Implementation of

Customer Relationship Management

in

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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.

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•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.
TCS Internal Use Only
 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 best
technology.

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

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•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

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 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 Map

Technology Evaluation
Analytics Strategy

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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

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• 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 sales
processes - In this competitive market, a global corporate
services provider was faced with new entrants, enhanced
products from competitors, and shifting customer loyalty.
Without a proper sales automation system in place, managing
leads and contacts, and tracking performance were becoming
increasingly difficult. With an integrated CRM architecture, TCS
helped this enterprise harness the full potential of IT to manage
card sales functions. It became easy for the enterprise to react
quickly to customer demands, route leads to sales staff, forecast
sales figures effectively, and improve customer relationships.

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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.

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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.

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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.

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•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

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TCS Internal Use Only