A lot of retail customers are moving toward CRM

How has CRM evolved over the years?



CRM started as simple contact management tool for specific functions like

telemarketing, to manage customers contact. It started evolving when people

realized the many more possibilities. In the late 90s it was not even called

CRM. From there it has moved to an area where people think of managing sales

process with a contact. It gave an opportunity to understand customers and their

requirements much better, and resulted in sales force automation. We started

managing more customers and CRM became more service-oriented. CRM now has

evolved as a front office solution where everything related to customers can be

managed.

How important is the Indian market for CDC Software?



The Indian market is one of the fastest growing markets in the world. A lot

of retail customers are moving toward CRM. One basic concept of CRM is the

ability to manage customers and make them feel that they are very important for

your business without costing you much.

What verticals are you focusing on?



Our focus in India is on the financial services, manufacturing and real

estate vertical. Real estate is slowly transforming from a sellers market to

buyers market and because of this, customer management tools are really

important to attract customers. We develop templates in areas where we are

really strong. For providing solutions to a particular segment we have to

understand the problems of that segment and offer suitable solutions. Our major

focus is to make user experience better and to solve customers problems using

our tools.

What is your go-to-market strategy?



Our go-to-market strategy is to look at the competent area were we are

strong and to capitalize on it. We dont position ourselves as financial

services CRM but we are a customer management system for wealth management. We

have a solution for commercial banking, institutional asset management and for

retail asset management. We dont sell our product as a technology product. Our

strategy is to go to business users and understand their pain points. And this

is captured in the product.

Pradeesh Chandran



pradeeshc@cybermedia.co.in