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CRM


Data Flow New Customer data

Dedup (Within list & repository)

Use EXE provide d by CRM Vendor

Imports data into CRM Mask & Send

Provides data back with Membership no


Campaign Data Flow

Brief on data required for campaign

Response to be used for future campaigns

queries CRM accordingl y

Response imported into CRM

Provide output in form of excel/XML

Provide Campaign Response (Membership no acts as unique identifier)

Unmask data using exe provided by CRM vendor Data send back for campaign

Run the campaign on data provided


Masters •

Customer Master

Company Master

Designation Master

City Master

State Master

Country Master

Region Master

Category Master

Industry Master

TG Mapping Master

Touch Point Master

Response Type Master


Customer Master (Design) Field Membership no Title Name Email Designation Company Address1 Address2 Address3 City Postal/Zip Code State Country Prefix Telephone TGMapping SubCategory IsCustomer Source Contact Mapping Touchpointdate LastContactMade LastContactMadeDate INNewsSignup DNDWhitepaper DNDEvents DNDOnlineCampaigns DNDSalesMeeting DNDWebsiteRegisteration DNDTeleCall DNDDirectMailers DNDEDM_NL DNDMobile DND

Description This field would be the primary key (to define a unique record) for each customer. Would contain the salutation for the person eg - Mr, Mrs would contain the full name of the person. This field would be masked using an would contain the email id of the person. This field would be masked using an exe would be the designation of the person (Master driven data) Would contain the company code. This field would be used to join with the Would contain the address of the person Would contain the address of the person Would contain the address of the person would contain the city where the customer resides (Master driven data) Would contain the Postal/Zip Code of the place where the customer resides Would contain the state in which the customer resides (Master driven data) Would contain the country in which the customer resides (Master driven data) This field would contain the telephone prefix of the customer This field would contain the telephone no of the customer This field would contain the information on under which target audience should this This field would be the further division of the TG mapping This field would contain information on whether the cutomer is an existing This Field would contain information on how the first contact was made with the This field would contain information on who from infosys initiated and made This field would contain who would be the engagement manager for this particular This field would contain the date when the first contact was made with the customer This field would conatin the last communicated type This field would contain the date when the last contact was made This field would conatin information on whether the customer has signed up for In The field would contain 'Y' Flag in case of DND for Whitepapers else will be blank The field would contain 'Y' Flag in case of DND for Events else will be blank The field would contain 'Y' Flag in case of DND for Online Campaign else will be blank The field would contain 'Y' Flag in case of DND for Sales Meeting else will be blank The field would contain 'Y' Flag in case of DND for Website registration else will be blank The field would contain 'Y' Flag in case of DND for Telecall else will be blank The field would contain 'Y' Flag in case of DND for Direct Mailers else will be blank The field would contain 'Y' Flag in case of DND for EDM/NL else will be blank The field would contain 'Y' Flag in case of DND for Mobile else will be blank This filed would be used for those who are not existing customer. It would contain

This would contain all the relevant personal information of the customer who are either existing customer or are prospective customer.


Company Master (Design) Field

Description

Company Code

This field would be the primary key (Unique Identifier) for a company and would be generated by the CRM application

Company Name

This Field would contain the name of the company

Address1

This field would contain the address of the company

Address2

This field would contain the address of the company

Address3

This field would contain the address of the company

City

This field would contain the city where the company is situated (Master Driven)

Postal/Zip Code

This field would contain the Postal/ZipCode where the company is situated

State

This field would contain the state where the company is situated (Master Driven)

Country

This field would contain the country where the company is situated (Master Driven)

Region

This field would contain the region where the company is situated (Master Driven)

Category

This field would define the category of the company for eg if it’s one of the fortune 500 company etc (Master Driven)

HeadQuarter

This field would conatin where the head quarter of the company is situated

Industry

This field would contain to which Industry does the company belong to (Master driven)

No of Employees

This field would contain the total no of employees working in the company

Total Revenue

This field would contain the total revenue of the company

Engagement Manager This field would contain the name of the engagement manager, who would engage with this company Business Unit

This field would contain which Business Unit within Infosys would handle this company

This would contain information about all companies with whom a touchpoint has been initiated or will be initiated


Master (Design) • Touch Point Master •

Field name

Description

TouchPoint Code

This field would be the primary key(Unique field)

TouchPoint Name

This field would contain the actual name of the touchpoint

Master with similar structure – – – – – – – – – –

Industry City Country State TGMapping Response type Category Master Region Master Sub Category Master Designation

Touch Point Sample data

whitepaper Campaign events online campaigns sales meeting Website registeration telecall Blogs Direct Mailers Social Media EDM/NL Mobile


Sample data for Response Type Whitepaper Campaign

Sales Meeting

Qualified Lead

Lead Status

Download

DND

subscribe for NL Website Registeration DND Qualified Lead White paper download Events Subscribe for NL Qualified Lead DND Drop V Card Status of Contact (Agreed for an appointment, Telecall) TeleCall DND Lead Status DND Online Campaigns Qualified Lead

Blogs

White paper download

Initiater

Research Report

Responder

Blog

Frequency

Website browsing detail DND

Direct Mailers Qualified Lead No Response DND


Sample data for Response Type - Contd Social Media

Qualified Lead

White paper download

EDM/NL

Open Status

Links visited

Unsubscribe

Mobile

Qualified Lead

DND


TouchPoint (Design)-Transaction Field

Description

Membership No

This would contain the membership no of the customer with whom a touch point has been made. This field would be used to join with the customer detail master

Campaign

This field would contain the campaign to which the particular member has responded. Need to have a campaign master

Touch PointType

The is the type of touchpoint that has been initiated with the customer. The response could be in terms of email or white paper downloads

Response

This Field would contain information on the response activity. This could be email click URL or the white paper downloaded etc

Activity

This field would contain additional information on the response of the user. In terms of mailer could be the name of the mailer in terms of white paper could be the referrer URL

Infosys Contact

This field would contain information on who from infosys was responsible for the TouchPoint

Intrest Area Date

This field would contain the area of intrest associated with the touch point

This field would contain the date on when the touchpoint contact was made

This would contain all the response information that the customer done for the various touch points initiated


Contents Field

Description

Membership No

This would contain the membership no of the customer with whom a touch point has been made. This field would be used to join with the customer detail master

Campaign

This field would contain the campaign to which the particular member has responded. Need to have a campaign master

Touch PointType

The is the type of touchpoint that has been initiated with the customer. The response could be in terms of email or white paper downloads

Response

This Field would contain information on the response activity. This could be email click URL or the white paper downloaded etc

Activity

This field would contain additional information on the response of the user. In terms of mailer could be the name of the mailer in terms of white paper could be the referrer URL

Infosys Contact

This field would contain information on who from infosys was responsible for the TouchPoint

Intrest Area Date

This would contain all the response information that the customer done for the various touch points initiated

This field would contain the area of intrest associated with the touch point

This field would contain the date on when the touchpoint contact was made

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