Homework Title / No. : ________2____________Course Code : ____631_____ Course Instructor : __Mr. Rahul______________ Course Tutor (if applicable) : _Mr.

Aashish Sharma_ Date of Allotment : ___27-02-2012________ Date of submission : _____22-03-2012__________ Students Roll No._3470070103 & 3470070097__ Section No. : _____Q3702_________ Declaration: I declare that this assignment is my individual work. I have not copied from any other students work or from any other source except where due acknowledgment is made explicitly in the text, nor has any part been written for me by another person. Students Signature : _Pushpander & Amaltas_ Evaluators comments: _____________________________________________________________________ Marks obtained : ___________ out of ______________________ Content of Homework should start from this page only:

Peer Rating:Pushpander-10 Amaltas-10

SWOT Analysis of EMC2

CUSTOMER RELATIONSHIP MANAGEMENT Overview Smart organizations are focusing on driving customer service and satisfaction, creating tailored marketing experiences, and increasing efficiency in the sales process. EMC2 Consulting helps by creating a customer relationship management (CRM) system that supports business strategy. Approach & Strategies used by EMC2 EMC2 Consulting helps to develop and prioritize requirements defined by business strategy. To develop a CRM system with complete understanding of business from sales and marketing to operations and service, including the employees, partners, and customers that are involved in the processes. To create a successful CRM project: Prioritize initiatives and align them with your corporate strategy. Help you envision, estimate, and design your project. Architect, install, configure, and integrate your system. Train employees, migrate data, deploy the system, and provide support activities. Measurable Outcomes EMC2 Consulting helps to implement a CRM system that will improve customer relations, sales performance, and efficiency.

Aligns business strategy and CRM strategy. Obtains cross-functional buy-in from Marketing, Sales, and Service. Takes a disciplined approach to rolling out the system. Ensures end-user adoption. Methods used by EMC for Acquisition of data Data acquisition is the process of sampling signals that measure real world physical conditions and converting the resulting samples into digital numeric values that can be manipulated by a computer. 1. 2. 3. 4. 5. 6. Social networking websites Acquisition of Various Data Research companies Big Data Pivot Labs Likewise SNMP: Using SNMP (Simple Network Management Protocol) to access traffic counters or other readings from SNMP enabled devices. 7. Sniffing: Looking at incoming/outgoing network packets that pass through a network card of a computer (so called packet sniffing) 8. NetFlow: Analyzing Cisco NetFlow packets sent by Cisco routers 9. Latency: Monitoring performance of a data line or a device by measuring PING times 10.Data Mining 11.Data Warehousing 12.Data Encapsulation Customization methods used by EMC 1. Method Server 2. Documentation 3. Content Server 4. Documentum Software 5. Java Method Server

Customer Privacy data Policies of EMC General Information-EMC Corporation and its subsidiaries respect the privacy of our customers, business partners, and other visitors to our websites who may choose to provide personal information. We recognize the need for appropriate protections and management of personal information that you provide to us. This Privacy Statement will assist you to understand what types of information we may collect, how that information may be used, and with whom the information may be shared. Choice and Access The decision to provide personal information through this website is voluntary. If you do not provide the personal information requested, however, you may not be able to proceed with the activity or receive the benefit for which the personal information is being requested. EMC strives to keep your personal information accurate. We have implemented technology, management processes and policies to maintain data integrity. We will provide you with access to your information when reasonable, or in accordance with relevant laws, including making reasonable effort to provide you with online access and the opportunity to change your information. To protect your privacy and security, we will take steps to verify your identity before granting access or making changes to your personal information. To access and/or correct information, you can do so online or notify us via the appropriate method below depending on which site is at issue. We will retain your personal information for as long as your account is active or as needed to provide you services. Security of Personal Information EMC is committed to taking reasonable efforts to secure the personal information you choose to provide us. To protect the privacy of any personal information you may have provided, EMC employs Internet firewalls, intrusion detection, anti-virus protection, and network monitoring, and, where appropriate and required by applicable law, Secure Socket Layer (SSL) or similarly encrypted browsers. If a password is used to help protect your accounts and personal information, it is your responsibility to keep your password confidential. Display of Advertising EMC collects and/or logs Internet Protocol addresses, Internet domain names, the web browser and operating system used to access the EMC website, the files visited, the

time spent in each file, and the time and date of each visit. EMC collects these through the use of log files and web beacons. EMC also uses cookies on some of its websites. Cookies are identifiers that can be sent from a website via your browser to be placed on your computer's hard drive. Thereafter when you visit a website, a message is sent back to the web server by the browser accessing the website. You may elect not to accept cookies by changing the designated settings on your web browser. However, not utilizing cookies may prevent you from using certain functions and features of websites. The information collected from the use of cookies is used and analyzed to improve EMC's websites, such as by gaining a better understanding of your interests and requirements regarding our website. Cookies may be linked to your personal information, such as your email address or password. You can set your browser to notify you when you are sent a cookie, giving you the chance to decide whether or not to accept it. Personal Information of our Customers' Clients When we provide services to our customers, in some instances we process personal information about their clients ("Client Information") on their behalf. In these situations it is our customers rather than we who decide the reasons for which the Client Information will be processed. Feedback system used by EMC A feedback system, in general engineering terms, is a system whose output if fed back to the input, and depending on the output, your input is adjusted so as to reach a steady-state. In colloquial language, you adjust your input based on the output of your system so as to achieve a certain end, like minimizing disturbance, cancelling echo (in a speech system) and so on. 1. 360 feedback- 360 Degree Feedback is a system or process in which employees receive confidential, anonymous feedback from the people who work around them. This typically includes the employee's manager, peers, and direct reports.eg-student feedback at lpu in lpu ums navigation. 2. Web-based customer logging 3. Online Forums 4. Call Centers 5. Live Chat 6. Social media 7. Company Feedback online forms

Swot Analysis of HP

Hewlett-Packard emphasizes CRM strategy on minimizing the instances where service agents would support a caller without capturing, tracking, or maintaining critical customer and product information. Hewlett-Packard sought first to determine the business case as a guide for prioritizing system functionality It address any complaints or disputes regarding personal data promptly and courteously. It also

chose a technical architecture flexible enough to scale as Hewlett-Packard's call volumes grow -- which is key, since Hewlett-Packard requires a single system across the world, yet one configurable to specific regional business needs. Addressing Customer service issues For CRM, you can address issues to transform customer experiences, improve customer loyalty, and reduce churn. Provide unified customer access through multiple customer-interaction points, which include telephone, IVR, email, websites, and retail stores. Segment your client base according to implicit and explicit client preferences, behavior patterns, propensity to churn, and lifetime value. Offer a one-stop shop and service across all product lines, services, and service bundles, including fixed and wireless voice and data, content, and entertainment. Generate a 360-degree view of customers and their interactions to provide personalized service. CRM STRATEGY
Convert strategic vision into a clearly defined and understood CRM roadmap that encompasses people, policy, process, data, and technology

Customer centric business performance management approach defining customer metrics & measures, and business intelligence

CRM ROADMAP

HP OFFERS CRM Solutions and Customer Retention Improvement- Our crm services are designed to address pressing business challenges facing our clients. We bring measurable high value to our clients through differentiated industry-tailored services Comprehensive Customer Interaction Outsourcing-HP can provide the complete outsourcing of your customer interaction operations of people, processes, and technologies. This leads to substantial cost and quality improvements. We offer complex multi-vendor management and the ability to manage diverse geographies and customer bases in a multichannel environment.

High-Value Quality Sales and Service-It combine its complex integration expertise and recognized high-quality-delivery to manage end-to-end, high-value customer sales and satisfaction for long term relationship Right Information, Processes and Tools Make the Difference-It provides easy and wide access to data centrally located customer and product data is available across the organization, making information accessible in real time to all customer-facing channels and providing the customer one-touch service. The right information at the right time improves your ability to target, reach and service customers Need For Visibility, Consistency and Integration the visibility in the system ensure satisfied and loyal customers. Maximize Contact Center Performance-HP knows how difficult it is to consistently collect, manage, and process contact center performance data across multiple contact centers and service providers.

CRM STRATEGIES

IMPLEMENTATION

Defining customer System implementation, centricity charter and CRM lifecycle development and upgrades roadmap Solution assessment, Multi-channel, product evaluation, applications and recommendation

full

multi-process

Deep and wide Package implementation of virtually operational all major packages consulting capabilities with superior foundation in customer centricity

TARGET(resolution Full range of integration between of pain at point of customer interaction) CRM and back-office solutions Business Performance Management, Business Intelligence

Offshore development TCO

to reduce

HP is also rolling out Overly plans to enable the call Siebel 7 partner portal for its center to be more efficient company

CUSTOMER DATA ENCAPSULATION Social media site competitions on the sites and also prize as customers will involve himself from which it gains something (hp organize inspire to win a dv6 on its facebook page) and other activities such as ultimate HP fan Online tracking spending habits and user preferences, help to get an overall picture of your target customer rather than profiles of specific users - use Google Analytics. Obtain contact details and name from orders and begin building a transaction history, whether online or offlinea customers face-to-face course --it give a very general idea about who the bulk of your customer are and what demographic and age group they're belong to survey on their business, helps to obtain a fair amount of information by asking details about their profile (gender, age, etc). While some respondents may be reluctant to give their name, some will. For those that don't, you get a clearer picture of overall target customer anyway, which is the aim here.

PRIVACY POLICY Privacy is a fundamental human right and its importanceis increasing in consumer interest. At the same time, governments expect information to drive economic development and consumers expect tailored services and products. There is a need to guarantee the individual rights of consumers and employees are protected and to ensure business continuity and growth in all HP business operations. HP champions privacy as a fundamental human right and speaks as a pro-customer voice at industry and government and conferences.The data privacy principles below are the foundation of the HP Global Customer Data Privacy Policy for customers and applies to any Personally Identifiable Information (personal data) collected, used, transferred and stored by HP.

Notice: it informs all its customer about the data and for the purpose it will be used and to whom or any other party will be provided Choice: HP will ensure that the rights of people must be fully able to exercise their rights. It includes the right of an individual to choose how their data will be utilized and the right to choose whether and how personal data provided is used or disclosed to third parties, where such use is incompatible with the original purpose or authorizations. Onward Transfer: the data will be transferred will the fulfillment of law and agreement. Personal data will only be transferred outside of HP if the receiving party has signed a Personal Data Protection Agreement (PDPA) with HP agreeing to abide by privacy practices that are equivalent to those of HP. In some cases, the individual will be required to give their explicit permission (opt-in) to having their data transferred outside of HP. Security: HP emphasizes on securing of customer data and prevent unauthorized access, maintain data accuracy, and achieve the appropriate use of data, HP has put in place appropriate physical technical and organizational security measures to safeguard personal data. Data Integrity: HP will fully observe conditions regarding the fair collection and use of personal data. HP will collect and process data, only to the extent needed to manage business relationships, to fulfill operational needs and/or to comply with legal requirements. HP will take reasonable steps to see that all personal data is accurate, complete and current. Data Access: HP will provide individuals with reasonable access to their personal data and, when appropriate as required by law and/or HP policies,

allow the individuals the ability to change their data or request the data be changed by HP CUSTOMER FEEEDBACK CUSTOMER REVIEWS-customer can rate the hp products on hp home page and hpshopping.com PHONE ASSIST customers can give their feedback by calling them phone assist are available 24/7 SOCIAL MEDIA-customers can write blogs on social sites eg on facebook ,yahoo hp feedback (https://www.facebook.com/HP) E-MAIL HP-They receives feedback by e-mails from customers and can also interact online with hp

REFRENCES http://www.hp.com/hpinfo/abouthp/government/ww/gib_dataprivacy.html http://www.morebusiness.com/running_your_business/management/d93570591 3.brc.html http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/OverlyAmbitious-45144.aspx.html http://www.hp.com/hpinfo/newsroom/press/2006/061109b.html ftp://ftp-boi.external.hp.com/pub/services/express/info/ex_bi_asseess.pdf ftp-boi.external.hp.com/pub/services/express/info/ex_crm_healthcheck.pdf Gilbert, T.F. (1978). Human Competence: Engineering worthy performance. New York: McGraw-Hill. Krause, T.R. (2004). Behavior-based safety pitfalls and pointers. . Industrial Safety & Hygiene News. Retreived February 2, 2004, from http://www.ishn.com/CDA/Article_Information/BehavioralSafetyItem/0,3563,3 322,00.html Mathis, T. (2004). How to deal with observer burnout. Industrial Safety & Hygiene News. Retrieved February 2, 2004, from http://www.ishn.com/CDA/Article_Information/BehavioralSafetyItem/0,3563,2 783,00.html Tosti, D.T. (1986). Feedback Systems. In Introduction to performance technology (pp. 150-169). Washington, D.C: National Society for Performance and Instruction. /Consulting%20%20Master%20Data%20Management%20-%20EMC.html http://www.emc.com/services/consulting/application/offerings/customer-relationshipmanagement.htm

http://www.emc.com/legal/emc-corporation-privacy-statement.htm