Month: April 2013

Upgrade to Best Practices, Not Just Your Budgets

Annual Support & Advocacy Program

Annual Support & Advocacy Program

Your CRM / CX environment is a strategic component of your business. Driving user adoption will be critical to the success of your customer experience strategies. You might have your budgets rolled up for the best of the technologies, but having the best practices in place is equally important.  Enabling you with the day-to-day support and services you need to ensure that your CRM / CX strategies are successful

Software support becomes an important and immediate requirement post every successful implementation program. An active annual software and advocacy agreement helps to ensure the long-term support and operation of critical computing environments. The absence of such an arrangement greatly restricts access to technical assistance and challenges with updating and implementing new software releases. This can result in interruption of normal system operation and extended down time.

The ASAP [Annual Support & Advocacy Program] is a comprehensive support and advocacy program for Oracle CRM and RightNow CX Cloud Service customers. The  program includes, remote technical support, remote configuration & installation assistance, fixes, special software patches and minor/ major updates.

The ASAP is available within multiple delivery models including onsite, onshore or multi-shore. Subscribers to the ASAP [Annual Support & Advocacy Program] also have access to online support tools, single point of contact [SPOC], CX (Customer Experience) experts, industry experts and key Oracle product and engineering teams.


  • Post implementation support & annual CRM / CX Health Check
  • Periodic documented feedback / assessment on user adoption rates, technical configurations, integration and upgrades
  • Access to online support tools, SPOC, CX / domain experts and key Oracle product & engineering teams.
  • Flexible support plans to suit onsite, offshore and multi-shore delivery model
  • Discounts to training programs
  • Extended configuration, customization and report generation support from an integrated R&D and validation services team with expertise including FMW, J2EE, .NET, PHP, mySQL, etc

First-hand knowledge of cloud integration, CRM, CX (customer experience) and most importantly the domain specialization is a necessary condition for first class support, but this must also be coupled with understanding of the latest developments in each relevant deployments. CRMIT Solutions contributes to the development of many specifications through direct participation in some of the Oracle CRM / CX product validation / testing programs. Knowledge gained through current specification development activity and validation is further enhanced by leadership positions in the Oracle CRM On Demand, Oracle Fusion CRM and RightNow CX Cloud Service markets. This brings CRMIT engineering teams into broad contact with developments in the field, and has resulted in applying these standards in a wide variety of situations.

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RightNow CX integration for Twitter

RightNow CX integration for Twitter
RightNow CX integration for Twitter

RightNow CX integration for Twitter is an extension to Oracle RightNow Social Experience capabilities and enables the RightNow platform to instantly generate and distribute pre scripted response to queries / feedbacks posted by customers and consumers via Twitter.

Oracle RightNow Social Experience is part of the market – leading Oracle RightNow CX Cloud Service, which offers an integrated approach to customer experience. Oracle RightNow Social Experience enables brands to harness consumer influence and passion in service of the brand. From social media monitoring to branded online communities to a full-service Facebook experience, it is designed to extend experience to the places where consumers are learning, sharing, and buying across the social web. The RightNow CX makes it easy for agents to monitor and engage in relevant customer conversations as they emerge on Twitter, YouTube, RSS-enabled sites, Facebook fan pages, and your own community.

The CRM++ RightNow integration for Twitter includes a batch program to accumulate, scan and read tweets posted by consumers and customers for relevant keywords, compare and map it with RightNow knowledge base data, generate and distribute an appropriate response to the queries / feedbacks. The tweet response, includes, a solution URL that customer can navigate to, and re-tweet or reply for more information.

Tweets that fail to find an appropriate mapping or response within the RightNow Knowledge are tweeted back with a tweets a reference to a web form that can create an incident. Service agents can prioritize on responding to these incidents based on their SLA’s.

The Twitter integration for RightNow CX helps make it easy for agents to monitor, minimize their manual response and engage in relevant customer conversations as they emerge on Twitter. The solution helps build a thriving peer-to-peer support community empowering customers to help themselves, each other, and your organization.

The integrated solution helps companies to manage and maximize the customer experience through potential Twitter touch points. By aligning customer data from Twitter sources through RightNow CX, companies can assure that agents have the most accurate, up-to-date information to streamline the customer interaction process and improve the overall experience and results.

Customer experience is a set of perception; a customer has with a company throughout the buying and owning interactions. Positive Customer Experience (CX)s enable businesses to attract more, retain more, sell more, sell for more, and do more.

Social Media in India 2012 : A Report Published By IAMAI, In Association With IMRB, eTech

Executive Summary 

The second decade of the 21st century has seen the maturity of Social Media as a distinct digital entity. From being an avenue for simply connecting with family & friends, it is increasingly used for customer engagement, and is grabbing news headlines for other reasons. Facebook, which has been the undisputed leader in this space, achieved a USD $100 Billion valuation in its initial public offering! With over a billion individuals the world over on social media and rising every minute, various members from the digital fraternity recognize the utility of the medium, and are investing a greater share of their digital advertising budgets towards social media.

According to the report, the number of social media users in Urban India reached 62 Million (Mn) by December 2012. Essentially, about 74% of all Active Internet users in Urban India use social media. The infographic above also showcases the estimated number of social media users by June 2013 i.e.. of 66 Mn.

Key Takeaways from the Social Media Report (June 2012)

  • Highest proportion (84%) of Social Media users (among Active Internet users) is for the demographic segment “Young Men” à 84% or 20.3 Mn Active Internet Users – Essentially, Young Men contribute about 35% to the overall urban social networking base of 58 Mn
  • 34% or 19.7 Mn of the urban social networking base is from the Top 8 Metros
  • Of the urban social networking base of 58 Mn, about 20.3 Mn (or 35%) are from Small Towns (towns having population of upto 5 Lakhs)


  • Active Mobile Internet User Base in India – 39.7 Mn
  • Active Social Media User Base in India – 32.5 Mn (82% of the Active Mobile Internet Base)
  • A higher proportion (82%) of Mobile Active Internet Users access Social Media, as compared to that accessed by the Total Active Internet base (72%)
  • Considering the Top 35 Cities in India, 77% or 18.2 Mn of the Active Mobile Internet users (Top 35 City Base – 23.6 Mn) access social media, second only after Email (83%)
  • Average Frequency of Social Networking Access using Mobile Internet 7 Days a Week


  • Facebook is the leading website accessed by 97% of all Social Media users in India

The growth in the number of social networking users can be attributed to the rising Internet penetration in India, through increasing affordability of smartphones and consequent mobile Internet use.

To Read The Full Report:

“The Hindu” published an Interview With Naga Chokkanathan, Senior Director, CRMIT with his comments on this report.

To read the article, Click Here :

For the full version of this interview, read on:

Question: There are no surprises with this study, are there? Do the social demographic patterns (urban, youth, male, mode of use: mobile) and time spent conform to your Expectations. Or are there surprises?

Naga Chokkanathan says, * The fact that “Entertainment” and “Gaming” are moving to #3 and #4 respetively, while “Email” and “Social Networking” is in first two positions : It is not surprising, but very interesting, because these two (Email & Social Networking) are content created and consumed by same set of people, while the other form of entertainment where someone else makes the content and it is consumed by millions of others, is slowly fading. Whether it is good or bad, we create our own content and this is a major transformation in this decade

* Small towns contributing to 24% of Social Networking access? (The color code is not clear), If this is true, then this is a surprise, All along we are thinking Social Network is dominated only by people from big cities, and targeting Content, ADs, Offers etc., for them only, This needs attention by content providers, Marketers

* It is not a surprise that in India mobile access to Social Network is more popular, There are more phones than PCs here 🙂

* Another surprise for me, Social Networking usage is almost same in weekdays and weekends, It is usually believed that weekdays it is more, because most people access social networks from their offices only, This trend is also changing, home PCs / Broadband connectivity / Mobile spread combo may be the reason

Question:: That FB Is on top of the list is to be expected, but Twitter is still way behind. And people are still using Orkut! Comments, please.

Naga Chokkanathan says, Google+ is in #2 because of their strong integration, not by user choice, But still we shouldn’t take credit away from them.

I believe Orkut must be used heavily in small towns (Refer above), But I don’t know why 🙂

Twitter usage is growing all over the world in a much higher rate than this, In India the adoption is poor, mainly because Facebook offers much more than twitter (For example, “Picture Sharing”, which is a primary reason MANY people come to social network!)

Question: clearly there is a bias towards using mobiles to access social media content. What is your preference?

Naga Chokkanathan says, Mobile + Social is a classic fit, When compared to PC (Which is mostly text based), it has pictures, videos, is location aware and makes “Social Updates” Super easy and extremely enjoyable, I prefer it anyday to PC,

Only advantage in PC is, fast typing. But in general people started typing very little thesedays (Except folks like us 🙂

Question: The study also indicates the potential of social media in terms of numbers. Are efforts on to utilise this potential for brand/product promotion? At what stage is this now? Or what percent of the potential are we utilising?

Naga Chokkanathan says, In India, very minimal, Being a CRM (Customer Relationship Management) Professional myself, I can assure you that Indian brands are yet to take Social Media seriously, Of course, there are few very good examples of social media usage, but they are exceptions, the majority brands are still depending on traditional media for sales / marketing / service.

But, this is going to change VERY fast. Pretty soon, people are going to expect rapid communication via social media channels (Where they spend majority of time anyway), and this will become a hygiene factor instead of “Good To Have”.

This is happening all over the world, Social Customer Relationship Management (SCRM) is the HOT area now, and companies are investing billions, and reaping benefits, It may come a bit late to India, but we will be adopting it much faster than others, is my guess.

Question: Is crowd sourcing over social media platforms present in any significant manner in the country?

Naga Chokkanathan says, It is there to some level, but not enough to make a dent. In a country as vast as India (and with so much social media usage), we can do much better, New ideas need to come (and they are coming, mainly from small companies and entrepreneurs who are starting on their own with a good idea!)

Question: The report doesn’t say anything about regional language use on social media. But is there a growing language use; with various language keyboard apps being available, will that content increase?

Naga Chokkanathan says, Yes, Social media being a personal mode of communication (well, to some level), people prefer to communicate in their native language. Already we see a huge growth on this, But this is very very little when compared to the potential we have. User created content in regional languages is going to become really huge and stay.