Question 1. Write about the market for Enterprise Application in India covering ERP and CRM as well.
Stress on the growth rate, the key vendors, market share enjoyed, trends and more along with
developments in the market.
Answer
Enterprises now orchestrate most of their processes by using EB solutions. However, most are
yet to realize better ROI because critical gaps in the standard implementation remain to be
covered and many do not offer decision support. We bring in new ways of orchestrating
organizational processes by leveraging our industry expertise through packaged EB applications.
Our solutions help you pursue growth opportunities with agility, and adapt faster to changing
market and regulatory environments with ease. Our vertical focused Centers of Excellence [CoE]
build the right industry templates, develops business specific scenarios and helps assess the ROI
of the proposed solutions.
ERP Software Solution in India
Today, India is transforming into world IT hub and all major players in the field are working
constantly towards promoting and expanding their market. In this scenario Enterprise Resource
Planning (ERP) will be playing a major role in growth of small and medium size industries in India
apart from contributing largely into the big business enterprises.
ERP system will help streamline the functionality and technicality of a software solution in an
organization, without any doubt will be an added advantage in generating return on investment.
If the facts and figures are be believed, the ERP market could boom in India and give the
necessary impetus to stakeholders. ERP software solutions were initially used only for back office
functions. They were not given the due importance and treated just like another supporting
function. Reasons like lack of awareness formed one part while other reasons were costs and
technical difficulties.
The India Customer Relationship Management (CRM) software market is on a clear growth path.
In Peter F Drucker's words, the purpose of business is to create and keep a customer and
every executive understands the truth of these words. Today, when businesses are scrambling
to get customers, the importance of Customer Relationship Management cannot be ignored.
That's why analysts, vendors, and solution providers remain bullish about the growth of CRM
software solutions in India.
Despite the inspiring market growth of CRM software in India, there is little formal local research
and very limited coverage provided by the traditional analyst firms such as Gartner, Forrester or
Aberdeen. However, analysts have consistently referenced double digit growth figures since
2000 and continue to forecast CRM growth in India at increasing rates.
The Top 10 CRM Systems in India
1. Oracle, including its Oracle Siebel, PeopleSoft and Oracle On Demand products
2. SAP CRM
3. Microsoft Dynamics CRM
4. Salesforce.com
5. Sage, including ACT!, SageCRM and SalesLogix
6. Pivotal from CDC Software
7. Talisma
8. Amdocs from Clarify
9. SugarCRM
10.Impel CRM
Vendors developing industry-specific apps
Considering the heightened interest of Indian CIOs in mobile-enabling nterprise apps, vendors
are pursuing this opportunity and developing mobile apps to meet the business needs of specific
verticals. For example, in the BFSI vertical, mobile devices are primarily used to speed up
customer acquisition and customer servicing life cycles. In this context, Newgen Software has
developed an interesting application, ZapIn, a mobile capture enterprise app for the BFSI sector.
With respect to the backbone, significant progress on the infrastructure front has been made in
the last decade. Recent budgetary allocations and policy focus towards broadband penetration,
hardware manufacturing and setting up of a digital economy will further this advancement.
Enterprise customers across industries will keep embracing these technologies for services such
as IP telephony, meetings & conferences, customer outreac programs etc. So there is significant
growth potential in the telecom and telecom services sector in the Indian market.
A good way to analyze the growth of the other two technology categories (viz. mobile
applications and mobility management tools) could be to get a few answers to the following
questions:
Phase A: A critical mass within the target customer segment expecting to go beyond mails &
calendaring and do business and other jobs using mobile devices is achieved
Phase B: A critical mass within the target customer segment realizing the need for mobility
platforms (MADPs) & management solutions is achieved
Phase C: A critical mass within the target customer segment realizing the need for an enterprise
mobility management suite is achieved
MADP and EMMs: The Indian market, still in Phase A but looking up
Gartner Says India Enterprise Software Market To Reach $4.2 Billion
in 2014
The enterprise software market in India is projected to reach $4.2 billion in 2014, a 13 per cent
increase over 2013 revenue of $3.7 billion, according to Gartner, Inc. The market is projected to
total $4.7 billion in 2015.
Compounding the demand for enterprise software is the ongoing tendency for greater customer
services along with the continued drive for IT cost savings.
The incorporation of emerging technologies into solutions, such as mobility, social, cloud and
business process management is also driving growth. Gartner analysts said these new
technologies, as well as the demand for agility, is bringing a sense of urgency, and demand, for
IT investments.
India enjoys the rich presence of international software and hardware vendors, backed by a very
strong ecosystem of system integrators, service providers and business partners, said Bhavish
Sood, research director at Gartner. The combination of sustainable domestic demand, presence
of global vendors, entry of new small vendors and the Nexus of Forces (as Gartner defines it as
the convergence of new mobile, social, cloud and information computing environments) are the
key drivers for high sustainable growth for India.
Table 1
India Software Revenue in Constant Currency (Millions of U.S. Dollars)
Infrastructure Software
Revenue
2013
2014
2,391.6
2,674.0
Growth (%)
Enterprise Application
Software
Revenue
11.8
1,327.4
Growth (%)
Total Revenue (M) Constant
Currency
Total Growth (%) Constant
Currency
1,524.1
14.8
3,719.0
4,198.1
12.88%
Source: Gartner (October 2014)
In 2014, India is expected to be the fourth largest enterprise software market in Asia/Pacific. By
2018, Indias share of the software market in Asia/Pacific is expected to reach $6.8 billion.
The penetration of IT infrastructure has been growing rapidly during the past decade, fueled by
the adoption of technology by a larger percentage of the domestic population, the growing
maturity of users and incremental enhancements in technology, said Mr. Sood.
High domestic demand comes from users who want affordable country-specific products because
not all global solutions can be directly deployed, thus opening up an opportunity for local
vendors to come up with innovative products.
AS PER FORBES REPORT 2013
REFERENCES
Question 3
Write about your experience with CRM technology as a consumer. What are the key trends in CRM
technology and how has your experience as a consumer been affected as a result of these trends. List both
the positives and negatives.
Answer
"CRM is a 'set of applications and methods that turn visibility of each and every customer's experience over time and
across all moments of interaction, into tangible business advantage,'" says Anandan Jayaraman, chief product and
strategy officer at Connectiva Systems. However, it took the advent of CEM technologies to make that data actionable.
"Too often, the datastreams that paint the total customer picture exist in exile.
"Marketing collects satisfaction and social media data. Operations collects mystery shop data. Merchandising collects
competitive pricing information,"
The hospitality industry is growing steadily and surely, and the outlook is better than ever with new hotel and lodging
businesses expanding the horizons every day.
Increasing business has also resulted in healthier job figures, which is one of the surest signs of growth and recovery.
While 2012 saw an average addition of 30,000 new hospitality jobs per month, the figure rose to 55,000 per month in
2013.
In many ways, 2014 is poised to bring far-reaching changes to the hospitality industry, and some of them have already
been evident in first-quarter performances. Some distinct trends have manifested themselves, which shows that the
industry is perfectly poised to change with the times and offer state-of-the-art services to customers.
When we go to a hospitality sector desk, we find the a service from receptionist knowing our previous details and how in
which last stay , which room we stayed ,what category of room, pool side, any special demand made etc. It also includes
did we avail spa services or not or any other services. It also makes a note that that did the customer had the meal in the
hotels any restaurant and of what cuisine
Without integrating the DataStreams, it's difficult to know where to focus in order to improve the experience and therefore
it is important to integrate all the departments and develop and make a infrastructure to it.
A quick glimpse below will provide a look at what is shaping the present and future of the hospitality industry:
1. Rankings will rule
Businesses must respect and win the ranking war and The Internet has changed our lives in more ways than we can
imagine. Just as we spend hours researching options, we spend equal amount of quality time on weighing the pros and
cons of each of those options.
Industry reports have found that 93 percent of hotel consumers are seriously influenced by reviews. Some users will leave
bad reviews, but more often than not they are inclined to leave realistic and positive feedback as well. This means hotels
must beef up services to match (or beat) the competition to harness the power of these rankings.
2. Social reputation will matter
Online presence in this digital age is important. So along with user-generated content which is slated to be the next big
thing in social there also needs to be a dynamic, interactive and attractive online profile that will beguile and impress
effortlessly.
A static page with a few links will no longer work. A brand with a more flexible site and platform will bring on more visitors,
more loyalty and more information sharing.
3. Customer service should create a wow factor
To reach the apex of this organic brand-building process, hotels need to reevaluate their services and beef them to match
the highest standards. If you expect your customers to give you genuine positive feedback, then the customer service in
every aspect of the hospitality business has to create a definite wow factor.
4. Global outlook is important
Global travel has opened up, and some of the best revenue figures can be anticipated from this arena. According to The
U.S. Department of Commerce, global travel to the U.S. in 2014 will result in approximately 84.6 million visitors, a 3.7-4.2
percent growth from 2013.
This means that hospitality providers will have to gear up to meet these demands and challenges, not just to hit the right
profit brackets but also to ensure that global customers get the best of experiences during their stay. The U.S. has lagged
behind other countries in recent years as far as global travelers are concerned, and this is the right time to rectify that
trend and swerve the figures back to us.
5. Sustainability is the keyword
Increasing awareness and changing industry norms have made eco-friendly choices a standard rather than a brandbuilding exercise. With 5 billion feet of hospitality space that consumes around $4 billion energy in the U.S. alone, the
need for green practices and sustainability standards is imperative.
The good news is that 62 percent of users now expect hotels to be environmentally responsible and have solid
environmental programs in place. These programs have to make deep-seated impact to lessen their carbon footprints and
not just make cosmetic changes to impress the crowd. One must remember that the consumer is aware and informed
these days, and only the best efforts will bring in results.
6. Tech savvy is a given
A recent survey shows that 87 percent of guests consider Wi-Fi to be a free amenity. This is an era of instant
communication. Consumers enjoy high bandwidth Internet at home, at work, when they are shopping and even when they
are driving.
Of course, they are going to expect supersonic and high-speed Wi-Fi connections during their hotel stays as well, and for
free. With business travel and corporate conferences bagging the bulk of the bookings this year, slow bandwidth is going
to result in disastrous reviews and therefore loss of revenues eventually.
7. Millennials lead the pack
Millennials will definitely lead the hospitality market with their increasing need to explore beyond boundaries, willingness
to pay for the best of comforts and daring experiments in cuisine and culture. The world is opening up, and the millennials
are promising to make this expansion wider and deeper with their own brand of travel and hospitality demands.
From glamping and gourmet to high-tech ambiences, the hospitality industry has to prepare for this new generation of
clients. Hotel and travel will be positively affected by their spending power and in the long run, the profile of their
businesses will also shape up their service portfolios.
The Customer Relational Management Pros
Provide Better Customer Service
By collecting information that identifies customers' buying habits, including preferences and frequency, CRM systems give
businesses a closer look at their customers' wants and needs so they can provide better customer service solutions.
These improvements lead to more sales because customers are more likely to be repeat buyers if they receive a quality
product and exceptional service. They are also more likely to suggest those products and services to friends and family.
Simplified Marketing and Targeting
CRM makes a wide range of data available to business owners and their department heads. This information allows them
to target specific consumers with marketing that is based on their buying behaviors. The ability to target so precisely
ensures that customers get the products and services they want and need in a timely fashion
Customer Relational Management goes far beyond simple customer satisfaction measurements. After all, such
measurements alone are the equivalent of looking in the rear view mirror you know what happened before but you have
no idea what lies ahead.
By comparison, CRM helps you track changes in a customer's life cycle and react appropriately and profitably.
Although CRM focuses on building a personal relationship with each customer, the effort is not a soft and fuzzy approach
to doing business. "CRM can now be measured the same as accounting and financial metrics,"
"CRM is about none of this. CRM is about considering the customers' perspective in everything you do and every decision
you make, with the objective of ensuring a mutually profitable or for the not-for-profits, mutually beneficial relationship
The Customer Relational Management Cons
Learning Curve
Like most systems, there's a learning curve when it comes to getting acquainted with a CRM program. Management might
have to bring in training professionals to offer support to their sales and customer service teams as they learn how to use
the CRM system in their day-to-day interactions with customers and potential customers.
Staff Resistance
Employees might not see the immediate advantages in using a CRM system in their business interactions. Because of
this, managers and business owners might have to deal with moments of staff resistance as they attempt to get the entire
team on board with the process. From offering interactive training to providing the sales and customer service teams with
real, live case studies that show the benefits of CRM, business owners and managers can demonstrate the features of the
system and adequately outline how it will benefit customers, daily work flow, employees and the business overall.
It is difficult to implement and Design as it is impossible to know the exact the process and the procedure hows the
company actually works
CRM, like every technology before it, is imperfect. However, most of the cons have to do with how the organization
behaves rather than how the software technology performs.
It can be hard to walk away from looking at the world in nice compartmentalized buckets of service, sales and marketing
departments," says RightNow's Andrew Hull. "In today's world, customers don't care which department they are speaking
with, they want to be serviced, not managed."
Changing corporate culture and corporate data to make this transformation can be quite an undertaking and internal
resistance can be difficult to overcome. This is no mere software upgrade.
