What are the various CRM solutions offered by NCR? There are two sides to the CRM story. First is understanding the customer - which is having a complete datawarehousing solution starting with business consulting services and many technology enablers for creating data warehouses. Second is leveraging the Internet knowledge to take action with the customer which would mean using these applications to serve the customer base. For this we have a suite of services which go through the customer communication process from analysis to execution.
The process that NCR CRM solutions provide for managing and growing customer relationships is: n Event detection which identifies significant or relevant changes in your customer's behaviour.
Communications Management that helps plan and prioritise communication across all the customer touchpoints to ensure that the channels most likely to succeed are used first.Which are the sectors that have adopted these solutions most?
The applicability of what we do covers all industries. Currently in India, Banks and financial institutions constitute much of the demand. This is also because the RBI has dictated that they must have a data warehouse strategy by March this year and a data warehouse solution by March 2002. This is driving a lot of interest in what we do. We are also talking to a number of companies from the various sectors such as telecom, airlines, retail. All these will gather momentum. I feel that we have not even scratched the surface of the opportunity that exists here.
Who are your major global clients and how have these solutions been deployed by them?
Royal Bank of Canada, Far EasTome Telecommunications, Delta Air Lines are our clients, to name a few. Take the case of Delta Airlines - With up to 27 stand-alone data marts, the company found it difficult to correlate information across the organisation. The airline then set out to develop an enterprise-wide strategy to address its information needs. After implementing NCR Teradata @ctive Warehouse, they saw an increase in revenue to the tune of millions of dollars and decreased costs, and a better understanding of their customers and operations.
How do you perceive the CRM scenario in India and what are your plans for this market.
The market is exploding. We have established ourselves as a serious player. There has been a lot of investment in terms of development activity. We have 1,000 people working on Teradata, from places like Satyam and Wipro to name a few. We already have offices at five locations and we plan to expand geographically. Exponential Growth is the future plan for NCR in India. We will establish ourselves as the preeminent datawarehouse.
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