What is Electronic Customer Relationship Management
Electronic Customer Relationship Management(E-CRM)
Definition Of CRM:-
The meaning of CRM is still subject heavy discussions.the overall goal can be seen as effectually managing differentiated relationships with all customer and communication with on an individual basis. CRM is strategy by which companies optimise profitability through enhanced customer satisfaction.
E-CRM:-
- The need for E-CRM is vendor offering exist with the broad E-CRM categories of sales Strong,service and marketing.
- Lack of a single customer centric data.warehouse has caused any addition of more customer touch point only served to worsen the problem caused.
- E-CRM is important for gather and combine customer information into a unified picture,Response faster and accurately ,build customer loyalty.
- E-CRM this concept is derived from e-commerce. it also uses net environment i.e interact,extranet and Internet.
- The goal is to drive consistency with in all channel relative to sales,customer service and marketing initiatives to achieve a flawless customer experience and maximise customer satisfaction,customer loyalty and revenue.
- Therefor,it is just an expanded,integrated version of CRM.
- CRM+ Internet= E-CRM.
- Entirely web-based.
- reduction in time and cost.
- user can be defined with access to only certain option using a role based model.
- E-CRM can be configured to only display page using SSL to ensure that all information passing over the Internet is encrypted.
- Information Integration application an incomplete view of customers reduces their loyalty and trust.To keep up with every customer interaction.
- Customer Analysis application Measures ,predicts and interpret customer behaviours.
- Real - time decision application to coordinate and synchronise communicates across disparate customer.
- Personalised messaging application building customer profiles and enable based on the information integration application.
- Foundational Services this includes the minimum necessary services such as website effectiveness and responsiveness as well as order fulfillment.
- Customer -Centered Services this services include order tracking ,product configuration and customiZation as well as security/ trust.
- Value -Added Services these are extra services such as online auctions and online training and education.
- Improve accuracy and relevancy of recommendations and customer stratification.
- Reduce cost of marketing .
- Increase conversation rate that is turn browser into buyer, customer retention and frequency order size,customer responses and profitability.
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