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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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Why do you need Enterprise Incubation?

In a digital era, CX is centric to buying influence, the experience that the customer expects is some magic to happen. By definition, there is the novelty in a startup product or service. For example, The search engine of Google or connectivity of FaceBook or visual impact of Instagram is to what is happening now and all pointing to an experience a customer never felt before. The experience is to create a wow where the user also participates and develops on a given platform. Thousands of miracles are happening today because of technology. The User Experience is based upon harnessing the ever-evolving technology of algorithms of user behaviour. The way a platform is developed, the manner in which it generates a traction and the discovery of new possibilities like for ex. Instant translation simulating human intelligence, broad networking, new ideas of connectivity – with people, with information, with machine thinking do form part of myriad possibilities. The miracle is just not fulfilling a customer expectation, but providing him with a bounty in the form of unexpected. The platform educates the user on what he wants and gives him an unexpected experience that ignites excitement and prods him to know more of the product and use it more and more and also invite others to participate in his new experience like Facebook which becomes infectious. The experience becomes exponential, resulting in add-ons to the product. The function of an incubation centre as the term implies is to validate or invalidate an idea and to take it forward, to give it shape, content and generate traction. Simplicity and efficiency are the key drivers to CX.

The Enterprise Incubation Lab (EIL) is a strategic program of CRMIT which is focused on enhancing target organization’s capabilities by leveraging high-end engineering talent and best-in-class infrastructure available at CRMIT. The key message from EIL is “Building the right CX products the right way”.

A quick look at the Importance of CX from industry leaders

Customer Experience is at the top of every business’ priority list. It concerns the CEO to the CMO and even the CIO. Emerging technology, changing consumer needs and effective use of customer data are critical elements to ensuring your CX Strategy is as powerful as possible in a competitive and digital landscape. Gartner Customer Experience & Technologies Summit 24-25th May 2018.

We see our customers as invited guests to a party, and we are the hosts” – Customer experience is not a new idea — however, the proliferation of ‘digital’ and abundance of choice has empowered customers more than ever before. Selecting (and dismissing) brands is effortless; these decisions are often made without even a glimmer of a second thought. Today there’s a huge difference between merely servicing customers and ensuring an absolutely delightful experience at every turn… “Customer delight’ is the ultimate pursuit”.
(Jeff Bezos, CEO of Amazon).

A 5% increase in customer retention can increase a company’s profitability by 75%”. Retention is a direct result of impeccable customer experience. Both are inherently linked and neither exists alone!

(Source: Bain & Company)

‘Customer Experience’ is the measure of a customer’s opinion and sentiment towards your brand and the value it provides based on the customer’s entire journey from first to the current touch point. When customers are rewarded with exceptional experiences, the effects on revenue and profitability are undisputed… “The revenue growth of CX leaders is 5.1x that of laggards”.
(Source: Forrester)

Customers highly value great customer experience.

  • 86 % of buyers will pay more for a better customer experience
  • By 2020 customer experience will overtake price and product as the key brand differentiator

(Source: Walker Study)

CX Trends and buying influence

End-End experiences – Relishing the sheer joy customer feel each and every time they interact with a specific brand and its offerings.
Key Takeaway – Organization can dominate their market by offering dazzling end-to-end experiences, even when competitors may beat them on price and/or product

Proactive Engagement – Pre-empt what customers are thinking, prior to them spending time and energy reaching out to you. Their appreciation and loyalty will be boundless.

Personalization at Run Time – “81% of consumers want brands to get to know them and understand when to approach them (and when not to).”

On-Demand Service– By 2020, 85% of the customers will manage their relationship with an enterprise without interacting with Humans – Gartner.

By 2020, 40% of commerce transactions will be enabled by cognitive/AI personal shoppers and conversational commerce.” – IDC

Connectivity & Integration – “70% of retail decision makers globally are ready to adopt IoT to improve customer experiences “– Zebra. Technology Trends Shaping Vision 2020

Internet of Things Machine Learning/Cognitive Computing Tools & Automation
Gives Digital voice to people, process of things to improve the customer experience, enhance supply chain visibility and expand revenue opportunities Analytics and predictive models to help users to personalize CX and enhance inventory demand, forecasting and visibility Automation of packing and shipping orders, inventory tracking, checking in-store inventory levels and assisting customers in finding items
“By 2025, Internet of Things applications could have $11 trillion impacts.” – (Source: McKinsey)

Augmented (AR) and Virtual Reality (VR)

AR can be defined as the integration of digital information with the user’s environment in real time. Some benefits of AR in CX world are

  • AR educates the user with product information and pricing. For example in retail industry customers can scan products in the store to quickly identify which groceries meet their requirements for price and nutrition and access product suggestions.
  • AR enables one to one personalization – Users can scan products in the store to quickly identify which groceries meet their requirements for price and nutrition and access product suggestions. AR drives customer satisfaction

Virtual Reality (VR) literally makes it possible to experience anything, anywhere, anytime. It is the most immersive type of reality technology and can convince the human brain that it is somewhere it is really not. Some benefits of VR are

  • VR create the rich, immersive and interactive user experience
  • Personalized content is tailored to user’s particular needs and adopted fast
  • VR allows readers to truly connect with the published content
  • It reduces language barriers
  • Increase in Brand Awareness through social shares
  • VR helps in decision making
  • For the seller – detailed analytics is generated on user behaviour

Key takeaway – Cutting through any hype — VR and AR literally add new dimensions to the CX, strengthens the bonds and perception of the brand, benefits the customer and the seller.

Summary – Why EIL at CRMIT?

  • To unlock business value through Digital Transformation Program (DTP) and to “Drive Customer Experience Transformation Program” across different Lines Of Business.
  • EIL captures and spends effort on capturing the trends of CX world. This could be through customer feedback, Analyst reports and incubate those solutions to be market ready
  • EIL works on 3 fundamentals in the field of customer experience –

1. Digital Foundation: Today’s CX works are all about “Faster” “Better” and “Impact”.

  • Analytics plays an important role to guide real-time decisions, making 360 views of the customer comes in the forefront than ever before.
  • Apart from analytics, content management, listening tools, visualization and one-one personalization are essential in creating a strong digital foundation.

2. Content Management & Content Strategy: For better customer experience, companies need to have appropriate data as the pivot of their content strategy. Placing data to map to all the various touch points along the customer journey is the key to any successful CX program

3. Cultural Alignment: At EIL, every member has been taught the principles of innovation as their culture. CX innovation is learning-based. The development methodology is more agile and iterative. The lifespan of the product today is 6 months from extinction, hence change in development methods, Go To Market criteria is a lot more challenging but is the need of the hour.

EIL understands that to deliver great customer experiences is no longer just a nice-to-have—it’s a competitive requirement.

 


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Why you should visit the Salesforce World Tour Sydney

In a few weeks, the International Convention Center in Sydney will be home to the Salesforce World Tour. If you’re a customer of Salesforce, or just interested in the latest trends and technologies, the World Tour is the place to be.

Salesforce events have always been viewed as one of the most innovative events. The events have always had inspiring keynote speakers, bringing you the latest trends and innovations. As a visitor, you are in for an inspirational day in which you will be inspired to try new ideas and learn about the latest trends and innovations in technology. As an organization, you are in for a treat when you present yourself at the Salesforce World Tour. You will meet a lot of peer customers and the inspiration and information you and your colleagues receive will help you improve your business.

Meet us at the Salesforce World Tour in Sydney
Salesforce World Tour

At CRMIT, we love to be on top of the latest innovations as well. With a mission to help every organization achieve Customer Success, we like to learn more about common data issues to cognitive data solutions to help you. Besides just improving our own knowledge and skills, we come to learn more about the customer experiences that often challenge your business. We would, therefore, love to tell you more about how our solutions can help you create a delightful customer experience in your entire Salesforce organization.

We will be attending the Salesforce World Tour at Booth S28. This means you can find our booth at the Customer Success Expo. Please come visit us, we would love to get to know you. Count yourself in.


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Convert Data Into Insight -Oracle BI Cloud Services

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Oracle Business Intelligence Cloud Service gives an easy, affordable analytics in the cloud—so you can convert data into insight as fast as you can click.

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Start Instantly—Start your analysis instantly—upload your own files, drag and drop to build the report/dashboard. Easy search, dynamic navigation, and contextual analytics will help guide you through your data, so you spend your time applying your expertise, not configuring charts.

Automatic Best Visualizations—Automatic visualizations help reveal new patterns, show what’s in the data. Oracle BI Cloud has a rich gallery of charts that helps to create dynamic, interactive dashboards & reports that are both highly informative and visually appealing, you can drag and drop from a rich charting library to create compelling dashboards and reports.

Dig Deeper—Sometimes you have an idea about what you’ll find in your data—and sometimes you don’t. Through Oracle BI Cloud easily combine data from multiple sources, discover new insights, and take analysis to the next level with advanced and predictive analytics.

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Go Mobile & Share—All the analytics are automatically available anytime, anywhere, on any device, so it’s quick and easy to share insights and drive collaboration.

Ease of Use—Fast, flexible analytics in the cloud empowers to get the greatest benefit from data when it matters most & whenever it is needed. You will be able to dive in and explore, drag & drop to see what combinations of attributes reveal new insights from data for you. It also offers the ability to use advanced analytics and predictive modeling, to understand the past trends & take that insight to the next level to prevent it from happening in the future.

BI

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Inputs
Arpit Kumar Saxena
CRMIT Solutions


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Oracle Service Cloud and Oracle Field Service for Customer Experience Excellence

Field Service ManagementLeveraging Oracle Service Cloud and Oracle Field Service to provide world class Customer Experience

You are an Organization that sells and services A/C units to various Consumers, what are the typical Complaints you face

  • I’ve purchased the A/C and waiting for over two days for it to be installed
  • Don’t buy this product, the service is pathetic, I would give a thumb down for this product (Social Media Post)
  • My warranty requires you to come and service me regularly, why is it not yet done?
  • Your engineer came to my home and told me that he would need to replace this part for which stock is not available and would need to wait for another 2 days, what the hell? It’s freaking hot here….

And More….More…..

Customers can raise an installation request/ complaint from multiple channels and there is a need for your back office staff to either respond to the request or assign it to a field service engineer to go to the Customer’s premises and cater to the installation request/ complaint

There are many products in the market that do this in silos, a Contact center solution to take complaints and a field service system to take care of the fulfillment process. While you can build connectors to these two systems, there is a need for a real-time data without any interruption to daily work.

There is a question that comes in mind, is there a single framework that can perform all these operations?

Well, the answer is Service Cloud portfolio of Oracle which has Oracle Service Cloud and Oracle Field Service tightly integrated within a single unified framework to provide the right Customer Experience.

How does it works? Let me explain with an example

Tim (The Customer) goes to a retail store and picks up your companies A/C unit, the Order information and would then be notified as an installation request in Oracle Service Cloud along with Tim’s contact details, Amy (Back office agent) would then go and look at the installation request, contact Tim and check his availability for sending an engineer to install the A/C unit, Tim would provide the timing, based on which Amy would input the information in Oracle Service Cloud. Oracle Field Service would take this information and consider certain parameters such as nature of service, area, the location of the Customer and availability of the resources, display a schedule to Amy. Amy would check the availability based on the timing suggested by Tim and see that Mark (Service Engineer) is the person available and confirm to Tim that a Service Engineer named Mark would come and install the A/C unit. Once the call is disconnected, an email and SMS notification would go to Tim with the confirmation request and details of Mark. The installation request is then assigned to Mark.

Mark is on the field and would use the Oracle Field Service mobile application to view the details and checks the location details that come on map, Field Service tracker would also display him the shortest route to the location, he goes and installs the A/C unit for Tim and updates the installation request. Tim then gets a confirmation message based on which the request is closed and a feedback survey is sent to Tim from Oracle Service cloud, Tim provides the feedback and based on the feedback Oracle Service Cloud has got in-built intelligence to identify as to whether the Customer is happy or not.

Is it all, no, A/C is more about continuous servicing, Tim has a warranty with your Company and creating and maintaining the preventive maintenance schedule in your system is very critical. Oracle Field Service allows you to maintain the preventive maintenance for the products; the schedules would automatically create work orders in Oracle Service Cloud. This would help the back office agent to view the details and arrange a service visit for the field engineers using Oracle field Service.

If there are any spare parts to be replaced at any given time frame, those details also can be recorded using Oracle Field Service and tagged along with your preventive maintenance schedule.

In a nutshell, Oracle Service Cloud provides cross-channel customer experience where the communication can happen from multiple channels and Oracle field service would help in the field service engineers coming and fulfilling your Customer’s needs based on a defined set of SLAs. Together, a world class Customer Experience is delivered.

About CRMIT Solutions:

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

Specialized Partner for Oracle Service CloudCRMIT Solutions has achieved Oracle PartnerNetwork Specialization for Oracle Service Cloud – Oracle Recognizes CRMIT for Expertise in Implementing Innovative and Value-Added Solutions to Oracle Service Cloud for a unified cross-channel (web, social and contact center) service solution that matter most in the customer’s journey.

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.

Testimony to Customer Excellence

Inputs from
Pramod Mahadevan
CRMIT Solutions

 

 


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Customer Service using Customer Journey Mapping

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Customer Service and Beyond

Customer Service goes well beyond just after sales.  It’s about directly, as well as indirectly, servicing the customer as they progress through the various stages.

One of the frameworks available for us to map these various direct and indirect touch points and then plan for delivering an effective Customer Service is Customer Journey Maps. A Customer Journey Map (CJM) looks at mapping out the total customer experience across all touchpoints between the customer and your organization, right from initial contact, through purchasing, after sales support, and hopefully onto renewal / repurchase.

Unlike traditional marketing funnels which are linear in nature, CJM’s are not. A customer can jump from one phase to another, based on a number of factors. They will interact with some touch-points and miss others entirely.  It is important to understand the different moments of impact a customer could have when engaging with your brand and products, and then set those customers up to succeed through education, communication, and discovery

Benefits  using Customer Journey Map 

CJM
Steer your product roadmaps through the insights you receive when you understand how your customers explore your products and where they get hung up

Prioritize your business goals to align with what where your Customers are facing maximum friction. Decide whether its Marketing or Customer Service you need to focus on.

Once you know the main points of Customer friction have prioritized the projects that will have the greatest impact, you can hire and expand teams accordingly

Help bring different teams together for a common goal: the customer experience. Everyone team should be well-versed on what your customer is asking, what they need, how they feel at different points of the journey

 


Step by Step Approach: Customer Journey Mapping

CJM 2

For further details on Customer Journey Mapping feel free to reach out to us at sales@crmit.com

Inputs
Saurabh N Gupta
CRMIT Solutions


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Sales Performance Management & FieldSalesPro: Maximizing Sales Team Performance

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Companies around the world are focused on maximizing sales team performance and execution, yet most struggle to achieve the outcomes necessary to face today’s business challenges.

Oracle Sales Performance Management (SPM) helps to create more performant sales organizations with balanced territory planning, informed quota allocations and better incentive management.

With SPM, Sales organizations also need right tools and strategies that help optimize the selling process and allow sales reps spend more time selling.

According to CSO Insights, most of the times sales reps miss their targets because they spend less time selling (only 41%) and more time on customer research, creating collateral and entering data into their CRMs manually.

FieldSalesPro is a sales productivity tool which allows sales reps spend more time doing what they really want to do: close deals.
FieldSalesPro

Role Play: Account Manager

Kevin is an Account Manager at Interface which is the world’s largest designer and maker of carpet tile.

He is on a planned sales visit to meet ‘Jeff’ who is a purchasing consultant (better role?) at Starwood Group of hotels.

Before the meeting, Kevin uses FieldSalesPro to plan customer journey.

Product Portfolio:

Kevin initiates FieldSalesPro and navigates to products section to review the products portfolio built by marketing for hospitality sector. He reviews featured products for this sector, their design, sizes, colours and Gallery with installation photos and hospitality customer references.

Kevin favourites few products for his meeting.

Customer Intelligence:

Kevin navigates to Customers section on FieldSalesPro and verifies if Starwood Group is already available. Finding that the Account is not yet added to FieldSalesPro, he searches and synchronizes Account and contacts information from CRM.

Kevin uses the “CRM Intelligence” and “Social Hub” features on FieldSalesPro to understand

CRM Intelligence – Latest Customer and Contact profile updates (fed by DaaS into CRM), Previous Opportunities, Current Opportunities, Active Contacts, Last Interaction, Planned Activities etc.

Social Hub – latest social media activity of customer organization and contacts.

Documents:

Kevin navigates to “Documents” section on FieldSalesPro for a sample sales script for the hospitality sector and reviews other collateral useful for his meeting.

Meetings:

Kevin navigates to Meetings section on FieldSalesPro and starts putting together meeting details like the subject, date, time, Customer, Attendees, products to promote, script to use and other useful collateral for the meeting.

<<Ahmed: does this sound too manual?>>

Role Play: Sales Manager & Account Manager

Jay is a sales manager at Interface and Kevin reports to him.

Kevin and Jay are having a Sales performance review meeting for their region. They use Oracle Sales Cloud SPM to review their Territory, Sales Quota, Closed revenue, Current Forecast and Pipeline.

Kevin and Jay believe winning a deal with Starwood Group of hotels is critical for achieving their remaining Quota.

On Oracle Sales Cloud, Jay reviews the featured hospitality products and their lead time to sell.

Jay reviews the meeting details with Starwood Group of hotels and proposes couple of changes to the list of products to promote and changes to the sales script. Jay adds himself to the list of attendees for this meeting.

Role Play: Account Manager

Kevin makes the changes proposed by Jay and uses FieldSalesPro to send the meeting invite to meeting attendees.

On the day of the meeting, before seeing Jeff, both Kevin and Jay review the planned customer journey. They are confident that they have all ingredients to close this deal.

Kevin & Jay meet Jeff, Jeff requests one of his team members ‘Catie’ to join the meeting.

Kevin adds Catie to the meeting, quickly reviews her social hub activity.

Kevin starts the meeting on FieldSalesPro.

Kevin shows the featured products for this sector, their design, sizes, colors and Gallery with installation photos and hospitality customer references.

Jeff and Catie favorite few styles for each installation and ask for a quick price.

Kevin uses the Quick price lookup feature on FieldSalesPro and shares the price points for selected styles.

Jeff and Catie request for samples and a Quote.

Kevin initiates following CRM processes from FieldSalesPro

  1. He creates an opportunity towards this deal
  2. He initiates sample requests for selected styles
  3. He initiates a quote request

Kevin and Jay thank Jeff and Catie for the opportunity and conclude the meeting.

FSP generates a meeting summary with key meeting information, attendees, products reviewed, products selected and actions taken and sends an email to all attendees with meeting summary attached. FSP creates an activity in CRM and store the meeting summary.

Confident about winning this deal, Kevin adds Starwood Group of Hotels opportunity to his forecast.

FieldSalesPro

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_cloudCRMIT 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.

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