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Transcript of Flat World Crm Booklet
8/8/2019 Flat World Crm Booklet
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Wo r l d
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F l at W o r ld C R MI n f o s y s ’E n d - t o - E n dC R MA p p r o a c h
Flat WorldCRM is Infosys’com prehen siveC R Mapproach
to help our clientsW in in the Flat Worldthrough Innovation,Speed
and Pr edictability.
Flat W orld CRM is designedbased on experiencegainedthroughhundredsof engagementsaroundthe world
in key focusindustries ,leveragingour Global
DeliveryModel,and passionfor innovation.
2 E m b r a c eI n nova tio n ,Win i n t h eF l a tWo r l dF l at W oI n f o s y s ’E n d - t o
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C R MP ra c t ic eP r i n c ip le s …
C u s t o m e rVa lu e Createcustomervaluethat keeps our clientscoming back
I n d u s t r y Pro videdeep indu stryexp ertise& ind ustryspec ificsolutions
S e r v i c e s
Deliver consistentend-to-endofferingsto help thru the entire
lifecycle, anywhereon the globe
R O IBringthe best in insightand thoughtleadershipto createeffective & efficientCustomer-CentricOperations
Peo p le
I n nova t i o n
Growand trainwo rldclass consultantswithcompetenciesan dskillsets to matchmarketdemand
System atica llyfocuson innovationand cus tom ervaluetocreate sustainablecompetitiveadvantages
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1 C R MVision
In fo sys Performs
In 200 7,Infosysbeca meth e 1st IT Consu ltingand Service scom pany, wo rldw ide,to be inductedinto the H
of Fam ef or St ra tegy Ex ec ut ion. Thisaward is institutedby the BalancedScorecardCollaborative,USA
is assessed by a juryh ead ed by Dr. Ro bert S . Kapla n(Ha rva rdBusin essSchool).
Infosyswork s withlead ingglobal Fortune500 clientsto assist them in aligningtheir
businessobjectivesand technologyinitiatives throughvisioning, planning,and
executionof cost-effec tiveC R Mstrategiesfor sustainablerevenuegrowthand
superior customer experience.
C R MS t r a t e g i cA l i g n m e n t
C R MVi s i o n i n g
C R MB u s i n e s sC a s eD e f i n i t i o n
C R MO p e r a t i o n a lD e s i g n
C R MR o a dM a pD e f i n i t io n
C u s t o m e rE x p e r i e n c eS t ra te g y
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E x e c u t i onCR M V i s i onCR M
CRMg a n i z a t i on
I n n ovat ion To t a l
S p e e d
P e r f orCR MO r CR M m a n c e
Da taCR M
P r e d i c t a b i l i t y CRMa t i o n sCR M O p e r
Tech n o l o g y
L A G G I N GM A I N
S T R E A ML E A D I N G P I O N E E R
A
Thefullbenefitsof CRMcan be derive don ly by aligningbusine ssobjective s,customeropera tion s,and
und erlyingprocesses and technologies. Throughits CRMVisionservices,Infosyshas helpedmany
clientsachieve desiredbusinessobjectivesand convertC R Minvestmentsinto tangible benefits.
⇒ PragmaticCR Mstrategy, vision,and road
map alignedto tangiblebusiness benefits
⇒ OrganizationalCRMmaturity, maturity
VISIONINGBESTPRA CTICE:E X A M P L E
EstablishingCapabilityMaturityKeyto IdentifyOpportunitiesInvestonly inareas that are alignedwiththe strategyand affectthe business.
1. Accountmanagement
2. Activitymanagement
3. Calendar
targets,and gap bridgingstrategy
⇒ Value drivenbusinesscase and benefits
realization methods
4. Campaign
management
5. Contact management
6. Customer analytics
7. Forecasting
8. Management
reporting9. Opportunity
management
10. Quote management
11. Service requests
12. Claims management
13. Wellness management
H IG HVA L U E
Priority for design and
configuration. Customization as
required.
BModerate designand
configuration.Minimal customization.
UtilizeChange Managementto adoptC OT S
C process. No customization.
14. Team collaboration LOW VA LU E
⇒ Prioritized,valuedrivenCRMroad-map Current Capability DesiredC ap ab il it y C ap ab il it yG ap Potential RoadmapMilestones
C l i e n tC a se S t u d y
A leadingCommunications ServiceProv iderengagedInfosy sto developa comprehensive
CRMvision,strategy, and roadm ap.Follow ingthe roadmap,we worked together in the
deploymentof an integratedCRMsolutionand technology platformthat en hanced
customer relationships, redu ced time to market for campa igns, and implemented
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effectiv
e
repo rt ing andanalytics,significantlyim pr ov ingsalesopera tio ns anddecisionmaking.
5
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2 C R MPerformance 93.94%
In fo sys Performs
Of all ourprojects,93.94%wereon-timeand
on- budget.The industryaverag eis around
50%.
Infosys’metricsdrivenPerform anceImp rovem entapproachis helping our global
clientsto assess, create,capture,and measure tangiblebenefitsand businessvalue
associatedwithC R Minvestmentsand initiatives.
Assess Create
V R M
Capture
C R MB e n c h m a r k i n g
C R MPe r f orm an ceM a n a g em e n t
C R MVa l u eR e a l i z a t i o nM o d e l( V R M )
C R MP ro c e ssR e d e s i g n& H arm o n i z a t i o n
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To t a lCR M
Compan iescon tinueto makesignificantinvestmentsin C RM
initiativesand technologies, but onlya few achieveand/orm easure
anticipatedbenefits.Infosys’C R MValue RealizationModel (V R M )
is help ingour clien tsto effectivelyrealizetangible benefits.
⇒
Alignmentof businessobjectivesto performanceimprovementinitiatives, metrics,and shareholder
value
⇒ Tangiblebusinessvaluerealizedthrougheffectivebusiness
processes
⇒ Benchmarkingof business processesand C R Mtargets to
C R MValue
RealizationModel
Competitiveness
Framework
BusinessGoals
leading CR Mindicators⇒ Institutionalizedvaluetrackingmechanismsand
accountability
T OTA LCRMBusinessTransformation
C l i e n tC a se S t u d y
A leadin gfinanc ialservicescom panyeng agedInfosy sto enhanceservicedeliveryprimarily
thru cal l cen terand branch opera tions.Infosysdeve lopedand implem enteda pragmaticroad
map linkedto performanceimprovementinitiatives and the bank ’s customerservicemodel,resulting in an im pr ov ed cus tomer satis fact ion score by 5%, a redu ction of
total cost of
custom er contact by 56%, and a grea tly im proved resp on se time of 15 seconds.
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3 C R MOperations 92.07%
In fo sys Performs
Since1 995 ,92.07%of our clientskeep returnin
for additionalvalueaddedservices.
Infosysleverageshigh-impactCustomerOperations offerings andinitiativesto help
leading organizationsincreaserevenue,contain costs, and achievesuperior
customer experience acrossmarketing,sales,services,contactcenters,and billing
operations.
C R MO p e r a t i o n sO p t im i z a t i o n
C R MPo r t f o l io R a t io n a l iz a t i o n
C R MM a n a g e dS e r v i c e s
C R MC o s tC o n t a i n m e n t
C R MRev e n u eO p t im i z a t i o n
C R MLoya l t y& C u s t o m e rE x p e r i e n c e
C R MC e n t e ro f E x c e l l e n c e
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E x e c u t i onCR M V i s i onCR M
CRMg a n i z a t i on
Inn ovation
To t a l Sp eed
P e r f orCR MO r CR M
m a n c e
D ataCR M
P r e dic ta b ility CRMa t i o n sCR M O p e r
Tech n o l o g y
Excellen cein custom eropera tionswill continueto characterizeleadingcustomer-centricorganizations.In
CustomerOperations best practicesand services
offeringshelp our clients to sign ifican tlyenhanc e
the Customer Experience while improving
revenue
Custom erOperations B estPractice(Example):
Buildan OperatingModelThatAllowsfor Piloting& Proof of Concepts
Stay Adaptive& Relevant
and containingcosts.
⇒ Optim ized custom er operations and related
business processes
⇒ Tangible revenue enhancements; cost
reductions; and customer experience
improvements impacting: retention,
market
Customer InteractionExecute personalized interactions
with consistentquality across
customer channelsin a measurable
pilot
Keytoolsand concepts:
• Customer interactionstrategy
• Customer servicestrategy/technology
• Fulfillmentstrategy an d process
• K e yaccount management&
process
• Salesforce
automation/effectiveness• Consultative/value basedselling
• Customer touch point analysis
• Voiceof the Customer
Customer
InteractionO p era t in g
M o de l
Customer
Strategy
Customer
Insight
Customer InsightKnowyour markets, cust
and prospects bettertha
competitor, and develop
hypotheses basedon the
insights
Keytoolsand con• Customer Interaction
• MarketAnalysis
• Customer Segmentati
• Customer Value Assess
• Offer Assessment
• Produ ctPortfolioAsses
• CompetitiveAssessme
• CapabilityAssessmen
share, and bottom line
⇒ Robust CRM Solutions supporting business
growth and adaptability of Customer
Operations
Customer StrategyDefineproductand serviceofferings
and channelstrategies which
maximizevalue foryouan d
customersto enablehypothesis
Keytools andconcepts:
• Brandstrategy& tactics
Value proposition
• Product portfoliomanagement
• Channelstrategy
• New product de
• Pricingand
revenue
management
C l i e n t
C a se S t u d y
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In
fo
sy
s
d
esig
n
e
d
a
nd
i
m
pl
e
m
e
nt
e
d
a C R Msolution whichstream linedthe sales globalbusinessprocessesfor a leading
logisticsand transportationorganization.K ey results include a single global CRM
sales platform, consolidated operat ions, increased
transparency of cu stom er informa tion, better sales pip el ine vi sibi lity, and
enhanced
cross selling/up-selling.
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4 C R MTechnology 99.998%
In fo sys Performs
Since2002 ,our projectshave producedtechnol
that is 99.998%error-free.
As the pioneerof the GlobalD eliveryM od el,Info syshas work ed withtho usandsof
clientsin the design,development,configuration,integration,testing,
implementation,deployment,sup po rt,and main ten anceof superiorbusinessdrivenI T
solutio ns ,by levera gingleading business and info rm ationtechnologypracticesand
commercia llyavailab lesoftw arepackagesand C R Mtechnologies.
C R MP a c k a g eS o l u t i o n s
C R MA r c h i t e c t u r e
C R MI n f r a s t r u c t u r e
C R MA p p l i c a t i o n sI n t e g r a t i o n
C R MC u s t o mS o l u t i o n s
C R MT e s t i n gS e r v i c e s
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CRM business strategy is most successful when effectively executed and supported by robust technology.
Infosyshas worked with leading global organizations to deploy
world-class CRM technology solutions successfully aligned
to business strategy and objectives.
⇒ Realizecost-effective C RM Solutions, implemented
on time, within budget and aligned to business
benefits
⇒ Reduce Total Cost of Ownershi p and integrate end-to
end services; from business concept to technology
implementation and support
⇒ Benefit from increased value-add resulting from the
use of our world class implementation
methodologies,managed services, and Global
Delivery Model
FlatWorld CRMImplementationMethodology
C l i e n tC a se S t u d y
A leadingmobile computing organization engagedInfosysto implementa comprehensive
CRMsolutionacrossmultiple countries. Infosysexecutedthe solution design,
development,and deployment of the SiebelCustomerServicesolution resultingin a more
effectiveserviceorganization, red uc ing call ha nd ling t im e, min im iz ing pro du ct returns,
increasing
en terprise supp ort revenue, and im proving overall bus iness performance.
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Deliversrecomme
racticalndations
Delivers busine
gnificantss insight
ovides prope
Demonstratesd creativea
quan
financial be
tified
nefits Helps
moreclient becocompetitive
I m p o r t a n c e
5 C R MData
Client Value SurveyResults
7
6
5
4
3
2
r amountof fact-based
nalysis
me
In fo sys Performs
Info syscon tinuesto rece ivethe
highest satisfaction score sfrom our
clients.1
1 2 3 4 5 6 7
Performance
Infosys’data managementserviceofferingsassist our clientswith the designand
implementationof effectiveC R MData Govern anceand Steward shipmodels,
Cu stom erData Integ rationSolution s,and Data Cleansingand ConversionSo lutions
associated with customer operationsand new initiatives.
C u s t o m e rD a t aI n t e g r a t i o n
D a t aG over n a n ce /S tewa r d s h i p
A n a l y t i c s& R e p o r t i n g
M a s te r D a taM a n a g e m e n t
S e g m e n ta tio n ,P e r s o n a s
D a t aA u g m e n t a t i o n
C l e a n s i n g& C o nve r s i o n
12
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E m b r
a c e
I n nov
a ti o n ,Wi n
in th eF l a t
Wo r l
d
F l at W o r ld C R MI n f o s y s ’E n d - t o - E n dC R MA p p r o a c h
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To t a lCR M
1
3
Infosys’ CRM Data Integration services are designed to provide an
architecture, platform, and on-going governance structure for a
single,tim ely view of customers across channels and business lines.
We
Custom erData IntegrationSo
strive to provide data integration solutions tailored to the needs
of each particular industry and client.
S t r e a m l i n e dC u s t o m e rD a t aP ro c e sse s& Wo r k f low s
Setup
C u s t o m e rR e p o s i t o ry, D a t ac le an sin g& I n t e r n a lS y n c h
Customer DataRep ository Cleansing
⇒ Improve quality of customer interactions and serv ice with D e l e t e Inact iveInternal syn chto ensurethatal
systemsaccessoneversionof
truth
ubiquitous access to 360° customer information
M aintain F inancesystems
CRMsystems
Other systems
⇒ Infuse your business with agility and efficiency driven by
real-time, high-quality custom er data and analytics
E l e c t r o n i cI n t e g r a t i o nw ith3 r d p a r t yven do rs
U n i f orm g lob a lcu st o m e r H i e r a r c h i e s
Reportinghierarchies
⇒ Accelerate results and achieve better solution quality
Customer
ACustomer
BCustomer
C
Geographichierarchies E
utiliz ing Infosys’ proven m eth od s, tools, andsolutions
Customer Data
Repository
C l i e n tC a se S t u d y
Infosysimp leme nteda C D Isolutionfor a utilitiesmajor to manifesta singleand true
versionof the customer, availableacross enterprisein real-time. K ey benefits
include,seamless integration of CRM and C DI capabilities, closed loop data
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q
u
a
li
t
y,
a
n
d
powerful
custom er
analyt ics
enab ling our
client to
access new
opportunities
and
increase
wallet share.13
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6 C R MOrganization
In fo sys Performs
In 2007Infosyswas rated by Fortune/CN Nas one of the top 10
com pan iesin the wor ldfor its practicestrainingand deve loping
leaders in a globaleconomy.
Infosysoffers world-classtalent and methodologiesto addressOrganizational
ChangeManagement(OC M) ,Training,and Know ledgeM anag em ent.We assistour
clientsto effectivelymanagetransformationalengagementsand institutionalize
pragmatic C R Mgovernanceand organizationalmodels.
C R MB u s i n e s sU n i tC o l l a b o r a t i o n
O r g a n i z a t i o n a lC h a n g eM a n a g e m e n t
T r a i n i n gf o rH i g hPe r f orm an ce
C R MGov e rn an c e
C R MK now le d g eM a n a g e m e n t
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Two critical success facto rs for transfo rm ation al pro ject success are
user adoption and stakeholder engagement. This can only be
achieved through proactive, integrated project governance and
organizational change management. Infosys imbeds these activities
into the core structure of transformational projects, effectively
reducing risk and increasing project effectiveness.
OrganizationalChangeManage
Methodology
C h a n g e
⇒ Achieve projected returns and intended impact of
initiatives and programs
⇒ Facil i tate successful so lu tion adop tion and stake ho lder
engagement and buy-in
⇒ Effectively train project personnel, solution users and
stakeholders, leveraging our world class trainingand capability building expertise and solutions
C u l t u r e
Jo ban d
O r g a n i z a t i o n
D e s i g n
S t rat egy a n d
Vi s i o n
O C ML e ad e rsh ip
New Ways
o f Wo r k i n g
d
C l i e n tC a se S t u d y
Infosysworkedwith a leadingfinancial servicesorganizationto increasethe sk ill- focusof their Shared Services organiza tion while improv ing process and org an izat ional efficien cy.Infosyswas able to assist this clientto realize va luab le stak eholder engagement,
organizational tr an sp aren cy, and effective co mm unic ations, significantly increasingov erall customer satisfaction. Th e im plementa tionof a Cen terof Excellence generatedimp rovedcusto me rfocu sand long-term sustainableresults.
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7 C R MExecution
In fo sys Performs
InfosysPM Elite is a dem and ingand rigoro usProjectManag ementCertification
Fram ew orkdesign edto dev elopwo rld-clas sInfos ysprojec tm anag ers.The
demanding cap abilitie srequi redfor certi ficatio nmakeit uniquein the industry. T
framework is also alignedwith the Proje ct Ma nag em ent In stit ute ( P M I).
Vision& stra tegycan on ly materializethroughsuccess fulexecutio nand effectiv e
Program/ProjectManagement(PM ).Info sys’PM methodologyhas been appliedto
thousandsof globalengagementsand is specificallydesignedto address the multi-
disciplinary aspects of com plexCRM businesstran sform atio nand businessdriven
I T implementations.
P r o g r a m& P r o j e c tM a n a g e m e n t( P M )
P r o j e c tM a n a g e m e n tO f f i c e( P M O )
P M / P M OGov e rn an ce
P M / P M OTr a i n i n g
P M / P M OC e n t e ro f E x c e l l e n c e
P M / P M OK now le d g eM a n a g e m e n t
16 E m b r a c eI n nova tio n ,Win i n t h eF l a tWo r l dF l at WI n f o s y s ’E n d -
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To t a lCR M
Infosys PM app roach, tools, and methodology, com bined w ith the experience and caliber of our world-
C RMPM professionals and CRM practitioners, deliver together all the elements required for Excellen
Exec utio nthrough Innovation, Speed, and Pr edicatibility.
⇒ W in Through Innovation: Customer service is necessary but
not longer sufficient for loyalty and reten tion. Faster
Innov ation is
LeveragePM Elite& GDMBestPractices,Toolsand Tem
ForInnovation,Speed, & Predictability
- Design - Implement - Operate
required to stay ahead of competition. Innova tion is notthe
Functionality&
PREPARE ANALY Z E PRO T O T Y PE CO N FIG U RE T E ST IMPL E ME N T SU PPO RT
ExecutionProcesses
“eureka mom ent” but the effec tive execution of visioningand
winning strategies.
⇒ Prevail Through Speed: Time to market and realization of
benefits make the difference between leaders and
followers.Leverage our G DM, tools, and accelerators to
outpacecompetition.
Monolithic
C RM
Black B ox
• CR MAccelerators
• CR MProcess• Templates• CR MBenchmarks
Business Requirements
Decompose
& Analyze
Innovate
& Optimize
• Customer Opera
• BusinessProces
• CR MApplicatio
• CR MTechnolog
Optimizefor
Predictability
⇒ Succeed Th rough Predictability: Nearly 94% of our projects
are executed on time, within budget, and with a 99.998%
error free track record. You can count on us for successful
and timelyenablement of your bu siness C RM strategy.
• CRMPM Templates
• CR MSolutions• RepeatableCode
• Integration
Connectors
• Sequencings
• Shift Optimization
• Tools
Infuse
InnovationOptim
Spe
C l i e n tC a se S t u d y
Infosys is managing a mega-program for a leading C ommunications Se rvices P rovider. Withend- to-end own ership, our 569+ team has developed key strateg ic platforms ba sed on Siebel &
Clarif y while keep ing the "lights on" for existing systems to ensure smooth transition. Benefi
have included a multi-fold increase in "Customer Satisfaction", and a 37% reduction in T C O .
Accordin
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Accordin
g to the
client'sHead of Operations “Our
platformhasnever
been better before”.
17
F l t W ld C R M
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C R M
T o t a l
F l at W o r ld C R MI n f o s y s ’E n d - t o - E n dC R MA p p r o a c h
Infosys’Flat W orldCRM is designedto be flexible
in bringingvalueto yourcom pan yat different pointsof the CRMlifecycle.
Flat WorldCRM can be appliedin a m odularor
integralform ,depend ingon your specifictiming,needs,and requirements.
18 E m b r a c eI n nova tio n ,Win i n t h eF l a tWo r l dF l at WI n f o s y s ’E n d - t
1 5 lI n fo s s 'C R Me n g a g e m e n t s
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1 5 s a m p leI n fo s y s 'C R Me n g a g e m e n t sT OTA LCRMDIMENSIONS
Client Vision Performance Operations Technology Data Organization Execution
G l o b a lH i g hTe c hD i s t r i b u t o r
L e a d i n gC o m m u n i c a t i o n sS e rv ic eP rov id e r
G l o b a lL o g i s t i c sa n dD i s t ri b u t i o nC o m p any
L e a d i n gH i g h -Te c hS erv ice sO rg an iza tio n
L ea d in gFin an cia lIn st i tu t io n
L ea d in gFin an cia lIn st i tu t io n
L ea d in gFin an cia lIn st i tu t io n
L e a d i n gC o m m u n i c a t i o n sS e rv ic e sP rov id e r
L e a d i n gE n e rgy O r g a n i z a t i o n
L ea d in gFin an cia lS erv ice sC o m p any
L e a d i n gD i s c r e t eM a n u f a c tu r in gC o m p any
M a jo rE n e rgy C o m p any
M a jo rM a n u f a c tu r in gC o m p any
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