Every industry needs a different solution

Tell us about Pivotal CRM, which is being offered by CDC Software.



Pivotal CRM delivers customer relationship management solution and has the

flexibility to conform to the customers way of doing business. It delivers a

custom fit that enables them to capitalize on their unique business processes

and create an experience that the customer desires. Its footprint covers sales,

marketing, service automation, partner management, analytics, call scripting and

mobile CRM.

Which micro verticals are covered under your offering?



The micro verticals that we cover as a part of our offering are private

banking/wealth management, commercial banking/treasury, investment banking,

retail asset management, wholesale asset management, life insurance, health

insurance, manufacturing of medical devices, legal services, general insurance,

packaged food, high-end retail and real estate.

What is the latest development on the CRM front in the Indian market?



The latest trends in CRM are the adoption of mobile CRM and extending the

CRM to xRM. Most customers who are facing processes, not directly mapped to the

traditional CRM concept of sales service and marketing are now being considered

as candidates for adoption of a CRM solution, thereby extending it into xRM. CRM

systems are built with a flexible process engine that can be used to define the

processes, which also take advantage of the information capturing and

relationship mapping capabilities.

What is the go-to-market strategy in marketing CRM solutions?



In India, we are looking at addressing the market directly and through

partners with a focus on enabling the partners to sell and implement the

solution. We would not only stick to traditional sales, service and marketing

but would also like to be an xRm player in order to be present in processes that

our customers are facing.

Most CRM software vendors stress that a successful CRM effort requires a

holistic approach. How do you address this challenge?



Our approach to successful CRM deployment is slightly different from the

others. We do not believe in one size fits all, meaning that every industry

needs a different solution to address a process that is unique.

We encourage companies to start small and grow. This approach will have a

greater chance of success as change in small amounts can be controlled. Hence,

while evaluating any CRM, I would advise customers to consider CRMs that are

modular, which can adopt to their processes easily.

Rachna Gupta/DQ Channels



maildqindia@cybermedia.co.in