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INTERVIEW
"I
see Infosys as an agent of change."
-- Nandan M Nilekani
In
the interview, Nandan M Nilekani, Co-Chairman of Infosys,
discusses his new role in the company; his plans to take Infosys
to the next level; the sustainaibility of IT boom in India,
measures to make India's manpower more competent and the factors
that led to the success of Infosys.
© 2007 Rediff (www.rediff.com), June 4, 2007. All Rights Reserved.
Reprinted with permission.
E-CRM
The
Comeback of CRM
-- Andrew Hottell, John Phee , Peter Steljjng and Abhi Rele
Customer
Relationship Management's (CRM) fine reputation has fallen
considerably from when it seemed the magic solution to all
customer relationship problems. Like any tool, however, the
value of CRM depends on how you use it. Strategic intent is
key. You first have to rethink your overall customer strategy
and pinpoint the value CRM can generate in the context of
your unique positioning with customers and against competitors.
With the right CRM strategy in place, CRM initiatives will
not only differentiate your company from competitors but may
also allow you to capture long-term competitive advantage.
© 2007, A T Kearney, Inc. (www.atkearney.com). All Rights
Reserved. Reprinted with permission. Originally published
as "CRM Take/Two: Despite Failed Implementations, CRM is Making
a Comeback."
E-CRM
The
Customer Decision Engine : The Next Evolution of Campaign
Management
The
Customer Decision Engine (CDE) is a framework that integrates
both front and back office systems in order to coordinate
targeted customer communications across sales, service, marketing,
field service, logistics and other customer-facing departments
within an organization. The article examines the business
trends that are driving the need for CDE, its technology components
and how by implementing various CDE capabilities, organizations
can become customer-centric.
© 2006 Unica Corporation. All Rights Reserved. Reprinted with
permission.
E-CRM
Attaining
Cutting-Edge CRM from Existing Systems
-- Vincent Dell'Anno
Focusing on individualized customer service can be achieved
by adapting new Customer Relationship Management (CRM) technology
to existing tools, opening channels for increased profit and
providing better-managed customer interactions.The article
explains how to get more value from CRM by developing and
deploying rules and analytical models and layering adaptive
capabilities onto existing CRM systems.
© 2007 Fair Isaac Corporation. All Rights Reserved. Reprinted
with permission.
E-TECHNOLOGIES
RFID
Technology : The Promise and the Pitfalls
-- Pankaj M Madhani
Radio
Frequency Identification (RFID) is evolving as a major technology-enabler
with many promising real-life business applications. It can
capture data easier and quicker than bar codes; it does not
depend on the position of the label; and objects need not
be in the line of sight to be scanned. RFID potentially promises
to revolutionize the entire supply chain, by improving its
efficiencies and overall business intelligence, thereby reducing
the cost.
© 2007 IUP . All Rights Reserved
E-ENVIRONMENT
Broadband
Revolution : Impact and Issues
-- Subhasis Ray
The
Internet access technology is witnessing rapid changes over
the years. Presently, the emphasis is laid on the availability
of high-speed, secure, and economically-viable access. Technology
has shifted from dial-up to broadband access over wired or
wireless or hybrid connectivity. This article examines the
technological growth in broadband arena, its usage in knowledge
economy, security and policy-related issues. It also recommends
a set of best practices to overcome these issues.
© 2007 IUP . All Rights Reserved
BOOK
REVIEW
Redefining
Customer Value
-- Editor: Kaushik Mukerjee Reviewed by G P Mrudhula
Offering
optimum value to the customers is an area which every senior
marketing executive is focusing upon. This focus has changed
the way in which businesses operate. Redefining customer value
is one of the aspects to revive the business and the market
position. Customer value can be redefined to obtain better
results; it helps to identify how repositioning the performance
would build up a competitive edge over other companies.
© 2007 IUP . All Rights Reserved
CASE
STUDY
Dell's
Supply Chain Management Practices
-- Vivek Gupta and Indu P
US-based
Dell Inc., one of the leading PC manufacturers in the world,
pioneered a unique model of selling PCs directly to the consumers,
bypassing the resellers. The model is popularly known as the
Direct Model. The case describes this model in detail and
explains how it enabled Dell to manage its supply chain efficiently.
In the third quarter of 2006, Dell's major competitor HP had
overtaken the company in terms of market share to become the
top PC manufacturer in the world. The case examines how Dell
planned to consolidate its supply chain and manufacturing
activities globally, and venture into retail business in order
to regain its leadership status.
© 2007 ICMR. All Rights
Reserved. For accessing and procuring the case study, log
on to www.ecch.com or www.icmrindia.org.
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