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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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Customer Experience Management Concept : FCR

FCR = First Call Resolution

According to Wikipedia, FCR Means:

Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case.

You may not be a call center, but it helps to ask this question, What is your FCR? This is going to determine what level of Customer Experience you can provide as part of your CRM Support functions.

Source: http://en.wikipedia.org/wiki/Service-level_agreement


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Guest Post : Managing Product Defects, via Exceptional Support

My sister wanted to buy a new refrigerator. I accompanied her to a local store as she wanted to get the feel for the design and physical dimensions before searching for the cheaper prices online. We approached a salesman in the store and detailed our requirements, he has started showing latest models and explained the cool new features of them. My sister wanted to show her patriotism by buying an Indian brand, she turned down the salesman whenever he tried to hard sell the south korean brands. She liked a fridge made by Godrej, which had a big flower on it’s door. I checked it’s power consumption and it had a label with 5 star rating from Bureau of Energy Efficiency, so our search ended there.

Before buying it, I took out my smart phone and checked it’s prices online. Surprisingly, this store was offering better prices than online shops. We bought it. The salesperson told me that they can deliver it in 3 hours and he will send a serviceman tomorrow to install it. I was bit surprised, what is there in a fridge to install? Aren’t the fridges plug&play devices (even before computers had USBs)? I have politely asked him to just deliver it and convinced him that I can do the installation all by myself.

Fridge got delivered, we have unpacked it. For such a huge size it wasn’t that heavy. Plugged it to the power supply and it has started making that noise every fridge makes while powered on. My sister started loading it with everything she could possibly put into it and still found some space left inside. I was too lazy to go through the manual for recommended settings for right temperature, just wanted to turn the knob to the middle of it’s range. As I tried, I could not turn the knob. It was stuck, by seeing me trying my sister begged me not to break it. Decided to get some professional help after slamming Godrej for this poor quality finish. I didn’t want to call the store as I declined to accept their installation (well, I’m an egoist), I called Godrej’s toll-free service number which I found in their manual. I have explained the problem to a friendly lady on telephone and she promised to send a serviceperson as soon as possible. After the call, all those bad experiences, from the past, with calling the customer support and the service request getting last in nirvana flashed in mind. I’ve started to become anxious.

But, Godrej sent an SMS within minutes after my call with customer care. The SMS had a service person’s name, phone number and a 4 digit code to be given to the serviceperson after he does his job to my satisfaction. This one SMS gave me a lot of assurance that my service request is not lost. Now, I have a hold of a service person with that 4 digit code and real phone number (without extensions). The bad experiences of the past have just lacked this sense of assurance the SMS has provided. My anxiety has been wiped out.

Little later, the serviceperson called and offered to come by next morning. Next morning, the service person came and replaced the knob in minutes and I have given him the code, he left happily. All went well. This has been such a good experience, we have forgotten that Godrej delivered a brand new fridge with broken knob in first place. Big kudos to that person who has really thought through this process to delight his customer.

Yeasix

For the people who haven’t met me, I prefer to go with the name yeasix (supposed to mean ASICs) as my twitter handle. I’m an Electrical Engineer who loves to force the semiconductor elements to get the job done, a.k.a ASIC/chip design. Freshly backed Returned-Indian after spending 12 years in Germany for studies and work. New to Bangalore and it didn’t fail to amaze me


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CRM : Look beyond numbers

Few days back, I got a marketing call from my mobile service provider, they suggested a new bill plan for me. It was very attractive, lot of benefits when compared to my current plan, and the price was also reasonable (Rs 1000).

So, I decided to shift to this new plan and gave them my decision. I got an SMS immediately, everything went smooth. I started enjoying all the new plan benefits, and felt happy about the right decision.

One month later, yesterday I got the bill and it was a shocker, because, it had Rs 2000 as the plan cost, instead of Rs 1000.

I am sure all of us would have faced this kind of a problem before, we would dial the call center, shout at some helpless lady there that the company has cheated us, threaten them that you will go to court and finally, (if lucky) get the refund back. This post is NOT one such story, believe me

My intention is not to share my frustrations with you or throw dirt at the mobile company (That’s why I am not even mentioning their name here). Instead, I fully understand that such service issues can happen at any company, and want to think aloud on what is the best way to handle them.

Coming back to my story, I immediately contacted their call center, informed them that they have charged me Rs 2000 instead of Rs 1000 and asked for a refund (and reason). The gentleman on the other side of the phone was very kind, apologized for the error, took just few seconds to understand the real issue, and gave me a solution almost immediately. (May be many people are facing the same problem!)

Actually, the plan to which I subscribed to, is called “Package 2000″ (or something similar), which means, the fixed rent on this plan is Rs 2000 per month, and then, they enable something called a “50% discount package” on top of it. As a result, you will get Rs 1000 discount on your bill every month, bringing the effective rent to Rs 1000 only.

In my case, they never told me about this complexity, and simply sold it as a “1000 Rupees package”. Technically, it is not cheating, but they should have mentioned it clearly during the “Marketing” phase.

OKay, Marketing is done, I am ready to buy the package, at least now, someone should have told me that the plan is actually called “Package 2000″ and I would have asked “Why 2000?”. They missed this step too.

Biggest mistake, they forgot to enable the “50% discount package” for me. As a result, I got a bill for Rs 2000 now, instead of Rs 1000.

The call center person could revert it back to Rs 1000 very easily, and enable my “50% discount package”. I am happy, I even gave that person a “5/5″ rating as the feedback. But, the bitterness is there with me, that they didn’t handle this right.

What they could have done differently?

  1. They could have created a simple “Package 1000″, instead of a complex combination “2000 Package” + “50% discount” (Owner : Product Management / Marketing)
  2. Even otherwise, They could have told me clearly about the package, instead of selling it to me as a “Package 1000″ (Means, you are hiding facts about your products to your customer, just to make a sale) (Owner : Marketing / Sales)
  3. They could have put a process in place, to ensure that “2000 Package” always goes with “50% discount” package, just to make sure no customer gets a surprise after their first bill (Owner : Delivery / Deployment / Billing)

These are the “Expected” reactions, if they want to go one level up, they can “surprise” or “delight” the customer by taking few more initiatives, but that would be too much to expect at this stage 🙂

Now, let us analyze this entire story from a Customer Relationship Management standpoint, these are the transactions, and the result:

  1. Marketing call to customer : Success
  2. Sales to customer : Success
  3. Delivery of the product (package) : Success
  4. Customer raised a complaint about Billing
  5. Customer complaint resolved in 2 minutes : Success
  6. Customer gave a “5/5″ rating : Super Success

Do you see the problem? My mobile service provider will NEVER know that things went wrong in my relationship with them, they will never know that there are number of improvement suggestions they need to work on, if they just look at the statistics above. Unless and until I write a long Email detailing all these to their senior management, they will be under the impression that everything went smooth. Even after I write one such mail, there is no assurance that action will be taken against it.

This proves beyond doubt, that CRM is not just transactions, it is the overall relationship that matters. If you just look at the customer records / activities / feedback numbers, you may be missing the real picture altogether.

There is a very famous quote about statistics, let me borrow it and modify it slightly : “CRM systems and reports are just like mini-skirts, they give you good inputs, but hide the most important things!”

Naga Chokkanathan

Senior Director, CRMIT

Originally Published in http://nagachokkanathan.wordpress.com/2012/07/20/crm-look-beyond-numbers/


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Media Release : Oracle Fusion CRM to Drive CRMIT’s Global Sales Productivity

Bangalore & New Delhi, India – July 18, 2012

News Facts

CRMIT Solutions, a market specialist in delivering On Demand CRM solutions using cloud computing, is among the first companies in Asia Pacific to deploy Oracle Fusion CRM, Oracle’s newest customer relationship management solution, to manage its global sales and marketing lifecycles and enhance the productivity of enterprise sales, marketing and service professionals.

CRMIT plans a 40% year on year growth in its fiscal year 2012 and is looking to leverage Oracle Fusion CRM to support their business goals.

Oracle Fusion CRM will offer a wide range of solutions to CRMIT for improved sales execution, planning, forecasting & contract management and incentive compensation. It will enable CRMIT to achieve the following in their day-to-day business –
Integrate territory management, quota management, and incentive compensation for optimal sales coverage, Advanced sales forecasting for better monitoring of performance to plan, Sales prospecting tools to generate higher-quality leads and facilitate the sales force to focus more on solutions, Reduce the cost of staffing, implementation, and maintenance because of 100% standards-based infrastructure.

CRMIT’s sales team will be able to use Oracle Fusion CRM from multiple channels such as PC, mobile devices etc., and will also draw on its social CRM integration to collaborate better with internal and external audiences. Oracle Fusion CRM will be deployed on the highly secure Oracle public cloud.

CRMIT, a gold member of Oracle’s PartnerNetwork, specializes in Oracle CRM On Demand Solutions and has been implementing Oracle Cloud CRM solutions for more than 8 years. With this deployment, CRMIT will also leverage Oracle’s Fusion CRM for their internal use and employ the cloud platform solution to build CRM++ extensions.
Oracle has invested more than six years of in-depth research, conducted extensive interviews with more than 1,000 global customers to understand their needs and coupled this with current market trends to design this new generation of CRM products called Oracle Fusion Customer Relationship Management.

Oracle Fusion CRM is a 100 percent open standards-based set of integrated CRM modules that improves the way sales professionals work and is designed to deliver unprecedented business insight into sales performance management.

Supporting Quotes

“At CRMIT, we understand the criticality of increasing the team’s productivity while providing an effective view of vital sales data for better decision making,” said Vinod Reddy, Founder and CEO, CRMIT. “Oracle Fusion CRM has a futuristic architecture and was our natural choice because of its complete CRM functionality and focus on customer experience solutions. With built in business intelligence and industry standard extensibility capabilities, Oracle Fusion CRM helps us to leverage integrated technology to drive sales planning and close the performance-to-plan gap more easily and quickly.”

”Oracle Fusion CRM has been developed keeping customer experience management in mind. It is easy to use, effective and efficient in functionality,” said Sunil Jose, Vice President, Applications, Oracle India. “For CRM IT, it will address all their sales team’s needs from account management to sales management and mobility, without compromising on security. The solution also has enhanced features like campaign management, e-mail integration and flexible deployment options that will make business operations much more simple, effective and efficient.”

About CRMIT

CRMIT is a market leader in providing solutions for Oracle’s Cloud CRM. With operations in USA, EMEA, ANZ and APJ regions the company has successfully deployed over 100 successful CRMOD implementations across various industry verticals having 150+ customers worldwide.

About Oracle

Oracle (NASDAQ: ORCL) is the world’s most complete, open, and integrated business software and hardware systems company. For more information about Oracle, please visit our Web site http://www.oracle.com

Trademarks

Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.

For more information contact:

Vandana Shenoy

Oracle India
t:+91 124 4328156
m:+91 9811551760
f:+91 124 4328121
e: vandana.shenoy@oracle.com

(Originally Published In : http://apacmediacentre.oracle.com/content/detail.aspx?ReleaseID=5600&NewsAreaId=2)


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CRM Television!

Just found a new online video website specializing in CRM. Cool!

The URL is CRMSoftware.TV. It is a free online video resource for all things CRM. Think of it as Hulu for CRM software. On the site, you can find a variety of videos including product reviews, best practices videos and software demos, to name a few.

Go ahead and try it. We love the content presented there and can see that potentially it is going to be a treasure for CRM enthusiasts, from students to researchers!


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Idea Engineers Exchange On Customer Experiences

Recently, I attended an event on “Idea Engineers Exchange” focusing on Customer Experiences. Many professionals / technologists / business analysts from different organizations were part of this interesting event. Sharing my notes from this event here:

Session – 1

UX / CX , Channels with commerce : Intro by Prashanth

  • Forrester, CXI , Customer exp index .
  • Defects found by customer
  • Customer repeat purchase
  • Likely Experiences for referrals
  • Translate above experience to revenues
  • Incremental revenues generating – $2M $ …by referrals
  • Customer, Retailer to manufacturer communication channel on defects
  • Consumer psychology innovation

Subhradeep Guha, SAPIENT NITRO, Global capability leader, Country director

  • What is digital commerce?, Inform, inbound , engage, advanced version of e-commerce, virtual e-commerce
  • Shopping experience digitally, ASOS fashion finder, online shopping cart, looks , commerce application., NET – A – PORTER web site
  • CATALOG SHOPPING, MAGAZINE shopping
  • BURBERRY web site, streaming videos with fashion shows
  • Comments published in commerce application, liking on the site, harnessing impulse., chooses customer to buy a product
  • Impulse and emotion buyers in commerce site
  • FRENCH CONNECTION YOUTIQUE eCOMMERCE WEBSITE, 98 VIDEOS -> published with theme and importance, implication
  • Clothes service web sites, coming with experience.
  • Who is consumer?
  • Who is target consumer?
    • Toddler to senior citizen, Group , Not an individual, digital m/c and collection
    • 20+ ability to buy
    • Capacity to buy, access to technology
    • Influence decision making
    • Diff target segments
  • Where do they live?
  • Global Demographics stats: North America, western Europe, China, Japan,
  • India : young and less affluent
  • Age : single/no kids / child , family, older + , matters
  • Lives in NA, EU, JP, SK, SN,TW or AU
  • Next : Emerging markets,
  • AS WATSON in china opening physical stores
  • STORE FRONT in NET markets’ mid 1980, 1990s …it’s 1994
  • Retail experience with tasks changed
  • Black BOX in a jeep / car ..Like black box in airplane è In European cars / jeeps
  • Buying experience is linear experience.
  • Shopping with different channels..Shopping exp revolution.
  • Feedback , Grievance box for consumers
  • Connect Brands with Consumers, enabled by technology – connected by data & Experience space
  • What is technology / where are it’s boundaries?
  • How are we designing solutions?
  • How you prepared are you for the future?
  • Omni Channel è Brand experiences will drive revenue
  • INSTORE Experience & ONLINE / INTERNET EXPERIENCES
  • Pre purchase è Beyond the store è Post Purchase
  • (Exp : Pre shopping) (Exp : Post Shopping Exp)
  • Validation, Referrals, Ratings, Reviews, Forums, etc
  • TOUCH POINTS represent increased opportunities / revenues
  • HOME / WORK / HOARDING / MOBILES / PHYSICAL PLACES / IN-STORE è The extended experience space
  • Digitization of shopping / Digital assistance, Apple, Samsung Sleepy’s
  • Extending shop floor with variety of approaches
  • INSTORE, For ex New Balance, iPad …
  • Exclusivity
  • Store as Social Shopping platform. Shirt hanger with Likes / Ratings displayed
  • Store as Studio with multiple channels
  • Theater videos, Vending m/c / Amphi theatre, House,
  • Store design / layouts
  • Capturing Omni channel touch points
  • JC Penny
  • Apple has integrated its total Ecosystem
  • Starbucks listens to their customers à CRM
  • Why do connected experiences matter?
  • A consumer brand experience changes customer relationship

Session – II

Designing immersive exp – Subhindra venkateshamurthy

  • Immersive experiences
  • Immersion in Digital Spaces
  • Flipboard
  • Layar App
  • Extend experiences
  • How to create Immersive experiences?
  • Uniliver’s Share Happy Vending m/c è Ice Cream vending m/c Smile bigger , you get bigger ice-cream
  • Gamify
  • Connect with people’s emotions
  • Set clear goals
  • Rewards
  • Social
  • Allow for discovery
  • All games are Social now
  • Make thing’s for Fun
  • Visit thefuntheory.com ..Elevator vs Steps ..In one of shop they made STEPS like Piano, people strated using Piano steps rather than real elevator.
  • Piano Staircase: (Customer Experience videos)
  • http://www.youtube.com/watch?v=2lXh2n0aPyw&feature=player_embedded
  • Sneakerpedia , Social Recognition
  • Meaningful contribution
  • Nissan Eco-Friendly , grow tree on DASH BOARDS

Bhaskara Reddy Sannapureddy

Technical Architect, CRMIT