blog.crmit.com

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud. Recognized amongst CIOReveiw’s "20 Most Promising Cloud Computing Companies”


Leave a comment

Oracle Sales Cloud: Enabling Modern Selling

Oracle Sales Cloud - Modern Selling

Oracle Sales Cloud puts the modern sales professionals ahead of the game with tools that helps drive the sales processes of the future.

Mobility

Oracle Sales Mobile helps sales executives and sales operations increase sales revenue, improve CRM usage, find more leads, sell smarter, and provide real-time data in the field.

Oracle Sales Mobile supports key and standard sales processes or workflow. It is integrated with analytics, digital media and it is designed with a simple-to-use interface built around the needs of a sales rep on the go, it is built to provide insights and intelligence in addition to customer information, sales history, and leads making it easy for the sales force to adopt.

Oracle Sales Cloud Mobile Solution

Image : Oracle Sales Mobile

 

And the new Oracle Mobilytics app provides unprecedented mobile business intelligence into sales performance with interactive visualizations created specifically for the iPad.

Mobility Forcaster

Image : Mobilytics Forecast Shaper: Showing all deals for all sales reps

 

Sales Cloud Forcast shapper

 

Sales Cloud radar

Image : Mobilytics Deals Radar: Targeting deal activity by industry

Oracle Social Network (OSN)

With Oracle Social Network (OSN), Sales teams have the tools they need to collaborate, capitalize on collective experience, and make informed business decisions.

For example, sales can bring an Oracle Sales Cloud opportunity into a Conversation where they can discuss it, plan around it, and share it. They can take the opportunity through sales process without losing any of the casual and formal information that flows from all of this activity.

Sales leadership apart from following the daily activities of the people they choose, could provide contextual coaching for moving a deal from possibility to realization.

Oracle Social Network also provides users with the flexibility to match their preferred way of working: they can collaborate from anywhere at any time and on any device—from tablet to smart phone—using any modern web browser, or Microsoft Outlook. The result is optimal business efficiency through employee participation, sharing, and streamlined communication around tasks and objects.

Oracle Social Network

Image : collaboration in Oracle Social Network

 

Sales Planning & Performance:

The sales planning and performance management module of Oracle Sales cloud consists of

Territory Modelling – helps to build sale territory models efficiently and evaluate the effectiveness of these models to increase sales performance.

Sales Quotas – helps to define sales goals to align with top-down sales objectives based on revenue or product groups. Sales organizations can set quotas and track sales performance against these objectives.

Incentive Compensation – The highlights are

  • Optimizes territories and identifies performance issues with powerful dashboards and alerts.
  • Roll out new plan Initiatives with an easy process tailored to business needs.
  • Ensures full audit compliance, transaction traceability, and financial visibility.
  • Administer incentives effectively to handle multi currency payments.
  • Motivate Sales with streamlined resolution and direct line of sight into recent deals.
Oracle Sales Cloud Performace management

Image : Oracle Sales Cloud SPM modules

 

Sales campaigns:

Sales campaigns are a great way to make a push for more sales in a short time. A sales campaign is a planned sales strategy that uses one or more channels to reach leads and convert them into customers. Oracle Sales Cloud helps sales team launch and manage their own sales campaigns.

Features and Benefits

- Easy to use guided process for setting up the sales campaigns

- Contacts can be selected from multiple sources if necessary

- Contacts can be filtered and removed

- Respects “Do not email”

- Leverages marketing content templates

- Easy to customize the content of the email

- Have visibility into the customer click throughs

- Ability to easily personalize emails for specific contacts

- Schedule delivery and reminders

- Automated notifications on key customer responses

- Interactive dashboard to understand customer responses

- Generate follow-up campaigns for select responders

- Include additional contacts in the follow-up campaigns

Sales Campaigns

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

oracle_specialized_sales_cloud
CRMIT Solutions has achieved OPN Specialized status for Oracle Sales Cloud -Oracle Recognizes CRMIT Solutions for Expertise in Implementing Oracle Sales Cloud. CRMIT Solutions Offers A Host of Solutions on Oracle Sales Cloud, Including Consulting, Sales Planning, Social Sales, Customer Data Enrichment, Field Sales Automation, User Adoption, Training, Health Checks and Testing.

CRMIT Solutions deliver a Fixed Scope Implementation offering for Oracle Sales Cloud to fast track sales productivity. Fixed Scope Offering leverages Oracle best practices and agile approach for fast track implementation of Oracle Sales Cloud – Go Live in less than 4 weeks. It drives sales productivity through higher win rates, forecast accuracy, and lead conversion.

Testimony to Customer Excellence

Inputs
C.A.Mohammed
Consulting – CX/CRM Industry Solutions
CRMIT Solutions


Leave a comment

Aligning Sales and Marketing with Oracle Eloqua and Oracle Sales Cloud

align_marketing_sales

Marketing budget, leads generated, deals closed, sales credits. These are the terms normally heard when we talk about Marketing & Sales teams and their contribution towards revenue generation. It’s very important to break down sales & marketing silos for a revenue generating business and co-existence.

At times we see marketing complaining about low lead conversion ratio, lead bucket getting piles up without any sales follow-up, missing key prospects etc. In return Sales could complain about quality of leads being provided by Marketing, dilemma of which leads to follow-up, in-complete information of their prospects. Identifying the credit for deal closures

Few areas to help break silos and align Sales & Marketing:

  1. Establish common terminologies – What Marketing understands a lead could be completely different than what Sales understand, who are leads? Who are contacts? The definition of a qualified lead.
  2. Define overlapping business process – It’s important to overlap the existing business process of marketing with the process of sales which would help them collaborate, co-exist and endorse each other.

A well-defined process of conducting marketing campaigns, targeting right suspects / prospects, running right lead scoring from Marketing side could overlap with Lead assignment & qualification from Sales teams.

Regular follow-up from sale , conducting/proceeding through their Sales Cycle & possibility marking (flagging) marketing team for any ongoing Nurture campaigns or sales campaign( if required ) by Sales to push extra step towards sales closure.

  1. Review & Perform Close Looped Reporting – This helps in identifying the key contributors for revenue generation. Identifying the marketing campaigns run across the financial year and their contribution to conversion in conjunction with Sales team contributions of regular follow-up, going through their sales cycle etc.

For Marketing the ROI could be on different parameters:

  1. Number of lead generated from campaigns, irrespective of sales conversion
  2. Amount of traffic generated to company website
  3. Brand awareness
  4. Email clicks, opens etc
  5. The actual revenues generated in terms of deal closures

Review and results of closed loop reporting would help understand the Marketing & Sales touch point for deals from Suspect/Prospects to Customers

Oracle CX application on integrated Marketing & Sales Cloud help flow of information b/w Marketing and Sales with quality MQL to SAL and break silo.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

oracle_specialized_sales_cloud
CRMIT Solutions has achieved OPN Specialized status for Oracle Sales Cloud -Oracle Recognizes CRMIT Solutions for Expertise in Implementing Oracle Sales Cloud. CRMIT Solutions Offers A Host of Solutions on Oracle Sales Cloud, Including Consulting, Sales Planning, Social Sales, Customer Data Enrichment, Field Sales Automation, User Adoption, Training, Health Checks and Testing.

CRMIT Solutions also extends Marketing Cloud Automation solutions with Oracle Eloqua. “Marketing Oracle Marketing Cloudautomation has been a critical component for our customers and Oracle Eloqua is an ideal fit for modern marketers to power revenue performance,” said Vinod Reddy, Founder & CEO, CRMIT Solutions.“They can transform the way you market in the digital age while delivering an integrated and highly personalized customer experience,” added Vinod.

Testimony to Customer Excellence
CRMIT Solutions is committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Inputs from

K Pankaj
Business Consultant – Industry CRM & CX Solutions.

Writing for CRMIT Solutions

 

 


Leave a comment

Amplify Performance with a Disconnected Mobile App for Oracle CRM On Demand

Mobile enabled Oracle CRMOD

It is very much agreed upon by most businesses that Mobile is where the future business lies. Talking about Mobile devices, names such as Google, Apple, Microsoft are quiet synonyms. Thanks to their ever popular Operating Systems (OS) and insanely growing applications at their respective app stores.

In the recent years, one other name that has made its way in the mobile world is Oracle. Yes you read it right, Oracle it is.  It may come as a surprise to some but Oracle had it in them for almost half a decade.

Ever since they introduced their now famous development framework, Application Development Framework (ADF), they seem to have set their sight on Mobile platform.

CRM On Demand Mobile Capabilities

Oracle’s ADF Mobile is their framework, part of Fusion Architecture that would, in future, make all of their Fusion based Applications mobile enabled.

In their own words “Oracle ADF Mobile enables developers to build and extend enterprise applications for iOS and Android from a single code base. Based on a hybrid mobile architecture, ADF Mobile supports access to native device services, enables offline applications and protects enterprise investments from future technology shifts.”

Currently, it is iOS and Android enabled and works with HTML5 enable browsers. This, alongside other mobile based Javascript frameworks such as JQuery Mobile, Knockout Mobile etc. are bound to make Enterprise applications more responsive and intelligent.

It seem that Oracle’s investment in making all of their enterprise applications mobile enabled is to answer that one big question “Why can’t I get important data when I am on the move?”.

Especially in CRM world, imagine Sales Reps having their customer data handy on their mobile devices and for Sales Manager, to be able to track their Field Reps Geo location for increased transparency.

Two of Oracle’s prominent CRM products on Cloud, Oracle CRMOD and Oracle Sales Cloud are already mobile aware. One can use them on the mobile device with the same ease and UX as on their desktops.

One of the interesting features worth waiting for is the Offline/Online capabilities. It is said that business users can use the application in the offline mode and synchronize their data once they are online.

It is also learnt that Oracle CRMOD, presently in its Release 26, is being upgraded to have some exciting new services on Restful APIs to make integration of custom app on mobile devices possible.

When discussing about CRM space, it is unfair to not mention Sales Force and their new Sales Force1 mobile platform.

Salesforce seem to have taken the fierce competition well, this new platform of their seems quiet naïve as yet but is progressing well with each release

Presently it seem Oracle is ahead of the game with their Disconnected Behaviors, Security options capabilities already enabled in some of their fusion applications.

There are serious comparisons being made between to 2 platforms and only time will tell who would emerge winner. But one thing is certain, businesses now can look forward to being mobile empowered and see their businesses serve their customer better.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

oracle_crm_on_demand

CRMIT Solutions has achieved Oracle PartnerNetwork (OPN) Specialized status for Oracle CRM On Demand.

“This Specialization reinforces our capabilities, dedication and commitment to Oracle CRM On Demand. Having completed over 100 customer implementations across numerous verticals using our CRM++ applications for CRM On Demand, we have been able to help bring business value to our customers. Our expertise has helped us become a virtual extension to the Oracle sales and technical teams”says Vinod Reddy, CEO, CRMIT Solutions

Testimony to Customer Excellence
CRMIT Solutions is committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Inputs from
Deepak H Andeli
Business Consultant-CX/CRM Industry Solutions
CRMIT Solutions


Leave a comment

Modern Marketing: The New Digital Dialogue

Path to the Modern Marketer

Path to the Modern Marketer (Ref – Eloqua)

Modern Marketing implies marketing Machines.

Business is social. Business is marketing. Marketing is social. In 2014 our programmatic speech at the consumer averages 4000 messages per day, a great bulk of it digital. Few listen. Many tune out. Most stare. We have a long way to go in building the marketing machines. How might digital technology help build machines of society?

The marketing clouds of 2014 are either mass advertising machine tools or mass advertising machines. Leading marketers are focused on getting actionable insights from the marketing clouds and the data oceans. Separately we have moonshots for the marketing machine tools by the likes of Google and Apple.

The art of the digital is to capture the intricate social as a series of dialogues. However the state of the art in 2014 is a series of monologues, the simplistic approaches of a command economy. Over time the marketing monologues improve with tools such as ID graphs and other identity collators. Nonetheless with every passing reinforcement of the command economy the digital contract for social takes a step back. When a consumer feeds us personal data, from the house thermostat, the driverless transports, the eye glasses, the skin sensors and other electronic interfaces FROM his life the digital contract is to employ that data in the service of locale social, locale marketing, locale dialogues. To be sure, Data is a neural net! A marketing logic that prefers siloed enrichment to simplification of the consumer’s data breeds monocultures and diminishing returns.

The premise of the digital society is you reap as much Data as you sow. For an enterprise this translates to ever finer descriptors of its offering in the market. Modern marketing in a globalized digitalized economy is less about privacy than about social literacy. It calls for more social science to marketing than ever before.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

Testimony to Customer Excellence
CRMIT Solutions is committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.


Leave a comment

Oracle Cloud Marketplace, an Innovation Ecosystem for Partners and Customers

Oracle_Cloud_Marketplace

Oracle has one of the largest partner communities in the technology space. Thousands of partners are reselling, implementing, integration and building products for various Oracle business solutions.

CRMIT has worked closely with number of Oracle CX products and we have built many applications in our CRM++ umbrella, which are now being used by thousands of cloud users. For example, our CRM++ Email Workbench is used by service and sales organizations to centralize all customer communications, our CRM++ Self Service Portal is used by organizations who want to provide the capability to their customers to look for information and raise issues in web channel, our CRM++ mCRM solution is used to implement various mobile specific use cases of our customers.

While these products are extremely useful to our clients, the recent introduction of Oracle Cloud Marketplace has made it a breeze for CRMIT to deploy these solutions, and for customers to search, find, compare, purchase and use.

Oracle Marketplace is an unified environment where customers of Oracle CX solutions can register, login, browse resources, browse partners and browse applications. They can even search or browse applications using categories such as Sales, Service, Marketing, Social etc.

Once the application selection is made, users can click on the apps to read more about them. If there are any questions, they can discuss or raise a question to the developer. Existing customers of these applications can rate them which would help others to decide.

Recently, Oracle introduced the capability to directly purchase the application from the Marketplace. Means, if you have an Oracle CX solution, you can purchase applications in one click and they will be deployed in Oracle’s own secure cloud. An intuitive admin interface provides ways for customers to set up their applications and they can start running them quickly.

This is a great opportunity for Oracle Partners who build Oracle Cloud CX based solutions. They can reach out to thousands of Cloud CX customers by listing their applications in the Marketplace. Oracle takes care of deployment, payment and the infrastructure aspects.

For the customers too, it is a great option. As this entire solution works on social principles, the best applications will always show on top and customers have the option to discuss, decide and purchase from one place. Their payment process will also be smooth as they are existing Oracle Customers and they would be continuing the same with few additional charges for new features via purchased applications.

To summarize, we believe Oracle Cloud Marketplace will transform the way business applications are publicized, validated, compared, bought and used. Great days ahead!

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

Cloud Service demands encouraged CRMIT Solutions to publish CX solutions on Oracle Cloud Marketplace. The applications available cover a broad range of CX functions from web assisted services and telephony solutions, to more complex services such as implementation, user adoption, and data management, marketing automation, social relationship and testing.

“We see customer demands go to the cloud. We are seeing more & more customers move rapidly to the cloud. They want to buy applications, platforms and infrastructure in the cloud. Oracle has led the way – the only ones to provide every layer of the cloud technology stack in a single, integrated cloud. This has helped partners leverage the latest in cloud technologies to grow their businesses. The Oracle Cloud Marketplace enables partners to quickly and easily develop, integrate, publish, and monetize their applications.  We are glad to publish a range of Customer Experience applications & services on the Cloud Marketplace, “ said Vinod Reddy, Founder and CEO, CRMIT Solutions.

To view CRMIT’s CX Applications on Oracle Cloud Marketplace, please refer : Oracle Cloud Marketplace

 

Testimony to Customer Excellence


Leave a comment

‘Customer Experience’ – Is it only for B2C?

360 degree view_of_customer_data

The stereotype notion that has emerged in the industry is that Customer Experience or ‘CX’ is only meant for B2C businesses and consumers. I cannot disagree more! The problem is, social engagement or social monitoring of consumers or customers is often mistakenly attributed to CX. Social experience of a sales person or the end consumer is nothing more than a medium of providing customer experience. The B2B story of Customer experience, even the partially defined bit, is not clearly understood by many.

People familiar with the traditional definition of CX, will understand that a great experience can be achieved at any point during the customer’s lifecycle or interaction with your organization and/or people.

“When you interact with a business customer or an organization; you still interact with an Individual or a contact representing your customer. Relationship building is a two people task”

Some questions (not limited to) and requests raised by my wholesale banking customers are: Having worked extensively with B2B Financial Services customers, I can assure you that Innovation in customer experience can be delivered to your Corporate and Institutional customers.

  • ‘Want all information about the customer: History, strategy, interaction, products sold, competitor portfolio, in one place’
  • ‘Can my Relationship Managers cross-sell more? Can you provide product information suitable for customer’s needs?’
  • ‘Executives need analytics on the move. Nobody has the time to login to a CRM application. Can important reports be provided on a Tablet?’
  • ‘More than one sales or product person work on an opportunity. They interact with Relationship Managers, Industry heads and external agencies to close or win opportunities’

So how should one address these requirements? Let’s start with segregating the processes that influence the customer directly from those that influence your salesforce who in turn deal with customers.

Customer Relationship Management

The above diagram covers:

1] How well the decision makers are aware of their opportunities?

2] Relationship manager is the face of the company when they interact with corporate contacts. The second question to be addressed is how equipped is your relationship manager to influence the customers?

Strategic Account Planning

Strategic Account Planning highlighted below addresses the first question. In a wholesale banking space, each customer is unique and has unique needs. It is imperative to have meaningful information of the client available, for decisions makers to understand the intent and take informed decisions.

Client Life Cycle Management

A strategic Account Plan of your Institutional client at the fingertips, with information on deal history, Available Wallet and Competitor share not only gives your RM an understanding of customer’s intent,  but also puts him/her in an advantageous position to cross sell relevant products & take a larger wallet share”

Credit officers and Auditors may need to share documentation related to approvals and have collaterals in place. It is possible that you need to interact with specialists outside your organization or even customer contacts.*Collaboration among teams is another important requirement to close B2B financial deals. Example: A Debt Capital Market, Loans and Syndications Opportunity for a Telecom Giant is so big and complex that it requires an involvement of more than two teams at times to win the deal. These deals could require Industry specialists, Relationship Managers, Product experts, your salesforce or even Sr. Executives at times to work together through the sales cycle.

In a banking space such requirements becomes trickier because of the security and visibility restrictions. Such high value deals cannot be shared openly! So a perfect experience would be to share limited information with others (in a Facebook or LinkedIn like manner?), while the owner of the opportunity gets a complete visibility of all interactions.

Oracle Social Network (OSN) is one such application that allows you to do so. While there are other similar applications available in market, OSN comes integrated with Sales cloud and is easily configurable with Oracle CRM On Demand. OSN could be used as a standalone application as well and allows users to easily share documents.

Oracle Social Network Foundations

Mobility

Mobility has changed the way business is done. Executives demand meaningful reports on the fly.  Monthly meetings have been replaced with daily stand-ups.  More importantly, they want to be self-sufficient in tweaking the reports to gather more and specific information out of the collection of data.Traditionally, pre-built reports were used to present a logical set of data. But this is not enough anymore. Especially with a spurt of analytics tools such as QlikView, Tableau or Roam BI, the expectations from business intelligence is completely different.

Oracle has invested significantly in this space and has products which talk seamlessly to your legacy database and provide analytics on the move. Another integration which we @CRMIT have achieved is with ROAMBI and Oracle Sales Cloud. The results – Roam BI transforms any data into simple, meaningful and intuitive experience which could be accessed on your mobiles or tablets.

Integration with Oracle Sales Cloud

“Managers have easy to understand yet powerful information accessible on the move. A simple and intuitive interface can change the perception of understanding data. Presenting it to a client or Executive is an even better experience”

Now let’s discuss about how a bank can help its relationship manager and improve their customer’s experience. While all the above points do directly or indirectly create great CX, Mobility is something that would directly impact your customer.  Wealth management executives and relationship managers are consultants for your client. A bank will be able to get the customer’s potential business only when they are able to advice the customer on the right investments.

Strategic Account Planning helps in understanding the client’s current state, future need analysis and business objectives. But many a times this information is not sufficient and what client’s need is up to date market research data and advice.

This is a different ball game altogether.  Knowledge cannot be replaced with any levels of service and a well-informed consultant is more likely to give better experience than someone who only gathers requirements. Hence, infusing knowledge management capabilities within your CRM application and equipping your salesforce with the recent most accurate information is the need of the hour.

Knowledge Management

Knowledge Management can be split into two (for B2B banking): 1] Internal organization – Product portfolio, Investment trend analysis, Customer Portfolio, Competitor Information 2] External Market – Investment Opportunities, Capital Market  Analysis, Risk Assessments. To have these details require significant research. Also, the challenge is the relevance of the research could change from customer to customer.

Moreover, as portfolios expand and regulatory requirements grow complex, managing is increasingly difficult and costly. Fortunately, CRM applications can now be extended to infuse research information from within as well as outside the organization.

Oracle Knowledge Solutions is one such extension (or standalone) application. It not only looks for information within the organization but, if configured, also searches outside the scope of your organization to stitch together meaningful information. All of this, using a natural language search algorithm.

“Enabling your CRM application with Knowledge Management capabilities not only allows your salesforce to learn continuously but also allows your client facing team to answer contextually, accurately and intelligently.  Nothing builds a better loyalty than a sound advice”

Another capability (and an interesting one) that has a direct impact on your customer, is being aware of their recent events such as an annual celebration or a new product launch or even a job change.

*Going Social is the answer! Get personal, congratulate on a new credential or promotion. These are basic human instincts. Nothing makes a person happier than knowing you care. This is the space where a B2B CX overlaps with B2C.

From a previous research done on this subject, some of the business challenges that could be addressed by infusing social media with your CRM are highlighted below:

Social media integration with your CRM

The capability we built allows a two way sync between your CRM contacts and LinkedIn Connections/Followers (with security concerns addressed ) These features are now available out of the box in few products and as extensions in many. Of course, what is important is how well your salesforce uses this data, but equipping them with information through your CRM is the first step!

To conclude, I had immediately dismiss a conversation which hints that customer experience is only for B2C. Relationship building, especially in context of institutional and corporate clients, is still about knowing an individual and interacting with an individual. Great customer experience can be achieved at any touch point of your organization. The only question you should ask is how well have you equipped your employees to deliver this experience?

About CRMIT Solutions

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

We are committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Testimony to Customer Excellence

CRMIT Solution is the Oracle specialized partner for financial services, which means Oracle recognizes CRMIT Solutions for Expertise in Providing Exceptional Business Solutions within the Financial Services Industry.

CRMIT’s Cloud CRM based financial solutions are comprehensive solutions for 360 degree customer view,Oracle_Specialized Partner for financial_services deal management, mortgage expansion, detecting risk, and enhancing customer relationships.

CRMIT Solutions has worked on end-to-end Cloud CRM solutions designed to specifically address the unique requirements of financial institutions including corporate banking, retail and wealth management. The solution, which has been implemented at financial institutions, is enabling those institutions to reduce risk, increase customer acquisition, improve customer service, develop and manage more effective marketing programs, enhance sales productivity throughout the consumer sales cycle and provide better management insight.

“We are very proud to have achieved Specialization for Financial Services and this can help to enhance our already long-term and successful relationship with Oracle. This accreditation is a testimony to our in-depth knowledge and expertise in Financial Services which has indeed supported our clients achieve improved financial performance and customer satisfaction across various channels”  said K V Padmanabha Rao, Regional Director, CRMIT Solutions.

Inputs from
Pratik Bajaj
Principal Business Consultant –Industry CRM & CX Solutions.

CRMIT Solutions


Leave a comment

Modern Customer Service for Life Sciences

 

KeepCalm_BreakAllRules

Science is bad business. The ends never meet, and the people are rarely on your side. Life science is possibly the worst of them all!

The life of Life Sciences is riddled with externalities of every geo, bio and demo graphic. Sometimes you just hope Gaia made things easier but that’s really asking for the moon. The world’s habits die hard (thank god, they don’t live forever). The only hope then, for a business in the Life Sciences, is to make the company a habit. Because sales is dead.

A Life Science business goes to market with its knowledge of habits. Our service, diagnosis, understanding, is founded in the exceptions. In the process we create, delete and refresh habits, in ourselves, in our clients, in our partners and in our competitors. Our sales come alive through our marketing and service.

The marketing of Life Science is a habit in itself. It consistently and persistently, across all the channels (the digital ones and the physical ones) of outreach, displays the habits of the business and the habits of the solutions being offered to the consumer.

For example a pharma company might display its sciences and technology, a hospice might showcase its therapeutic regimen and a physician would display his habits of case research. The consistent, clear and undistracted display at every opportune moment of outreach requires one to be conversant with all the information and communication technologies that are available to and purchased by our customers today. Leading practitioners make a habit of omnichannel outreach. Exceptional practitioners feed their omnichannel marketing off the service.

The service operations in Life sciences is about knowledge bases, two-ways. The leading practitioners are omnichannel responsive to the consumer’s questions and needs for information and knowledge. The exceptional practitioners on the other hand are omnichannel proactive and correspondent with the customer to reach the higher levels of information and knowledge bases on both sides.

Omnichannel correspondent capability is a tough nut to crack. The road-map to exceptional customer service starts with deleting the habit of a separate sales force and legacy definitions of content. The capability develops as one progresses from a habit of unified marketing and services in siloed channels to that of crossing over channels and then to combining all the channels.

The Oracle Marketing Cloud is a world-class theatre for digital marketing science and marketing operations. The Oracle Service Cloud is a platform for correspondence with the customer, for the service and marketing functions. The Oracle Fusion Applications and Middleware on Oracle Engineered Systems provide capabilities to breed omniscient habits of marketing and service across the Life Science enterprise.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

We are committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Testimony to Customer Excellence

Follow

Get every new post delivered to your Inbox.

Join 1,480 other followers