Month: August 2013

Social CRM Systems and their Benefits to a Business

Social CRM is the latest update in the Customer management Industry. With the sudden growth in social media platform, it’s through social CRM that you can connect in a more personal level with your consumers and track their daily activities. Nowadays, you will find a number of software systems that are ready to help you with social CRM technology. Let’s not waste another minute in chit chat and start exploring the following points that will help you in understanding their work methods and how you can achieve effective results with the system –

Social CRM
Social CRM helps you to Connect with Consumers on Social Media Platform

Features

Do you really wish to make a difference with your social CRM techniques? Then it is essential that you buy software systems that help you to employ an equipped CRM method technique. With these software systems you will be able to collaborate efficiently with others who belong to the other side of the mark of formal authority. This will significantly help you to accomplish your goals in a definite period of time.

Now, with social CRM, you can also follow people, their status updates and even share your views with them. With every post that you update, you can even attach a CRM linked file. With social CRM, you will be able to maintain customer interactions and engagements with transactions and operations being a byproduct. The system is also enabled with active tool management that makes it really simple to connect with your consumers through comments, file sharing and links.

You can even improve your company products through social online forums, where consumers will disclose their views and regards about the products and how you can improve them to attain better customer relationships. Most of these software systems are created with web technology 2.0 as base framework. It is chiefly information sharing stand point where consumers and sellers get to know each other in a more personal level.

Benefits

These software solutions are great problem solvers. You can use them to assist you in both cross and up sells. They help you to build a strong customer bond and improve the productivity of the business. You also get to establish a number of social profiles and groups through the means of automated centric processes.

The platform is secure which makes it absolutely safe for your organization to share information with other potential members of your company. You also get to create system feeds of records that are closely followed by users.

Conclusion

Social CRM systems help you to find and import leads. You get to measure the amount of money spend on marketing. You also get to scrutinize the effect of every single marketing program. Apart from these, you get to capture the contact information and important sale news. You can also recognize the sale prospects through the means of advanced search options. I hope that the article provides you with enough knowledge of Social CRM and how they work to help you in building customer relationships.

Author’s Bio: Alisa Martin is a profound writer and is popular for her authenticate writings. She mainly writes about business advertisement such as “Social Media marketing is one of the most proficient ways of online marketing(http://completeseoservice.com/)” and several other topics.

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IRCTC (www.irctc.co.in) and Customer (Citizen) Experience

It is written several times by several people on pathetic performance of Indian Railways online ticket booking site www.irctc.co.in. Still nothing stops me in writing this blog post as I believe there is lot more can be done by Government to make the basic facility of online ticket booking experience better.

IRCTC and Customer (Citizen) Experience
IRCTC and Customer (Citizen) Experience

The fundamental issue to the problem is capacity (number of seats available in the trains) not able to meet the demand (millions of reservations). Unless the fundamental issue is solved by effective planning and execution by Indian Railways over long time, the frustration with online reservation portal www.irctc.co.in can never be resolved. But knowing the fact that in long term, we are all dead, what is it government can do in short term to alleviate the citizen’s concerns?

I have penned down few of those things here….

Facilitate offline booking in peak load without forcing people to stand in virtual queue

The site so far to my knowledge is not PCI complaint and this stops the website from storing customer credit card information. Making the site PCI complaint can facilitate customers to store their credit cards to do offline booking without users waiting for response in the virtual queue from payment gateway / booking engine in the web browser. The continues retries only make the situation worse.

All www.irctc.co.in has to do is to facilitate storing the customer ticket booking request (from date, to date, train selection, passenger details etc), do the booking offline with stored Credit Card info and send a confirmation mail after booking. This will improve the Customer Experience of people who are today subjected to hassle during peak loads (Tatkal, Festival Seasons, Vacations etc)

For TATKAL booking too people should be able to schedule an offline booking request and IRCTC can execute this in an efficient manner as per the sequence of registration of these requests in the back-end than spoiling the performance of the whole site and bringing down the UX.

Go for Elastic Cloud using Industry leading Platform As A Service (PaaS) vendors like Amazon

IRCTC should go for elastic cloud similar to one offered by AWS than trying to manage the whole IT infrastructure by itself. Here we are taking about Indian Railways train tickets where the demand is subjected to serious fluctuations due to multiple factors. There is no meaning in investing in hardware for peak load capacity (couple of hours) and pay for it 24 X 7. It makes sense to go with elastic cloud backed-up by vendor like Amazon who can scale to IRCTC’s needs on-demand basis and facilitate Pay-Per use model rather than a CAPEX / OPEX intensive model of maintain all hardware / software infrastructure by themselves.

Hook the web reservation system directly to PRS

Scrap the one more additional layer of database at IRCTC and hook the web-channel directly to PRS (Passenger Reservation System – The backbone of Railways ticket booking). By hooking directly to PRS the unnecessary overheads / bottlenecks on IRCTC can be avoided as the PRS is proven to scale for millions of transactions. I know this means a lot in terms of modifying the existing PRS but that is what Government have to do if you intend to create a true Citizen Experience.

Government to scrap the monopoly of http://www.irctc.co.in

Scrap the monopoly of IRCTC and facilitate vendors like makemytrip / flipkart / Cleartrip etc to invest and hook directly to PRS than going via the intermediary IRCTC. I believe the monopoly is one of the root causes if all these issues and this will put an end to it.

IRCTC, Please focus only on train ticket booking

IRCTC has to keep the focus on one and only in train ticket booking as there is lot more to do. Just be in the business of web booking for train tickets and not to waste their investments and engineering resources in trying to become an ecommerce vendor / web marketing channel. There are 100s of people there does that. Invest your precious resources in train ticket booking only…….

For all those the above makes sense spread the news :)

Venkatesan Sundaram
Senior Director, CRMIT

Originally Published on Venky’s Blog