Infosys - Customer Experience & CRM Transformation Strategy

THE PERFECT CRM PROPOSAL THEY CANNOT REFUSE Leading industry analysts estimate and predict the global customer relationship management (CRM) software and services market will continue to increase at an accelerated rate, gaining significant importance in the CIO mindshare. We give you a nine-step CRM approach to woo your customer. ....0.... 1 Try something new Give the traditional CRM applications a miss and shift to Saas. Sales, customer service, social CRM, and marketing are the four fastest-growing areas of enterprise sales applications on Saas, with campaign management gaining speed. SaaS Rethink your relationship It's time you know what customers expect. Now, more than ever, you need to focus your attention on the definition of clear and actionable customer experience strategies. Get on the move Go mobile. Make the right moves with new strategies to empower your customer-facing executives and your consumers through mobile applications. The rapidly evolving nature and complexity of mobile solutions presents a diversity of options and challenges. Expand your circle of trust 4 Go beyond the traditional concepts of customer experience. More the merrier is changing the game. Consider the influence of employees, external partners, and third-parties on every single customer interaction. Here, WYSIWYG equals 'what you say is what you get! Be at the right place at the right time Listen to what customers are saying across channels. Cross-channel interactions and CRM solutions such as digital and e-commerce platforms need to support and leverage an integrated customer experience. Be a smooth 6. operator Rethink your customer operations. Adopt refreshing customer-facing processes that deliver a superior experience while allowing you to optimize your performance and efficiency. 7 It's time you get social Build use cases that demonstrate the impact of digital consumers in areas such as digital marketing, unstructured data analysis and categorization, marketing communication, and customer self-service. And whether your business is B2C or B2B, you need to adopt social CRM. 8. Get more intuitive with big data Big data is significantly influencing strategies for customer analytics, business intelligence, and business insights. If you have not already, go the big data way to get big insights. 9. Be quick on the 'hint' uptake Focus on the voice of the customer. Leverage your customer's opinions to prioritize and optimize business processes and manage customer expectations. Infosys Building Tomorrow's Enterprise