This document discusses key factors to consider when selecting an IT application for a Frequent Flyer Program (FFP). It outlines the functionality that an ideal FFP application should provide, such as member management, partner management, program management, and communication capabilities. The document compares the benefits of a tailor-made solution developed in-house versus a ready-made solution from a vendor. It also examines the tradeoffs between licensing a solution versus using application services provided by a vendor. The goal is to help loyalty program managers identify an IT solution that best fits their strategically designed FFP scheme and supports it now and in the future.
This document provides an overview of the Magic Quadrant for Customer Communications Management Software published by Gartner in January 2017. It evaluates 15 featured CCM providers, assessing their strengths and capabilities. The market for CCM tools is evolving from static printed outputs to dynamic on-demand communications across multiple channels. Application leaders should use this report to help assess the best CCM solution for their organization.
PRM software is a purpose built application focused on channel management, while CRM software is mostly designed for managing end customer relationships.
Salesforce.com was founded in 1999 by Marc Benioff as a revolutionary cloud-based customer relationship management (CRM) platform, targeting small and medium-sized businesses that were non-customers of traditional on-premise CRM solutions due to high costs and complexity. By offering an on-demand subscription model, Salesforce.com lowered costs and installation times while reducing risks compared to traditional on-premise CRM implementations. This allowed Salesforce.com to create a new market space and sustain leadership for over a decade, despite competition from traditional vendors offering hybrid solutions and new entrants copying Salesforce.com's model, by continuously innovating and re-integrating its platform.
This document analyzes Salesforce.com's strategy in the cloud CRM industry. It finds that the industry is in the growth stage, and that Salesforce.com's main goals are to maintain high revenue growth through increasing market share, new product launches, and building its brand. The main challenges are reaching new customers, generating more revenue from existing customers, expanding offerings and operations abroad, and eliminating competition from startups. The analysis recommends intensifying Salesforce.com's differentiation strategy through new applications, subsidiaries, partnerships, and customer support.
Soffront CRM offers a highly configurable and low cost CRM package for mid-size businesses. It provides all the key sales, marketing, and customer service functionality needed in a flexible way. The unique architecture and design of Soffront CRM allows customers to generate custom code based on their specifications, enabling quick and inexpensive changes to the system to meet evolving business needs without requiring extensive programming. This flexibility is designed to provide mid-size businesses with a CRM solution that can easily adapt to their fast-paced, changing environments at a lower total cost of ownership than other options.
When the Best-In-Class and your SIMMETHOD C-Level indices are moving in opposite directions your ability to compete weakens in proportion to your widening gap to the Best-In-Class
SugarCRM is rethinking how technology can help companies manage customer relationships. Sugar, the market leading commercial open source CRM application, delivers a feature-rich set of business processes that enhance marketing effectiveness, drive sales performance, improve customer satisfaction and provide executive insight into business performance. Supported by deep collaboration and administration capabilities that adapt to how your company operates, Sugar is delighting customers of all sizes across a broad range of industries.
The document discusses Salesforce.com, the leading provider of customer relationship management (CRM) software delivered as a service. It provides information on Salesforce's history and success, how it overcome key challenges of competitors and expansion, and how features like the App Exchange allow third-party developers to create add-ons for its platform. The document also outlines some of the advantages and disadvantages of Salesforce's software-as-a-service model compared to traditional on-premise CRM software.
This document provides an overview of the Magic Quadrant for Customer Communications Management Software published by Gartner in January 2017. It evaluates 15 featured CCM providers, assessing their strengths and capabilities. The market for CCM tools is evolving from static printed outputs to dynamic on-demand communications across multiple channels. Application leaders should use this report to help assess the best CCM solution for their organization.
PRM software is a purpose built application focused on channel management, while CRM software is mostly designed for managing end customer relationships.
Salesforce.com was founded in 1999 by Marc Benioff as a revolutionary cloud-based customer relationship management (CRM) platform, targeting small and medium-sized businesses that were non-customers of traditional on-premise CRM solutions due to high costs and complexity. By offering an on-demand subscription model, Salesforce.com lowered costs and installation times while reducing risks compared to traditional on-premise CRM implementations. This allowed Salesforce.com to create a new market space and sustain leadership for over a decade, despite competition from traditional vendors offering hybrid solutions and new entrants copying Salesforce.com's model, by continuously innovating and re-integrating its platform.
This document analyzes Salesforce.com's strategy in the cloud CRM industry. It finds that the industry is in the growth stage, and that Salesforce.com's main goals are to maintain high revenue growth through increasing market share, new product launches, and building its brand. The main challenges are reaching new customers, generating more revenue from existing customers, expanding offerings and operations abroad, and eliminating competition from startups. The analysis recommends intensifying Salesforce.com's differentiation strategy through new applications, subsidiaries, partnerships, and customer support.
Soffront CRM offers a highly configurable and low cost CRM package for mid-size businesses. It provides all the key sales, marketing, and customer service functionality needed in a flexible way. The unique architecture and design of Soffront CRM allows customers to generate custom code based on their specifications, enabling quick and inexpensive changes to the system to meet evolving business needs without requiring extensive programming. This flexibility is designed to provide mid-size businesses with a CRM solution that can easily adapt to their fast-paced, changing environments at a lower total cost of ownership than other options.
When the Best-In-Class and your SIMMETHOD C-Level indices are moving in opposite directions your ability to compete weakens in proportion to your widening gap to the Best-In-Class
SugarCRM is rethinking how technology can help companies manage customer relationships. Sugar, the market leading commercial open source CRM application, delivers a feature-rich set of business processes that enhance marketing effectiveness, drive sales performance, improve customer satisfaction and provide executive insight into business performance. Supported by deep collaboration and administration capabilities that adapt to how your company operates, Sugar is delighting customers of all sizes across a broad range of industries.
The document discusses Salesforce.com, the leading provider of customer relationship management (CRM) software delivered as a service. It provides information on Salesforce's history and success, how it overcome key challenges of competitors and expansion, and how features like the App Exchange allow third-party developers to create add-ons for its platform. The document also outlines some of the advantages and disadvantages of Salesforce's software-as-a-service model compared to traditional on-premise CRM software.
Technosoft (SEA) Pte Ltd provides next-generation, integrated Automotive Industry Solutions to help our customers develop 360-degree view of their business.
Salesforce.com was the first company to offer customer relationship management (CRM) software on-demand, in contrast to traditional CRM vendors who offered on-premise software. This allowed Salesforce.com to target non-customers of traditional CRM like small businesses by offering lower upfront costs and easier implementation. Through strategic moves like building out the Force.com platform and AppExchange in the 2000s and social networking tool Chatter, Salesforce.com sustained its market leadership over traditional vendors and new entrants for over a decade.
Digitalizing the Automotive Customer Relationship – Changing Dynamics in Cus...Jong-Seo Thomas Kim
IBP Insight:
Digitalizing the Automotive Customer Relationship – Changing Dynamics in Customer Communication
Im Bord Display wird dem Fahrer des Wagens eine Nachricht angezeigt:
„Sehr geehrter Herr Müller, die Wettervorhersagen für die nächste Woche sagen Frost an. Wir empfehlen den Wechsel auf Winterreifen. Ihr Autohändler Schmidt bietet Ihnen das Reifenwechsel-Komplettpaket für 60 Euro inkl. Auto-Wintercheck an. Bestätigen Sie diese Nachricht mit „OK“, um direkt telefonisch mit dem Autohändler zur Terminvereinbarung verbunden zu werden.“
Das Beispiel zeigt: Die digitalisierte Welt und Big Data eröffnen den Automobilherstellern und ihren Händlern eine Vielzahl neuer Möglichkeiten, um in einem kontinuierlichen Dialog mit ihren Kunden zu treten. Datenquellen wie das Connected Car oder Webportale zur Verwaltung des eigenen Fahrzeugs ermöglichen es, dem Kunden zielgerichtete Angebote zu machen. Traditionell war das Kundenbeziehungsmanagement fest bei den Autohändlern verankert. Hersteller waren zwar unterstützend durch Kommunikationsvorlagen oder die Analyse von Kundendaten involviert, sie hatten allerdings wenig Transparenz hinsichtlich der konkreten Kundeninteraktion. Die Kommunikation war weitestgehend standardisiert und ausgelegt für eine große Masse an Kunden auf festgelegten Zeitpunkten.
Neue Datenquellen wie Connected Car, Webportalen oder Social Media werden weitestgehend zentral von den Herstellern verwaltet. Um deren volles Potenzial nutzen zu können, müssen sie mit den Kundendaten beim Händler verknüpft werden. Nur so ist eine gezielte und maßgeschneiderte Kontaktaufnahme möglich.
Dabei gilt es jedoch, Herausforderungen zu überwinden. Automobilhersteller und Händler müssen enger zusammenarbeiten, um die Kundeninformationen an zentraler Stelle zu sammeln, sie zu analysieren und so eine ganzheitliche Kundenkommunikation zu schaffen. Zudem müssen auch die Kunden einen klaren Mehrwert in der Kommunikation sehen, um ihr Einverständnis für die Nutzung und Verknüpfung ihrer persönlichen Daten zu einem 360-Grad-Kundenprofil zu geben.
Die Experten der Unternehmensberatung Iskander Business Partner besitzen jahrelange Expertise im Bereich Customer Relationship Management (CRM) und haben die Chancen und Risiken eines digitalen Kundenbeziehungsmanagements im Automobilbereich analysiert. Wie werden Hersteller und Händler in der Zukunft mit den Kunden in Kontakt treten? Welche Voraussetzungen müssen erfüllt werden? Und wie müssen Hersteller und Händler zusammenarbeiten?
The document discusses how cloud computing and digital networks can drive business model innovation. It introduces a cloud enablement framework that categorizes companies based on how their use of cloud impacts value propositions and value chains. Companies are classified as optimizers, innovators, or disruptors. Optimizers use cloud to incrementally enhance customer value, innovators significantly increase customer value through new revenue streams, and disruptors invent new value propositions by creating customer needs they were unaware of. Examples of each category are provided.
Stanford Case Study - Salesforce.com TransformationSteve Greene
This document summarizes the development challenges facing Salesforce.com in 2006. Steve Greene and Chris Fry proposed a new agile development process to address slowing release cycles and morale issues. However, their VP Harris mandated implementing the new process company-wide instead of starting with a pilot. The existing "waterfall" process was no longer working as revenues grew over 80% annually but releases slowed to once per year. Salesforce.com aimed to maintain innovation as it grew from a disruptive startup into a larger company serving a growing market for cloud-based enterprise software.
Airtel implemented an Oracle CRM system to centralize its customer relationship management processes across India. This was done to improve customer service and retention as the company was facing issues with a decentralized, manual system. The implementation involved restructuring processes, integrating different systems, overcoming technical challenges, and training employees. Since rolling out CRM, Airtel has seen benefits like increased first contact resolution, customized offers, and a consistent customer experience nationwide. It aims to further enhance CRM through e-commerce initiatives and analytics to maximize customer lifetime value.
The document introduces Integrate Affiliate Pro, a private label affiliate marketing platform. It was designed based on feedback from existing clients to improve upon other software solutions. Integrate Affiliate Pro provides fraud prevention, access to vetted partners, training resources, and the ability to run campaigns using different payment models like CPA, CPL, CPIC, and LT. It aims to offer more flexibility, accountability, and scalability than other affiliate platforms.
Sewells, in conjunction with the University of Melbourne, are pleased to offer the Automotive Dealer Management (ADM) Program. This is a high level business management program aimed at developing future dealership leaders.
CRM++ Computer Telephony Integration for Oracle Cloud Solution CRMIT
CRM++ Computer Telephony Integration framework offers a direct access to extended telephony functions that enable a comprehensive call center or contact center solution. Based on a Telephony Application Programming Interface (TAPI) framework the CTI directly integrates various telephony solutions with Oracle RightNow Cloud Service Platform
CRM++ CTI framework provides unifying access to contact center functionalities including both Inbound (screen pop-up) and Click-to-Dial (outbound integration) functions. Inbound integration enables display relevant information about the caller (360° customer view) to the agent as they answer the phone - name, address, outstanding orders or cases. The Click-to-Dial (outbound call) feature helps one-click phone calling functions, capture the call notes, resolution type and call reasons with built-in Call Wrap Up feature.
As part of our mission to help companies make the best software selection decisions. The goal was to answer some of the critical questions that companies should ask themselves before embarking on this business task.
Application for Car Manufactring Dealer Management SystemMike Taylor
Application for Car Manufactring Dealer Management System with CRM and POS with Point Of Sales integration. A web based desktop application with CRM for dealer management
This document discusses Vodafone's customer relationship management (CRM) strategies and implementation in India. It begins with an introduction to Vodafone as a company and its operations in India. It then outlines Gartner's eight building blocks for CRM and how Vodafone addresses each block, including having a vision of customers for life, strategies to provide valued customer experiences, collaborative efforts across departments, CRM processes and technologies, and metrics to measure performance. The document also covers benefits of CRM for Vodafone and issues faced in implementing a CRM program in India.
CRM soft wares comparisons and recommendationEvelyne Otto
The document discusses key criteria for evaluating Customer Relationship Management (CRM) systems, including Salesforce and Microsoft Dynamics. It analyzes both platforms across dimensions such as scalability, ease of use, deployment options, available features, integration capabilities, flexibility, reporting, costs and developer strength. While Salesforce has a larger app ecosystem and mobile offerings, Microsoft provides better integration and lower costs. Overall, the best CRM solution will depend on a company's unique needs and growth projections.
Interested in Joining the Microsoft SPLA Program?
Join up with Newlease
Attached is some information on what is involved. Contact me direct if you want to dicsuss this in person
The document discusses InDemand Infotech, a software services firm focusing on customer relationship management (CRM) and business intelligence (BI) solutions. It provides an agenda for their discussion covering an overview of InDemand, their strengths and service offerings, transportation and logistics, CRM in logistics, how to choose the right CRM, why InDemand, and success stories. The document also discusses InDemand's leadership team, core strengths, and partnerships with Oracle and Microsoft.
Generate 25% more conversions with Configure Price Quote Solutions
CRM++ Quote Management is a SaaS based application that acts as a one stop shop to seamlessly generate a quote to any opportunity. It gives an organization the ability to quickly create Price Quotes and link those Quotes to Accounts, Contacts, or Opportunities. These Price Quotes are intended to allow sales representatives to easily and efficiently provide customers with Quick Quotes for pricing and availability
Airtel developed a customer relationship model based on its global CRM project experiences. The model shows that strengthening customer relationships through relationship-building tactics leads to strong customer loyalty, profitability, and retention over time. Airtel measures these relationship-building tactics and outcomes continuously to ensure its business case requirements are achieved.
The next generation mobile enterprise opportunity involves the extension of a company’s
core data and applications to mobile executives, sales personnel and field technicians via
Internet-enabled smart phones, laptops, and PDAs. High levels of business interest in a
wide range of mobile data solutions, coupled with advancements in network technologies,
have cultivated the development of wireless enterprise applications and created a
multifaceted assortment of players, service concepts, and business models.
Technosoft (SEA) Pte Ltd provides next-generation, integrated Automotive Industry Solutions to help our customers develop 360-degree view of their business.
Salesforce.com was the first company to offer customer relationship management (CRM) software on-demand, in contrast to traditional CRM vendors who offered on-premise software. This allowed Salesforce.com to target non-customers of traditional CRM like small businesses by offering lower upfront costs and easier implementation. Through strategic moves like building out the Force.com platform and AppExchange in the 2000s and social networking tool Chatter, Salesforce.com sustained its market leadership over traditional vendors and new entrants for over a decade.
Digitalizing the Automotive Customer Relationship – Changing Dynamics in Cus...Jong-Seo Thomas Kim
IBP Insight:
Digitalizing the Automotive Customer Relationship – Changing Dynamics in Customer Communication
Im Bord Display wird dem Fahrer des Wagens eine Nachricht angezeigt:
„Sehr geehrter Herr Müller, die Wettervorhersagen für die nächste Woche sagen Frost an. Wir empfehlen den Wechsel auf Winterreifen. Ihr Autohändler Schmidt bietet Ihnen das Reifenwechsel-Komplettpaket für 60 Euro inkl. Auto-Wintercheck an. Bestätigen Sie diese Nachricht mit „OK“, um direkt telefonisch mit dem Autohändler zur Terminvereinbarung verbunden zu werden.“
Das Beispiel zeigt: Die digitalisierte Welt und Big Data eröffnen den Automobilherstellern und ihren Händlern eine Vielzahl neuer Möglichkeiten, um in einem kontinuierlichen Dialog mit ihren Kunden zu treten. Datenquellen wie das Connected Car oder Webportale zur Verwaltung des eigenen Fahrzeugs ermöglichen es, dem Kunden zielgerichtete Angebote zu machen. Traditionell war das Kundenbeziehungsmanagement fest bei den Autohändlern verankert. Hersteller waren zwar unterstützend durch Kommunikationsvorlagen oder die Analyse von Kundendaten involviert, sie hatten allerdings wenig Transparenz hinsichtlich der konkreten Kundeninteraktion. Die Kommunikation war weitestgehend standardisiert und ausgelegt für eine große Masse an Kunden auf festgelegten Zeitpunkten.
Neue Datenquellen wie Connected Car, Webportalen oder Social Media werden weitestgehend zentral von den Herstellern verwaltet. Um deren volles Potenzial nutzen zu können, müssen sie mit den Kundendaten beim Händler verknüpft werden. Nur so ist eine gezielte und maßgeschneiderte Kontaktaufnahme möglich.
Dabei gilt es jedoch, Herausforderungen zu überwinden. Automobilhersteller und Händler müssen enger zusammenarbeiten, um die Kundeninformationen an zentraler Stelle zu sammeln, sie zu analysieren und so eine ganzheitliche Kundenkommunikation zu schaffen. Zudem müssen auch die Kunden einen klaren Mehrwert in der Kommunikation sehen, um ihr Einverständnis für die Nutzung und Verknüpfung ihrer persönlichen Daten zu einem 360-Grad-Kundenprofil zu geben.
Die Experten der Unternehmensberatung Iskander Business Partner besitzen jahrelange Expertise im Bereich Customer Relationship Management (CRM) und haben die Chancen und Risiken eines digitalen Kundenbeziehungsmanagements im Automobilbereich analysiert. Wie werden Hersteller und Händler in der Zukunft mit den Kunden in Kontakt treten? Welche Voraussetzungen müssen erfüllt werden? Und wie müssen Hersteller und Händler zusammenarbeiten?
The document discusses how cloud computing and digital networks can drive business model innovation. It introduces a cloud enablement framework that categorizes companies based on how their use of cloud impacts value propositions and value chains. Companies are classified as optimizers, innovators, or disruptors. Optimizers use cloud to incrementally enhance customer value, innovators significantly increase customer value through new revenue streams, and disruptors invent new value propositions by creating customer needs they were unaware of. Examples of each category are provided.
Stanford Case Study - Salesforce.com TransformationSteve Greene
This document summarizes the development challenges facing Salesforce.com in 2006. Steve Greene and Chris Fry proposed a new agile development process to address slowing release cycles and morale issues. However, their VP Harris mandated implementing the new process company-wide instead of starting with a pilot. The existing "waterfall" process was no longer working as revenues grew over 80% annually but releases slowed to once per year. Salesforce.com aimed to maintain innovation as it grew from a disruptive startup into a larger company serving a growing market for cloud-based enterprise software.
Airtel implemented an Oracle CRM system to centralize its customer relationship management processes across India. This was done to improve customer service and retention as the company was facing issues with a decentralized, manual system. The implementation involved restructuring processes, integrating different systems, overcoming technical challenges, and training employees. Since rolling out CRM, Airtel has seen benefits like increased first contact resolution, customized offers, and a consistent customer experience nationwide. It aims to further enhance CRM through e-commerce initiatives and analytics to maximize customer lifetime value.
The document introduces Integrate Affiliate Pro, a private label affiliate marketing platform. It was designed based on feedback from existing clients to improve upon other software solutions. Integrate Affiliate Pro provides fraud prevention, access to vetted partners, training resources, and the ability to run campaigns using different payment models like CPA, CPL, CPIC, and LT. It aims to offer more flexibility, accountability, and scalability than other affiliate platforms.
Sewells, in conjunction with the University of Melbourne, are pleased to offer the Automotive Dealer Management (ADM) Program. This is a high level business management program aimed at developing future dealership leaders.
CRM++ Computer Telephony Integration for Oracle Cloud Solution CRMIT
CRM++ Computer Telephony Integration framework offers a direct access to extended telephony functions that enable a comprehensive call center or contact center solution. Based on a Telephony Application Programming Interface (TAPI) framework the CTI directly integrates various telephony solutions with Oracle RightNow Cloud Service Platform
CRM++ CTI framework provides unifying access to contact center functionalities including both Inbound (screen pop-up) and Click-to-Dial (outbound integration) functions. Inbound integration enables display relevant information about the caller (360° customer view) to the agent as they answer the phone - name, address, outstanding orders or cases. The Click-to-Dial (outbound call) feature helps one-click phone calling functions, capture the call notes, resolution type and call reasons with built-in Call Wrap Up feature.
As part of our mission to help companies make the best software selection decisions. The goal was to answer some of the critical questions that companies should ask themselves before embarking on this business task.
Application for Car Manufactring Dealer Management SystemMike Taylor
Application for Car Manufactring Dealer Management System with CRM and POS with Point Of Sales integration. A web based desktop application with CRM for dealer management
This document discusses Vodafone's customer relationship management (CRM) strategies and implementation in India. It begins with an introduction to Vodafone as a company and its operations in India. It then outlines Gartner's eight building blocks for CRM and how Vodafone addresses each block, including having a vision of customers for life, strategies to provide valued customer experiences, collaborative efforts across departments, CRM processes and technologies, and metrics to measure performance. The document also covers benefits of CRM for Vodafone and issues faced in implementing a CRM program in India.
CRM soft wares comparisons and recommendationEvelyne Otto
The document discusses key criteria for evaluating Customer Relationship Management (CRM) systems, including Salesforce and Microsoft Dynamics. It analyzes both platforms across dimensions such as scalability, ease of use, deployment options, available features, integration capabilities, flexibility, reporting, costs and developer strength. While Salesforce has a larger app ecosystem and mobile offerings, Microsoft provides better integration and lower costs. Overall, the best CRM solution will depend on a company's unique needs and growth projections.
Interested in Joining the Microsoft SPLA Program?
Join up with Newlease
Attached is some information on what is involved. Contact me direct if you want to dicsuss this in person
The document discusses InDemand Infotech, a software services firm focusing on customer relationship management (CRM) and business intelligence (BI) solutions. It provides an agenda for their discussion covering an overview of InDemand, their strengths and service offerings, transportation and logistics, CRM in logistics, how to choose the right CRM, why InDemand, and success stories. The document also discusses InDemand's leadership team, core strengths, and partnerships with Oracle and Microsoft.
Generate 25% more conversions with Configure Price Quote Solutions
CRM++ Quote Management is a SaaS based application that acts as a one stop shop to seamlessly generate a quote to any opportunity. It gives an organization the ability to quickly create Price Quotes and link those Quotes to Accounts, Contacts, or Opportunities. These Price Quotes are intended to allow sales representatives to easily and efficiently provide customers with Quick Quotes for pricing and availability
Airtel developed a customer relationship model based on its global CRM project experiences. The model shows that strengthening customer relationships through relationship-building tactics leads to strong customer loyalty, profitability, and retention over time. Airtel measures these relationship-building tactics and outcomes continuously to ensure its business case requirements are achieved.
The next generation mobile enterprise opportunity involves the extension of a company’s
core data and applications to mobile executives, sales personnel and field technicians via
Internet-enabled smart phones, laptops, and PDAs. High levels of business interest in a
wide range of mobile data solutions, coupled with advancements in network technologies,
have cultivated the development of wireless enterprise applications and created a
multifaceted assortment of players, service concepts, and business models.
The AMS/GSS Health & Dental Insurance Plan provides coverage for emergency medical treatment while traveling outside of the province of residence. It covers up to $5,000,000 per incident as well as evacuation and repatriation. The plan covers 120 days of travel per trip as well as academic exchanges and internships. However, it does not cover travel to home countries for international students or travel after age 65. Certain types of non-essential or dangerous travel also require additional insurance.
The document discusses the importance of customer relationship management (CRM) in the airline industry. It notes that global passenger traffic is expected to significantly increase in the coming years. CRM for airlines aims to acquire new customers, grow existing customer base, and retain most valuable customers. Common obstacles to implementing CRM include lack of buy-in, data silos, and inability to reach all customer touchpoints. Effective CRM requires integrating customer data from various sources to develop a unified customer view and optimize customer acquisition, development, and retention.
Customer Relationship Management (CRM) is important for airlines to manage detailed customer information and build loyalty. Key aspects of CRM in airlines include identifying various customer "touch points" from pre-airport to post-flight, analyzing customer data and behavior to segment customers, and implementing targeted campaigns. Effective CRM implementation can increase airline revenue significantly by retaining and engaging customers at each stage of their travel experience.
Customer relationship management of emiratesShubhRa Verma
Emirates airline has implemented a robust customer relationship management (CRM) strategy focused on its award-winning Skywards frequent flyer program and a Windows 8-based CRM application used by flight crews. The Skywards program has over 5.72 million members who can earn miles on flights and redeem miles for upgrades and other benefits. Emirates also uses the tablet-based CRM app to help flight crews better understand passenger preferences and provide personalized service. The app provides crew profiles and passenger information to allow crews to address customer needs. Emirates collects feedback through the app to continuously improve customer experience.
Finding the right Application for your Frequent Flyer Program - WhitepaperNIIT Technologies
With the changing dynamics of loyalty, it is very important that the IT application should be enhanced to support the Frequent Flyer Program (FFP) to accommodate the futuristic vision. This white paper intends to explore some key parameters for assessing an IT application deemed suitable for your Frequent Flyer Program scheme.
Partner marketing automation platforms have been around for some time now. In this article, we will talk about how you can drive partner performance around the world by leveraging your partner marketing automation platform.
Application portfolio management (APM) is a framework for managing an organization's software applications. APM provides visibility into all applications, their costs, usage, and business value. This allows managers to make informed decisions about which applications to keep, update, retire, or replace in order to optimize value. Key benefits of APM include cost savings, license optimization, and ensuring applications effectively support business needs. APM is implemented through inventorying all applications, collecting metrics on their performance, and regularly evaluating the portfolio to improve its content and capabilities over time.
A process for defining your digital approach to businessMark Albala
This material represents a templated approach specifically constructed to define your approach to digital commerce completed through one or more working sessions.
Partner Management studies have shown that to become a highly successful channel partner you need to focus on a few traits, which you need to adhere to.
Partner Portal Whitepaper throws the light on streamlining partner engagement with organizations through a dedicated partner portal and enhances the combined productivity.
1) The document discusses options for managing visual merchandising for Wipro Consumer Care, including having distributors, a manpower agency, or outsourcing to an end-to-end agency.
2) It recommends outsourcing to an end-to-end agency despite the higher costs, because the agency would take ownership and provide efficient operational support and real-time reporting.
3) Two agencies, MarginDize and VisuaLeverage, are considered based on costs, capabilities, experience and reporting. MarginDize is selected despite higher costs for some items, because it offers superior real-time reporting and data capture capabilities.
Associate sap crm consultant ashish resume (1)Ashish vishen
5+ years of experience in end to end implementation of ERP and SAP CRM with focus on Supply chain, Sales, Marketing, Service functions; Experience across implementation, support, enhancement and integration projects.
Good Knowledge of ERP Package - QAD (Distribution Module (Purchase, Sales & Inventory) & Finance (AP, AR & GL)
Strong Experience in handling Business customers.
Strong exposure with different client (China, Australia, Philippines, Thailand, Indonesia & New Zealand) across the FORD Motor Company.
Good working exposure with Requirement management, Feasibility analysis and Business Process Re-engineering
Proven ability to translate business objectives into clear functional and technical requirements.
Excellent communication and interpersonal skills.
Good experience with different SDLC methodologies -Agile, Scrum, Waterfall.
Experience with Project planning, Sprint planning, Sprint execution, and Project metrics management.
Hands-on experience in developing the following documents- BRD, FRD, As-Is and To-Be process document, Use case, Process flow diagram, Gap Analysis Document, Trace ability matrix, User Interface design, UAT cases, product manual preparation.
Managing a direct sales force is tough, let alone managing an indirect (channel) sales force. The concept of a channel has existed since the existence of fire, when one person bartered with another. While technology has evolved rapidly over the past few thousand years, for many companies the state of their channel maturity still resembles how the channel was managed in the Stone Age.
Partner relationship management is increasingly important in building, enabling, and collaborating with growing partner ecosystems. This article explains the benefits of Partner Relationship Management Solutions, how they work, and the six main takeaways.
Partner relationship management software can help companies reduce operating costs in several ways:
1) It can automate processes like partner recruitment, engagement, enablement and management to streamline activities and reduce manual work.
2) It provides tools to train and manage partners more effectively across different regions to replicate success.
3) By defining workflows and tracking activities, it brings visibility and management capabilities to the partner lifecycle to improve productivity.
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Finding the right application for your ffp
1. www.niit-tech.com
NIIT Technologies White Paper
Finding the right application for your
Frequent Flyer Program (FFP)
Finding the right application for your
Frequent Flyer Program (FFP)
Amogh Joshi &
Syed Masood
3. TRANSPORTATION
JOURNEYJOURNEY
TRANSPORTATION
TRANSPORTATION
TRANSPORTATION
TRAVEL
TRAVEL
TRAVEL
TRAVEL
TRAVEL
TOUR
GUIDE
GUIDE
GUIDE
CARGO
CARGOCARGO
CARGO CARGO
LOGISTICS
LOGISTICS
PACKAGING
This white paper intends to explore some key parametersfor
assessing an IT application deemed suitable for your FFP scheme.
The Functionality Report Card
An ideal IT solution should always be structured around clearly defined
business requirements. All business requirements should be prioritized
and have a defined weight. An exhaustive list of frequent flyer features
grouped into different functional categories can be helpful in identifying
the features you would like to include in FFP scheme.
The shortlisted functionalities can further be compared for efficacy
and availability, with different products.A FFP application should
have loosely coupled yet tightly integrated modules incorporating
the desired features.
Some of the important elements of an FFP application are below.
Member Management
The objective of loyalty is to understand guests and offer better
service leading to repeat business. Half the job is done if the
member information, as highlighted below, is managed well in
application.
i. Profile Details: A detailed profile is not only essential to
understand member preferences (including – Meal, Seat, Inflight,
lounge, Communication etc.), but also helpful to segment
customers based on personal, geographical and other attributes
captured in profile.
ii. Activity Details: A trail log of all member activities, including
accrual and redemption, with the sponsoring enterprise or
associated partners.
iii. Account Details: An account of all credits and debits of points
as a result of awards, purchase, redemption, expiry, donation or
other qualified activities.
Frequent Flyer Programs have become an obvious component of
the aviation business. The success of the loyalty initiative is based
on 3 key factors:
a. Well-crafted product to delight the customers
b. Intelligently designed Loyalty program to gratify customer
interaction
c. Formidable IT application to support the FFP scheme.
With the changing dynamics of loyalty, it is very important that the
IT application should be enhanced to support the FFP to
accommodate the futuristic vision.
3
Introduction
In today’s economic volatility the perception about loyalty program
has changed considerably from being luxury to necessity. In fact
95% of the British consumers believe that rewards make more
sense during economic down turns. The number of consumers
voluntarily joining one or the other program is at all-time high and
so is the number of operational Frequent Flyer Programs.
With changing dynamics of loyalty, it is very important that the IT
application used for supporting the FFP is implemented or
enhanced to accommodate the futuristic vision. This white paper
intends to highlight key parameters, based on which an IT
application can be assessed for efficacy and long term relevance.
The parameters, if observed carefully, can lead the loyalty
managers to an IT solution best suited for the strategically
designed FFP scheme.
US Canada
South America
Europe
Middle East
4. Partner Management
FFP has now become a profit center and the major source of
revenue is trading of miles with partners. Partners, in terms of
revenue, are now considered comparable to passengers and
therefore should be handled with the equivalent finesse. For
efficacy, following partner related features should be sought after
by loyalty managers:
i. Partner Profile: Ability to maintain profile details, including
partner category, contact details, geography and services.
ii. Partner Contract: Ability to record contract details and
automatically translate the inputs to operational business rules.
Contract details include – Open and end date, billing rates (with
cash and credit ceilings), settlement SLAs, Penalties and
applicable fees
iii. Partner Portal and other interfaces - Portal is much required
to empower partners to maintain their own profile and request
trades and offers in a self-service fashion. Ability to directly
interface with partner system brings desired ease to share
member and activity details.
Program Management
The other aspect of loyalty is to have a concept in place to
appreciate the customers and motivate them for their continued
patronage. Program, as the concept is known, is a framework
offering immediate gratification with each business transaction and
a promise to offer value which multiplies with every forthcoming
business transaction. It comprises of 4 key postulates – Objective,
Tier, Points, and Qualification. The needed features are:
i. Program Objective: Ability to design multiple programs based
on business objectives, timelines and enrollment conditions.
ii. Tiers: Ability to define multiple tiers linked with timelines (if
desired) and member activities.
iii. Points: Ability to define different point types (bonus,
redeemable, status etc.), set up point expiry and top up rates.
iv. Qualification: Ability to define rules for upgrade and
downgrade between tiers.
Communication and Campaign
Communication is another key factor in loyalty which ensures that
target customer understands the business proposition as much as
the enterprise understands the customer. It not only creates
4
IBE Loyalty Website Mobile Website Mobile Apps Social Media Management
Communication Management
FFP MIS / GUEST Insight
FFP / CRM / NPSD / IBE and Other Databases and Ware Houses
Customer
Service
Campaign
Management
Access
Management
Reservation
Ticketing
Check-in
Lounge
Access
Baggage
Control
Guest
Management
Partner
Management
Program
Management
awareness about the brand, offers and specialties but also the
customer informed and motivated. Following key features are
essential to manage communication well.
i. Target: Ability to create segments so as to target right audience
for the proposed communication
ii. Template: Flexibility to design templates according to segment,
mode of communication and event.
iii. Timing: Ability to schedule communication and control over
communication based on frequency or recensy rules.
iv. Track: Ability to track campaign response and evaluate success
or failure
Tailormade vs. Readymade
Solution
In a quest to retain frequent flyers the CRM systems evolved to
Frequent Flyer Loyalty Programs. These programs were
designed to give a sense of recognition to frequent flyers,
intending them to continue giving business and keep them out
of reach from competitors.
Airlines like American Airlines, Lufthansa, Air Canada, and Virgin
Atlantic are some of the airlines which developed an IT application
catering to the loyalty product they offered. Gradually a need in the
market was felt and GDS like Sabre and Amadeus developed the
FFP application to compete there airlines solution offerings.
As the loyalty programs were launched for retail, hotels, credit card
and other domains, the leading ERP/CRM solution providers like
SAP, Oracle Seibel etc. also enhanced their CRM solution to
accommodate the need of a Frequent Flyer program. However
these solutions failed to attract many customers in airline industry
due to lack in domain expertise and various integration functions a
FFP application requirefor covering all guest touch points.
5. Strategic Planning – Ancillary components do offer competitive
edge, however to maximize the benefits, timing and expertise are
critical. For best results, a strategic timeline forprioritized
introduction of ancillary components is advisable and the decision to
buy such components as part of full application or independent
components later on should be left to other listed guidelines.
Cost Benefits – Ancillaries packaged with a product are cost
effective as compared to unpacked independent components.
Hence, if the budget allows, it is better having all components as a
single wholesome product.Products are usually parceled with a
price which usually is not discounted, at least in terms of unwanted
features. So there is no point in losing, features while paying for the
complete product.
Licence vs. Service
According to McKinsey, the model of offering IT as a service (or
technically Software as Service) is perceived as a game winner
which has brought real benefits to business in a very cost effective
fashion. The service model has enabled enterprises to focus on
strategy and outsource the business IT to experts.
Licensing, which is often structured as Application Service Provider
(ASP) or locally hosted model, has its own advantage of autonomy,
authority and better alignment to business strategy. The following
table is intended to develop a contrast of such benefits so as to help
you reach at the right model for your FFP.
Over the time, IT vendors have come up with specialized designed
FFP application like CRIS by Emirates Group IT and Crane by HITIT
(taken over by Amadeus). These FFP applications have a clear
advantage over the general CRM and retail loyalty product.
Readymade loyalty applications are parceled with necessary core
components and good to have ancillary components. Loyalty
managers, in any case, cannot compromise with core which
constitutes the loyalty framework. Ancillary components, whichare
instrumental inoffering competitive buoyancy, can at times be
negotiated based on following maxim.
Type of Venture - For startup loyalty ventures it is beneficial to keep
it lean and take off with the essential core components.
Nevertheless, the good to have features can be added over the time
with yielded expertise.
5
GDS Companies
Loyalty Specialists
In House
Others
Ready Made
Tailormade
6. Factors like security of data, reliability, ease of operation, product fit
and strategic alignment are considered relatively influential than the
cost alone. However, considering the budgeted allocation, loyalty
managers should take care for minimization of costs without compro-
mising with strategic objectives. If the factors like functional fit,
security etc. are considered as constant, the cost can only be
optimized by careful evaluation and adoption of IT service model. The
matrix evaluates the ‘Cost Head’ associated with different model.
Conclusion:
6
A Loyalty scheme is as competent as the underlying IT application.
However, it is often complicated and a real daunting task to find the
right application for your loyalty strategy. To simplify the process of
sorting, it is required to have some benchmarks in place. A series of
case studies and extensive literature review finally lead to the much
needed list of criteria associated with following problem statements:
i. Functional Sorting
ii. Tailor-made or Readymade
iii. Licensed or Service
Though, none of the criteria individually answers the big question of
choice; yet an optimum combination of all leads to a reliable and
competitively advanced loyalty application.
COST HEAD SaaS LICENSE
Usage/Licensing Fees Locally Hosted ASP
Base Product Cost
Additional Component Cost
Branding Cost
Customization Cost
Principal Usage Fees (Fixed @ Contract )
Usage Charges (Variable @ Contract )
Support and Maintenance Cost
Periodic Base Charges
Billable Extra Charges (@ contract)
One time Maintenance Charge (% of license)
Annual Variable Fees (@ Contract)
Parameters License Software as Service
Startup Cost Huge set up cost
because of hefty licensing
fees, installation charges,
hardware and other
infrastructure cost.
Remarkably cost
effective because of
lesser contract fees and
relatively nominal
investment in hardware
or installations.
Customization/
Upgrade/
Maintenance
Licensee has to pay for
customization, planned
upgrades and
maintenance
As application is owned
and operated by vendor,
the onus of
customization, upgrade
and maintenance lies
with vendor only.
Ease of Operation Infrastructure and human
resource is required to
operate. Cost of operation
is fixed irrespective of the
size of member base or
transactions.
Operation is offered as a
service and the cost of
operation is usually
variable, depending on the
size of member base or
number of transactions.
Agility Strategically agile,
customization can be
called on by the licensee.
Strategically stiff and
licensee has to rely on the
offered services only
Infrastructure Set up Cost
Facility Setup Cost
Cost of Hardware
Cost of Software Licenses
Database Cost
Network / Bandwidth Cost
Hosting Fees
Resourcing Cost
Other Onetime costs
Periodic Reoccurring Cost
Professional Services Cost
Training Fees
Consultation Charges
Travel and Per-diem Cost
Other Professional Services Cost
7. Amogh Joshi
Amogh is a Business Solution Specialist with a decade of experience in enhancing,
designing and development of IT systems for loyalty programs. His passion is to provide
creative CRM strategy that positively impacts on customer service, cost reductions and
profit realization.
Tel +91 - 98447786364 amogh.joshi@niit-tech.com
Syed Masood
Syed is a Business Analyst with one of the largest IT service providers to Airlines. He has
been instrumental in implementing mission critical IT solutions for global airlines, and has
published several artifacts airline strategies and associated processes.
Tel +91 – 9582404557syed.masood@outlook.com
About the Author
D_48_091213
Write to us at marketing@niit-tech.com www.niit-tech.com
NIIT Technologies is a leading IT solutions organization, servicing customers in North America,
Europe, Asia and Australia. It offers services in Application Development and Maintenance,
Enterprise Solutions including Managed Services and Business Process Outsourcing to
organizations in the Financial Services, Travel & Transportation, Manufacturing/Distribution, and
Government sectors. With employees over 8,000 professionals, NIIT Technologies follows global
standards of software development processes.
Over the years the Company has forged extremely rewarding relationships with global majors, a
testimony to mutual commitment and its ability to retain marquee clients, drawing repeat
business from them. NIIT Technologies has been able to scale its interactions with marquee
clients in the BFSI sector, the Travel Transport & Logistics and Manufacturing & Distribution, into
extremely meaningful, multi-year "collaborations.
NIIT Technologies follows global standards of development, which include ISO 9001:2000
Certification, assessment at Level 5 for SEI-CMMi version 1.2 and ISO 27001 information
security management certification. Its data center operations are assessed at the international
ISO 20000 IT management standards.
About NIIT Technologies
NIIT Technologies Limited
2nd
Floor, 47 Mark Lane
London - EC3R 7QQ, U.K.
Ph: +44 20 70020700
Fax: +44 20 70020701
Europe
NIIT Technologies Pte. Limited
31 Kaki Bukit Road 3
#05-13 Techlink
Singapore 417818
Ph: +65 68488300
Fax: +65 68488322
Singapore
India
NIIT Technologies Inc.,
1050 Crown Pointe Parkway
5th
Floor, Atlanta, GA 30338, USA
Ph: +1 770 551 9494
Toll Free: +1 888 454 NIIT
Fax: +1 770 551 9229
Americas
NIIT Technologies Ltd.
Corporate Heights (Tapasya)
Plot No. 5, EFGH, Sector 126
Noida-Greater Noida Expressway
Noida – 201301, U.P., India
Ph: + 91 120 7119100
Fax: + 91 120 7119150
A leading IT solutions organization | 21 locations and 16 countries | 8000 professionals | Level 5 of SEI-CMMi, ver1.2
ISO 27001 certified | Level 5 of People CMM Framework