2. Categories of CRM Applications
• A set of applications that employ a common
architecture, with a common database
Integrated Application
Suite
Interfaced Application
Bundle
• A set of solutions from different vendors
that need to be interfaced together
Interfaced Best of Breed
Solutions
• Chosen from a cluster of Applications
Best of Cluster
• Interfaced applications with more than one
Tech architecture and database
3. CRM Applications
Key Requirements
• Business Intelligence & Analytics
• Unified Channel of Customer Interaction
• Web based functionality
• Centralized Repository for Customer Knowledge
• Integrated Workflow
• Integration with ERP solutions ( if deployed)
8. CRM Applications
Hospitality Industry: Service Offerings
Core Benefits
• The basic
product
expected – food,
shelter etc.
Hygiene factors
• Minimum
acceptable levels
of service
attributes
expected. Ac/
Cleanliness ,
Comfortable bed
etc.
Satisfiers
• Attributes that
differentiate the
hotel from its
competitors
9. CRM Applications
Hospitality Industry –Key Success Factors
Repeat Purchases based on Customer experience
Brand equity & Positioning a result of Customer experience.
Customer Satisfiers create value for the customers & give a
unique Competitive advantage.
10. Hospitality Industry & CRM Applications
Characteristics & Requirements- Perishability
• Need to exhaust inventories
• Limited role of Pricing &
Promotions
• Loyalty & Relationships a key
factor in optimizing yields &
occupancy
• CRM also needs to take care of
customers during peak period
of congestion
11. Hospitality Industry & CRM Applications
Characteristics & Requirements- Inseparability
• Hotel stay is primarily an
experience
• Consumption & Production
occur simultaneously
• Important to manage the
“Moments of Truth”
12. Hospitality Industry & CRM Applications
Characteristics & Requirements- Variability
• Dimension 1 – the extent to which
production standards vary from a
norm in terms of outcomes &
production norms
• Dimension 2 – The extent to which
a service can be deliberately
varied to meet the specific needs
of individual customers.
• Extensive & Intensive Training,
high morale a key requirement to
ensure successful service delivery .
13. Hospitality Industry & CRM Applications
Principles
• Effective Marketing Promises
• Create an environment for
effective Service delivery
• Deliver on Marketing promise
by exceeding expectations
14. Hospitality Industry & CRM Solutions
Action Points
• Employee engagement- all employees are engaged in initiating & building
relationships
• All employees are motivated towards single vision of the organisation
• Leverage database to create value for customers through customization
• Ensure consistency in service offering as well as service delivery .
• Differentiate & recognize the difference between Promotions & Loyalty.
• Understanding the Customer’s perspective and deploy systems to deliver
accordingly.
• Develop a sense of reliability about the hotel & the brand through
consistency. This in turn will generate trust & sustain the relationship
• Ensure & deliver complete & accurate information
• Reward loyal customers
15. Hospitality Industry & CRM Solutions
Strategies & Best Practices
• Hotels maintain a Guest Profile
• Guest Feedback forms
• Interaction between employees & Guests, Especially deployed Guest Relations
executives .
• Human Resources – Hire people with temperament and attitude , extensive
training and development . Employee empowerment .
• Constant interaction between guests and client organisation to understand
customer needs better.
• Warranties & Guarantees
• Guest Loyalty programmes
• Service Recovery – Process of recovering from a failure at a moment of truth
and rebuilding relationships.
18. Banking Industry
Service Offerings
Core Benefits
• Safety,
transactions,
Interest
Hygiene factors
• Min. acceptable
levels of service
attributes
expected. ATMs,
branches,
availability etc
Satisfiers
• Any time
anywhere
service,
personalized
offers, lower
charges.
19. CRM Applications
Banking Industry –Key Success Factors
• Customer Retention & value augmentation
• Communication
• Cross selling & Upselling Opportunities
• Market Segmentation
• Product innovation
• Service on demand
• Process & Cost efficiencies
20. Banking Industry
Key Industry Features
Multiple products (Deposits, Credit cards, Insurance, Investments
and Securities)
Multiple Channels of Distribution (Call center, Branch, Online and
Kiosk)
Multiple Customer groups (Consumer, SME, and Corporate)
High Security & Regulatory Requirements
Multiple Departments servicing the same customer
High acquisition cost
Extremely Competitive
21. Banking Industry
Features & CRM
Multiple Products
• One single Repository of
Customer data across
different Products.
• Identify potential
customers through
analytics for suitable
product offers
• Identify Cross selling &
Upselling Opportunities
• Consistent One view of the
Customer across the
Products & Functions
Multiple Channels
• Deploy appropriate
Channels for Customer
Contact (Branches/ ATMs/
Online etc.)
• Ensure Channel
availability as per
Customer requirements
(Weekend Banking, online
etc.)
• Enable consistent
Customer experience
across Channels
Multiple Customer
groups
• Customer Segmentation a
Key Requirements
• Differentiated levels of
Customer Service
• Identify Relevant Cross Sell
& Upsell Opportunities in
different Customer
Segments
22. Banking Industry & CRM Applications
Opportunity Areas
Campaign Management
Augmented Team Productivity
Seamless Customer
Communication
Customer Profiling
Customer Data Warehouse
Marketing Knowledge Bank
360 degree Customer View across
Relationships
Lead Generation & Opportunity
Management
Contact Centre Management
Streamline Processes & reduce
inefficiencies
Enhanced Customer access (Web,
mobile etc.)
SFA
Customised Products & Offers
Analytics
26. Banking Industry & CRM Applications
Challenges
• Security & Compliance
• Integration with the existing tech stack
• Employee buy-in and Training
• De Personalization of Customer relationships
27. CRM Applications
The Telecom Industry - Characteristics
Multiple products (Voice , Data ,
SMS)
Multiple channels of distribution
(Call center, Shop, Online)
Multiple customer groups
(Consumer, SME, and Corporate)
High Security & Regulatory
Requirements
Lower ARPU & Profit margins
Extremely Competitive
Very large Market size & healthy
growth
Perishability
Users with different service &
technology levels (2G/3G/4G )
Rapidly evolving Technology
Real Time Billing
Service delivery a key factor
Price sensitive
Low exit barriers
28. Telecom Industry
Service Offerings
Core Benefits
• Connectivity
Hygiene factors
• Network
availability ,
seamless
connections
,Billing
Satisfiers
• Value added
services, bundled
offers ,
Competitive
Pricing
29. Telecom Industry
Key Success Factors
Seamless Connectivity
Competitive Tariffs
Cross selling & Upselling
Segmented Offerings
Product innovation
Service on demand
Churn Management
30. CRM Applications & The Telecom Industry
Opportunity Areas
• Connectivity
• Usage tracking & proactive Churn
prevention
• Campaign Management
• Billing integration
• Augmented Team Productivity
• Process streamlining
• Seamless Customer
Communication
• Customer Profiling &
segmentation
• Customer Data Warehouse
• Marketing Knowledge Bank
• Enhanced Customer access (Web,
mobile etc.)
• SFA
• Custom Product innovations &
Promotions
• Service Management
• Analytics
31. CRM Applications & Telecom
Market &
Consumer
• Data warehouse
offering single
view of the
customer.
• Segment
customers basis
Technology &
usage
• Deliver
differentiated
Pricing and
service strategies
for different
customers
• Enable analytics
Perishability
• Maximize
consumption in
the shortest
possible period
• Optimise service
delivery for the
Moments of Truth
• Promotions to
maximize
consumption
Service
Delivery
• Seamless Network
availability
• Identification of
Network dark
areas
• Demand planning
& Up-gradation
as required
• Fault tracking &
Service recovery
Competition,
Pricing &
Churn
• Competitive
Tariffs
• Billing
Transparency
• Network
availability
• Market move-
Pre to Post paid.
• Product
innovation & VAS
32. CRM Applications in Telecom
Strategies & Practices
• Data Warehousing &
Consolidation
• Segmentation
• Mass Customisation
• Product & Service
Innovations
• Payments
• Relationship & Account
Managers
• Omni Channel approach
• Cross selling & Upselling
efforts
• Promotions & Discounts
• Churn management
• Network augmentation
• Service automation
33. CRM Applications in Telecom
Challenges
Low Tariffs
High Churn
Legacy Data
High Costs
35. CRM Applications
Manufacturing- Industry Features
Creation & Delivery
of Physical Goods
High degree of
dependency of 3rd
Party suppliers &
sellers
Longer sales cycles
for High Value
goods
Pre & Post purchase
Service
requirements
37. Manufacturing & CRM
• Customer communication
• Customer Collaboration
• Personalisation & Mass Customisation
• Process efficiencies in conjunction with ERP systems
Creation & Delivery of
Physical Goods
• Dealers -Order Placement & Management , Account &
Finance management, Analytics & History, Information &
product updates
• Suppliers -Production Plans ,Purchase orders ,Account &
Finance management, Inventory Control ,Information &
product updates
Partner Management
• Pre Sales : Information, Promotions , Customisation Opp
• Sales : Purchase finance, Fulfillment
• Post Sales : Service requests, Updates, Referrals, Upgrades ,
Cross sell
After Sales & Service
38. Manufacturing & CRM
Benefits
Accurate Demand Forecasting
Improved Product Quality
Intelligent Supply Chain
Enrichment of Customer Relationships
More Business Won
39. CRM
CEC 4
Choose an Industry – Banking, Telecom , Hospitality
and evaluate a CRM application against its
requirements
15 min Group Presentation on 15th Oct