Month: September 2012

Oracle Open World – 2012

We take this opportunity to invite you to the OOW conference, where we will be showcasing our Oracle CRM implementation & solution offerings at this Global Oracle event.

Please visit us at booth no 3841, Moscone West to explore our Oracle Cloud CRM implementation services, a unique Health Check Offering, and to watch demos of CRM++ applications that are aimed to enhance the customer experience to new levels, while being highly adaptable, customizable and above all cost-effective.

CRMIT is a market specialist in delivering On Demand CRM solutions using Cloud Computing business model. As a global CRM services provider, CRMIT has more than 600 Man years of experience in the domain. Growing to a 200+ organization in the last 8 years, CRMIT has operations in APAC, Australia, EMEA, Europe, US and Japan.

Our deep expertise in the areas of Oracle Cloud CRM has fetched us a specialization status, and we are working with major customers across the globe to ensure they get the best value add from their CRM implementations.

CRMIT’s CRM health check offerings help businesses get the best results out of their Oracle CRM On Demand systems. We have a 3 stage process – Assessment, Analysis and Recommendation to understand, analyze and come up with suggestions to optimize your business results.

CRM++ applications have been developed by the R & D division of CRMIT as plug-ins for Oracle Cloud CRM solutions (CRM On Demand, Fusion CRM). With a high level of innovation coupled with excellent technical expertise, these plug-ins are aimed to add value to the existing CRM platforms and are easily adaptable for any industry.

You can learn more about our offerings @ OOW 2012. Come, explore and gain insights, Looking forward to meet you at the conference.

If you have any queries or would like to schedule an appointment with our representatives at OOW, reach us at contact@crmit.com

CRMIT : A Journey!

Nine years is a long period in the life of Software Company and stepping into decennial year is a great landmark!

It’s good to look back with retrospection and introspection.

There were many teething problems, hurdles, bottlenecks and constraints down this road. However this is no surprise as growing a child never would have been an easy task.

Being small is beautiful and easily manageable. A child grows faster by the day with every one giving their whole hearted contribution .The key factor is what the child has picked as it grew and how is it poised to take the next leap forward. The first steps are small and with many slips and trips to make way for long and higher strides.

Most lessons a child learns before it grows into adolescence and would be using the learning all throughout its life. One learns more by mistakes, failures and blunders than through achievements and laurels. But successes, recognitions, appreciations and satisfactions are true motivators which keep you breathing and moving.

Reaching the next phase of life knowing you are well placed to face the new world challenges and having worked on your value system is a wonderful feeling! Knowing your play field and rules of the game well is an advantage. Respect your sponsors and competitors give you makes you believe you can achieve more!

To reach your best potential and succeed, you require nurtured talent, opportunities and good luck! In a positive and growing environment, each one has opportunity to grow and succeed!

The magic is Big Thinking! Big thinkers don’t look back nor get stuck with present; they look forward with a clear vision. Every one may not have a vision or a dream, but surely they should have a wish and a hope! Belief and passion are critical to big players as is adventure and action! Nothing big is ever achieved through small thinking, meager plans and poor actions.

Hi CRMIT! , you Journey so far has been good: you have all ingredients to be great!

Congrats and all the Best!

Now it’s time to incl9.

Bhasker Rao K

Director (Education), CRMIT

Originally Published In : http://bhaskerraok.wordpress.com/2012/09/20/crmit-a-journey/

Guest Post : The CRM and the pre-contact data challenge

I recently faced a data challenge that almost disturbed a whole organisation. My aims were honorable, I insist, but this was something so new, so unprecedented that it nearly didn’t happen. When it did, it revolutionized the marketing to sales hand-off, and a number of processes in between. It gave us an extra layer of rich detail that enhanced our marketing and sales processes, with market information that gave us real focus.

Stage 1 – get the data

There are a host of IP tracking software programs available, some better than others. We selected one which provided a short piece of code to put on our website, which tracked the IP address of the businesses surfing our website, and matched them to Dunn & Bradstreet databases, as well as LinkedIn. Immediately, we had a flow of data; from the 1500 visitors who hit the site each day, we could identify at least 300 of them. The system would give us key contact data from LinkedIn – in our case, we wanted the Human Resources and the Finance Directors, as well as managers.

However, it would also give us an extra rich seam of data to work with – what pages they were looking at, which search terms they had used, how long they had been on the site, and how many times they had visited in total. These metrics allowed us to gauge their level of engagement with the website, but also what they were interested in. When a leading airline came on looking specifically for what we provided, we knew there were something powerful here.

Stage 2 – filter the data

What we quickly realised was that the data we were getting through was of huge value, but only if we were able to quickly filter through it for opportunities. We extracted our own database into .csv format and filtered that into customers, prospects (i.e. leads) and suspects (i.e. no contact has been made). Within customers, we broke that up into international, safe and at risk, so that we could better understand why our customers were on the website.

That data was then uploaded into the system with a match against business name, and each organisation was then tagged appropriately. Naturally, data sets include variants, so a secondary match was made for those with no match, against the business address, in order to ensure that as many of the organisations as possible were tagged. We used a colour-coding system to quickly identify our web visitors.

Stage 3 – identify what matters

We set up a steering committee to understand exactly what we wanted to get out of this data, and how we were going to use it. For the first time, we were able to identify when a potential lead made first contact – but we needed to identify exactly what we required, and how we would use it.

Clearly, search information was key – this gave us an idea of the user’s intent. In one instance, we identified a leading hospitality chain before they went out to tender, knowing exactly what they were looking for before they told us. That allowed us to approach them. Therefore, matching a business name to a keyword was crucial.

Engagement metrics were equally key – we didn’t want to know a business who had left after just one page, or one that had not returned. Therefore, we needed to filter the data into the “most engaged” businesses, using number of visits, number of pages, and equally using triggers to see businesses who had visited certain pages.

Stage 4 – set up the CRM to drive the project

We were using Microsoft Dynamics CRM, which allowed us to create bespoke events that would be visible in the 360 degree dashboard. Of course, this would have to be at organisation level, as IP addresses cannot be matched to contacts directly. What we needed was a new “web visit” event matched against organisations, with key information such as keyword, titles of pages visited, depth of visit, total number of visits.

Rather than setting triggers up in the tracking software itself, we used the CRM to automatically trigger an alert to the appropriate business development manager whenever a web visit was triggered in the system. So, for example, if a business of 500 employees in the South-East recorded a 6-page visit on a key search phrase, then the South-East mid-corporate business development manager was alerted.

Stage 5 – getting the data back into the CRM

The key here was automating the process – and required a little bit of trickery in the background to ensure that it worked seamlessly. On a daily basis, the system would do a batch data upload into the CRM using a cross-match of data fields that transferred vital information from the tracking system online, into the CRM.

Equally, where contacts were missing from an organisation, we would receive an alert that would allow us to manually update the contacts ourselves at a later date.

Stage 6 – getting buy-in & refining the process

There were bound to be initial problems – for example, some sales representatives resented receiving too much information about potential prospects they had no interest in. However, upon receiving the aforementioned tip-off about the hospitality chain, a salesperson decided to act, and was able to use the search phrase information to build a conversation with the business.

Sales agreed that it was best to collect data over the long-term and get a better appreciation of the prospect’s buying process. For example, contacting the prospect too soon in the process could potentially be a negative – the CRM was throwing up extra intelligence that showed prospects were likely to visit the website at least five times before making an enquiry. What we needed was a trigger to say “this business should have contacted us by now” – and that was when we had to act.

Stage 7 – building intelligence into marketing efforts

Events and triggers from the Dynamics CRM allowed us to better inform sales of when a potentially sales-ready prospect had been on our website, but there was a further layer of information that we could use here – the pre-contact buying process. We had learned that contacts were using key phrases of a generic nature in order to find out about the service in general, and then they were diving into deeper information, with white papers and PDF downloads being crucial at this stage. At a later date, they would return with a brand phrase – either brand alone or brand + service.

We could then take this information to make a soft contact with the organisation, either by direct mail or telemarketing, in order to gauge their true level of interest. We would never mention the fact that we knew what they had been looking at (it sounds a little big brother!), but our conversion rates on direct and telemarketing rose substantially as a result of this intelligence.

The CRM allowed us to extract data according to most recent visit and number of visits to the site, and we could then prioritize our efforts according to depth of visit and keyword intent, personalising the message further. The additional data provided by the system, cross-fed into the CRM, allowed us to further enhance our contact possibilities.

And at the heart of this…

We believe that CRM is the cultural glue to an organisation. You only get out what you put in, and that was the mantra that every department in our business repeated – from the quality of the data, to the depth and richness of that data. By adding in a layer of pre-contact intelligence, and looking at the models of engagement with our website, we were able to build an observe-and-contact model that both sales and marketing could use in order to better understand and approach a potential prospect with a view to getting a face-to-face appointment.

As we go on, we are beginning to weave new aspects into our contact strategy, from building in social media feeds to getting a greater appreciation of customer needs. For example, there is potential for upsell when a customer visits the website, looking at extra product or service pages. We did not have that capability before because it was not spoken.

At the very heart of this, was the CRM. The glue that binds the organisation, the tool with which to interpret and communicate this intelligence, and drive what ultimately became a stellar year for sales.

Gareth Cartman

GarethCartman Gareth Cartman writes frequently on business, HR and CRM topics, and works with MS Dynamics partner Preact, who are based in the UK and were recently awarded President’s Club status by Microsoft.

Creating a Corporate Empire of Excellence

With ever changing world market situations and economic policies of developing nations, there is an enormous speed & pace which is required to sustain in today’s competitive world of business which has a phenomenal change when compared to earlier days of 1990s.

Countries have moved out of barter systems of mighty mahanzadoro Harappa civilizations and mighty Himalayan traditions to the world of exchange of exchanges for gadgets in the fast paced world. Countries have seen lassaiz faire, free enterprise in US during 1980s. While developing nations are filled with poverty, advance nations concentrate on increasing the exchequers with dollars and there would be huge gap in thought process and development of Nations.

Due to world market changes and relative factors like economies of developing nations, perspective of business has taken various changes as world is becoming a smaller and smaller due to invention, innovation, technology and certainly the brilliance of people today. Major MNCs, corporate, individuals, employees, clients, and vendors are focused and inclined to change themselves and consistently looking for new technology, knowledge Transfer, best industry practices to follow and incorporate where necessary in an uncertain situations of hype in the stock markets.

Transformation (change) is the key word in the world of global economy and in the context of liberalization of policies to conduct market segmentation and penetration effectively with an efficacy in order to explore new world of business opportunities, avenues and possibilities. The replication of business has taken a bigger seat if we take the example of McDonald in the world to spread wings across the nations.

Employees are subject to transformation and a constant change for upgrading their skills to achieve excellence in all walks of life to keep abreast of knowledge with their competitive spirit, contribution and become mission critical to organizations.

Great saints of Santana Dharma of India like Adi Sankarbhagavat pada of 14th Century, have established and prescribed few rules to achieve this excellence through various methodologies and with perfect discipline. He has mentioned it in his “Nirvanashatkam” which depicts about detachment in attachment, achieveing a perfect state of mind. Today, we don’t have time to go back and look the Wisdom which was prescribed in Kruta Yuga and we start looking at other nations by being after the material advancement without value system and giving up the principles of foundation which was imbibed in our blood and every nerve in the tradition as cultural heritage.

There are many foreign nationals and expatriates including Steve jobs of Apple Inc visited India to meet up with the ancient Gurus of Himalayas to understand the fundamental principles which will govern the Nations, Corportes and individuals for ever. Steve Jobs achieved it and he had spent good time during his last days. His message to the world is “Innovation through detachment and certainly not with attachment”. He has left his mark of Iphone5s & Tablets today in the world which is a greater innovation of the world.

Without Disciplining of mind and body which are not in tranquility and synchronization, achieving excellence is impossible and absence of synchronization of these two would do lot of harm and adverse effect on the system. Besides these fundamental principles of foundation, ethical conduct and value system which was cherished and nurtured in the nerve and blood of individual which may take place from the birth as hereditary and brought up.

Needless to say, gaint companies like DSQ Software, Infosys, cognizant and TCS, HP speak about it with passion and they had set some rules for themselves from top level to bottom level employees of the organization. Hence, they have become breeding grounds of excellent people and their off-shoots are established in similar lines like Mind Tree, Xchange, and Hexaware etc. The adoption of ethical conduct and value system is to drive these disciplines and right and righteous conduct which will help to make corporate – “A great place of work destinations”

The reversal of fundamental principles of “Satyam (Truth) to Mytas” will be changed as reversing of company name leaving aside the greatest Value system would change the direction and fate of company which is an evidential fact today. Wisdom and Truth are back bones of the value system which enhances the power of organizations for all people dealing with the company.

The greatest challenge today is Transforming Others. Best ways to deal with it is “Transforming ourselves” and look at everything and have insights of things with a fresh approach and new perspective without inhibitions away from the concept of “I know everything”. At the end of life when he was given poison and consumed by Socrates, Socrates stated that he realized one thing “that he knows nothing in the world”. This is a difficult path of realization which needs fundamental value system, flexibility to adopt change, acceptance and admission of mistakes, self-introspection on a continuous basis.

Hence, Transforming People through Engagement is a must and CRMIT believes in this concept and uses it extensively to develop the internal systems, people and processes. CRMIT has inclination towards achieving excellence through gaining & imparting knowledge to become pioneers.

Jack Welch on Vision: Good business leaders create a vision. They articulate the vision, passionately own the vision, and relentlessly drive it to completion. Further to this, he also says, Above all else, good leaders go up, down, and around their organization to reach people. They are informal. They are straight with people. They make a religion out of being accessible. They never get bored telling the story

CRMIT’s belief on “Vision”:

1) Invest on people
2) Develop Trust and Respect
3) Dominate your market/ area of work – or get out
4) Never sit still
5) Think Service, service, Service
6) Forget the past, love the future
7) Learn and lead

Goals, Values and Beliefs of CRMIT

Our goal at CRMIT is simple – extraordinary customer service. We accomplish this by our highly valued People, Processes and the right working environment where employees have fun as they work. Our goals are accomplished by a commitment from every employee.
Our values and beliefs are :

  • Treat each employee with trust and respect and give them an opportunity for input on how to continually improve our service goals.
  • Treat each employee fairly and with mutual respect. The Company does not tolerate discrimination of any kind and encourages all managers and supervisors to involve employees in problem solving and the creativity process. When problems arise, the facts should be analyzed to determine ways to avoid similar problems in the future.
  • Provide the most effective and efficient corrective action, to resolve customer service issues, to ensure our customers satisfaction and that the problem not be repeated in the future. In this way, we will maintain our leadership position in the industry.
  • Foster an open door policy which encourages interaction, discussions and ideas to improve the work environment, thus increase our productivity.
  • Deliver competitive, impeccable service to our customers and, where required, partner our customers with vendors who share our mission vision.
  • Make “Do It Right The First Time” our commitment as a team and our only way of doing business. This commitment will assure continued growth and prosperity.

Ravi Shankar Kasinadhuni

Director (HR), CRMIT

Oracle SRM

Oracle recently released a wonderful video on SRM : Social Relationship Management, and what their vision is, in terms of a “Social Enabled Enterprise”. This 30 minutes video is recommended to anyone interested in these topics:

http://www.oracle.com/us/corporate/events/srm/index.html

To help you further, CRMIT has made Notes from this session, which you can access in full size here : http://blog.crmit.com/wp-content/uploads/2012/09/Oracle-Vision-Social-Enabled-Enterprise-1024×557.png