Customer Relationship Management

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India's Healthcare Sector: Will Challenges Become Opportunities?

India's Healthcare industry continues to surprise us. Popular estimates suggest the market value of this industry will be US$ 280 billion by 2020. GDP may be growing at 7-8% but this sector is projected to grow at a CAGR of 17% between 2008-2020. Healthcare sector growth trend in India This growth ...

Your Personal Information is the New Currency

Couple of months ago I stirred the hornet's nest by saying the industry has put paid to paid software and promptly received a lot of feedback challenging my premise and questioning if this trend will keep the industry profitable. Between then and now a number of developments have reinforced my conjecture; Microsoft will ...

Intelligent CRM to Drive Customer Loyalty

Majority of the enterprises today have a customer relationship management (CRM) solution in place. However, the challenge for them now is how to intelligently process the data and extract what they are looking for. According to research firm Ovum, real-time decisioning and predictive sensing capabilities will generate relevant and personalized ...

Improving Customer Experience with Intelligence

Customer experience management (CEM) solutions provider Talisma Corporation, serves a variety of industries. Raj Mruthyunjayappa, Managing Director, EMEA and APAC for Talisma Corporation in an interaction with Ashwani Mishra, Executive Editor, DynamicCIO.comshares his views on the challenges that enterprises face on the CRM front, launch of Talisma's intelligent CRM and the ...

Enterprises Creating Value with Social Business

Social media is slowly and steadily becoming a critical part of strategy for many organizations globally. A study from MIT Sloan Management Review and Deloitte titled "Social Business Global Executive Study and Research Project," finds that social business has moved from an easily dismissed fad to a valued business discipline. The study finds that ...

The Digirati Are Coming

With the advent of the Internet two decades back euphoria around internet based business models exploded upon all of us. Predictions like "if you are not on the web, you will be dead or if you don't have an internet strategy, you don't have a business strategy" shook up everyone ...

Understanding the Digital Customer Experience

Research and advisory firm Altimeter released an excellent report on the subject: Digital Transformation - Why and How Companies are Investing in New Business Models to Lead Digital Customer Experiences. Rather than look at the enterprise-wide impact of digitization, the report analyzed how companies tackle their digital transformation through a more focused lens: the ...

Why Brands Need a Chief Digital Officer

The need for enterprises to have a Chief Digital Officer (CDO), who many analysts now hail as the leader to help navigate successfully through the current era of digital disruption, is growing in importance.A recent report from Constellation Research (The Case for the Chief Digital Officer) says that companies need a CDO ...

Social Media Trends Shaping 2014: INFOGRAPHIC

The evolution of social media platforms continues to attract marketers. The above infographic from Media Mosaic examines seven strategies that enterprise users can embrace to optimize their company profiles on social media. It highlights areas that can be optimized for maximum conversion like social listening social advertising, data based marketing, marketing tools, ...

CIO Drives Customer Loyalty Agenda at TPG Wholesale

One of the most fundamental rules marketers are taught is that the cost of retaining an old customer is cheaper than acquiring a new one. Therefore, it should come as no surprise how precious the pie of retained customers is for organizations, and the emphasis they lay on growing this ...

If You Do This, Your Emails Might Be Rude

When we walk up to introduce ourselves to strangers, we intuitively follow basic cultural rules of politeness. Don't launch into a monologue about yourself. Don't look over their shoulder to see if someone more important is nearby. Don't invade personal space, or you'll be branded as a close talker. On email, ...

Learning from E-Commerce Firms to Improve Customer Service

"Customer focus and quality service is a top priority for our business." This has been the perennial cry from CXOs around the globe. You too would have said this line several times.However, how often do we hear or observe senior management respond personally to customer issues and grievances? How ...

A Good Case of How Not to Use Your Data

Last week, I wrote a post titled Big Data Starts with Data Management. In that post, I wrote:     Starting with data management will help mitigate these risks since a good data management approach allows organizations to keep data quality in mind from the beginning of a big data project. Data management is ...

The role of IT and the CIO in Marketing

Isaac Sacolick recently wrote a post titled Dear CIO, Here's How To Help the CMO with Marketing Automation where he talked about the need for CIO's and CMO's to work closely together for marketing automation projects. In that post, he wrote: " ...fully achieving "marketing automation" is no where as easy as SalesForce, ...

Meet IT's New Boss: Customers

A couple of months back, DynamicCIO.com in its CIO priorities for 2014 survey had revealed  that improving customer service will be one of the most important focus areas for CIOs in India this year.A recent report released by IBM titled "Moving from the Back Office to the Front Lines - ...