Gourish Hosangady - SAS Institute
Synopsis:
The presentation will be focused on e-business key success factors, promises, challenges and the reality of e-business today. This will also include insights on the information landscape and e-business pains faced across the different spheres of customers and suppliers. It will also discuss analyst reviews on eCRM and its growing importance, which has resulted in 93% of leading e-commerce companies adopting very aggressive loyalty initiatives.

Prakash Gurbaxani - 24/7 Customer.com
Profile:
Prakash Gurbaxani is the Founder & Chief Executive Officer. He was the CEO of Micromedia, India's first Internet Media Company. He relocated to India after 14+ years in the US. At Micromedia he successfully launched various business initiatives, including Asia's largest Internet focused conference & exhibition, India Internet World, India's first technology portal- Itspace.com and Micromedia's Ad solutions & research businesses. In the US, he worked in the mainstream project management industry and was responsible for execution of large-scale projects. He holds a Master's Degree from New Jersey Institute of Technology, Newark, NJ.

Synopsis:
The session will address the following:
1) Introduction: What is customer relationship management, the objectives and the benefits of Customer relationship management.

2) eCRM Drivers: What drivers are emerging to force it's acceptance. Here we will examine Key strategic business and technological issues that companies must address as they develop, refine and roll out their customer relationship initiatives. This will include the integration of marketing, sales, customer service and enterprise solutions to achieve customer-centric organizational goals.

3) Convergence of eCRM technology and e-business: here we will discuss how to leverage a variety of Internet technologies to enhance the total customer experience and to enhance customer loyalty.

4) The CRM market for India and the future of CRM: Worldwide CRM Market statistics and predictions for the future. We can include why India is emerging an market to take advantage of outsourcing web based customer service and solutions.

Achyut Godbole - LTITL
Profile:
Stood 16th in the SSC Board : First prize in the whole of Maharashtra in Maths and Arithmetics.Stood first in the University : First prize in Maths and Statistics. B.Tech in Chemical Engineering from IIT Bombay, 1972. Currently, Chief Executive of L&T Information Technology Limited (LTITL) - a Software Exports Company of L&T having about 1600 employees worldwide with twelve offices overseas and eight development centres worldwide with annual turnover of Rs 161 crores in 1998/99. Has experience of around 27 years in the software industry in India, UK and USA in Programming, Design, Project Management, General Management and International Marketing in companies such as IBM, Hindustan Levers, Systime (UK), PCS, Syntel, etc.

M.V.S. Prasad - Mahadev.com
Synopsis:
Isolated segregated e.biz applications are a thing of the past. EBiz of the future will be driven by convergent technologies that do not have a limitation imposed by proprietary technologies. Tomorrow’s e.biz applications will not run separately on multiple media. All these will be available as an integrated personalized whole to the users building a virtual value delivery system that cannot be matched by these media when they are used as separate entities. We call this Technology “Internet Enterprise Management. We will consider a B2B “Neutral Market place” built using the concepts of IEM, and do a ROI on traditional v/s IEM enterprises.

Atul Gupta - Pugmarks InterWeb
Profile:
Atul is the young and dynamic CMD of Pugmarks, India’s leading web design and hosting company. One of the very first entrants in the Internet Industry in India, over the last 4 years, his company has proved to be the largest Portal manager in the country providing solutions to over 40 leading publications & serving over Five Thousand customers, driving one of the highest web traffic of over 200 million hits per month from it’s network located in Exodus, U.S.A.

Atul handles Strategy, Planning and Business Development initiatives of the Company. His deep understanding of Internet technologies, coupled with his background in design makes him the kind of businessman that clients entrust with key contracts. In the fast changing IT scenario of today, Atul has been able to offer through Pugmarks not just innovative and creative ideas but another rarer commodity - reliability! That’s what makes him and his company stand out, tall and proud, in India’s currently insecure business environment.

Synopsis:
Internet is gaining ground with high penetration levels in the business community across the World. Businesses need to realise the potential ‘net’ holds for reaching out to their customers and cutting costs of customer acquisition while improving service qualities.

Since Internet renders a level playing field status in the global village and business community, it becomes increasingly important for businesses to adapt to the changing scenario to make the net work for their best advantage. Companies like Dell and Cisco are transacting as much as seventy percent of their total sales through the net. With user base of Internet in India already touching close to 40 lakh users, it is high time that a serious concerted effort needs to be put in by the corporates to have smart web enable enterprise.

Howard Qian - Remedy Corporation
Synopsis:
Building and maintaining customer loyalty in today's dynamic eBusiness environment presents a formidable challenge. Today's customers are more informed and more demanding, making it far more difficult to keep them satisfied and loyal. Complicating matters, companies are under intense pressure to reduce operating costs - so they must find creative ways to increase customer satisfaction without increasing costs.

A customer-centric organization ensures that customers have a consistent, satisfying, and personalized experience, regardless of whether they are dealing with representatives from sales, customer service, or product support, or whether they are interacting face-to-face, by phone, or online through the Web or email. A successful eCRM solution is one that have the built-in power and adaptability to fulfill this role of customer advocate.

Bonny Malik - Saleslogix Corporation
Profile:
Bonny Malik is the Country Manager of SalesLogix Corporation for its India operations. He has been actively involved in the implementation of eCRM and e-Commerce in Australia and Asia. He is also an expert on workable CRM solutions. Bonny was initially responsible for kick starting the Professional Services Group, amongst other things for SalesLogix in the Asia Pacific Region, but now he is driving eCRM in the Asia-Pacific market, concentrating specifically on India. Prior to joining SalesLogix, Bonny was a Consultant with QAD, a leading provider of Enterprise Resource Planning solutions for the mid-market.

Synopsis
India currently leads globally as the source of low-cost, efficient electronic commerce services, however, the tools of electronic commerce have not been diffused through the economy to help improve productivity and promote efficiencies. Other policies concerning the interconnection of networks, the development of the information infrastructure, and low Internet penetration present barriers to the growth of on-line businesses and the creation of new "information economy" jobs.

Challenges of eCRM:
eCRM provides seamless integration of every area of business that touches the customer ? namely, marketing, sales, customer support and field support. It does this through the integration of processes, procedures and technology, taking advantage of the revolutionary impact of the internet. e-CRM moves organisations from a product centric to customer-centric philosophy to gain control over these influencing factors based around these three key drivers : markets, technology and economics. In addition, the widely accepted principle that it costs between 5 to 10 times more to recruit a new customer than to retain a current customer makes CRM a necessity. In a competitive global environment holding on to good customers is key to continuing business success. The economic opportunity of maximising the customer focus and new emerging technology solutions all conspire to drive the eCRM marketplace.

Biju Raj - Compaq
Profile:
A Mechanical Engineer and MBA in International Business, Biju handles marketing of Ecommerce solutions in Compaq. He has had prior experience in programming, solution sales and marketing while working with companies like Citicorp and Satyam.

Synopsis:
Nothing is more important than connections in business. Be it your suppliers, vendors, customers or government or even international partners, staying connected and exchanging information is of utmost importance. Traditionally people did it by post, phone, fax and then courier. Today, with the vast developments in the field of IT and especially so with the spread of Internet, connectivity is no more an issue of concern. What is in fact worrying is how to use IT to the best of business connectivity.

When the issue of integrating various departments of an enterprise came up, ERP emerged as a cure only to realise later that integrating entities outside the organisation also was crucial to the business success. Supply chain management is a hot issue today with organisations deploying simple email or EDI or extranets to derive connectivity benefits. Any web enabled enterprise should look at solutions which are standards based, scalable, reliable and which are highly secure to connect its supply chain entities. An XML and Java based extranet with secure access will be a right choice in this direction. It is advisable to start small with 5 or 10 vendors and scale up to include all the vendors. The success of the solution depends on factors like vendor involvement, architecture design, scalability and platforms on which it is deployed. The business should ensure the right combination of all the above to provide 24*7 uptime.

M. Ganesh - Ariba
Synopsis:
Electronic procurement application can help manage procurement more efficiently and enhance relationship with the supplier.

E-procurement promises to redefine the buying and selling definition completely.

Enterprises need to rethink the process needed to transform the procurement cycle.

Mohan Uttarwar -Softplus
Synopsis:
There are many trends/paradigm shifts in the industry but a few of them have strong ramifications from a business model perspective. Companies targeting niche market segments and functionality are mushrooming around the world. For example, there are companies specializing in products for billing, customer care, internal network provisioning, electronic bonding, Order entry etc. So while one does get the best-of-breed products as a semi-packaged solution, they do not necessarily come with (semi) packaged integration. Another trend is the business being driven and transformed by the Internet. Companies really want their web sites to graduate from being just Informative to being Intelligent and Transaction capable. Yet another trend is in going back to the model of outsourced applications - the Business Solution Provider (BSP) model. All of the above have one thing in common - the need for a robust, scalable and extensible Enterprise Application Integration solution and packaged, fast-to-deploy connectors to various systems in a focused vertical market.

Arjun Erry - QAD
Profile:
In this capacity, Arjun is responsible for the establishment and running of QAD’s Indian operations. His KRA’s include : meeting financial & business goals, formulating & executing the channel strategy, expanding the indirect sales & support resources, and improving company & product awareness. Since late-1998 Arjun is also responsible for expanding QAD’s business in the neighboring SAARC countries.
Arjun joined QAD in March 1996. Prior to joining QAD, Arjun was the Marketing Manager - Middle East & Gulf, at Citicorp Information Technology. Before that, he worked in the Manufacturing Business Unit of Digital Equipment Corporation (now Compaq). Arjun started his career with AT&T in the United States, working in the UNIX Systems Group, providing technology support for two years before moving to India in 1991. Arjun holds a Bachelor of Arts in Computer Science and Business Administration from Drew University, New Jersey, USA.

Synopsis
This presentation will explore the basic concept underlying B2B transactions over the Internet and the challenges posed therein. It will look at the four major components required to build a B2B Order Management solution, viz. B2B Relationship Framework, Full-featured Internet Orders, Electronic Exchanges, and Supporting Systems. Also featured will be four case studies of global companies who have implemented Internet-based B2B Order Management solutions.