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  • Emerging Technologies: Integrated CRM

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    ajish1234
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    This document discusses emerging technologies in integrated customer relationship management (CRM) including e-commerce platforms, mobile and digital TV channels. It also summarizes business process outsourcing (BPO) and how companies outsource processes like call centers. Application service providers (ASP) are covered, explaining how they provide software applications on a monthly user basis, handling infrastructure. Different types of ASPs are defined. Finally, business service providers (BSP) are introduced as outsourcing various business functions and services.

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    This document discusses emerging technologies in integrated customer relationship management (CRM) including e-commerce platforms, mobile and digital TV channels. It also summarizes business process outsourcing (BPO) and how companies outsource processes like call centers. Application service providers (ASP) are covered, explaining how they provide software applications on a monthly user basis, handling infrastructure. Different types of ASPs are defined. Finally, business service providers (BSP) are introduced as outsourcing various business functions and services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    1 views6 pages

    Emerging Technologies: Integrated CRM

    Uploaded by

    ajish1234
    This document discusses emerging technologies in integrated customer relationship management (CRM) including e-commerce platforms, mobile and digital TV channels. It also summarizes business process outsourcing (BPO) and how companies outsource processes like call centers. Application service providers (ASP) are covered, explaining how they provide software applications on a monthly user basis, handling infrastructure. Different types of ASPs are defined. Finally, business service providers (BSP) are introduced as outsourcing various business functions and services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 6

    Emerging Technologies

    Integrated CRM
    Marketing Customer Service

    Sales
    Integrated CRM

    Engineering Depts.

    Emerging Technologies
    E-Commerce CRM Platform
    Live Agent Automated IVR Web and E-mail Services

    Other Channels
    Mobile Interactive Digital TV

    BPO(Business Process Outsourcing)


    Why BPO? Processes Outsourced
    Call Centre Direct Marketing

    Customers attended Customers happy

    Application Service Providers(ASP)


    Provides Application Software(per user per month) Services provided by ASP
    Hardware , Operating System, Database, Network Platforms

    Why ASP?
    Wesbourne Electric inhouse implementation cost $350000,Setup time 2 Months ASP solution cost was $200 per user per month, Setup time 4 days

    Different types of ASPs


    Enterprise ASPs Local/Regional ASPs Specialist ASPs Vertical Market ASPs Volume Business ASPs

    Business Service Provider(BSP)


    Most of the business processes are outsourced Services provided
    IT Real Estate HR Marketing

    Small and medium sized companies opt for BSP

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