Customer Interaction Centre [CIC]

Customer Interaction Centre [CIC]
Functions…
Intelligent routing Quality management
Customer service / support Case based reasoning
Field service disputes Knowledge repositories


Business challenges of CRM
End user driven methodology Application design approach
Lack of appropriate executive sponsorship Over automation
Lack of cultural preparation Poor accounting for extensibility
Poor support for mobile synchronization Lack of appropriate network
infrastructure


Emerging impact of e – Commerce on CRM
1 Speed People expect services at internet speed
2 Increase in globe
market place
Global relationship
3 Around the clock
availability
Internet offers around the clock availability of
goods and services
4 Expansion of partners internet offers partner with suppliers and
customers alike across the globe
5 Disappearance of time
zone
The only time zone applicable is internet time
zone
6 Vertical E Market place Buyers & sellers can meet / list / negotiate /
order track delivery
7 Horizontal market place Services that run across different vertical market
place / B2C
8 Use of internet to
optimize " Supply Chain
Management"
Optimize SCM across partners


Business Drivers of e - Business
Industry consolidation Increased competition
Globalization Demand for new services
New business opportunities Product communization

Evolution theory
 Phase I
The beginning / traditional method
Network within organization
 Phase II
Extension of access of network to suppliers
EDI – Electronic data interchange
Better planning / reduce inventories
Improved turnaround time
 Phase III
Network at the distributor
High cost of connectivity
Incompatible software
 Phase IV
Internet is directly connected with both the supplier & the end
user without big investment