implementation of customer relationship management in

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Implementation of Implementation of Customer Relationship Management Customer Relationship Management

in in


Customer – n.1. A person who buys on products or services from a shop on business.

2. A person or thing of a specific kind that one has to deal with.

Relationship-n.1.The way two or more people are connected or in a state of being

connected.-The way in which two or more groups of

people regard & behave towards one another. 2. An emotional association between two people.

Management-n.1. The process of managing 2. The people managing an organisation.


•Tata Consultancy Services Limited is an IT services, business solutions, and outsourcing organization that delivers real results to global businesses, ensuring a level of certainty no other firm can match.

• TCS offers a consulting-led, integrated portfolio of IT and IT-enabled services delivered through its unique Global TM Network Delivery Model , recognized as the benchmark of excellence in software development.

•TCS understands that the role of CRM has evolved from mere customer data management to building and managing long term relationships.

•work with you to devise and implement CRM strategies and solutions that become the backbone of your customer acquisition and retention strategies.


CRM has evolved from customer data management to building and managing long-term relationships. TCS works with enterprises to devise and implement CRM solutions that become the backbone of their customer acquisition and retention strategies. With a framework that ensures alignment to the organization’s strategic objectives, TCS’ approach addresses the key dimensions of people, process, and technology, helping enterprises succeed in their CRM initiative with the besttechnology.

TCS offer CRM solutions across the following industry verticals:• Banking and Financials Services • Insurance • Utilities • Healthcare and Life Sciences • Automotive Manufacturing • High Tech • Telecom • Retail • Travel, Transport and Hospitality


•increased agility, productivity and profits

•Reduced costs and risks in today’s diverse IT environments

•Unified customer data across multiple business units and diverse functional systems, in order to provide reliable sources of customer information across enterprises

•More efficient service, higher customer satisfaction, and reduced churn

•Enhanced customer experience and increased revenue through improved cross- and up-selling

•Superior customer experience assured at every touch point leading to enhanced customer loyalty and increased brand image


How TCS Helps

TCS' CRM offerings have been organized to cater to the complete life cycle of the CRM process.We focus on the 'Think', 'Build', and 'Operate' dimensions helping enterprises implement the right solution for their CRM needs.

Strategy and Road MapTechnology EvaluationAnalytics Strategy


Our easy-to-deploy, cost-effective, and innovative solutions that address an organization’s evolving CRM needs are:

• Intelligent Inbound Customer Marketing • Trade Promotion Optimization Solution • Pre-paid Telecom Customer Care • Integrated Customer Data Management • Contact Center Analytics• Customer Web Self-Service• Subscription Management • Handheld Solution on Symbian Platform • Citizen Information Hub • Collaborative CRM for the Automotive Industry


• deliver real business results every time we work in partnership with our customers.• help them experience certainty every day - whether we’re envisioning a strategy, executing a CRM program, engineering a CRM solution, or streamlining their customer-facing processes.A Corporate Services Provider automates its global salesprocesses - In this competitive market, a global corporateservices provider was faced with new entrants, enhancedproducts from competitors, and shifting customer loyalty.Without a proper sales automation system in place, managingleads and contacts, and tracking performance were becomingincreasingly difficult. With an integrated CRM architecture, TCShelped this enterprise harness the full potential of IT to managecard sales functions. It became easy for the enterprise to reactquickly to customer demands, route leads to sales staff, forecastsales figures effectively, and improve customer relationships.


A leading Global Semi-conductor Manufacturer takes a step forward in enhancing customer experience –

Having realized that the success of its products lies in making them simple to use,this leading manufacturer made customer collaboration a key part of its product design process. However, to effectively gather customer feedback ,they needed to create a common repository for handling customer queries during the design and business fulfillment processes.

TCS helped its customer deploy a CRM solution that fostered its commitment of providing an easy-touse product experience built around customers' most pressing needs.With our CRM solution, this customer has been able to further strengthen its relationship with customers and remain highly competitive in this dynamic market place.


Oracle :For the past two decades, TCS has been developing and implementing solutions on Oracle technology; we are an Oracle strategic Global Systems Integrator and Certified Advantage Partner. TCS focuses on providing solutions across Oracle E-Business Suite, PeopleSoft Enterprise, JD Edwards EnterpriseOne, JD Edwards World, Siebel, and Oracle Fusion.

ATG :TCS is an ATG software solution provider, offering services around ATG’s complete set of e-commerce solutions to help customers create a satisfied, loyal, and profitable online customer base. The TCS ATG Center of Excellence develops best practices and methodologies around ATG solutions to ensure faster, high-quality implementations for customers.


SAP :As a trusted SAP partner, TCS offers various solutions from pre-implementation consulting to complete end-to-end implementation and post-implementation maintenance and support that help enterprises maximize ROI from SAP investments. TCS also implements various industry solutions such as IS Pharma, IS Retail, IS Oil and gas, and functional solutions such as Strategic Enterprise Management, Supply Chain Management, Business Warehouse, Enterprise Portals, and Customer Relationship Management for enterprises across the world.

Amdocs :

TCS’ System Integrator Partnership with Amdocs allows us to implement Clarify CRM solutions for our customers.


•reduced costs, because the right things are being done (ie., effective and efficient operation)

•increased customer satisfaction, because they are getting exactly what they want (ie. meeting and exceeding expectations)

•ensuring that the focus of the organisation is external

•growth in numbers of customers

•maximisation of opportunities (eg. increased services, referrals, etc.)

•increased access to a source of market and competitor information

•highlighting poor operational processes

•long term profitability and sustainability

implementation of customer relationship management in

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