This Presentation Gives a Brief About Customer Relationship Management Of Tata Consultancy Services.

1. CRM AT “TATA CONSULTANCY SERVICES”
PRESENTED BY: MR. AASMAN ACHARYA

2. WHAT IS CRM??
 Customer relationship management (CRM) entails all aspects of interaction that a company has with its customers,
whether it is sales or service-related. While the phrase customer relationship management is most commonly used
to describe a business-customer relationship (B2C), CRM systems are also used to manage business to business to
business (B2B) relationships. Information tracked in a CRM system includes contacts, clients, contract wins and
sales leads and more.
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3. CRM OF “TCS”
 Modern CRM solutions can capture and analyze detailed buyer patterns and motivations and provide answers to
the following:
• Which of your products have the most growth potential?
• Which customers have the highest value and how do you attract and retain them?
 Your customers’ lifetime behavior needs to inform product development and personalized marketing and sales
strategies. In addition to gaining in-depth insights into customer needs and wants, modern CRM solutions are the
backbone to fostering an engaging relationship with your customers and increasing brand loyalty.
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4. CRM OF “TCS”
 TCS is uniquely positioned to support sophisticated CRM strategies, offering complete services from advisory and
strategy consulting to IT landscape and process optimization and on to implementation and support.
 Our solutions include cloud, mobile, social media, master data management and real-time analytics services and
components. We continually enhance our CRM solutions and services through our partnerships with leading
product vendors, including Oracle, SAP, Salesforce.com & Microsoft.
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5. ORACLE SOLUTIONS
 Oracle CRM: Delivers a combination of transactional, analytical and engagement features to manage all customer-facing
operations. Our solutions are built on Oracle CX Suite of Apps.
 Airline Customer Experience (CX) Solution on Oracle: This Oracle based solution builds on the extensive capabilities
of the Oracle CX suite of applications to empower airlines to transform customer engagements.
 Citizen Services Solution: The TCS Citizen Services solution, delivered on Oracle Service Cloud, provides an integrated
and effective framework for offering multi-channel citizen service accessibility. Through this solution, we help
governments modernize services, enable new engagement channels, and empower employees to realize improved
efficiencies.
 Retail Customer Experience (CX) Management: Establishes a one-stop-shop to effectively manage shopping
experiences across multiple touch-points: online, mobile, in-store (point of sale), call center and social media.
 Warranty Management: Provides vital inputs to drive product and service quality management, as well as transactional
execution and continuous process improvement—and manage the complete warranty lifecycle across the entire service
chain.
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6. SAP SOLUTIONS
 SAP CRM: TCS’ strategic partnership and co-innovation with SAP spans go-to-market initiatives in multiple
CRM areas and includes solutions for field service, channel inventory, marketing and social CRM.
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7. SALESFORCE.COM SOLUTIONS
 Salesforce.com: TCS’ comprehensive Salesforce.com suite covers the entire spectrum from strategy formulation
to solution implementation and maintenance support for Sales Cloud, Service Cloud, Marketing Cloud, Chatter
and Force platform.
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8. MICROSOFT SOLUTIONS
 Microsoft Dynamics: Our expertise on Microsoft Dynamics AX, NAV and CRM, coupled with our in-depth
industry knowledge, instills a sense of certainty in our clients.
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9. TCS HELPS US WITH THE FOLLOWING:
 Re-design your CRM processes and landscapes drawing from our profound CRM consulting expertise,
collaboration with leading universities and research within our dedicated Centers of Excellence and Innovation
labs.
 Transform your legacy systems and disparate processes to deploy modern CRM technologies that enable customer
data transparency and unified interactions across multiple business units and diverse functional systems.
 Deliver personalized offers, develop products specific to customer desires and reduce time-to-market.
 Optimize content and service delivery for the mobile and social customer to enable a seamless experience and
engagement across multiple channels.
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