Advice for social networks

Size: px
Start display at page:

Download "Advice for social networks"

Transcription

1 Theme: Future of Quality The National Agenda Outlines CRM PRACTICES IN ASIAN COUNTRIES PREM NARAYAN Group General Manager (P&Q) IRCTC Corporate Office Definition of CRM Era wise CRM Growth Global Scenario of CRM CRM in Asian Countries Asian CRM Market and Challenges Areas of CRM activities CCRM and CEM CRM in India Social Media Networks Predictions for 2011 & beyond Definition of CRM Customer Relationship Management (CRM) is a holistic process of identifying, understanding, differentiating, retaining and better providing for your customers while building a relationship with each customer to improve customer satisfaction and maximise profits. Integrating the firm s value chain to create enhanced customer value at every step The use of information-enabled systems for enhancing individual customer relationships will ensure long-term customer loyalty, retention and profitability for the company Uses of CRM Most commonly used to describe software and related technologies that manage customer-facing businesses CRM software helps in Sales Force Automation by contact management. It stores, tracks and manages contacts and forecasts sales. Web based CRM, a form of self service software enables web based customer interaction, automation of , call logs, campaign management. On-demand CRM solution helps businesses strengthen their sales, service and marketing personnel to effectively serve customers, to close deal fast and to ensure their loyalty. Using CRM, Sales personnel can keep track of and manage all sales activities, generate accurate quotes and track sales performance. Era wise CRM Growth Global Scenario of CRM SNS Cloud based CCRM Inter enterprise/on demand services CEM/CRM process Revolution ERP/SCM Chennel With web service Wireless based Integrated CRM:Vision ;Web mktg Individual customer B2C Mktg Pre-permissiom mktg Segment- 1 to 1 mktg Database-SFA Mass marketing Segment marketing 1

2 Global Scenario of CRM CRM in Asian Countries Currently 50,600 Call Centers in the United States containing 2.86 million agent positions. About 4,500 Call Centers in Canada with 212,000 agent positions. Additionally there are over 1 million agent positions overseas devoted exclusively to servicing the U.S. market. One of the driving forces in the expansion of Call and Contact Centers worldwide is the rapidly growing CRM industry and its use in today s technology-enabled corporate environments. CRM Vendors from Europe and US will face stiff competition from Indian and Chinese local CRM providers. Analysts also suggest that local vendors will often prevail on the large western software companies from US and Europe due to both localization requirements and government interference. 4.5% 6.5% >30% ( Incoming Calls Management Institute) CRM in Asian Countries Sectors of CRM in Asian Countries Asian CRM market often cited as highest growth market in the world. The Software-as-a-Service (SaaS) CRM market in Asia will grow to $570 million by Most mature CRM market include Japan, Australia, New Zealand and Hong Kong - would grow at 4-9% annually. Indonesia, Philippines and Thailand are small market, but growing to be viable markets for CRM implementation. Asia pacific market is characterized by its high fragmentation. Separate national market displaying different potential, cultural, economic environments. Huge scale frequent transactions Huge scale speed, Short cycles Super Markets Telecom CRM in Asia Countries Hotel Insurance Huge scale 1 to 1 approach, long intervals Small scale B2B trade volume Asian CRM Market and Challenges CRM Market is known for its volatility and Singapore will show unusually high CRM adoption. In CRM Market pricing in local business knowledge are more important requisite than functionality. Within Asia, CRM market growth rate vary dramatically by country. China represents the largest Asian Market growth >30% annually. China is expected to experience 4 major developing stages of CRM in the near future. Information collection Process management Refined sales Strategy decision support Asian CRM Market and Challenges India s CRM market characterized by Call centre technologies. Malaysia offers a small but stable CRM market due to good infrastructure, increased liberalization, high level of advancement and increased investment planning. The intensity of competition in some industries had led to the need for CRM as a means of obtaining a competition edge. 2

3 Current areas of CRM application CRM Productivity Improvement Benefits Sales & marketing department (by Segmentation) Government & relevant institutions Embassy Local and international NGOs Local and Oversea corporate companies Local and Oversea corporate Agencies Front Office Department Guest relationship officer Reservation Officer Duty Manager Awareness of customer identification, customer differentiation, customer interaction and personalization Awareness of Customer s need To gain customer s awareness of our brand of product or service Good relationship can gain customer s loyality To improve service without increasing cost of service To improve customer s satisfaction To gain a competitive advantage Customer Centric Relationship Management Put customer as a lead stakeholder at your corporation View customer from 3 points of views; strategic Views, Operational Views and organizational views Strategically seek long term trust relationship with your customers Organisationally assign Chief Customer officer at the Board meeting Educate all department of customer contacts to feel customers pain points Listen to customers and innovate creative solution for the pains Increase customer Satisfaction indexes and get reference call from the best customers Customer Experience Management To Create an integrated profile of customer behaviour and preferences that is used at all "touch points" to personalize interactions Use a common infrastructure to realign the whole extended enterprise around the customer instead of around individual business functions and business units Provide self-service, intelligent tools to make selling, fulfilment, and customer service more productive throughout the channel Optimize the delivery of service by matching individual interactions to the most appropriate channels (web, phone, ) Implement and deliver key strategic initiatives to improve customer experience, in short, integrated phases CRM Trends Firms into - telemarketing, direct marketing, data collection, market research, and even ad agencies have started adding the CRM tag to their services. Call center businesses are turning increasingly to the domestic market for revenue supplement as international market goes tough. Measures in Call center The marketing department takes positive interest in expanding social media, but participation of call center is not enough Expansion of social media influences call center work and required to be resolved To examine the counter measures in call center with best practices of CRM closed-loop To handle social media, communication manager, who has different skills from present resources in call center, is to be arranged separately. The communication manager keeps up with developing social media paying attention to important points 3

4 CRM status Firms aware of CRM, but yet to take concrete steps towards implementation. CRM expected to catch on, but the catching on may be a slow. Overall sentiment is one of wait-and-watch. CRM practices in a very early stage of evolution. Drivers Need for improved customer service Increased global adoption Inhibitors Lack of customer orientation The high cost of implementation Low awareness of benefits Categories of Social Media Key sectors Banking Insurance & Financial Services Telecom Retail Knowledge based Video-sharing Q&A Community Social Networking Services (SNS) Word-of-mouth Social Media Micro-blog Blog CRM packages and vendors Siebel, followed by Oracle and Talisma Bulletin Board Services Social Media - No. of users in Japan S.No CATEGORY SITE MONTHLY TOTAL VISITORS 1. Word-of-mouth Kakaku.com 30,880,000 72,550,000 Tabelog 21,670,000 Gourmet Navi 20,000, Knowledge base You Tube 25,020,000 86,040,000 Video-sharing Q&A Wiki 26,930,000 Community Yahoo Knowledge 26,080,000 Niko Niko Video 8,010, SNS mixi 9,340,000 11,210,000 Facebook 1,870, Blog Ameba Blog 22,030,000 22,030, Micro-blog twinavi 9,880,000 9,880, Bulletin Board Service 2 Channel 11,530,000 11,530,000 Social Media Status Chennel of users Word of mouth on commodity and services is mainly exchanged Face-to-face, while the internet is used by a part of posters Face-to-face : 78.4 % Using % Using phone : 25.3% Posting Blog : 12.3% Posting SNS : 8.1% Posting to Evaluation site : 7.2% Posting & comments to official product site : 4.4% Users of social media are expanding rapidly, >20 million per month Use of Blog, SNS and Micro-Blog has been expanding among young generation, the blog s use is over 70% The poster to social media exceeds 30% of user. Female s ration has risen. Female age have higher poster rate 4

5 Advice for social networks Be careful Think twice before using your real name in a profile Respect the privacy of others Be informed Use privacy friendly settings Use different identification data Pay attention to the activity of your children in the interest CRM Prediction for 2011 & beyond By end of 2011, fortune 1000 marketing companies will include online marketing, up from 50% in CRM application market during has great potential in China in spite of the economic crisis facing the world. China offers large and active market to CRM Vendors Asian markets with greatest growth potential are India, China and Malaysia SaaS market to reach 40.5 billion by 2014 representing compound annual growth rate of 25.3%. About 34% of all new business software purchases will be procured by SaaS. SaaS delivering will contribute about 14.5% world wide by 2014 Facebook will be no. 1 Social Network Service in Brazil, Russia, China & Japan. (Gartner & research & analyst from IDC) Thank you! 5

Harnessing the power of Social Media in the Buy-Sell relationship today

Harnessing the power of Social Media in the Buy-Sell relationship today Harnessing the power of Social Media in the Buy-Sell relationship today Presentation for Decoding the Buyer Brent Walters The Old Model Salespeople and Account Managers used to be Key Information Sources

More information

The Indian CRM Market

The Indian CRM Market Executive Survey The Indian CRM Market An Icicle Report An Icicle Report Executive Survey: The Indian CRM Market By Sandeep Mittal With Amit Sharma Praveen Wicliff Research Scope This report is an Executive

More information

Analysis of Asia Pacific Hosted Email Market

Analysis of Asia Pacific Hosted Email Market MEDICAL DEVICES PHARMACEUTICALS CHEMICALS FOOD & BEVERAGE ELECTRONICS Analysis of Asia Pacific Hosted Email Market VPG Publications, Consulting, Clients www.vpgcorp.com VPG Market Research Reports www.vpgmarketresearch.com

More information

Asia-Pacific Application Performance Management Market CY 2013 Rapidly Changing Application Architecture and Business Environment Drives the Market

Asia-Pacific Application Performance Management Market CY 2013 Rapidly Changing Application Architecture and Business Environment Drives the Market Asia-Pacific Application Performance Management Market CY 2013 Rapidly Changing Application Architecture and Business Environment Drives the Market October 2014 Contents Section Slide Number Executive

More information

Industry Primer. Real Estate

Industry Primer. Real Estate Industry Primer Real Estate CONTENTS Real Estate Industry Facts And Figures - Global 3 Real Estate Industry Facts And Figures - India 4 Marketing Outsourcing And its Power In Real Estate 5 Real Estate

More information

Making Customer Management SaaS Solutions Mobile ---------------------- A brief history of CRM -------------------------- A glimpse of the future

Making Customer Management SaaS Solutions Mobile ---------------------- A brief history of CRM -------------------------- A glimpse of the future Making Customer Management SaaS Solutions Mobile ---------------------- A brief history of CRM -------------------------- A glimpse of the future The Beginnings of Computer based Customer Relationship

More information

Insurance Overview. Dan Bardin Prudential Corporation Asia November 2004

Insurance Overview. Dan Bardin Prudential Corporation Asia November 2004 Insurance Overview Dan Bardin Prudential Corporation Asia November 2004 Introduction Since our last meeting 4 Years Of continued growth for Prudential Corporation Asia Of strengthening our position in

More information

Asia-Pacific Datacenter Services Market 2010 New Contenders Emerging on the Horizon

Asia-Pacific Datacenter Services Market 2010 New Contenders Emerging on the Horizon Asia-Pacific Datacenter Services Market 2010 New Contenders Emerging on the Horizon June 2012 Contents Section Slide Numbers Executive Summary 4 Market Overview 10 Australian Datacenter Services Market

More information

Stephen Miles. Transform IT assets to Drive Business Service Innovation. CA Expo Hong Kong. Vice President - Service Assurance Asia Pacific & Japan

Stephen Miles. Transform IT assets to Drive Business Service Innovation. CA Expo Hong Kong. Vice President - Service Assurance Asia Pacific & Japan Stephen Miles Vice President - Service Assurance Asia Pacific & Japan CA Expo Hong Kong 21 September, 2012 Transform IT assets to Drive Business Service Innovation The age of innovation has arrived CLOUD

More information

Accenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings

Accenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings Accenture Global Consumer Pulse Survey Global & U.S. Key Findings Contents Executive Summary Overview of the Switching Economy Key Findings Methodology and Survey Sample Copyright Accenture All rights

More information

Global Trends in Non-Life Insurance: The Front Office

Global Trends in Non-Life Insurance: The Front Office What you need to know NON-LIFE INSURANCE Global Trends in Non-Life Insurance: The Front Office Key front office trends and the implications for the non-life insurance industry Contents 1 Highlights 3 2.

More information

Consumer Products 2010: Insights for the Future in Asia

Consumer Products 2010: Insights for the Future in Asia Consumer Products 2010: Insights for the Future in Asia Patrick Medley, Distribution Sector Leader, Asia Pacific IBM Business Consulting Services 2005 IBM Corporation Agenda for today s discussion 2010

More information

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience 10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents

More information

Asia Pacific Video Conferencing Infrastructure Markets

Asia Pacific Video Conferencing Infrastructure Markets Brochure More information from http://www.researchandmarkets.com/reports/2134844/ Asia Pacific Video Conferencing Infrastructure Markets Description: Vendors Offering Comprehensive Solutions Have an Edge

More information

The Amdocs Enterprise Customer Management Solution

The Amdocs Enterprise Customer Management Solution The Amdocs Enterprise Customer Management Solution THE MOVE TO ENTERPRISE Most service providers today face profitability challenges and eroding revenue in their consumer business. That s why many operators

More information

Progress Exchange 2013

Progress Exchange 2013 Progress Exchange 2013 Asia Pacific Entering the Market and Growing your Business Peter Fuller Regional V.P. & Managing Director Progress Australia & New Zealand Exchange - October 2013 Agenda Emerging

More information

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

P R E S S R E L E A S E

P R E S S R E L E A S E Hong Kong, May 22, 2013 Survey reveals corporate overdue payment in Asia Pacific region deteriorated in 2012 - Companies are less optimistic about recovery of global economy in 2013 A survey of corporate

More information

+20. Outsourcing feature STEPHEN MALLON/GETTY IMAGES

+20. Outsourcing feature STEPHEN MALLON/GETTY IMAGES +20 Outsourcing feature STEPHEN MALLON/GETTY IMAGES [ 20 ] A Plus + September 2007 Outsourcing to Asia Business outsourcing to Asia is a fast growing trend what does this mean for Hong Kong accountants?

More information

Managed Service for IP Telephony. Enabling organisations to focus on core revenue generating activities

Managed Service for IP Telephony. Enabling organisations to focus on core revenue generating activities Enabling organisations to focus on core revenue generating activities Your business needs reliable, flexible and secure communication tools to enable better connectivity and collaboration with your employees,

More information

Maximizing ROI in Asia Pacific ecommerce. Asia E-commerce and Digital Marketing Innovation Summit 22 nd January 2016

Maximizing ROI in Asia Pacific ecommerce. Asia E-commerce and Digital Marketing Innovation Summit 22 nd January 2016 Maximizing ROI in Asia Pacific ecommerce Asia E-commerce and Digital Marketing Innovation Summit 22 nd January 2016 Asia Pacific: US$1 trillion in ecommerce by 2020 B2C e-commerce sales in trillions USD

More information

Financial Services Sector: Missing Customer Expectations?

Financial Services Sector: Missing Customer Expectations? Financial Services Sector: Missing Customer Expectations? Independent Market Research Commissioned by June 01 Executive Summary: 77 global say the way they deal with companies has changed in the last 1

More information

WANT TO STRENGTHEN YOUR CUSTOMER RELATIONSHIPS? THE RIGHT SALES STRATEGY WILL HELP

WANT TO STRENGTHEN YOUR CUSTOMER RELATIONSHIPS? THE RIGHT SALES STRATEGY WILL HELP Amdocs Sales WANT TO STRENGTHEN YOUR CUSTOMER RELATIONSHIPS? THE RIGHT SALES STRATEGY WILL HELP Changing market conditions mean that you have to do more than just keep your customers you have to grow your

More information

Cross-border ecommerce

Cross-border ecommerce Cross-border ecommerce Opening doors for Victorian businesses around the world ecommerce into China 9 March 2016 Charles Thompson General Manager, International Australia Post StarTrack Group A changing

More information

Profile. Business solutions with a difference

Profile. Business solutions with a difference Profile Business solutions with a difference Overview ITeM Group was founded in 1999 and has a successful history of delivering IT solutions in Australia, New Zealand, Indonesia, China and Canada. We specialise

More information

Accenture 2010 Global Consumer Research executive summary

Accenture 2010 Global Consumer Research executive summary Accenture Global Consumer Research executive summary Introduction Accenture annually surveys consumers across geographies and industries about their experiences and behaviors. The Accenture Global Consumer

More information

Demand Generation Expectations Blown Away

Demand Generation Expectations Blown Away Demand Generation Expectations Blown Away CASE STUDY Presentation Name 1 The Grid generates thousands of leads every week. It has so far generated a forecast revenue pipeline in excess of $1.2 billion

More information

FUTURE OF DIGITAL MEDIA CONTENT

FUTURE OF DIGITAL MEDIA CONTENT WHITE PAPER FUTURE OF DIGITAL MEDIA CONTENT Authors: Sudhakar Kamalakar Practice Head, Enterprise Collaboration Aspire Systems Rupak Jana Enterprise Collaboration Consultant Aspire Systems 1 The digital

More information

About The CMO Survey. Mission. Survey Operation. Sponsoring Organizations

About The CMO Survey. Mission. Survey Operation. Sponsoring Organizations About The CMO Survey Mission - To collect and disseminate the opinions of top marketers in order to predict the future of markets, track marketing excellence, and improve the value of marketing in firms

More information

Disaster Recovery and Online Backup as a Service

Disaster Recovery and Online Backup as a Service Disaster Recovery and Online Backup as a Service Global Overview & Outlook AMI-Partners 546 Fifth Avenue, New York, NY 10036 212-944-5100 www.ami-partners.com Source: AMI-Partners (www.ami-partners.com)

More information

The Evolution of Online Travel. Angelo Rossini Euromonitor International

The Evolution of Online Travel. Angelo Rossini Euromonitor International The Evolution of Online Travel Angelo Rossini Euromonitor International THE ONLINE TRAVEL REVOLUTION THE INTERNET BECOMES MOBILE GEOSOCIAL NETWORKS AND SOLOMO TOWARDS A NEW BUSINESS MODEL EMERGING TRENDS

More information

Deepening the Customer Relationship with Social Media:

Deepening the Customer Relationship with Social Media: Social Media March 2015 Thought Leadership Whitepaper Deepening the Customer Relationship with Social Media: A Sutherland Perspective Page left intentionally blank Sutherland Global Services Social Media

More information

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Asia s Customer Experience Management Landscape 2015 1 ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Companies across Asia are waking up to the importance of providing consistent customer experiences,

More information

MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT

MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT DATE: October 2013 Tim Gilmour Chief Marketing Officer aegon.com AEGON DIRECT & AFFINITY MARKETING SERVICES ADAMS (AND ITS SISTER COMPANIES WORLDWIDE)

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

> Cognizant Analytics for Banking & Financial Services Firms

> Cognizant Analytics for Banking & Financial Services Firms > Cognizant for Banking & Financial Services Firms Actionable insights help banks and financial services firms in digital transformation Challenges facing the industry Economic turmoil, demanding customers,

More information

The customer experience: have customers been forgotten?

The customer experience: have customers been forgotten? The customer experience: have customers been forgotten? In the current economic climate, keeping customers happy ought to be at the top of every company s agenda. But many managers are simply too bogged

More information

EMERGING TRENDS IN HR AND RECRUITMENT SERVICES Martin Nicholls

EMERGING TRENDS IN HR AND RECRUITMENT SERVICES Martin Nicholls EMERGING TRENDS IN HR AND RECRUITMENT SERVICES Martin Nicholls WHO IS KELLY? Since 1946, Kelly has grown to be a global leader in delivering workforce solutions. Revenue exceeds US$5.6 b EMEA AMERICAS

More information

Global Student Mobility 2025 Forecasts of the Global Demand for Pathways to Higher Education in the Schools, VET and ELICOS sectors

Global Student Mobility 2025 Forecasts of the Global Demand for Pathways to Higher Education in the Schools, VET and ELICOS sectors Global Student Mobility 2025 Forecasts of the Global Demand for Pathways to Higher Education in the Schools, VET and ELICOS sectors Andrew Hewett IDP Education Australia Agenda and Key Issues Pathways

More information

ASIA-PACIFIC FACEBOOK ADVERTISING BENCHMARK REPORT

ASIA-PACIFIC FACEBOOK ADVERTISING BENCHMARK REPORT ASIA-PACIFIC FACEBOOK ADVERTISING BENCHMARK REPORT With nearly 1.5 billion smartphone users by 2019, Asia-Pacific brings enormous potential for advertisers on Facebook. The Asia-Pacific (APAC) region now

More information

The Asian media landscape is turning digital

The Asian media landscape is turning digital The Asian media landscape is turning digital How can marketers maximise their opportunities? Copyright 2012 The Nielsen Company. i The Asian media landscape is turning digital. How can marketers maximise

More information

Customer Relationship Management

Customer Relationship Management Customer Relationship Management by Professor Adrian Payne Director Centre for Relationship Marketing, Cranfield University Introduction Customer Relationship Management (CRM) is developing into a major

More information

A GLOBAL PERSPECTIVE OF THE EVOLUTION OF ROMANIAN TELECOMMUNICATION MARKET IN THE LAST TWO DECADES

A GLOBAL PERSPECTIVE OF THE EVOLUTION OF ROMANIAN TELECOMMUNICATION MARKET IN THE LAST TWO DECADES A GLOBAL PERSPECTIVE OF THE EVOLUTION OF ROMANIAN TELECOMMUNICATION MARKET IN THE LAST TWO DECADES Dan Raţiu, Engineer, Vodafone Romania Monica Paula Raţiu, Senior Lecturer, Ph.D, Romanian-American University

More information

Application Service Providers\Software-As-A-Service (Saas) - Global Outlook

Application Service Providers\Software-As-A-Service (Saas) - Global Outlook Brochure More information from http://www.researchandmarkets.com/reports/1084163/ Application Service Providers\Software-As-A-Service (Saas) - Global Outlook Description: The global outlook series on Application

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

Digital Marketing. the better way for audience targeting. Wolfgang Jaegel CEO & Founder of

Digital Marketing. the better way for audience targeting. Wolfgang Jaegel CEO & Founder of Digital Marketing the better way for audience targeting Wolfgang Jaegel CEO & Founder of Topics Digital Marketing Overview About Syndacast AdBoost for Audience Targeting Our World Today It s not news.

More information

Leverage A Third-Party Data Center To Deliver Increased Business Value

Leverage A Third-Party Data Center To Deliver Increased Business Value A Custom Technology Adoption Profile Commissioned By NTT Communications March 2014 Leverage A Third-Party Data Center To Deliver Increased Business Value 1 Introduction Companies are under increasing pressure

More information

Introduction Animation in Asian Societies Establishment of Local Animation Industry LOCAL CONTENT PRODUCTIONS SUCCESSFUL BUSINESS MODELS Drivers for

Introduction Animation in Asian Societies Establishment of Local Animation Industry LOCAL CONTENT PRODUCTIONS SUCCESSFUL BUSINESS MODELS Drivers for Introduction Animation in Asian Societies Establishment of Local Animation Industry LOCAL CONTENT PRODUCTIONS SUCCESSFUL BUSINESS MODELS Drivers for Success Models for Animation financing in Asia Copyright

More information

3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices

3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices CRM Expert Advisor White Paper 3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices Ten years ago, when CRM was nascent in the market, companies believed the technology alone

More information

Amdocs Field Service

Amdocs Field Service Amdocs Field Service SOMETIMES YOU NEED MORE THAN JUST GREAT FIELD SERVICE PERSONNEL Keeping your customers happy makes the difference between business success and failure, and the service that you deliver

More information

Why Redknee s Pre-Integrated Real-Time Billing and Customer Care Solution is the Right Choice for CSPs

Why Redknee s Pre-Integrated Real-Time Billing and Customer Care Solution is the Right Choice for CSPs Why Redknee s Pre-Integrated Real-Time Billing and Customer Care Solution is the Right Choice for CSPs > > Summary In an increasingly saturated and competitive market, telecom operators face huge challenges

More information

Asian Animation Industry 2015: Strategies Trends & Opportunities

Asian Animation Industry 2015: Strategies Trends & Opportunities Brochure More information from http://www.researchandmarkets.com/reports/3073228/ Asian Animation Industry 2015: Strategies Trends & Opportunities Description: The most authoritative Animation Industry

More information

Chapter 9. Video Cases. 6.1 Copyright 2014 Pearson Education, Inc. publishing as Prentice Hall

Chapter 9. Video Cases. 6.1 Copyright 2014 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Video Cases Video Case 1a: What Is Workday: Enterprise Software as a Service (Saas) Video Case 1b: Workday: Mobile

More information

SERVICE-BASED SALES AND CHANNEL MANAGEMENT IN TELECOM

SERVICE-BASED SALES AND CHANNEL MANAGEMENT IN TELECOM www.wipro.com SERVICE-BASED SALES AND CHANNEL MANAGEMENT IN TELECOM Sridhar Marella Padam Jain Table of Contents 3...Introduction 4... Typical Challenges in Sales & Distribution 4... Solution Capabilities

More information

Lecture Series: Consumer Electronics Supply Chain Management

Lecture Series: Consumer Electronics Supply Chain Management Lecture Series: Consumer Electronics Supply Chain Management Mohit Juneja i2 Technologies Divakar Rajamani, Ph.D. UTD Center for Intelligent Supply Networks () 2003 UTD Lecture 1: Introduction to Consumer

More information

GLOBAL DATA CENTER INVESTMENT 2013

GLOBAL DATA CENTER INVESTMENT 2013 2013 CENSUS REPORT: Global Data Center Investment 2013 GLOBAL DATA CENTER INVESTMENT 2013 2013 - Healthy Growth in Data Center Investment Globally Globally, the data center industry has continued to maintain

More information

THE UK FILM MARKET AS A WHOLE. BFI Research and Statistics PUBLISHED DECEMBER Image: The Lady in the Van courtesy of Sony Pictures

THE UK FILM MARKET AS A WHOLE. BFI Research and Statistics PUBLISHED DECEMBER Image: The Lady in the Van courtesy of Sony Pictures THE UK FILM MARKET AS A WHOLE BFI Research and Statistics PUBLISHED DECEMBER 2015 Image: The Lady in the Van courtesy of Sony Pictures THE UK FILM MARKET AS A WHOLE THE UK WAS THE SECOND LARGEST FILM MARKET

More information

Flexible Cloud Services to Compete

Flexible Cloud Services to Compete white paper Service Providers Need Flexible Cloud Services to Compete Enterprise Customers Demand Flexible Cloud Solutions When the concept of cloud services first came about, there was a great deal of

More information

Digital Experience Cloud. Overview

Digital Experience Cloud. Overview Digital Experience Cloud Overview Agenda Market Overview Product Overview Future Plans Digital Marketing Technology Opportunity IDC's Worldwide Marketing Technology 2014-2018 Forecast: $20 Billion and

More information

Global Deployment of IT Solutions that Contribute to Social Progress

Global Deployment of IT Solutions that Contribute to Social Progress Hitachi Review Vol. 63 (2014), No. 6 315 Overview Global Deployment of IT Solutions that Contribute to Social Progress Sunao Ehara Wakana Kasai Isamu Nishikawa Shinichi Matsuoka SOLUTIONS THAT TIE TOGETHER

More information

Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions

Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions The World is Going Digital The incredible growth of the internet, the proliferation of mobile devices and the

More information

GLOBAL OPPORTUNITIES FOR BUSINESS PROCESS OUTSOURCING SECTOR

GLOBAL OPPORTUNITIES FOR BUSINESS PROCESS OUTSOURCING SECTOR GLOBAL OPPORTUNITIES FOR BUSINESS PROCESS OUTSOURCING SECTOR * Dr. K. NIRMALA PRASAD, M.Com.M.Phil.,Ph.D. **Ms. H.S.PRIYADARSHINI, M.Com., M.Phil., Over the last few years, the worldwide Business Process

More information

CRM as a Service. For Customers in the Cloud

CRM as a Service. For Customers in the Cloud CRM as a Service For Customers in the Cloud Customer Relationship Management Our mission: to help our customer identify, define, design and deliver the best CRM strategy, in terms of For our Customer with

More information

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management SYLLABUS B.B.A. V SEM Subject Customer Relationship Management UNIT I Introduction to CRM: Definition and concepts of CRM, Components of CRM, Understanding the goal of CRM and Customer Touch Points. UNIT

More information

The Mobile Enterprise: Employee Self Service. Deepali Majumder, Senior Consultant, Wipro Mobility Solutions

The Mobile Enterprise: Employee Self Service. Deepali Majumder, Senior Consultant, Wipro Mobility Solutions The Mobile Enterprise: Employee Self Service Deepali Majumder, Senior Consultant, Wipro Mobility Solutions Table of contents 03... Technology is shaping demand 03... The Mobile Employee 04... Why is a

More information

Marketing Campaign Management. Business Intelligence

Marketing Campaign Management. Business Intelligence Sales Force Automation Marketing Campaign Service & Contact Business Intelligence Technology & Best Practice You want to acquire new customers and you want to keep your installed base. You want to know

More information

CASE STUDY: UTILISING E-BUSINESS TECHNOLOGIES FOR MARKETING SUPPORT IN THE CE INDUSTRY

CASE STUDY: UTILISING E-BUSINESS TECHNOLOGIES FOR MARKETING SUPPORT IN THE CE INDUSTRY e-business W@tch European Commission, DG Enterprise & Industry E-mail: entr-innov-ict-ebiz@ec.europa.eu, info@ebusiness-watch.org This document is based on sector studies, special reports or other publications

More information

Bank of America Merrill Lynch Banking & Financial Services Conference

Bank of America Merrill Lynch Banking & Financial Services Conference Bank of America Merrill Lynch Banking & Financial Services Conference Manuel Medina Mora Chairman of the Global Consumer Banking Council November 17, 2010 Consumer Banking in Citicorp Agenda Our Business

More information

Global Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Global Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved. Global Insights on Succeeding in the Customer Experience Era 1 Contents Introduction 3 Methodology 4 Executive Summary 6 Findings 7 Our Take 16 Industry & Regional Appendix 18 2 Introduction Today s consumers

More information

Sybase Solutions for Healthcare Adapting to an Evolving Business and Regulatory Environment

Sybase Solutions for Healthcare Adapting to an Evolving Business and Regulatory Environment Sybase Solutions for Healthcare Adapting to an Evolving Business and Regulatory Environment OVERVIEW Sybase Solutions for Healthcare Adapting to an Evolving Business and Regulatory Environment Rising medical

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

For personal use only. DIGITAL PERFORMANCE GROUP Annual General Meeting 29 November 2013

For personal use only. DIGITAL PERFORMANCE GROUP Annual General Meeting 29 November 2013 DIGITAL PERFORMANCE GROUP Annual General Meeting 29 November 2013 FY13 Financial Result 35,000 30,000 29,856 FY12 FY13 25,000 23,861 20,000 15,000 10,000 5,000 - (5,000) 3,055 2,767 1,123 1,164 (1,932)

More information

The Changing Data Centre Landscape in APAC. Saravanan Govindan Associate, BroadGroup

The Changing Data Centre Landscape in APAC. Saravanan Govindan Associate, BroadGroup The Changing Data Centre Landscape in APAC Saravanan Govindan Associate, BroadGroup BROADGROUP CONSULTING PRACTICES CONTENT SERVICES EVENTS & TRAINING DIVISION Leading content driven Brands engaging audiences

More information

Winning with BIG DATA Drive Marketing ROI across all Channels & Campaigns

Winning with BIG DATA Drive Marketing ROI across all Channels & Campaigns Winning with BIG DATA Drive Marketing ROI across all Channels & Campaigns @tkahlow @BOLoptimized Why Big Data? Why now? /////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////

More information

APEC Business Travel Card (ABTC)

APEC Business Travel Card (ABTC) Page 1 of 2 APEC Business Travel Card (ABTC) Tuesday, 22 June 2010 03:59 Overview APEC is an organization that formed in 1989 in creating wider economic cooperation in Asian Pacific region. There are 20

More information

White Paper. Shipping and return as marketing tools for B2C e-commerce

White Paper. Shipping and return as marketing tools for B2C e-commerce White Paper Shipping and return as marketing tools for B2C e-commerce Shipping and return as marketing tools for B2C e-commerce 2 The inexorable rise of e-commerce Contents The inexorable rise of e-commerce

More information

View Point. Oracle Applications and the economics of Cloud Computing. Abstract

View Point. Oracle Applications and the economics of Cloud Computing. Abstract View Point Oracle Applications and the economics of Cloud Computing Mandar Bhale Abstract Cloud computing is making waves in the Enterprise package space as the latest trend in Information Technology.

More information

Through a cyber security lens

Through a cyber security lens Through a cyber security lens 2015 Global Audit Survey kpmg.com What the 2015 survey tells us Short of a crisis, the issues on the audit committee s radar don t change dramatically from year to year (and

More information

Strategic Roadmap Development for international education in the PTE sector

Strategic Roadmap Development for international education in the PTE sector Strategic Roadmap Development for international education in the PTE sector What are Strategic Roadmaps? Strategic Roadmaps are planning tools that identify strategic goals and pathways for growth in international

More information

CLARINS China commerce site adds to brand s momentum in China

CLARINS China commerce site adds to brand s momentum in China An RIS News Case Study CLARINS China commerce site adds to brand s momentum in China Business Best known for luxury skin care products, CLARINS sells cosmetics in every country around the world through

More information

Sunrise Case Study: Accelerating the Marketing Process

Sunrise Case Study: Accelerating the Marketing Process Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com CUSTOMER NEEDS AND STRATEGIES Sunrise Case Study: Accelerating the Marketing Process Robert Blumstein

More information

Asia/Pacific VoIP: A Change of Heart

Asia/Pacific VoIP: A Change of Heart Asia/Pacific VoIP: A Change of Heart Market Analysis Abstract: Voice over IP, which has been struggling to get off the ground for a long time, is beginning to take off in Asia/Pacific, especially in the

More information

and Analytic s i n Consu m e r P r oducts

and Analytic s i n Consu m e r P r oducts Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.988.7900 F.508.988.7881 www.idc-mi.com Creating Big O p portunities with Big Data and Analytic s i n Consu m e r P r oducts W H I T E

More information

OPTIMIZING INSURANCE DISTRIBUTION THROUGH A HYBRID MODEL

OPTIMIZING INSURANCE DISTRIBUTION THROUGH A HYBRID MODEL www.wipro.com OPTIMIZING INSURANCE DISTRIBUTION THROUGH A HYBRID MODEL Sasi Koyalloth Connected Enterprise Services (CES) BAS Table of Content 03... Abstract 04... Challenges of Direct and Agent-based

More information

MARTECH. Transforming Marketing through Technology

MARTECH. Transforming Marketing through Technology MARTECH Transforming Marketing through Technology Foreword Welcome to our point of view on the amplifying role of technology in the marketing function and the current standing and future potential play

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

Data Center Development Trend in Hong Kong 3-12-2014. Copyright 2013 PCCW Solutions Ltd. All rights reserved.

Data Center Development Trend in Hong Kong 3-12-2014. Copyright 2013 PCCW Solutions Ltd. All rights reserved. Data Center Development Trend in Hong Kong 3-12-2014 Agenda Overall trend of HK Data Center Development HK as a prime location for data center development Technological trend and the demand for data center

More information

Ecommerce Holy Grail: Run Your Entire Business on One Integrated System

Ecommerce Holy Grail: Run Your Entire Business on One Integrated System Ecommerce Holy Grail: Run Your Entire Business on One Integrated System Your Hosts Today: Mini Peiris VP, Product Marketing NetSuite Inc. Baruch Goldwasser Ecommerce Expert NetSuite Inc. Real-World Voice:

More information

Ctry / Area Award Achievement Awarded by Gold - Best Own Call Center Operation 4th Place in the PECC Ranking

Ctry / Area Award Achievement Awarded by Gold - Best Own Call Center Operation 4th Place in the PECC Ranking Gold - Best Own Call Center Operation 4th Place in the PECC Ranking Brazil Customer Service Executive of the Year Customer Service Department of the Year Airlines Distribution & Transportation Canada Chile

More information

SaaS data quality deployments. The increasing demand for SaaS technology is creating a need in the data quality market

SaaS data quality deployments. The increasing demand for SaaS technology is creating a need in the data quality market SaaS data quality deployments The increasing demand for SaaS technology is creating a need in the data quality market An Experian Data Quality White Paper November 2014 Summary Software-as-a-service (SaaS)

More information

The Wine and Spirits Market in Asia-Pacific and Worldwide with Prospects Until 2017

The Wine and Spirits Market in Asia-Pacific and Worldwide with Prospects Until 2017 The Wine and Spirits Market in Asia-Pacific and Worldwide with Prospects Until 2017 From the VINEXPO* market study For the 12 th consecutive year, VINEXPO the international wine and spirits exhibition

More information

WHITE PAPER Analytics for digital retail

WHITE PAPER Analytics for digital retail WHITE PAPER Analytics for digital retail Introduction The advent of organized retail propelled businesses to reach out to a wider spectrum of consumers in an effort to increase market share. This gave

More information

The Cost of Poor Customer Service. The Economic Impact of the Customer Experience and Engagement in 16 Key Economies

The Cost of Poor Customer Service. The Economic Impact of the Customer Experience and Engagement in 16 Key Economies The Cost of Poor Customer Service The Economic Impact of the Customer Experience and Engagement in 16 Key Economies November 2009 Executive Summary Snapshot of Key Findings by the Numbers: USD$338.5 Billion

More information

CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS

CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS 395 7.1 Findings Related to Secondary Data In the initial phase the analysis of secondary indicates that CRM is emerging as a strategic factor

More information

New Needs, New Models: How growth and innovation are changing the way Asia Pacific organisations acquire technology

New Needs, New Models: How growth and innovation are changing the way Asia Pacific organisations acquire technology New Needs, New Models: How growth and innovation are changing the way Asia Pacific organisations acquire technology Industry Insight Paper Content Executive Summary... 3 Competing in Today s Economy....

More information

2012-20 CS Awards in Americas

2012-20 CS Awards in Americas 2012-20 CS Awards in Americas Brazil Excellence in Contact Center Bronze -The Art of Customer Relations Canada Customer Service Leader of the Year Customer Service Trainer of the Year Colombia Portafolio

More information

JMA Consultants Inc. Corporate Introduction

JMA Consultants Inc. Corporate Introduction JMA Consultants Inc. Corporate Introduction Self Introduction Publications Cost half promoting manual (Collective writing), JMAM,1995. Introduction to MOT Management (Collective writing ), PHP, 2004 The

More information

Global Trends in Life Insurance 2012: Claims Processing and Payout

Global Trends in Life Insurance 2012: Claims Processing and Payout What you need to know INSURANCE Global Trends in Life Insurance 2012: Claims Processing and Payout Key trends and their implications for the life insurance industry Table of Contents 1. Highlights 3 2.

More information

Recruitment forecasting. Employer branding. Sourcing strategies. Selection processes. Assessment methodologies. On boarding of new hires

Recruitment forecasting. Employer branding. Sourcing strategies. Selection processes. Assessment methodologies. On boarding of new hires hudson RPO ASIA pacific Recruitment Process Outsourcing Hudson RPO Asia Pacific is proud to be the winner of a number of industry rated awards including: HRO Today s Global Baker s Dozen List, 2010, 2011

More information