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Prem Kumar Aparanji

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Evangelist - SCRM; Sr. Architect - CRM, Cognizant

40 points

WEB: Blog

Aug. 17, 2011

Prem Kumar Aparanji is now following Barry Dalton and 11 other people

Aug. 16, 2011

Prem Kumar Aparanji answered this question

How will the emergence of the Semantic Web change CRM?

Interesting question Brian.
There are two areas where I can see Semantic Web providing value to the customer relationships - one is in Customer experience & another in Customer data.
Semantic Web can be great for creating ads that are contextual, like say you are reading a ... more

Customer Service

May 20, 2011

Prem Kumar Aparanji and 1 other person commented on this post

Embracing Social CRM: What if Mubarak had Radian 6?

Mubarak heard the protests all right, they were there IRL right on the largest square in the country. But he did not listen. He did not act appropriately. He fled. Not sure if listening to social media would have made much bigger difference.
Social Media Monitoring ... more

Information Technology

April 23, 2011

Prem Kumar Aparanji and 7 other people answered this question

Who currently leads the social CRM market?

Caty,
Gartner's definition of Social CRM is a bit confused and inconsistent. Do I consider the definition they provide in the magic quadrant report or the definition they provide in the report where they describe Social, Operational & Analytical CRM?
Even if I am to consider their ... more

Customer Service

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Customer Loyalty

April 12, 2011

Prem Kumar Aparanji recommends this answer by Susan Leighton

How do you use social media in your contact center?

My current company created their own internal site on Sharepoint. It is a huge community (similar to Facebook but more professional) where employees in different sites can read executive blogs, ask questions and communicate with not only senior management but peers. One special feature is ... more

Customer Service

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