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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”


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Emails inside CRM

Sugar CRM, the famous open source CRM solution has recently made this announcement:

our new email archiving capability that lets you save and access email from all your accounts and contacts right inside Sugar

Very interesting trend. Seeing Emails inside CRM and the ability to respond to accounts and contacts from there itself, will be a lovely feature. Very useful for improving user adoption, when the CRM implementation meets the standard resistance “Emails are good enough for me” (Individuals) Vs “But we want centralized data” (Management).

Guess what, we visualized this requirement and implemented it for Oracle CRM On Demand few years back. Now more than 10 of our customers are using this product which we call “CRM++ Email Workbench”. If you are an Oracle CRMOD customer, you should check it out!

Good to see Sugar CRM bringing this feature as part of their out of the box product. Expecting more and more CRM vendors to bring Email inside CRM, so that the question “Emails Or CRM” will become outdated, it is always “Emails AND CRM”!

To know more about our Email Workbench product, watch a video, request for a free trial, Click here : http://crmplusplus.com/ewb.html


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Is CRM Essential?

We think so. If you look at some examples of what will happen without CRM, it is easy to realize the importance of having a right CRM solution in place.

For example, Refer to this news article : http://www.dailymail.co.uk/news/article-2055596/Npower-fined-2million-failing-customers.html

In a nut shell, Energy Giant NPower is fined £2million for the way they handled customer complaints. It seems npower failed to record all details of the complaints it received, did not give customers enough details of the redress service offered by the energy ombudsman, and failed to put in place adequate processes to deal with complaints.

Surprisingly, any CRM in the market (including the free versions) will have this basic service request handling functionality. All it requires is a bit of discipline in recording all the details, monitoring them via reports and constantly looking at the SLA. In our experience, this is one of the simplest business processes to implement in any CRM solution.

Unfortunately, npower didn’t and pays the heavy price now. Such examples are becoming more and more these days as the customers are having more options and are realizing their rights.

Typically, CRM implementations cover Sales, Marketing and Service areas. Among these three, service implementation is the most important as it brings immediate visibility to outsiders. Any mistake there would mean a disaster, with all the social media power in consumer’s hands.

On the other hand, a well implemented CRM can really add value to you by improving client satisfaction and bringing new business. There are tons of examples for this too.

So, CRM or Non-CRM, the answer is a no-brainer, really!


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New Customer For CRM++ Self Service Portal

What a great way to start the week! We just got the news that CRMIT has won the competitive tender for implementing the portal for one of UK’s major business service organizations. We will be deploying our CRM++ Self Service Portal solution to this customer.

Self Service Portal (“SSP” in short) is one of the most successful products in our CRM++ suite. You can use the below link to know more about this product, watch a video and request for a demonstration / free trial :

http://crmplusplus.com/ssp.html


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Learning Attitude

Just got a great feedback from one of our clients, about a specific person in our team. Thought of sharing it in public, as this is a classic example of what difference a learning attitude can bring. That is something we value very high in CRMIT!

He was primary included in the project as a CRM configuration resource, however due to re-alignment of priorities he was assigned to the technical stream.

Despite not having any knowledge of the specific technology we choose, he was able to pick up the required skills by demonstrating a keen willingness to learn as well as putting in the hard work necessary to pick up this skill, he has since been a valuable member of our team and is able to mentor other resources, I have been really impressed with his ability to transition into this new role.


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Target Right

Segmenting your customer base and targeting a right marketing message to each one of them is an important aspect of CRM. Our Director Naga Chokkanathan writes about this with a simple example in this blog post:

We have a BPO / Call Center in our building, yesterday I saw a notice there for a “Free Eye Checkup Camp”, organized by a famous hospital.

Till few years back, “Free Eye Checkup Camps” used to be a social service done by various hospitals and other organizations (at least in India). They took Doctors / nurses / other health care staff to remote villages, to conduct free eye checkups / treatments / even surgeries for hundreds of people in a single day. This helped poor people who couldn’t travel or afford a traditional treatment.

Now, the same “Camps” are being used as “Campaigns” by large hospital chains. They basically do free checkup and consulting, in return to having your details in their database. Also, if you have any serious problems in your eye / vision, you will go to their hospital for a (paid) treatment, isn’t it?

When you look at it from the other side of the table, people working in an IT company or BPO won’t need a “free” eye checkup, they can always go for a paid checkup, But when it is offered for free in their own premises, they will go for it, as time is their only investment.

So, modern “Free Eye Checkup Camps” are a WIN:WIN for both parties, they generate leads to the hospital, and in return, those leads get free checkup and consulting. Overall, society is happy as more and more eye problems get detected early. Beautiful model.

Coming back to the BPO “Free Eye Checkup Camp”, When I saw the notice, I got curious, I wanted to see how this famous hospital convinces Call Center employees to go for an eye checkup.

From a marketing perspective, it should be a piece of cake, EVERYONE knows IT / BPO employees strain their eyes too much by looking into those monitors all day, and they need eye checkups frequently. If you are lazy, use the eye checkup camp conducted in your own office premises, at zero cost, perfect!

But guess what? That hospital’s notice about the “Special” Eye Checkup camp had none of these points. It was the usual “Close your eyes, imagine a life without vision” etc., stuff… Generic, Boring, Junk text.

It was a stunning example of “Lost opportunity”, Here they have a clear segment : Young people who look at their computer monitors all day (or night), tons of material available online and offline to tell them why it is important for them to check their eyes regularly, and all you manage is an “Eyes are essential to human beings” kind of statement? Oops!

I can understand why this might have happened. Most likely, the hospital has a generic template for Eye camps which they reuse multiple times, changing only the company name. It will be easy and convenient, but imagine what can happen if there is a ‘targeted’ message. If I am in that position, I would create a special template for IT / BPO employees, one for Housewives, one for senior citizens and so on, so that I can use the one which makes sense in my target audience, for any given camp(aign).

Whatever may be your medium, if audience are not getting an answer for the magic question “What’s in it for me?”, it will be ignored.

Source : http://nagachokkanathan.wordpress.com/2011/11/24/why-not-target-right/


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Google offers free websites to Indian SMBs

Today Google India is announcing ‘India Get Your Business Online’, a first-of-its kind program to offer free websites, domain & hosting services to small medium businesses in India. Designed with local partners, the program provides Indian businesses the tools and resources to establish a website, find new customers, and grow their businesses.  Check out the link below for more information:

http://googleindia.blogspot.com/2011/11/google-offers-free-websites-to-indian.html