ruchika@nasscom.in

Customer Relationship Management - It is all about Experience!

Discussion created by ruchika@nasscom.in on Sep 4, 2014

As customers are redefining businesses, raising their expectations, and demanding high levels of satisfaction - technology is offering newer ways to engage with them and altering the speed at which services are delivered. The focus today is creating a wow experience for customers.

The NASSCOM PEM initiative showcases many of such innovative product companies who are the host of products being developed and concentrated around providing efficient methods for enriching customer experiences.

Customer Experience Management i.e., CRM category included software products that address customer-centric business needs enabling sales, marketing, services functions - includes lead management, digital marketing management, customer loyalty management, field service management. Also, includes end-to-end solution and unified platforms automating the entire CRM cycle.

Nearly 29 per cent of the enterprise software applications were focused on Customer Experience Management highlighting the high focus of Indian providers on customer-centric products. The products ranged from integrated CRM suites to market and sales functional CRM software. Some of the key trends are:

  • ~38 per cent of shortlisted customer management software nominations were launched in the last two years 
  • ~44 per cent of the assessed products have been deployed on SaaS model
  • Solutions catering to customer communication enablement form a significant component of the offering segments 
  • Indian ISVs are focusing more on telecom and BFSI verticals

Heartiest Congratulations to all the products and companies featuring on Product Excellence Matrix!

We inite all of you to trigger some discussions and write  about your experiences with this initiative. We urge your participation to take these discussion to the next level and keep sharing your experience with PEM and how it is making an impact on your growth journey.

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