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December 26, 2011

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Listed below are links to weblogs that reference CRM 2012 Forecast–The Era of Customer Engagement Begins– Part II:

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Achmad Sofyan

dear all,

first i will introduce my self to all of you, my name is Achmad Sofyan, studying at National Hotel Institute Bandung, Indonesia. Majoring Hotel Administration. Actually my final test of thesis will be held on next november 2012 and i am likely graduate in that month. But, my lecture gave me take home test in Strategy Business Hotel course, and the question is, Lecture: Tell me, what is the definition of "Marketing for 4.0" and how to how to apply it?

Please Gentlements i really need your help for this, because i have no idea to answer this question, i already googling but it doesnt help me a alot. i really appreciate to all of you who response this comment.. thank you so much for your cooperation

best regard,

Achmad Sofyan

Myriam Spencer

"The man who will use his skill and constructive imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed." - Henry Ford

Karl Wirth, www.apptegic.com

Paul,

Thanks for this article. I agree that the era of Customer Engagement has begun and it is exciting.

There is the social side which is focused on listening and responding to what customers say...and encouraging them to say more to the business and to one another.

Another important aspect of customer engagement is "listening" to what customers DO in and with our businesses and responding to that. Gamification is one means of doing some of this but it is not necessary to gamify your app or business to listen and respond to what customers do. My company, Apptegic, is providing another way to do this.

What are your thoughts on this aspect of customer engagement?

Karl

Dominique Levin

I would love to see a greater focus on Customer Engagement POST purchase. Rather than through interaction with the sales and marketing engine of a company, Customer Value gets delivered AFTER you start to use a product.

With the rise of cloud apps, subscription services and free trial or freemium models, I also believe there is a macro-trend towards the product or service itself becoming a primary CHANNEL for sales and marketing (and customer communications).

Looking at the trends in your blog, I believe:

1) companies will increasingly use gamification into the product or service itself, rather than just it’s sales and marketing

2) a new group of insights vendors emerge to track the interaction of the customer with the online service itself and to manage customer engagement post sign up

3) nurturing post-purchase means deciding if and when customer interaction in app, via e-mail or by phone is called for to help with helpful tips and to upsell (I prefer: upserve) customers (and prevent churn)

I would love to give you a demo of www.totango.com some time which can help with 2) and 3) and brainstorm on where this is all going in the future.

FuzeDigital

Hey Paul:

Great post that calls out lots of important trends in the market.

One area that I would expand on is Knowledge Management.

Beyond more freely pulling in disparate content into KBs for seeding new content, I see more focus on keeping existing KB content fresh, insightful and useful by infusing gamification techniques directly into knowledge bases to measure and motivate participation. KB content that is editorially controlled and that the brand will stand behind still supports an important need, but the value can only be sustainable when the KB content continues to evolve with relevant stakeholder insights. We consider gamification to be an important delivery component in our reputation engine used to measure and motivate, but beyond just rewarding participation (where everybody earns a trophy), we believe the focus needs to be on identifying and rewarding specific demonstrated expertise at a granular level.

The other thing I would expand on in Knowledge Management is the continued convergence of knowledge sharing across an organization's entire ecosystem, rather than being segmented for internal and external consumption. Organizations are starting to realize that they are often best served by tapping into the individual and collective knowledge of all their stakeholders, but they want to do so by selectively bringing together the people with the right context, knowledge and experience to add value towards positive and sustainable outcomes, depending on the subject matter.

Best, Chuck Van Court

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Rahul Sheth

Hi Paul,

1. We are the only new entrant in the ultra-scalable CRMs in the last decade which is still dominated by Siebel. By ultra-scalable I mean a single implementation at HDFC Bank (where we replaced MS Dynamics) with 18000+ users, across 2500+ branches, managing 25Million customers, 65 Million product holdings and a live database of more than 1.2 Terabytes. By end of this year it will become the largest CRM implementation in Asia.
We run a single code base for our SaaS as well as OnPremise offerings.

2. We are the only CRM product having this capability. This gives our product (CRMnext) the flexibility in large enterprise implementations and feature depth in SaaS offerings.

3. We have completely bootstrapped on our revenues. We have consistently aimed towards maximizing excellence because we do not have to look at quarterly profits. That is why in a difficult market like India we have thought leaders in all verticals as our customers. To name a few in banking we have HDFC Bank, in asset management we have Reliance Capital (largest mutual fund house in India), in media we have TV18, in insurance we have TATA AIG and so on. To us picking up deals with thought leaders is natural. Now we are looking at 2nd level of companies who tend to follow the thought leaders.

Some of our marquee implementations:
HDFC Bank
CRMnext Users: 15,000+
Industry: Banking and Financial Services
Database Size: 1.2 Terabytes(2008-2011)
Customers: 25 Million+
Product holdings: 65 Million+
Workforce: 55,000+
Cities: 1,000+
Branches: 2,500+

Reliance Capital Asset Management
CRMnext Users: 1500+
Investor count: 7.2 Million+ folios
Branch locations: 400+
AUM: INR 1,02,066 Crore (USD 25516 million)
Industry: Asset management


Awards won by CRMnext customers

Reliance Capital Asset Management Limited:
Won the prestigious US based, 2010 CIO 100 award.
The 2010 CIO 100 Awards is presented by the CIO magazine & honors 100 companies worldwide that are creating new business value by innovating with technology. Vinay Nigudkar, CTO, Reliance Caital Asset Management Limited has been awarded this honor for implementation of the CRMnext System that integrates sales force automation, lead management, customer service and other sales and analysis applications. What makes this award more special is that Reliance Capital Asset Management Limited is the only Indian Company to receive 2010 CIO 100 award.

HDFC Bank:
IBA Banking Technology Awards 2010 Winner – Best Customer Initiative
This was awarded for steps undertaken to strengthen relationships with its customers in the area of retail, corporate, rural banking. Improved CRM techniques resulted in increased customer base and loyalty.

We would love to participate CRM Watchlist 2012. Looking forward to your reply.

Donal Daly

Paul,
Great post as usual.
Should we be concerned that tying Insight to 'social' might encourage people to think that Insight is not necessary in other areas. I get the references to analytics and big data in the post, but should Insight not be equally valuable across all business applications?
Happy Holidays - Donal

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