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E-GOVERNANCE,
E-COMMERCE
AND
FUTURE OF INTERNET
PRESENTED BY:
Amit Pandya (01)
WHAT IS CRM?
o Term that refers to practices, strategies and technologies.
o Goal of improving business relationships with customers, assisting
in customer retention and driving sales growth.
o Designed to compile information on customers across different
channels
o CRM systems can also give customer-facing staff detailed
information
TYPES OF CRM
1. Operational CRM
o
TYPES OF CRM
2. Analytical CRM
o
Multitude component
TYPES OF CRM
2. Analytical CRM
o
TYPES OF CRM
3. Collaborative CRM
o
SCOPE OF CRM
o Concerned with the development and maintenance of mutually
beneficial relationships with strategically significant partners
o Focus is the creation of long-term value, and not just short-term
profits, for the company and all it works with.
o Scope of CRM can thus be defined according to its constituencies,
how long-term value can be created for and with them and the
benefits of doing so.
BENEFITS OF CRM
o CRM offers the advantage of gaining customer loyalty
o A good CRM associated with a good tool ensures companies to have
a good view over the list of customers and prospects, to know
where it stands with relationship management, when to contact
them again, etc
o CRM also ensures enhanced productivity
LIMITATION OF CRM
o A mistaken tool choice may make CRM more complicated
o CRM is not easy to put in place, attention must be given to the
APPLICATIONS OF CRM
o Pegasystems applications transform CRM in several critical ways,
enabling companies to:
Personalize customer experience:
By better understanding and anticipating customer
behaviors, Pegasystems CRM system suggests the best
actions throughout each customer interaction and enables
call center representatives to deliver a unique customer
experience every time.
Deliver a consistent experience:
Role-based and context-specific screens and dialogue scripts
help representatives provide a consistent experience for the
customer across every channel, while dynamic service
capabilities use real-time decisions to take the guesswork
out of managing customer relationships.
APPLICATIONS OF CRM
Manage interactions across the service chain:
Pegasystems CRM solution provides superior case
management tools including an intuitive case portal,
support for dynamic and ad hoc processes and dashboard
that enable caseworkers to better understand priorities.
Accelerate time-to-value:
Pegasystems CRM software efficiently delivers information
back to planners and managers who can continually refine
strategies, simulate and test strategies, and automate the
lifecycle of building, executing and improving solutions.
Maximize business agility:
Monitor and control business performance in real time and
quickly develop new process strategies to adapt to changing
customer requirements and business goals.
Initiatives
Andhra Pradesh
Bihar
Chhattisgarh
Delhi
Goa
Dharani Project
Gujarat
Haryana
Nai Disha
Himachal Pradesh
Lok Mitra
Karnataka
Madhya Pradesh
Gyandoot,
Gram Sampark, Smart Card in Transport Department,
Computerization MP State Agricultural Marketing Board .
Maharashtra
Rajasthan
Arunachal Pradesh,
Manipur, Meghalaya,
Kerala
Tamil Nadu
ONLINE TRAVEL
CHINA
ONLINE SHOPPING
CHINA
MODE OF PAYMENT
CHINA
o IN Case 0f china mode of payment is threw online payment
Prevails 85% is bulk through third party providers for e.g. Alipay &
FUTURE OF INTERNET
o Serves as a platform for business, communication, entertainment
and education
o Technologies like LTE and WiMAX give us the ability to access the
Internet
wirelessly
at
speeds
comparable
connections
o The Internet will be faster and more pervasive.
to
broadband
CASE STUDY
o Customer relationship management (CRM) strategies, including
the development of online surveys to query customers on their
thoughts and opinions, were created to try to reverse this trend
o Organizations need to seek out alternative means of allowing their
customers to communicate with them lest their results be unfairly
skewed by technology
CASE STUDY
o The Consumer
MiroMetrica allow the organizations to gain a keener insight
into customer demographics, needs, and preferences, providing
the marketing analytics needed to impact the bottom line.
MiroMetricas
specialty
is
in
helping
organizations
CASE STUDY
o The Challenge
One of the core tenets of good CRM is remembering that the
customer base is not a monolithic entity but rather is made up of
unique individuals, all of whom have their own preferences and points
of view.
These preferences become visible when behavioral data is analyzed
Online surveys are the most popular method used for this type of
information- gathering. They are immediate, they reach a targeted
audience, and they are easy for prospects and customers to use.
The second problem was with the inbound faxes themselves
CASE STUDY
o The Solution
Selepova gained was being able to conduct other business over the
telephone while the incoming faxes were arriving.
The electronic format of the faxes also means Selepova can easily
choose which pages to keep, which ones to file (if needed), and which
ones to delete
o The Result
Selepova has seen both hard and soft operational improvements
Reduced the costs for paper and toner to virtually zero dollars since
inbound faxes all come in through the MyFax account.
REFERENCES
o http://www.iresearchchina.com/samplereports/5700.html
o http://firstbiz.firstpost.com/data/how-indias-e-commerceindustry-can-become-bigger-than-those-of-china-us-82937.html
o http://www.nextbigwhat.com/ecommerce-india-vs-china-297/
o http://www.business-standard.com/article/companies/india-s-ecommerce-today-is-where-china-was-in-2007-rehan-yar-khan114082100019_1.html
o http://en.wikipedia.org/wiki/National_e-Governance_Plan
o http://indiaegovernance.blogspot.in/
o http://www.indg.in/e-governance/e-governance/ict-initiatives-instates-uts/ict-initiatives-in-states-uts/
o http://en.wikipedia.org/wiki/Customer_relationship_management
o http://www.tutorial-reports.com/software/crm/types.php
o https://www.oracle.com/applications/customerexperience/crm/index.html
THANK
YOU