Month: April 2012

Client Feedback On CRMIT’s CRMOD Implementation Services

Great news to begin the week. We are very happy to share the client Feedback from one of our recent Oracle CRM On Demand #CRMOD implementations. This client is a famous Insurance and Banking firm from Australia.

Thanks CRMIT for the excellent work to support the demanding requirements on this implementation of CRMoD.

You were excellent communicators and your CRMoD knowledge is excellent.

Excellent Job, Team CRMIT. Keep going!

Customizing Oracle Fusion CRM

We have prepared a short video, which talks in detail about “Extending Oracle Fusion CRM”. It covers information about the MDS Repository, Engine, Various layers where customizations can be done, how these are stored in the repository and how they are retrieved at the runtime to provide different experience to different users.

Customizing Oracle Fusion CRM

We will be coming up with more advanced videos on Oracle Fusion CRM in the coming days. For more details and to answer any of your queries, feel free to reach us at st@crmit.com

Book Review : The Asocial Networking By Dhiraj Kumar

In the last couple of years, we have read enough about Social Networks. Some of us understood what it is all about and got in there with clear goals, many others went with the flow and became addicts. Few think it spoils their productivity and decide to keep it strictly controlled (or stop it altogether), Many others think it improves their productivity and give reasons / measures to prove it.

The reality is, none of us understood the impact Social Networking has made / is making as we speak. It is so huge, practically making it impossible to even visualize. We all look at small parts of it and make our judgement, without realizing it is incomplete.

This book (The Asocial Networking : Musings On The Real & Online Words By Dhiraj Kumar : Wordizen Books : 322 Pages : Price : Rs 195/-) approaches this from a different angle. The author asks us to think again about the ‘virtual network’ (or the ‘second world’) we all take for granted. Is there really another world? Are those really your friends? The constant updates you are making on the social media, does it really matter in the bigger scheme of things? Do those likes and follows and Retweets mean anything?

Now, this is not a book against online world or Social Media. In fact the author gives a wonderful background about various social networks people use and how they do it. Only catch is, he tries to break the myth around these by introducing logic and rational thinking to the table, Making us think, how social these networks are, really?

The book is actually a collection of 150 short articles written by Dhiraj Kumar. It talks about the Offline world, how it got impacted by the online networks, how we started sharing information, photos, videos and almost everything with our virtual “friends”, What is the psychology behind someone carefully designing their facebook homepage, how seriously privacy is viewed, what is our level or tolerance when it comes to social network related complications, how games affect our mindset, What “Likes” and “Comments” really mean, how we react differently in online / offline worlds and so on. If I list all the topics the book covers, this review will run into many pages.

Nowadays we assume social networks as a granted thing. If someone is not “Online”, for all practical purposes they don’t exist. We are more connected to these virtual worlds, we want to do business online, we want to complain in social media, instead of sending a private email to the brand or the store where we bought the product, we ask for opinions / reviews from these online friends and make decisions based on this. To cut a long story short, our dependency on these social networks becomes more and more every passing minute. So it makes sense for us to stop and think about these, understand the perspective and then take a call. It doesn’t mean you will delete your facebook profile etc., after reading this book, but you will take it differently if someone likes your post, or someone doesn’t like it. Huge improvement, isn’t it?

Lovely book for those addicted to Social Networks, Others will find is amusing to know that there is a world like this. Very good debut book by Dhiraj Kumar.

For details about the book : http://www.amazon.com/The-Asocial-Networking-Dhiraj-Kumar/dp/9381115877

Guest Post : The spiral continues

With political, cultural and social revolutions happening on Twitter and Facebook by the day, the arguments for the Internet being the common man’s means of political participation is no more surprising. With everyone (with Internet connectivity and literacy) being able to start a blog (or a microblog) and speak his/ her mind (in most countries), the Internet is the epitome of democracy. If you can see that democracy itself is a system of marginalising the minority, you will see that the Internet is no different.

As far back in 1977, Noelle-Neumann argued that “the process of opinion forming and sharing was based on perceptions of popular opinion, and that perceptions of decreasing support for one’s position led to a reduced likelihood in speaking out about the topic”. She called this the spiral of silence.

In any public sphere, when one knows that his/ her opinion is not popular, one is more likely to abstain from expressing it. We all, at some point in time or another, left a conversation thinking ‘nobody gets it’ or ‘it’s not worth it’. That is us drowning in the spiral of silence. Though there are published articles to prove that the spiral of silence is far less on the Internet than in real life (like in this research here and this about LGBT communities of colour), I am still not convinced that the Internet is a place where all opinions are accommodated and all issues are supported.

I believe that what’s popular is what goes around on social networks. While corruption is a cause that most of the Indian (social networking) population stood up for, something that requires deeper understanding like Maoist movement in the Northeast or AFSPA in Manipur is generally not outraged about. My point here is not the number of people on the Internet writing about marginalised issues, it is about their virality. If more people don’t read and share, the idea of the Internet levelling the opinion high ground is defeated, isn’t it?

What’s more worrying is that with the Internet maturing as a platform and more tools of engagement coming along, it is the early adopters or the celebrities (from elsewhere) that get the most number of eyeballs. This, I believe, would lead to further bullying and a wider spiral of silence. Let’s imagine you are the only one who hates Chetan Bhagat and everyone else in the world thinks he is God (let’s just imagine for once), will your voice be heard in the public sphere? With all social networks aiming to milk the most out of people (they are businesses too and this isn’t entirely wrong), it is just not the world’s priority to ensure a level playing ground for (counter) opinions.

The rate at which people are adopting social networks across the globe ensures that it is not limited to the elite few. However, the openness of these networks also means that trolls cannot be kept away. Blind following, abusive language, inappropriate responses, and personal attack on content creators are things we cannot avoid.

The SOPAs and the PIPAs of the world aren’t much of a support to the open democracy that the Internet is. Most Governments have begun looking at an uncensored Internet as a problem and the fear of being troubled for what you said (and published with a record of it online somewhere) isn’t very encouraging to express opinion.

Besides all of this, I believe the responsibility rests with the users of the social networks to be open to opinions and respectful of fellow networkers. Much to ask, that?

Ranjani Krishnakumar

Ranjani Krishnakumar is a Digital Marketeer, who drinks a lot of coffee and fiddles with her pen all the time (apart from all the stressful marketing work that is). She also writes a blog about (Tamil) films at www.tharkuri.in.
She can be found as @_tharkuri on Twitter.

Oracle Fusion CRM Reporting

Oracle Fusion CRM comes with a comprehensive Reporting Module, which is very easy to use, flexible, yet powerful enough to capture all your reporting needs.

If you are already comfortable with Oracle’s BI (OBIEE Or CRM On Demand Answers) way of creating reports, this should be very easy for you, there is basically not much to unlearn / relearn as you can see from the steps below:

Step 1 : Go to “Navigator” > “Tools” > “Reports and Analytics”

Step 2 : From the left navigation, click on “Create” Icon, It opens a popup screen

Step 3 : Select your Subject Area, Reporting Wizard Starts

Step 4a : Select Columns / Organize them as per your requirements

Step 4b : Name your report, Select Views (Table / Chart / Both), Decide on the layout

Step 4c : Edit Table

Step 4d : Edit Chart

Step 4e : Filter your records (to display limited information in your report), Sort them based on one or more fields (Ascending / Descending)

Step 4f : Define Conditional Highlighting (If any)

Step 4g : Define Location : My Folders / Shared Folders / Subfolders & Save

Step 5 : From the left navigation, Click on the folder specified in Step 4g, Click on the report name, Click on “View” to view the report, Or “Edit” to edit the same

Social CRM For Service Teams

One common source where people are sharing content online more than ever is certainly the social networking environment. This is the largest source of direct, honest and outspoken opinions and community assistance. While this real time social media thing is global, uncontrollable and dynamic that lets your prospects and customers talk about you online, it is definitely serving like a helping aid to Service Teams, as well.

While customers talk about issues that you may not be even aware of, using right tools you can actually uncover the posts that talk about various issues, problems or may be grievances about company products and services. This can facilitate you in enhancing your customer support and service.

Social CRM provides you an opportunity to automatically convert these customer posts into service requests into the existing support application for a better follow up and track.

Now, what kind of social media posts for customer support routine can assist you? It may be a complaint, suggestion, any positive feedback or may be an additional service or product offering.

Once you identify the kind of post that can help you further in the matter, social CRM can convert it into a service request and route it through the existing workflows. Most of the organizations answer these posts as first come, first served manner, but you can choose to answer these according to your high value customers or may be high rated products. But whatever you choose, that should be based on business needs and not social media dynamics.

With the scoring mechanisms of social CRM, efficient and timely segmentation of actionable posts becomes easy. So, while managing service requests and taking proficient actions accordingly, you can also enjoy various other benefits of social CRM like platform flexibility, greater influence over conversation, better accommodating complexity of customer relationships and achieving deeper customer engagement.

Charu Mehta

CRM Consultant, CRMIT

Oracle Fusion CRM Look and Feel

Found this treasure during a casual browse, Oracle Fusion CRM Screenshots from various modules, uploaded in High Quality by the official Oracle team themselves!

Looking at the newly released Fusion CRM Product, these screenshots are slightly old, But still give a clear picture in terms of what to expect from this industry defining product. Go ahead and browse them all here : http://www.flickr.com/photos/oracle_images/sets/72157627700339363/