Microsoft dynamics CRM - Best way to easily connect with your customers. In this presentation CRM developer explain top three modules and its basic overview.
CRM is commonly described from a narrow technological perspective. CRM needs to be defined more broadly as a strategic approach that uses customer insight to create customer value and shareholder value. Slide 2: The CRM Strategy Framework identifies five cross functional processes that can be used to assess key tasks in using CRM effectively. Slide 3: For each of the five CRM cross functional processes there are two key questions that need to be addressed for CRM strategy to achieve its potential. The article provides an overview of the five processes. A later book provides an more extensive discussion of the five processes together with a detailed discussion relating to CRM implementation.
What is CRM? Why CRM is needed?
Technology Consideration of CRM, Steps Before Implementing CRM,Stages of Technology Implementation, Customer Intelligence, Customer Life Cycle Management, E-CRM, Frame Work of E-CRM, SIX “Es” IN E-CRM, E-CRM Architecture
CRM is a competitive strategy and process of acquiring, reacting and partnering with selective customers to create superior value for the company and the customer.
The CRM@Oracle series highlights Oracle's internal implementation of Oracle CRM products such as Siebel CRM, Oracle CRM On Demand and Oracle Mobile Sales Assistant. This presentation discusses Oracle's implementation of Oracle Business Intelligence (OBIEE) for Siebel CRM and related information.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
Identity access and privacy in the new hybrid enterprise slidesCA API Management
Identity, Access & Privacy in the New Hybrid Enterprise featuring Forrester Research, Inc.
Make sense of OAuth, OpenID Connect and UMA
Overview
In the new hybrid enterprise, organizations need to manage business functions that flow across their domain boundaries in all directions: partners accessing internal applications; employees using mobile devices; internal developers mashing up Cloud services; internal business owners working with third-party app developers.
Integration increasingly happens via APIs and native apps, not browsers. Zero Trust is the new starting point for security and access control and it demands Internet scale and technical simplicity – requirements the go-to Web services solutions of the past decade, like SAML and WS-Trust, struggle to solve.
This webinar from Layer 7 Technologies, featuring special guest Eve Maler of Forrester Research, Inc., will:
• Discuss emerging trends for access control inside the enterprise
• Provide a blueprint for understanding adoption considerations
You Will Learn
• Why access control is evolving to support mobile, Cloud and API-based interactions
• How the new standards (OAuth, OpenID Connect and UMA) compare to technologies like SAML
• How to implement OAuth and OpenID Connect, based on case study examples
• Futures around UMA and enterprise-scale API access
Presented by
• Scott Morrison
CTO, Layer 7 Technologies
• Eve Maler
Principle Analyst, Forrester Research, Inc.
Microsoft dynamics CRM - Best way to easily connect with your customers. In this presentation CRM developer explain top three modules and its basic overview.
CRM is commonly described from a narrow technological perspective. CRM needs to be defined more broadly as a strategic approach that uses customer insight to create customer value and shareholder value. Slide 2: The CRM Strategy Framework identifies five cross functional processes that can be used to assess key tasks in using CRM effectively. Slide 3: For each of the five CRM cross functional processes there are two key questions that need to be addressed for CRM strategy to achieve its potential. The article provides an overview of the five processes. A later book provides an more extensive discussion of the five processes together with a detailed discussion relating to CRM implementation.
What is CRM? Why CRM is needed?
Technology Consideration of CRM, Steps Before Implementing CRM,Stages of Technology Implementation, Customer Intelligence, Customer Life Cycle Management, E-CRM, Frame Work of E-CRM, SIX “Es” IN E-CRM, E-CRM Architecture
CRM is a competitive strategy and process of acquiring, reacting and partnering with selective customers to create superior value for the company and the customer.
The CRM@Oracle series highlights Oracle's internal implementation of Oracle CRM products such as Siebel CRM, Oracle CRM On Demand and Oracle Mobile Sales Assistant. This presentation discusses Oracle's implementation of Oracle Business Intelligence (OBIEE) for Siebel CRM and related information.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
Identity access and privacy in the new hybrid enterprise slidesCA API Management
Identity, Access & Privacy in the New Hybrid Enterprise featuring Forrester Research, Inc.
Make sense of OAuth, OpenID Connect and UMA
Overview
In the new hybrid enterprise, organizations need to manage business functions that flow across their domain boundaries in all directions: partners accessing internal applications; employees using mobile devices; internal developers mashing up Cloud services; internal business owners working with third-party app developers.
Integration increasingly happens via APIs and native apps, not browsers. Zero Trust is the new starting point for security and access control and it demands Internet scale and technical simplicity – requirements the go-to Web services solutions of the past decade, like SAML and WS-Trust, struggle to solve.
This webinar from Layer 7 Technologies, featuring special guest Eve Maler of Forrester Research, Inc., will:
• Discuss emerging trends for access control inside the enterprise
• Provide a blueprint for understanding adoption considerations
You Will Learn
• Why access control is evolving to support mobile, Cloud and API-based interactions
• How the new standards (OAuth, OpenID Connect and UMA) compare to technologies like SAML
• How to implement OAuth and OpenID Connect, based on case study examples
• Futures around UMA and enterprise-scale API access
Presented by
• Scott Morrison
CTO, Layer 7 Technologies
• Eve Maler
Principle Analyst, Forrester Research, Inc.
Dreamforce'12 - Automate Business Processes with Force.comMudit Agarwal
Force.com is a powerful platform, and at VMWare we are always looking for new ways leverage the power of the platform. Over time we’ve developed several custom applications on Force.com to automate our business processes and meet our unique business requirements. In this session, we will discuss two such custom applications that we built to solve critical business process automation needs. For each application, we’ll review the use case, benefits and the specific Force.com technologies used to develop the solution.
Best practices vendor support services partner presentation for panel discussion with Chairs of the TSIA Support Services Partner - Community of Interest (COI). Presented by Andreas Gast - COI Chair, and Vice Chairs from Autodesk, CA, and Cisco
The C-level executives are puzzled rightfully, why CDI projects are so complex, time consuming and too expensive when the subject matter is simply the "CUSTOMER" data. Achieving nirvana for a robust CDI solution is far fetched given the maturity level at present of CDI/MDM technologies. It is in this context that this paper makes an attempt to provide a direction with golden rules [Best Practices], distilled with years of experience to smoothen any CDI implementation.
Objectives:
1) Discuss the challenges associated with customer data management
2) Present the Best Practices in managing the customer data
3) Discuss the importance of Data Quality and Data Governance
For white paper which has more detailed information of this presentation, please send an email. Email address is listed in the last slide of this presentation.
Neck Down Designing: using service design & bodystorming to move from EH to A...Izac Ross
Slide deck from Liz Burow & Izac Ross's workshop at Lean UX NYC, April 13, 2013
In our knowledge-based economy, creating a good product isn’t the whole picture anymore. People expect great service. But what does that look like? What does it feel like? To create a dynamic and memorable service, businesses recognize the power of creating seamless experiences, rich with activities, environments, interactions, objects
and users, from first encounter to lasting impression. The design profession is responding by finding new ways to overlap disciplines to build rich moments and interactions that
in the end create emotive, authentic service experiences. The process of discovering, designing and weaving these touch points together is the core work and deliverable of service designers.
In this interactive workshop, you will learn through ‘neckdown’ activities that will focus on using your body to enact what a service experience feels like and how to make it better. Emphasis will be placed on understanding the perform-ability of a service and not just it’s usability.
What We’ll Do Together:
You will be introduced to ‘service design’ methodologies and ‘body storming’ tools and will apply techniques through play, acting out the traits of the end-user by showing, not
telling. Emphasis will be on trying to better understand how an end-user’s motivations, behaviors, beliefs and limitations can effect and direct a great service experience.
The workshop will introduce personas and hypothetical scenarios as a jump-start to the body-storming activities. You will test your skills in collaborative groups and
learn how to act out existing service experiences and improve upon them through additional skits.
What you will learn:
• Get more comfortable with ‘neck down’ thinking (using your body to test and learn)
• A new technique to better empathize with the tangibles and intangibles of an end-user experience
• Learn how to apply body storming to UX practices
• Learn iterative methods to enact service experiences
• Understand the key components to how services are composed.
"Intuit Transforms HR," introduced by Dave Duffield and presented by Jennifer Hall, VP of HR with Intuit, provider of Quicken, TurboTax, QuickBooks, and online banking services. In this session, Jennifer Hall will share details of Intuit's HR transformation.
La collaboration est absolument essentielle pour optimiser la productivité et la
performance financière dans le contexte des marchés ultra-concurrentiels
d'aujourd'hui. Communiquer plus facilement avec ses clients, ses fournisseurs et
ses employés permet aux entreprises de tirer parti des capacités jusque-là
inexploitées pour relever les défis actuels et repérer de nouvelles opportunités. Les
réseaux d'entreprises ont ouvert la porte à cette nouvelle façon de collaborer et
peut-être l'élément qui différencie la concurrence moderne de la concurrence du
passé. Apprenez comment Ariba, principal réseau mondial de commerce
interentreprises, aide les entreprises à mieux acheter, à vendre plus rapidement et
utiliser la facturation électronique et la gestion dynamique de l'escompte afin de
mieux gérer leurs paiements et leurs créances de manière plus stratégique.
Alex Saric, EMEA Marketing Director – Ariba
2013 Ariba Commerce Summit Paris
Positioning Yourself to Win in The Networked EconomySAP Ariba
Die Zusammenarbeit mit Geschäftspartnern ist heute wichtiger denn je, um die
Produktivität in einem hart umkämpften Wettbewerbsfeld zu steigern. Die offene
Kommunikation mit Kunden, Lieferanten und Mitarbeitern erlaubt es, bisher ungenutzte
Potenziale zu nutzen und Herausforderungen schneller und effektiver zu bewältigen.
Handelsnetzwerke haben die Tür für diese neue Dimension der Zusammenarbeit weit
geöffnet und sind ein wichtiger Technologiebaustein, um im heutigen
Wettbewerbsumfeld zu bestehen. Erfahren Sie in diesem Vortrag von Ariba, dem
Anbieter des führenden Handelsnetzwerk weltweit, wie wir das Kaufen, Verkaufen,
Bezahlen und die Verwaltung Ihres Working Capitals noch einfacher machen.
Alex Saric, EMEA Marketing Director – Ariba Deutschland GmbH
2013 Ariba Commerce Summit Frankfurt
Session Abstract:
Agile framework is based on iterative development, where requirements and solutions evolve through collaboration between self-organizing cross-functional teams. It’s a set of values and principles that help teams respond to unpredictability through incremental, iterative work cadences and continuous feedback.
Scrum is the most popular methodology under the Agile umbrella. Scrum emphasizes empirical feedback, team self-management, and striving to build shippable product increments within short iterations.
Kanban is another popular flavor of Agile that focuses on visualizing and managing the flow of work, in order to balance demand with available capacity and remove bottlenecks.
Learning Objectives:
> Gain a broad understanding of the Agile framework
> Discover Scrum and Kanban, the two most widely used Agile methodologies, and see how they can be used in construction industry
> Find out how Scrum and Kanban can be combined to have the best of both worlds (Scrumban)
An Introduction to Big Data, Hadoop architecture, HDFS and MapReduce. Some concepts are explained through animation which is best viewed by downloading and opening in PowerPoint.
Writing good user stories is an art and is essential for successful Scrum. In this presentation I talk about what user stories are, what makes them great, how to write them and how not to.
Some concepts are explained through animation which is best viewed by downloading and opening in PowerPoint.
My idea of a new kind of reminder tool that shows reminders in a much less intrusive way and is intelligent enough not to disturb you when you are busy with tasks more important than the one it wants to remind you about.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
2. What is CRM
Architecture of a CRM solution
Main areas of CRM solution
Each area:
- Pain Points
- CRM Solution
- Workflow
Different flavors of CRM
CRM Resources
Q&A
3. Customer Relationship Management
(CRM) is a business strategy to acquire
and manage the most valuable customer
relationships. CRM requires a customer-
centric business philosophy and culture to
support effective marketing, sales and
service processes. CRM applications can
enable effective customer relationship
management, provided that an enterprise
has the right leadership, strategy and
culture.
4. CRM is not just a technological solution. It
is a basic business strategy and a cultural
change for any organization.
CRM is not embodied in Software but in
attitude. The desire to please the customer
has to be inherent in people first.
5. Customer
Supplier
Contact
Contact
Your Business
Customer
Supplier
Contact Contact
Contact Contact
A Perfect World
6. Employee
Member
Kishore
Noida
Retail ATS Enterprises
Competitor Member
Customer EGL Golf Club
Customer Consumers
Headquarters
Member
Intex Customer and
Customer
Supplier Sansui
Employee
$ Spouse
Mehta Associates Your Business Customer
Shyam Deepa
Subsidiary Buying Group
Son Son
Supplier
Supplier Rahul
Office Planet
Staples
3Com
Aston
A Real World: Trading Community
7. Attract Inform Customize
Analyze Transact
Interact Service Deliver
8. Marketing
Sales
Sales Configuration
Sales Pipeline
Service
Support Incidents
Knowledge Base
Partner
Analytics
11. Approach 2:
Application
Meta Data Enterprise
Data
Utility app.
to change
Meta-data
12. Approach 3:
Application Meta Enterprise
Data Data
Production System
13. Approach 4:
Application Meta-Meta Meta Enterprise
Data Data Data
Customization System Production System
14. Approach 5:
Meta Enterprise
Data Data
Production System
Application Business
Logic
Meta-Meta Meta
Data Data
Customization System
15. Thick client is Thin client can be
installed locally. browser based.
Thick client normally In thin client,
includes/supports a business logic can be
visual workflow tool written as App Server
for business logic. Rules in scripts.
Thick client is more Thin client can be
suitable for accessing used on handheld
customization devices.
system.
16. More suitable when More suitable when
users are local and users are distributed
stationary. and mobile.
Networking, security, These things are taken
maintenance etc. are care of by CRM
company’s provider.
responsibility. Provides limited
Provides greater customization,
flexibility and however the scenario
customization. is changing now.
17. Initial costs are high, Just a monthly
including Hardware, subscription, can be
system-setup and expanded
training. incrementally as per
Suitable for bigger need.
companies with Suitable for small and
complex processes. mid-sized businesses.
A Third Option
18.
19. Multiple customer definitions across the
enterprise
No support for mixed business models (B2B
& B2C & B2B2C)
Inability to understand relationships
between customers and others (suppliers,
partners, competitors, employees)
Inability to track current and historical
information about the customer
Lack of effective Management Tools
21. Open “New Employee” form
and fill the details
System checks for
Duplicate records Save Record
Is duplicate?
Yes
No
System displays a
Warning message
Yes
Add employee?
No Record is saved
23. If company is a supplier / partner,
add supplier / partner details
Open “New Company” form
and fill the details
Choose Company
Type / Group
Enter
Add contacts that are Enter new Enter new Add new
new
Linked to the Opportunities Orders Alerts
Activities
company
Enter referral / lead
source
Enter product interest Save Record
type
24. Open “New Contact” form
and fill the details
Enter ‘Reports to’
Information
Enter
Enter new Add new
new
Contact’s Opportunities Alerts
Activities
No address same as Company Yes
address?
Type contact’s System
Address and automatically
phone details fills the details
Save Record
Enter preferred
communication method
27. Inability to document ROI
Inability to target the right customer at the
right time
Inability to execute across multiple
channels
Inability to manage campaigns in real time
28. Check Notify Check
Entered in Territory Sales Call
CRM database Rep. Status
Website
Internal Process Remind
Sales Rep.
Trade show
Call Prospect No Call Alert
Customer / Prospect Sales Mgr.
Day 1 Day 3 Day 30
Referral
Thank You 2nd Auto 3rd Auto
Email Email Email
Repeat Customer
31. Lack of visibility to accurate/current
pipeline
Inability to create national/global forecasts
Inability to manage opportunities across
channels
Inability to view information from across the
enterprise
32. Take Leads obtained
by Marketing
campaigns
Ship Order Generate
Invoice
Contact Leads and understand
their requirements Insufficient
inventory
Configure sales Confirm order
package and present fulfillment
Quote Check Wait for
Inventory Inventory
Customer places order
Take
Feedback
Check credit
Credit
approved
Contact
Credit not customer
approved
35. Service Organization perceived as a cost of
doing business.
Customers can’t opt for self-service
Lack of consistency and capability among
channels
Inability to leverage internal knowledge
sources
Inability to view/act on the entire customer
relationship
36. Track
Contractual
New Support
Limit
Contract
Work on Incident
Non-
(Complete Support Steps)
Register Billable billable
Hours Hours
Refer to
Entitlement Continue Knowledge
valid work on Base
Entitlement Incident
not valid Escalate Send
Incident Email
Purchase Create Resolve Incident
Support Support
Contract Contract
Close
Incident
Not willing to Cancel
purchase contract Incident
38. Company CRM Features Company Strengths Cost
Maximiser Sales, Marketing, Customer •Pre-built Industry-specific Solutions Starting at
Service & Support, Outlook •Web-base Access to Data $599 for a 5
Suited For: Small,Integration, Business •Completely integrated sales and support User Pack
Mid-size Intelligence, Wireless Access, management solution
Companies Partner Management •Low Cost On-premise CRM for small and
medium business
Salesforce.com Sales force Automation, •Sales force automation Starting at $65
Marketing Automation, •Ease of use per user per
Suited For: Small,Document Management, •Intuitive interfaces month
Mid-size, Large Contract Management, •Established status
Companies Customer Service & Support, •Flexible customization
Analytics, Mobile CRM, •Integration and extensibility
AppExchange
Microsoft Opportunity management, •Highly customizable CRM application / N/A
Sales process management, platform
Suited For: Small,Quotes, Order management, •Familiar Microsoft Outlook-like user interface
Mid-size, Large Sales force management, •Robust reporting engine for sharing between
Companies Email / Direct Marketing, users in a variety of formats, including Excel,
Case / Service management, HTML, PDF, XML and CSV.
Email Response engagement, •Attractive pricing model for small and medium
E-mail management, business
Searchable knowledge base,
Marketing campaign
management
39. Company CRM Features Company Strengths Cost
Onyx Marketing Automation, Sales •Core competency lies in automating multiple N/A
Force Automation, Service / areas like sales, marketing and service
Suited For: Support Management, •Known for ease of use and great customer
Mid-size, Large Contact Center, Partner service
Companies Relationship Management, •Initial focus was in the SMB space but now
Customer Performance also serving many large enterprises
Management, Customer •Provides industry-specific solutions for a
Process Management number of industries
Aplicor Sales Force Automation, •Focused on serving mid-market and large Starting at $89
Marketing Management, organizations per user per
Suited For: Customer Service, Project •Offers complete suite of CRM solutions month
Mid-size, Large Office, Offline Edition, including sales, marketing, and service
Companies Reporting & Analysis •Specializes in providing hosted CRM service
•Named CRM Product of the year by
Technology Marketing Corporation (TMC) and
Customer Inter@action Solutions® magazine
Pivotal Sales, Marketing, Service, •Focused on serving mid-enterprise CRM N/A
Partner Management, Market
Suited For: Analytics, Mobile CRM •Core competency lies in automating multiple
Mid-size, Large areas like sales, marketing and service
Companies •Public Company - Safe Buy
•Provides industry-specific solutions for a
number of industries
40. Customer Relationship Management by Kristin Anderson
and Carol Kerr (McGraw-Hill, ISBN 0-07-137954-1)
Marketing Straight to the Heart by Barry Feig (Amacom,
ISBN 0-8144-0355-7)
Handbook of CRM by Adrian Payne (Elsevier, ISBN 10:
07506-66437-1)
http://whitepapers.techrepublic.com (CRM Basics)
http://whitepapers.zdnet.com (CRM Basics)
http://www.crmblogger.com (some interesting blogs on CRM)
http://www.freecrm.com (a free hosted CRM service)
http://www.comparecrm.com (comparison of different CRM
products)
Today we are here to learn about CRM. We will look at what CRM actually is, what are the main areas it is divided into, we will break down each of the pieces of CRM to let you have an understanding of what you should be thinking about when you are thinking CRM.
The agenda today will take us through a number of areas: We will start by taking a quick look at what CRM is. We will take a look at a complete CRM process. Then we will break CRM down into its pieces and parts and look at each piece and how it fits into an overall CRM strategy. We will finish with a few resources where you can get additional information on the subject.
Customer relationship management (CRM) moves a company from a product-centric focus to a customer-centric focus. CRM is a business strategy that aims to understand, anticipate, and manage the needs of an organization’s most important asset, its customers. CRM is software coupled with traditional marketing, sales, and support methods that are used to retain and improve customer loyalty. The goal is to build a focused relationship with each customer based on their unique needs and a company’s ability to satisfy those needs while improving customer satisfaction levels.
This is not a chart of accounts, this is not a payroll run. This is about customers, and in so, it affects every aspect of the business culture. The big question often asked is "What's the secret to doing CRM right?" It boils down to one thing: Leadership. The Big Boss sets the example, defines the culture, and gives countless clues about what's important, and what isn't. CRM may currently be viewed as a "nice to have" strategy or, worse, just another automation project for the IT department. But the tide of global competition is coming in, industry by industry, all around the world. These days, competitive products and pricing is almost a given. As a mathematics professors would say, it's a "necessary but not sufficient condition" for business survival. So if you think CRM is just some management fad or the latest trick of enterprise software vendors, think again. This shift from scarce products to scarce customers means that, sooner or later, CRM will be a necessity. True leaders won't wait to act until the competitive waters are neck deep.
These days, competitive products and pricing is almost a given. As a mathematics professors would say, it's a "necessary but not sufficient condition" for business survival. So how do you differentiate yourself from competitors? CRM is the way. The shift from scarce products to scarce customers means that, sooner or later, CRM will be a necessity. In a hypothetical perfect world, you have no competitor and there is a one-to-one relationship between you and your suppliers, customers etc. Your suppliers sell only to you and your customers buy only from you. Moreover, they don’t know each other.
But in real world, thing are a lot more complicated. Your customers have many options apart from you. Sometimes your supplier and customer is the same firm, i.e. you sell something to him and buy something else from him. Like in this example: Your Business has a subsidiary called Aston Sansui is your Customer that sell to final consumers Shyam is an employee with Sansui. Shyam is also your customer. He is married to Deepa and they have a son Rahul. Intex is your Customer and Supplier. Intex Headquarters is Noida, and sell your products to Retail. Intex have the same Legal Firm Mehta Associates as your subsidiary Astom. Isn’t that interesting? You buy Office Supplies from Office Planet, a Buying Group. Office Planet buys from 3Com and Staples. ATS is your competitor. Sansui buys also from ATS. Shyam is a member of EGL Golf Club. Kishore, an employee with your competitor plays golf at EGL with Shyam, the employee of your customer Sansui. They also play with a customer of Sansui. Isn’t that interesting ?
Purpose of the slide is to drive home business processes. This is a full customer lifecycle. Start with attract, work clockwise around cycle. Key message is that this is how companies do business. They attract customers, sell to customers, service customers and decide which customers to keep.
What is your business model? Is your staff local and stationary, or distributed and mobile, or some combination? Do you have a staff that needs to trade large chunks of data with each other on a regular basis? Can you use off-the-shelf functionality or do you need specific customization? Do you have back office systems that need to be integrated with new front office functionality? Do you have a cutting-edge IT staff? Can they handle more workload or do you need to add more people if you buy a CRM package? Is the staff open to change? Do you have access to training? What is your budget? These are but a few of the questions you need to answer before deciding on a CRM solution for your company.
Initial costs are lower for a hosted system but ROI analysis show that the costs start to equalize between the two systems during the third year of service and then favor the non-hosted system thereafter. More recently, a new option, host-to-buy, has been presented by some vendors, such as Microsoft, with its CRM offering. In this scenario, at some point in the future, the customer moves from a subscription service to an in-house configuration, with some or all of the fees paid for the hosted solution being applied towards an in-house licensing agreement.
What is a customer? - An entity that you do business with (Pretty Standard definition) - An entity that you may do business with (A prospect is just a customer who hasn’t bought yet) - An entity using your products (Customers who buy from other sources) Remember that the first word in CRM is Customer
Of the pain points that exist, the first is most important. ROI is a challenge that Marketing professionals face daily. ROI needs to be proved to multiple levels of an organization. from Finance to Sales to the Executive board. Also we need the ability to get the right customer at the right time with the right message.
Campaign Management Campaign management track, manages, and monitors all marketing efforts for direct mail, telemarketing, print publications, customer service, point of sale, email, and the Web. It allows businesses to easily set up and manage multi-channel campaigns, while providing real time ROI and performance reports to pinpoint problems or spot new opportunities. For example, Campaign Management methodologies can track the effectiveness of an email campaign by seeing how many emails were sent, how many were read, and then provide metrics that can help guide future efforts. Marketing Automation Marketing automation allows a company to monitor overall company performance of marketing programs and activities. It focuses on the definition, scheduling, and tracking of all marketing activities, and provides analytics and reporting on Web campaigns. It includes the identification of target markets, advertising delivery, budget definition, results analysis, and other related activities. Specific tasks tackled by marketing automation programs include: Lead Management, Campaign Management, Data Mining, and Intelligent Marketing Assistance, and more.
Why do people look at SFA? It comes down to a fundamental lack of actionable information. If you look at the pain points, they all revolve around information.
Lead Management Managing leads effectively and optimizing lead flow across sales and marketing are critical to sales success. With Lead Management, companies can track prospect inquiries and route qualified leads to the right people so sales reps get instant access to the latest prospects and leads are never dropped or lost. Opportunity Management Helps close deals faster by providing a single place for updating deal information, tracking opportunity milestones, and recording all opportunity-related interactions, making it easier for managers to monitor sales pipelines. Order Management Order Management enables companies to streamline and automate the entire sales order management process, from order promising and order capture to transportation and shipment.
Ask your customers how they are positioning service as a strategic competitive advantage. In today’s world of product homogenization, you need to stand out. Service is the way to do it. Service can impact customer loyalty. Service can drive product innovation.
Knowledge Management Knowledge management is a business process that leverages a firm’s intellectual assets. It enables customer service and help desk organizations to access and deliver answers via phone, email, or the Web. It manages an organization’s knowledge base of customer data so information is easily available to phone agents. Contract Management Contract Management solutions help ease contract creation and the negotiation process by providing a comprehensive library of templates containing standard pre-approved clauses and business terms, such as product, pricing, and benefit information that can be accessed quickly. Contract Management provides a complete process for presenting contract versions online or offline to external parties, capturing the ongoing dialog, tracking modifications, and comparing language across contract iterations. In general, a Contract Management solution will provide directory services, contract information, transaction information and compliance workflows.