were painfully manual or for defining rules that control the application’s usage, Business Process automation module of CRMOD is probably the single biggest component in terms of impact towards the application adoption. A well defined and well configured Business process can ensure that your application is controlled and structured.

Oracle CRMOD provides a robust framework to establish these business processes. As a systems analyst, you can create innumerable combinations of Actions based on the triggers available. Think of any action below and combine with the trigger to define your process.

CRMOD Business Process

The predefined functions in Oracle CRMOD boasts of a comprehensive list, which when stitched together with the operators offered can help you define and configure the most complex of rules and processes.

R23 enhancements – With R23, one of the key features in business process management is that the function ‘JoinFieldValue’ (function to extract field value from another object) could potentially have any record as the source and any record as the destination. The source records were previously restricted to OOB objects and Custom Object 1, 2 & 3. This meant that while designing the system, we had to take into consideration this limitation. However, now you could map your business entities without thinking of this constraint.

CRMOD Keynote

2] Personalizing your Application’: Driven by its theme of ‘Customer Experience’ this section has seen a number of enhancements in the last few releases. The application though designed/configured globally in a certain way, provides the user the ability to control:

a) What they want see in the system &

b) How they want to see it

The list below (not limited to) highlights what users can control in the system, apart from being able to modify one’s personal information:

Application Personalizing with CRMOD

R23 enhancementsDynamic layout capability is one of the most sought after features in Oracle CRMOD. A feature not yet available in recently developed applications. Prior to R23, users could only add/remove related information sections for a layout and this did not impact the dynamic layouts. But R23, takes this a step further by giving users the option to personalize the layout with individual sets of related information, each set mapping to a driving value in the pick-list.

keynote R23 enhancement of CRMOD

3] Ad-hoc Actionable Analytics’: Oracle CRMOD is powered with a light weight yet robust analytics engine. Having worked with multiple applications, I can confidently say that the reporting capability of CRMOD is more powerful than most of the competitive software available in the market. I like to use the phrase ‘Ad-hoc Actionable Analytics’ because with limited training, users with the right privileges could create meaningful reports and dashboards on the fly.

Business scenario* – “Head of a wholesale banking business unit wants to know the overdue opportunities by industry but at the same time wants to find out why the opportunities has not been closed” *- Screens shown below are for demonstrative purposes only and may not  relate to real time scenarios

Oracle CRMOD provides a 3 step solution to this requirement:

A)     1st Level Dashboard Statistics :: Identify the Area of Concern

1st Level Dashboard Statistics for CRMOD

B)      2nd Level List of items :: Get More Information

DAP detail report of CRMOD

C)      3rd Level Record view :: Take Action

Account plan detail of CRMOD

R23 enhancements – Apart from support from multiple languages in analytics and introduction of some important subject areas, Release 23 brings in a personalization of Dashboards for user roles. Administrators could previously remove pre-built dashboards, but now you can customize and sort the display of dashboards.

R23 enhancement CRMOD

Oracle CRM OnDemand, is a critical piece in the Oracle Cloud applications suite. It may not be the Primary Focus and preference but it is not going to retire anytime soon. As per me, Oracle has every reason to continue its enhancements and support for the next two years at least, which is quite a long time in any application’s life. Oracle CRMOD is here to stay and is very much ‘Alive and kicking’!!

Pratik Bajaj
Principal Business Consultant – CRM & CX.
CRMIT Solutions

 

Upgrade to Best Practices, Not Just Your Budgets

Annual Support & Advocacy Program


Annual Support & Advocacy Program

Your CRM / CX environment is a strategic component of your business. Driving user adoption will be critical to the success of your customer experience strategies. You might have your budgets rolled up for the best of the technologies, but having the best practices in place is equally important.  Enabling you with the day-to-day support and services you need to ensure that your CRM / CX strategies are successful

Software support becomes an important and immediate requirement post every successful implementation program. An active annual software and advocacy agreement helps to ensure the long-term support and operation of critical computing environments. The absence of such an arrangement greatly restricts access to technical assistance and challenges with updating and implementing new software releases. This can result in interruption of normal system operation and extended down time.

The ASAP [Annual Support & Advocacy Program] is a comprehensive support and advocacy program for Oracle CRM and RightNow CX Cloud Service customers. The  program includes, remote technical support, remote configuration & installation assistance, fixes, special software patches and minor/ major updates.

The ASAP is available within multiple delivery models including onsite, onshore or multi-shore. Subscribers to the ASAP [Annual Support & Advocacy Program] also have access to online support tools, single point of contact [SPOC], CX (Customer Experience) experts, industry experts and key Oracle product and engineering teams.

Benefits

  • Post implementation support & annual CRM / CX Health Check
  • Periodic documented feedback / assessment on user adoption rates, technical configurations, integration and upgrades
  • Access to online support tools, SPOC, CX / domain experts and key Oracle product & engineering teams.
  • Flexible support plans to suit onsite, offshore and multi-shore delivery model
  • Discounts to training programs
  • Extended configuration, customization and report generation support from an integrated R&D and validation services team with expertise including FMW, J2EE, .NET, PHP, mySQL, etc

First-hand knowledge of cloud integration, CRM, CX (customer experience) and most importantly the domain specialization is a necessary condition for first class support, but this must also be coupled with understanding of the latest developments in each relevant deployments. CRMIT Solutions contributes to the development of many specifications through direct participation in some of the Oracle CRM / CX product validation / testing programs. Knowledge gained through current specification development activity and validation is further enhanced by leadership positions in the Oracle CRM On Demand, Oracle Fusion CRM and RightNow CX Cloud Service markets. This brings CRMIT engineering teams into broad contact with developments in the field, and has resulted in applying these standards in a wide variety of situations.

Visit www.crmit.com/support.html   for more info

CRMIT launches a new title: CRM On Demand – Administrative Essentials

It is our pleasure to state that CRMIT, one of the fastest growing specialists in delivering CRM solutions has launched a book: CRM On Demand – Administrative Essentials at a glittering ceremony on January 18th at Nalanda, CRMIT Towers, Bangalore. The highlight of the book is it is authored by our very own CRMITians, Venkatesan Sundaram and Padmanabha Rao. The book delves into the implementation aspects of the CRM On Demand system to equip the administrative team with the knowledge of the model of customer relationship management. Satyendra Kumar, Senior Vice-President & Group Head for Infosys Technologies graced the occasion, along with the company’s Founder and CEO, Vinod Reddy and other senior management people.

The event kicked off with the welcome speech by Naga Chokkanathan, one of our senior directors, who spoke about the significance of the event and introduced the chief guest to all our CRMITians. This was followed by an inspiring speech by Venkatesan, one of the co-authors of the book. Sharing his wonderful experiences of writing this book along with his co-author Padmanabha Rao, Venkatesan spoke about his inspiring journey right from the idea of writing a concise and an informative book, to the efforts that went all through the final publication of the book. In this regard, he spoke in length about his co-author Padmanabha Rao and how his valuable inputs and timely co-ordination has gone a long way in completing the book with the desired quality and output. He further added that the book, which is more illustrative and diagrammatic, is intended for administrators, who intend to implement their in-house CRM systems at their respective organizations; or any other professionals, who would like to refresh their administration knowledge.

image

The chief guest at the event, Satyendra Kumar shared his valuable insights and experiences in the CRM space, considering his vast knowledge and experience in this domain. Being a senior management professional at Infosys and a highly learned person, our audience was awe struck by his thought provoking ideas and live quotes in the customer experience management. Emphasizing how customer experience has a major role to drive any organization’s engine, particularly in retaining existing customers or in generating new leads, he drove the point that large organizations with their intricate hierarchies are losing their customer experience touch points, while addressing any customer queries within the given time frame. At the same time, he dwelt upon how smaller organizations, due to their simpler hierarchical structures can take advantage in this space and render services with a penchant for prompt customer service including minimizing turnaround time to address their customer queries. He ended his speech with a congratulatory note to the authors.

Vinod Reddy later felicitated the chief guest and shared his thoughts and experiences on this book. Lauding our chief guest’s speech, he asked one and all to imbibe and implement his thoughts, particularly for a small company like CRMIT, where customer experience has a crucial role to play in driving its business engine. Deliberating on the publication of this valuable book, he praised the authors, who took lot of pain in bringing out such a valuable book, which is a distillation of their past experiences and knowledge in the CRM space. He further added that the book has received some rave reviews from various professionals and even being endorsed by some organizations as a handy guide for CRMOD implementations.

Finally, Ravi Shankar, our senior HR Director spoke a few words about the book and lauded the efforts of the authors in coming out with such a wonderful book and drew the attention of the authors to come out with more such titles in the near future. He also thanked the chief guest for gracing the occasion, despite his busy schedule and commitments. The event was followed by High tea.

image