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CRM,

E-GOVERNANCE,
E-COMMERCE
AND
FUTURE OF INTERNET
PRESENTED BY:
Amit Pandya (01)

Meet Shah (13)


Chirag Goswami (24)
Manan Dave (35)
Mitesh Patel (50)

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

Various tools are used to enable effective interaction with


customers

Contact management tools aim to reduce costs by improved


process efficiency and use of media based communication
channels

Channel management tools aim to understand how customer


interacts with the company.

Content management tools enable the company to manage

what is visible to the customers

TYPES OF CRM
2. Analytical CRM
o

Analytical CRM is composed of:

Pattern discovery component

Product and customer analysis component

Multitude component

Sorting and customer fractionation component

Customer value evaluation component

Analytical solutions provided for most companies are


integrated view of customer

TYPES OF CRM
2. Analytical CRM
o

The analytical solutions help answer questions like:

Who are their best customers?

Whom they are likely to lose?

How to retain them?

How to attract new customers?

How to improve profitability of customers?

Examples are data warehousing, online analytical processing


(OLAP), and data mining systems.

TYPES OF CRM
3. Collaborative CRM
o

Objective is to improve the quality of customer service and


increase customer loyalty.

Allows the company to synchronize and manage efficient,


productive interaction with customers, prospects, partners,
and internal associates across all communication channels.

Reduces web service costs by enabling web collaboration.

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

choice of tools, but also to the effective implementation of CRM


process that will be undertaken by the company.

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.

STATUS OF E-GOVERNANCE IN THE VARIOUS


STATES OF INDIA
o Electronic governance or e-governance is the application
of information and communication technology (ICT) for
delivering government services, exchange of information
communication transactions,
o Integration of various stand-alone systems and services between
government-to-customer (G2C), government-to-business (G2B),
government-to-government (G2G) as well as back office processes
and interactions within the entire government framework.
o Through e-governance, government services will be made available
to citizens in a convenient, efficient and transparent manner.
o The three main target groups that can be distinguished in
governance
concepts
are
government,
citizens
and
businesses/interest groups. In e-governance there are no distinct
boundaries.

STATUS OF E-GOVERNANCE IN THE VARIOUS


STATES OF INDIA
o Global shifts towards increased deployment of IT by governments
emerged in the nineties, with the advent of the World Wide Web.
The technology as well as e-governance initiatives have come a
long way since then. With the increase in Internet and mobile
connections, the citizens are learning to exploit their new mode of
access in wide ranging ways.
o The concept of e-governance has its origins in India during the
seventies with a focus on development of in- house government
applications in the areas of defence, economic monitoring,
planning and the deployment of IT to manage data intensive
functions related to elections, census, tax administration etc.
o There has been an increasing involvement of international donor
agencies under the framework of e-governance for development to
catalyse the development of e-governance laws and technologies in
developing countries.

E-GOVERNANCE IN VARIOUS STATES


States

Initiatives

Andhra Pradesh

e-Seva, CARD, VOICE, MPHS, FAST, e-Cops, Online


Transaction processing

Bihar

Sales Tax Administration Management Information

Chhattisgarh
Delhi

Chhattisgarh InfoTech Promotion Society, Treasury office, elinking project


Automatic Vehicle Tracking System, Computerization of
website of RCS office, Electronic Clearance System,

Goa

Dharani Project

Gujarat

Mahiti Shakti, Form book online, G R book online, Census


online, Tender notice.

Haryana

Nai Disha

Himachal Pradesh

Lok Mitra

Karnataka

Bhoomi, Khajane, Kaveri

E-GOVERNANCE IN VARIOUS STATES


Kerala

e-Srinkhala, RDNet, Fast, Reliable, Instant,

Madhya Pradesh

Gyandoot,
Gram Sampark, Smart Card in Transport Department,
Computerization MP State Agricultural Marketing Board .

Maharashtra

SETU, Online Complaint Management SystemMumbai

Rajasthan

Jan Mitra, Raj SWIFT, Lokmitra, RajNIDHI

Arunachal Pradesh,

Rasi MaiyamsKanchipuram; Application forms related to


public utility,
Tender notices and display
Community Information Center.

Manipur, Meghalaya,

the Meghalaya website under schemes related to

Kerala

e-Srinkhala, RDNet, Fast, Reliable, Instant,

Mizoram & Nagaland

social welfare, food civil supplies and consumer affairs,


housing transport etc.

Tamil Nadu

E-GOVERNANCE IN VARIOUS STATES


o The e-Governance division of Department of Information
Technology is planning to invest Rs 700 crore in FY 2013-14.
o In FY 2013-14, the e-governance division will spend its majority
investment in e-District project. The e-district project will run in
200 more districts this year in comparison to 100 districts last
year.
o The investment in FY 2013-14 for e-Governance is 60 percent more
than the investment made in FY 2012-13. In FY 2012-13, the
division had spent Rs 424 crore whereas investment in FY 2011-12
was around Rs 259 crore.
o Districts are the de facto front-end of government where most
government-to-consumer (G2C) interaction takes place. The eDistrict project was conceptualized to improve experience and
enhance efficiencies of the various departments at the district-level
to enable seamless service delivery to the citizen.

STATUS OF E-COMMERCE IN INDIA & CHINA


o E-commerce in India is still at an early stage of growth. The recent
investment in Flipkart and Amazon is an endorsement of the
growth potential of the industry. The industry is expected to grow
from $2 billion in 2013 to $29 billion in 2020, representing a
growth of 60 per cent CAGR.
o Today, India's e-commerce industry is where the US was in 2003
and China was in 2007. Currently
o As Internet usage is directly related to rise of e-commerce, a
comparison between China and India shows that India in far
behind China, which is estimated to touch $450 billion this year
from over $300 billion last year

STATUS OF E-COMMERCE IN INDIA & CHINA


o IAMAI Chairman and Google India Head Rajan Anandan said the
massive growth has come at the back of strong growth in Internet
user base.
o In 2013, China had 618 million PC and 500 million Internet users.
By 2016, this is estimated to grow to 790 million for PC and 690
million mobile Internet users. Compared to that, India has 243
million Internet users.

INDIA V/S CHINA E-COMMERCE MARKET

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 &

Offline payment method is a minority 15% pay on delivery.

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

FUTURE OF INTERNET ON VARIOUS PARAMETERS


o Processing And Handling Limitations:
The misbehaviour that may be driven by pure malice or selfish interests
is detrimental to the cooperation between Internet users and providers.
Lack of data and service identity is damaging the utility of the
communication System.
Lack of methods for dependable, trustworthy processing and handling
Of network and systems infrastructure and essential services in many
critical environments, such as healthcare, transportation, compliance
with legal regulations, etc.
Real-time processing.

FUTURE OF INTERNET ON VARIOUS PARAMETERS


o Storage Limitations:
The fundamental restrictions that have been identified in the
base function storage of data are:
Lack of context/content aware storage management
Lack of inherited user and data privacy
Lack of data integrity, reliability, provenance, and trust, targeting the
security and protection of data; this covers both unintended disclosure
and damage to integrity from defects or failures, and vulnerabilities to
malicious attack.
Lack of efficient caching & mirroring

Lack of data integration and federated storage solutions

FUTURE OF INTERNET ON VARIOUS PARAMETERS


o Transmission Limitations:
The fundamental restrictions that have been identified in the
base function transmission of data are:
Lack of efficient transmission of content-oriented traffic
Lack of integration of devices with limited resources to the
Internet as autonomous addressable entities

Security requirements of the transmission links

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

o The venerable fax provides a solution to this concern - but raises


others of its own.

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

communicate with their customers, and more importantly


allowing the customers to communicate back to them.

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

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