§¸§Ö§Ý§Ö§Ó§à§Û §Þ§Ñ§â§Ü§Ö§ä§Ú§ß§Ô case §¢§®§¢§Ñ§ß§Ü
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§¡§ß§Ñ§Ý§Ú§ä§Ú§é§Ö§ã§Ü§Ú§Û CRM. §¿§Ü§à§ß§à§Þ§Ú§Ü§Ñ §â§Ö§Ñ§Ý§î§ß§à§Ô§à §Ü§Ö§Û§ã§Ñ. §³§â§à§Ü §à§Ü§å§á§Ñ§Ö§Þ§à§ã§ä§Ú 1 §Ô§à§Õ.
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§¸§Ö§Ý§Ö§Ó§à§Û §Þ§Ñ§â§Ü§Ö§ä§Ú§ß§Ô case §¢§®§¢§Ñ§ß§Ü
- 1. §°§á§í§ä §â§Ñ§Ù§Ó§Ú§ä§Ú§ñ §è§Ö§Ý§Ö§Ó§à§Ô§à §Þ§Ñ§â§Ü§Ö§ä§Ú§ß§Ô§Ñ §Ó §¢§Ñ§ß§Ü§Ö §®§à§ã§Ü§Ó§í §ß§Ñ §á§Ý§Ñ§ä§æ§à§â§Þ§Ö SAS Marketing Automation §¡§Ü§á§Ñ§â§à§Ó§Ñ §¡§ß§ß§Ñ, §Ù§Ñ§Þ§Ö§ã§ä§Ú§ä§Ö§Ý§î §Õ§Ú§â§Ö§Ü§ä§à§â§Ñ, §¸§Ö§ß§ä§â §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§ñ §á§â§à§Ö§Ü§ä§Ñ§Þ§Ú §®§à§ã§Ü§Ó§Ñ, 2012 1
- 2. §³§à§Õ§Ö§â§Ø§Ñ§ß§Ú§Ö 1. §¿§Ó§à§Ý§ð§è§Ú§ñ §è§Ö§Ý§Ö§Ó§à§Ô§à §Þ§Ñ§â§Ü§Ö§ä§Ú§ß§Ô§Ñ 2. §¸§Ö§Ý§Ö§Ó§à§Û §Þ§Ñ§â§Ü§Ö§ä§Ú§ß§Ô §Ó §¢§® §Õ§à §ß§Ñ§é§Ñ§Ý§Ñ §á§â§à§Ö§Ü§ä§Ñ 3. §¸§Ö§Ý§Ú §á§â§à§Ö§Ü§ä§Ñ 4. §¿§Ü§à§ß§à§Þ§Ú§é§Ö§ã§Ü§à§Ö §à§Ò§à§ã§ß§à§Ó§Ñ§ß§Ú§Ö 5. §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ 6. §¡§â§ç§Ú§ä§Ö§Ü§ä§å§â§Ñ §â§Ö§ê§Ö§ß§Ú§ñ 7. §²§Ö§Ù§å§Ý§î§ä§Ñ§ä§í §á§â§à§Ö§Ü§ä§Ñ 2
- 3. §¿§Ó§à§Ý§ð§è§Ú§ñ §è§Ö§Ý§Ö§Ó§à§Ô§à §Þ§Ñ§â§Ü§Ö§ä§Ú§ß§Ô§Ñ §±§â§à§ê§Ý§à§Ö §¯§Ñ§ã§ä§à§ñ§ë§Ö§Ö §¢§å§Õ§å§ë§Ö§Ö §¬§à§Ó§â§à§Ó§í§Ö §ª§ß§ä§Ö§Ô§â§Ñ§è§Ú§ñ §Õ§Ñ§ß§ß§í§ç Event-based real-time §Ò§à§Þ§Ò§Ñ§â§Õ§Ú§â§à§Ó§Ü§Ú inbound marketing §³§Ö§Ô§Þ§Ö§ß§ä§Ñ§è§Ú§ñ §ß§Ñ §à§ã§ß§à§Ó§Ö §°§ä§ã§å§ä§ã§ä§Ó§Ú§Ö §Þ§à§Õ§Ö§Ý§Ú§â§à§Ó§Ñ§ß§Ú§ñ Geotargeting §Ü§à§ß§ä§Ñ§Ü§ä§ß§à§Û §á§à§Ý§Ú§ä§Ú§Ü§Ú §à§ä§Ü§Ý§Ú§Ü§Ñ Social media §±§â§à§Ô§â§Ñ§Þ§Þ§Ú§â§à§Ó§Ñ§ß§Ú§Ö §³§à§Ù§Õ§Ñ§ß§Ú§Ö §Ú §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §Ü§Ñ§Ø§Õ§à§Û §Ü§Ñ§Þ§á§Ñ§ß§Ú§Ú §Ü§Ñ§Þ§á§Ñ§ß§Ú§ñ§Þ§Ú §¸§® Real-time Big Data §Þ§Ñ§â§Ü§Ö§ä§à§Ý§à§Ô§Ñ§Þ§Ú §Ò§Ö§Ù IT analytics §²§å§é§ß§Ñ§ñ §à§Ò§â§Ñ§Ò§à§ä§Ü§Ñ §Õ§Ñ§ß§ß§í§ç §¬§à§ß§ä§Ñ§Ü§ä§ß§Ñ§ñ §á§à§Ý§Ú§ä§Ú§Ü§Ñ Multichannel §²§å§é§ß§Ñ§ñ §á§Ö§â§Ö§Õ§Ñ§é§Ñ §Ó §¡§Ó§ä§à§Þ§Ñ§ä§Ú§é§Ö§ã§Ü§à§Ö Mobile §Ü§Ñ§ß§Ñ§Ý§í §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §Ü§Ñ§ß§Ñ§Ý§Ñ§Þ§Ú §Ü§à§Þ§Þ§å§ß§Ú§Ü§Ñ§è§Ú§Û Next best offer 3
- 4. §¸§Ö§Ý§Ö§Ó§à§Û §Þ§Ñ§â§Ü§Ö§ä§Ú§ß§Ô §Ó §¢§® §Õ§à §á§â§à§Ö§Ü§ä§Ñ §°§ä§ã§å§ä§ã§ä§Ó§Ú§Ö §Ù§ß§Ñ§ß§Ú§ñ §Ü§Ý§Ú§Ö§ß§ä§ã§Ü§à§Û §Ò§Ñ§Ù§í §±§à§ã§ä§â§à§Ö§ß§Ú§Ö §ã§Ö§Ô§Þ§Ö§ß§ä§à§Ó §Ò§Ö§Ù §Þ§à§Õ§Ö§Ý§Ú§â§à§Ó§Ñ§ß§Ú§ñ §±§â§à§Ô§â§Ñ§Þ§Þ§Ú§â§à§Ó§Ñ§ß§Ú§Ö §Ü§Ñ§Ø§Õ§à§Û §à§ä§Õ§Ö§Ý§î§ß§à§Û §Ü§Ñ§Þ§á§Ñ§ß§Ú§Ú §Ó §¡§¢§³ §²§å§é§ß§à§Ö §æ§à§â§Þ§Ú§â§à§Ó§Ñ§ß§Ú§Ö SMS §Ú §á§Ú§ã§Ö§Þ §°§Õ§Ú§ß §à§ä§é§Ö§ä 4
- 5. §¸§Ö§Ý§Ú §á§â§à§Ö§Ü§ä§Ñ 1. §¥§à§ã§ä§Ú§Ô§ß§å§ä§î §á§à§Ü§Ñ§Ù§Ñ§ä§Ö§Ý§î §Ù§Ñ§á§å§ã§Ü§Ñ §Þ§Ñ§Ü§Ö§ä§Ú§ß§Ô§à§Ó§í§ç §Ü§Ñ§Þ§á§Ñ§ß§Ú§Û Time-to-market = 1 §Þ§Ö§ã§ñ§è (§å§Þ§Ö§ß§î§ê§Ú§ä§î §Ó 3 §â§Ñ§Ù§Ñ §á§à §ã§â§Ñ§Ó§ß§Ö§ß§Ú§ð §ã §ã§Ú§ä§å§Ñ§è§Ú§Ö§Û §Õ§à §ß§Ñ§é§Ñ§Ý§Ñ §á§â§à§Ö§Ü§ä§Ñ); 2. §µ§Ó§Ö§Ý§Ú§é§Ú§ä§î §à§ä§Ü§Ý§Ú§Ü §Ü§Ý§Ú§Ö§ß§ä§à§Ó §ß§Ñ §Þ§Ñ§â§Ü§Ö§ä§Ú§ß§Ô§à§Ó§í§Ö §Ü§Ñ§Þ§á§Ñ§ß§Ú§Ú §¢§Ñ§ß§Ü§Ñ §Ó §ã§â§Ö§Õ§ß§Ö§Þ §Õ§à 20%; 3. §¶§à§â§Þ§Ú§â§à§Ó§Ñ§ä§î §Õ§à 40% §Õ§à§ç§à§Õ§Ñ §²§à§Ù§ß§Ú§é§ß§à§Ô§à §Ò§Ú§Ù§ß§Ö§ã§Ñ §Ù§Ñ §ã§é§Ö§ä §è§Ö§Ý§Ö§Ó§à§Ô§à §Þ§Ñ§â§Ü§Ö§ä§Ú§ß§Ô§Ñ; 5
- 6. §¿§Ü§à§ß§à§Þ§Ú§é§Ö§ã§Ü§à§Ö §à§Ò§à§ã§ß§à§Ó§Ñ§ß§Ú§Ö §°§ã§ß§à§Ó§ß§í§Ö §á§à§Ü§Ñ§Ù§Ñ§ä§Ö§Ý§Ú ¡í §±§à§Ü§Ñ§Ù§Ñ§ä§Ö§Ý§î §±§Ö§â§Ú§à§Õ §©§ß§Ñ§é§Ö§ß§Ú§Ö 1 §ª§ß§Ó§Ö§ã§ä§Ú§è§Ú§Ú 2011-2012 X §Þ§Ý§ß. §â§å§Ò§Ý§Ö§Û 2 §¥§à§ç§à§Õ §Ò§Ö§Ù SAS MA 2011 Y §Þ§Ý§ß. §â§å§Ò§Ý§Ö§Û 3 §¥§à§ç§à§Õ §á§à§ã§Ý§Ö §Ó§ß§Ö§Õ§â§Ö§ß§Ú§ñ SAS MA 2012 2Y §Þ§Ý§ß. §â§å§Ò§Ý§Ö§Û* 5 §³§ä§Ñ§Ó§Ü§Ñ §Õ§Ú§ã§Ü§à§ß§ä§Ú§â§à§Ó§Ñ§ß§Ú§ñ 2012 10% 6 NPV 2011-2012 Z §Þ§Ý§ß. §â§å§Ò§Ý§Ö§Û 7 IRR 2011-2012 373% 8 ROI 2011-2012 262% 9 §³§â§à§Ü §à§Ü§å§á§Ñ§Ö§Þ§à§ã§ä§Ú 2012 1 §Ô§à§Õ 6
- 7. §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ ? §¢§Ú§Ù§ß§Ö§ã-§ä§â§Ö§Ò§à§Ó§Ñ§ß§Ú§ñ §°§Ò§ã§Ý§Ö§Õ§à§Ó§Ñ§ß§Ú§Ö ? §¡§â§ç§Ú§ä§Ö§Ü§ä§å§â§Ñ §â§Ö§ê§Ö§ß§Ú§ñ 6 §Þ§Ö§ã§ñ§è§Ö§Ó ? §´§â§Ö§Ò§à§Ó§Ñ§ß§Ú§ñ §Ü §Ñ§á§á§Ñ§â§Ñ§ä§ß§à§Þ§å §à§Ò§Ö§ã§á§Ö§é§Ö§ß§Ú§ð ? §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ ? §°§è§Ö§ß§Ü§Ñ §ã§ä§à§Ú§Þ§à§ã§ä§Ú §á§â§à§Ö§Ü§ä§Ñ ? §±§à§ã§ä§â§à§Ö§ß§Ñ §Ó§Ú§ä§â§Ú§ß§Ñ §Ü§Ý§Ú§Ö§ß§ä§ã§Ü§Ú§ç §Õ§Ñ§ß§ß§í§ç (400 §á§à§Ü§Ñ§Ù§Ñ§ä§Ö§Ý§Ö§Û §á§à 9 §Þ§Ý§ß §Ü§Ý§Ú§Ö§ß§ä§Ñ§Þ) §²§Ö§Ý§Ú§Ù 1 ? §©§Ñ§á§å§ë§Ö§ß§í §ß§Ö§Ü§â§Ö§Õ§Ú§ä§ß§í§Ö §Ü§Ñ§Þ§á§Ñ§ß§Ú§Ú 3 §Þ§Ö§ã§ñ§è§Ñ (§å§Õ§Ö§â§Ø§Ñ§ß§Ú§Ö §Ó§Ü§Ý§Ñ§Õ§à§Ó, §Ñ§Ü§ä§Ú§Ó§Ñ§è§Ú§ñ §Ü§Ñ§â§ä, §á§à§Õ§Ü§Ý§ð§é§Ö§ß§Ú§Ö §Ü web-banking §Ú §Õ§â.) ? §±§à§Õ§Ü§Ý§ð§é§Ö§ß§í §Ü§Ñ§ß§Ñ§Ý§í Call-Center §Ú SMS ? §²§Ñ§ã§ê§Ú§â§Ö§ß§Ñ §Ó§Ú§ä§â§Ú§ß§Ñ §Ü§Ý§Ú§Ö§ß§ä§ã§Ü§Ú§ç §Õ§Ñ§ß§ß§í§ç §Õ§Ý§ñ §Ü§â§Ö§Õ§Ú§ä§ß§í§ç §Ü§Ñ§Þ§á§Ñ§ß§Ú§Û §Ú §Ñ§ß§Ñ§Ý§Ú§ä§Ú§Ü§Ú §²§Ö§Ý§Ú§Ù 2 ? §©§Ñ§á§å§ë§Ö§ß§í §Ü§â§Ö§Õ§Ú§ä§ß§í§Ö §Ü§Ñ§Þ§á§Ñ§ß§Ú§Ú 6 §Þ§Ö§ã§ñ§è§Ö§Ó ? §©§Ñ§á§å§ë§Ö§ß§í §ã§Ý§à§Ø§ß§í§Ö §à§á§â§à§ã§ß§í§Ö §Ü§Ñ§Þ§á§Ñ§ß§Ú§Ú ? §±§à§Õ§Ü§Ý§ð§é§Ö§ß§í §Ü§Ñ§ß§Ñ§Ý§í Email, §±§à§é§ä§Ñ, ATM, ?§£§ç§à§Õ§ñ§ë§Ö§Ö §à§Ò§â§Ñ§ë§Ö§ß§Ú§Ö §Ü§Ý§Ú§Ö§ß§ä§Ñ?
- 8. §¡§â§ç§Ú§ä§Ö§Ü§ä§å§â§Ñ §â§Ö§ê§Ö§ß§Ú§ñ §¬§Ñ§ß§Ñ§Ý SMS §¬§Ñ§ß§Ñ§Ý Email §¬§Ñ§ß§Ñ§Ý ?§±§à§é§ä§Ñ? ATM (§ª§©§³/§¡§©§³) Web-§Ò§Ñ§ß§Ü (§Ó§ß§Ö§ê§ß§Ú§Û §ê§Ý§ð§Ù (§Ó§ß§Ö§ê§ß§Ú§Û §ê§Ý§ð§Ù) (§Ó§ß§Ö§ê§ß§Ú§Û §ê§Ý§ð§Ù) ?§ª§ß§ä§Ö§â§Ó§Ö§Û§Ý?) §¡§¢§³ SAS MA §ª§ß§ä§Ö§â§æ§Ö§Û§ã§ß§Ñ§ñ §ª§ß§ä§Ö§â§æ§Ö§Û§ã§ß§Ñ§ñ §ª§ß§ä§Ö§â§æ§Ö§Û§ã§ß§Ñ§ñ §ª§ß§ä§Ö§â§æ§Ö§Û§ã§ß§Ñ§ñ SAS BI §à§Ò§Ý§Ñ§ã§ä§î §Ü§Ñ§ß§Ñ§Ý§à§Ó §à§Ò§Ý§Ñ§ã§ä§î §Ü§Ñ§ß§Ñ§Ý§à§Ó §à§Ò§Ý§Ñ§ã§ä§î §Ü§Ñ§ß§Ñ§Ý§à§Ó §à§Ò§Ý§Ñ§ã§ä§î §Ü§Ñ§ß§Ñ§Ý§à§Ó §±§â§Ö§Õ§Ý§à§Ø§Ö§ß§Ú§ñ, (Web-§Ò§Ñ§ß§Ü) (SMS) (Email) (§±§à§é§ä§Ñ) §Ü§à§Þ§Þ§å§ß§Ú§Ü§Ñ§è§Ú§Ú, §¬§±§¿ §Ü§à§ã§Ó. §à§ä§Ü§Ý§Ú§Ü §Ü§Ñ§Þ§á§Ñ§ß§Ú§Û §©§Ñ§á§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§ß§í§Ö SAS §Ü§à§Þ§Þ§å§ß§Ú§Ü§Ñ§è§Ú§Ú Campaign Operational (§±§à§é§ä§Ñ) Management DB §©§Ñ§á§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§ß§í§Ö §Ü§à§Þ§Þ§å§ß§Ú§Ü§Ñ§è§Ú§Ú §©§Ñ§á§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§ß§í§Ö (Email) SAS §Ü§à§Þ§Þ§å§ß§Ú§Ü§Ñ§è§Ú§Ú Enterprise §©§Ñ§á§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§ß§í§Ö (SMS) Miner §Ü§à§Þ§Þ§å§ß§Ú§Ü§Ñ§è§Ú§Ú (Web-§Ò§Ñ§ß§Ü) Campaign §³§æ§à§â§Þ§Ú§â§à§Ó§Ñ§ß§ß§í§Ö §á§â§Ö§Õ§Ý§à§Ø§Ö§ß§Ú§ñ Management §³§ä§Ñ§ä§å§ã §Ú §Ù§Ñ§á§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§ß§í§Ö §Ü§à§Þ§Þ§å§ß§Ú§Ü§Ñ§è§Ú§Ú Data Mart §Ü§à§ß§ä§Ñ§Ü§ä§à§Ó, §á§â§ñ§Þ§à§Û Analytical (§£§í§á§Ú§ã§Ü§Ú, §¡§´§®) §³§æ§à§â§Þ§Ú§â§à§Ó§Ñ§ß§ß§í§Ö Base Tables §á§â§Ö§Õ§Ý§à§Ø§Ö§ß§Ú§ñ §Ú §à§ä§Ü§Ý§Ú§Ü §Ù§Ñ§á§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§ß§í§Ö §Ü§à§Þ§Þ§å§ß§Ú§Ü§Ñ§è§Ú§Ú (§´§®) §¡§ä§â§Ú§Ò§å§ä§í §¡§ä§â§Ú§Ò§å§ä§í §´§¦§§¦§¢§¡§¯§¬ §Ü§Ý§Ú§Ö§ß§ä§à§Ó §Ü§Ý§Ú§Ö§ß§ä§à§Ó (§Ù§Ó§à§ß§Ü§Ú, §Ó§ã§ä§â§Ö§é§Ú) (§ä§Ö§Ü. §ã§â§Ö§Ù) (§Ú§ã§ä. §ã§â§Ö§Ù) §²§Ö§Ù§å§Ý§î§ä§Ñ§ä§í §Ü§à§Þ§Þ§å§ß§Ú§Ü§Ñ§è§Ú§Û SAS Data Integration (§´§®, SMS, §±§à§é§ä§Ñ, Email, Web-§Ò§Ñ§ß§Ü, ATM) §¥§Ñ§ß§ß§í§Ö §à §²§Ñ§ã§é§Ö§ä §¥§Ñ§ß§ß§í§Ö §à §Ü§â§Ö§Õ§Ú§ä§ß§í§ç §Ý§Ú§Þ§Ú§ä§Ñ, §¦§ª§¥ §Ü§Ý§Ú§Ö§ß§ä§Ñ§ç §Ú §©§Ñ§á§à§Ý§ß§Ö§ß§ß§í§Ö §Ü§Ñ§â§ä§Ñ§ç §Ú §¢§¬§ª §Õ§à§Ô§à§Ó§à§â§Ñ§ç §Ñ§ß§Ü§Ö§ä§í §á§â§à§ã§â§à§é§Ü§Ö §¥§Ñ§ß§ß§í§Ö §à PIF §±§ª§¶§Ñ§ç §¬§Ñ§â§ä§í §¥§Ñ§ß§ß§í§Ö §à §¢§°§³§³ §ã§à§ä§â§å§Õ§ß§Ú§Ü§Ñ§ç §Ò§Ñ§ß§Ü§Ñ §£§Ú§ä§â§Ú§ß§Ñ §Õ§Ñ§ß§ß§í§ç §¶§Ú§Ý§Ú§Ñ§Ý§î§ß§í§Ö Credit Scoring §®-§¢§¡§¯§¬§Ú §¥§Ñ§ß§ß§í§Ö §à §¡§¢§³ §Ü§Ý§Ú§Ö§ß§ä§Ñ§ç §Ú §¢§å§æ§Ö§â§ß§Ñ§ñ §å§ã§Ý§å§Ô§Ñ§ç §à§Ò§Ý§Ñ§ã§ä§î §¥§Ñ§ß§ß§í§Ö §à (§¢§° §²§·§¥) §Ü§â§Ö§Õ§Ú§ä§ß§í§ç WAY4 §Ü§Ñ§â§ä§Ñ§ç §Ú §¥§Ñ§ß§ß§í§Ö §à §ã§é§Ö§ä§Ñ§ç, §ä§â§Ñ§ß§Ù§Ñ§Ü§è§Ú§ñ§ç §Ü§â§Ö§Õ§Ú§ä§Ñ§ç §Ú §Õ§Ö§á§à§Ù§Ú§ä§Ñ§ç 8
- 9. §²§Ö§Ù§å§Ý§î§ä§Ñ§ä§í §á§â§à§Ö§Ü§ä§Ñ ? §±§à§ã§ä§â§à§Ö§ß§Ñ §Ó§Ú§ä§â§Ú§ß§Ñ §Ü§Ý§Ú§Ö§ß§ä§ã§Ü§Ú§ç §Õ§Ñ§ß§ß§í§ç ? §©§Ñ§á§å§ë§Ö§ß§í §Ó§ã§Ö §ä§Ú§á§í §Ü§Ñ§Þ§á§Ñ§ß§Ú§Û, §Ó§Ü§Ý§ð§é§Ñ§ñ §´§Ö§ç§ß§à§Ý§à§Ô§Ú§ñ §Ü§â§Ö§Õ§Ú§ä§ß§í§Ö ? §±§à§Õ§Ü§Ý§ð§é§Ö§ß§í §Ü§Ñ§ß§Ñ§Ý§í Call-center, SMS Email, §±§à§é§ä§Ñ, ATM, ?§£§ç§à§Õ§ñ§ë§Ö§Ö §à§Ò§â§Ñ§ë§Ö§ß§Ú§Ö §Ü§Ý§Ú§Ö§ß§ä§Ñ? ? §£§ß§Ö§Õ§â§Ö§ß §ß§à§Ó§í§Û §á§à§â§ñ§Õ§à§Ü §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§ñ §Ü§Ñ§Þ§á§Ñ§ß§Ú§ñ§Þ§Ú §¸§® ? §²§Ñ§Ù§â§Ñ§Ò§à§ä§Ñ§ß§Ñ §ß§à§Ó§Ñ§ñ §Þ§Ö§ä§à§Õ§Ú§Ü§Ñ §à§è§Ö§ß§Ü§Ú §°§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§ñ §ï§æ§æ§Ö§Ü§ä§Ú§Ó§ß§à§ã§ä§Ú §Ü§Ñ§Þ§á§Ñ§ß§Ú§Û ? §ª§Ù§Þ§Ö§ß§Ñ §à§â§Ô§ê§ä§Ñ§ä§ß§Ñ§ñ §ã§ä§â§å§Ü§ä§å§â§Ñ §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§ñ CRM ? §¡§ß§Ñ§Ý§Ú§Ù, §ã§Ö§Ô§Þ§Ö§ß§ä§Ñ§è§Ú§ñ §Ú §Þ§à§Õ§Ö§Ý§Ú§â§à§Ó§Ñ§ß§Ú§Ö ? Time-to-market < 1 §Þ§Ö§ã. §¢§Ú§Ù§ß§Ö§ã ? §°§ä§Ü§Ý§Ú§Ü §á§à §Ü§Ñ§Þ§á§Ñ§ß§Ú§ñ§Þ > 20% ? 35% §Õ§à§ç§à§Õ§Ñ §â§à§Ù§ß§Ú§é§ß§à§Ô§à §Ò§Ú§Ù§ß§Ö§ã§Ñ §æ§à§â§Þ§Ú§â§å§Ö§ä§ã§ñ §Ù§Ñ §ã§é§Ö§ä §¸§®