Social CRM is no longer a concept that requires introduction. Today, blogs and tweets created by self-proclaimed social gurus have helped corporate houses to embrace Social CRM. It has also given a perfect setting...
for corporates to leap into matters such as how social networks may evolve in the near future, what they should watch out for, why and what is that they need to do. However, organizations should choose their CRM strategies carefully and not go overboard at the cost of other channels, established over a period of time.
Customer loyalty is every marketer's dream. Rising competition, wider choices and greater awareness among customers has made customer loyalty increasingly difficult to cultivate and sustain. Loyalty programs are a...
high risk - high returns... approach to cultivate customer loyalty. Our experts explain how loyalty programs, when planned and executed in the right way, can create genuine value for both the company and the customer.
Customer satisfaction and loyalty are intrinsically linked to the long-term growth of the banking industry. When banks cut costs to navigate the downturn, they must ensure that the customer experience does not...
suffer. They need to focus... on providing consistent service to customers across all channels of interaction. Banks can enhance the customer experience by leveraging three enablers – people, process and technology. Our expert discusses how CRM transactional and analytical applications help banks in managing the customer experience.
The key result area for inbound channels is customer satisfaction through the resolution of customer issues. However, there is more value in the inbound route than many organizations realize...
As marketers pour money into the outbound channel with diminishing returns, there is growing awareness about the benefits of tapping the potential of the inbound channel for marketing.
Contact center agents accessing customer data scattered across multiple applications are challenged to access useful and timely information for better customer interaction. Coupled with the growing complexity of contact center operations, the need of...
the hour is a 'unified view' of customer profile and performance reports.
Language neutralization in companies leads to better alignment of activities and opens the door for innovative business strategies and process automation. Further, it saves costs and enhances...
customer experience while improving productivity. Companies must exploit this opportunity to remove language barriers and cultural context. This approach equips companies with a competitive advantage, allowing them to seek further cost benefits through centralization and harmonization of business processes.
In the current economic environment, financial institutions face challenges in debt collection. In this paper, our experts recommend planned customer interactions to increase debt collections and reduce delinquency. They also advocate framing...
of collection strategies ahead of new product or service launch. Proactive strategy, technology optimization, quantitative measurement, and analytical tools enable effective debt management.
Companies are focusing on customer service to differentiate themselves, ensure customer loyalty and retention, compete effectively and remain profitable. As products and services become more complex and sophisticated, providing customer...
support becomes challenging. Customer Care Centers have to re-train their staff more frequently to handle new services. Since these Customer Care Centers are located in multiple geographies, the cost and logistics associated with training is daunting. By capitalizing on Social Networking, the Customer Care Center can be transformed into an informal learning platform that enables traditional training and informative sessions. Team members can benefit from knowledge sharing and collaboration leading to increased levels of efficiency.
Transition is a critical phase in Business Process Outsourcing (BPO). Success of transition decides the success of outsourcing. To help smooth out the plan, Gartner states, "We dispel two myths regarding BPO transitions: Firstly, the BPO provider bears the responsibility...
for the BPO transition, and secondly, transitions require minimal oversight and attention by clients. While the BPO provider has a great deal of transition responsibility, the client also has transition responsibility and must assign resources to pivotal roles to ensure an optimal transition." Best practices help getting it right the first time.
Europe is an emerging market for Business Process Outsourcing (BPO), says Michel de Zeeuw, Vice President and Executive Client Partner and Member of Infosys BPO Executive Committee. He believes that companies in Europe...
must outsource their business processes to become more scalable and competitive. According to him, Royal Philips has set a trend by signing a seven-year agreement with Infosys BPO to provide Finance and Accounting, and Procurement services to more than 400 Philips organizations globally.