Answer 1)

BVC Business Model is centred on providing an engagement platform which can be

tracked for the different activities by the consumer. Hence it provides solutions for
channel effectiveness, sales force effectiveness and merchandising. The Business Model
is given as follows:
Key
partners
Key
Activities
Value
Proposition
Customer Relationship
Customer
Segment
Payment
Partner
Customised
Projects for
Clients
Consumer
Engagement
After Sales Maintenance
Key Players
in E-
Commerce
Cloud
Partner
Sound
Technology
Platform
Potential Big
Hypermarts
looking to go
online
Platform as
a Service
(Paas)
Channel
Effectivenes
s
Effectiveness Feedback
System
SME's who
need a E-
trading
Palatform
Hardware
Supplies
Partner Consultation
Sales Force
Effectivenes
s
Channels
Cost Model
Online
Social
Websites
Revenue
Model
Key
Resources
Hardware
Infrastructur
e
Mobile Apps
Subscriptio
n form
Paas
Compitive &
Skilled
Menpower
Running &
Maintaining
Infrastructur
e
Other B2B
Websites
such as
Indiamart
Service
Maintence
IT
Infrastructur
e
Salary/
Wages
Offline
Point of Sale
Engagement
Data
Consultatio
n
Customer
Information
Data Bank
Data
Channel
partners
TV Channels
Advertiseme
nt
Customised
Projects
B2B
Marketing
Spend
Cold Calling

Secondary
Research
Data


IT
Upgradation















Answer 2)
KPI
a. Revenue Generated per touch point(Source of collecting info)
b. Revenue generated per platform (as a service)
c. Effectiveness of Value Chain Integration
d. Conversion Rate of a Platform as a service
e. Frequency of break down
f. Cost per Transaction
g. Transaction Closure Rate
h. Fault Slip Through
i. Overall Assignment Content Adherence
j. Schedule Adherence
Need based services
Data
Hardware
Analytical Tools
Human Resource
Consultation
Platform
Development
IT Services
Private/Hybrid
mode
Technology
Platform
Front End
Back End
Campaign Design
Data collection
Loyalty and
Retention
programs
Channel
effectiveness
Sales force
effectiveness
Demand
Generation
Lead Generation
Demand
Fulfilment
Identifying
Business
opportunities
Platform
Database Server
Web Application
Server
Breakdown
Enterprise feedback
systems
Need based (cloud
service)
Recommendations
Licences, Data Storage, Servers, Hardware, IT standards, software
Cloud, virtual system, new platform, Analytical tools
PCs, Hardware, cloud, ERP, MIS
IT, Marketing, Sales team, Admin

Answer 3)
Dimensions:
a. Number Of Touch points being catered:
b. Segmented Revenue
c. Data Collected per platform
d. Activities in the Value Chain and their effectiveness
e. No the leads generated
f. No of Customers converted
g. Break Down Time per platform
h. Revenue Loss due to break down

Answer 4)
Key Analytics
In order to engage customers, to make him purchase or to increase the conversion rate
of foot falls in terms of hit on the website, various tools or techniques could be used on
every stage for consumer engagement management;
1. Search Engines Optimisers could be used for analysing the triggers like Google
Analytics etc
2. Tools like Consumer Barometers or Get Response could be used to analyse
the domains which a consumer visits frequently so that for marketing of products
could be done on these websites
3. MIS systems or Dashboard could be used for reporting or analysing dimensions
like time spent page views etc
4. For tracking the product prices, price analytics could be use
5. Other tools like SAP Hana, Cognos or SAS packages could be use for tracking
revenue growth or any financial parameters,
6. The overall approach would be Data cleaning, the preparing the data for analysis,
then finding the data drivers and finally branch performance analysis which will
track customer satisfaction levels and brand or product loyalty

Answer 5)
Customer Engagement Management (CEM) is a discipline in which Customer Journey
Design is combined with the necessary tools and instruments that optimize and integrate
the various touch points of (potential) customers throughout their Customer Journey.
This is made possible by the abundance of communications channels such as
Mobile apps
Websites
Facebook pages
Direct e-mails
QR codes
YouTube
These media enable companies to listen carefully to the market and to better understand
individual customers. Interactions with customers are managed more optimally with
Customer Engagement Management. This truly engages the customer.
Birdvision Consulting solutions should comprise of aspects such as
Digital Marketing
Online Channel Optimization
xRM
Social CRM
Customer Insight
These tools will help bring out customer's engagement during their digital quest.
An increasing number of customers demands excellent service quality, even if it costs a
bit more, and they are willing to churn to get what they want. Unfortunately 60% of
customers report having problems with services. If expectations for quality arent met,
businesses around the world risk losing 40% of their customers in the next twelve
months, according to the 2014 Acquisition and Retention Study Report. Replacing lost
customers is a costly task, hitting profitability significantly.
Customer Engagement Management (CEM) can come only by enriching customers
experience, for which the organization needs to focus on resolving of issues. This helps
to retain and acquire new customers and boost revenues through increased platform,
service, usage. Some measures which can be taken are:
Making use of targeted campaigns
Efficient Customer Care
Offering products (own and best-of-breed third party) and services (including
business and process consulting, systems integration, customization and
optimization)
Manage customers experience through an innovative user-friendly online portal
that helps to bridge organizational silos
Find out how to manage customers needs and enable automated configuration
and smooth service uptake
Analysing subscriber behaviour is the only sure way to understand how
customers experience of the services
Services are a key building block in solutions like the CEM Umbrella Solution so
focus upon that
Making use of Loyalty Scores which helps identify and improve the factors
affecting the customer loyalty