19-10-2012, 03:35 PM
Emerging Impact of E-Commerce on CRM
Emerging Impact of E-Commerce on CRM.pdf (Size: 55.47 KB / Downloads: 132)
INTRODUCTION
The Internet revolution was really about people customer
and fundamental shift of market power from the seller to
buyer. In the new economy customers expectations are very
different than before. A company understanding of this
difference and its ability to capitalize on it will be the key to
success. The web, the internet and emerging computing and
communication technologies have redefined business
erasing traditional boundaries of time and geography and
creating new virtual communities of customers and
suppliers with new demand to product and services.
E-commerce only forms a fragment of e-business.
Earlier companies had web sites displaying the company
products etc. then they started to use the e-commerce as one
of the distribution channel in addition to the existing system
for sales that is e-commerce.[9]
The term Electronic commerce or e-commerce consists of
all business activities carried on with the use of electronic
media, that is, computer network. It involves conducting
business with the help of the electronic media, making use
of the information technology such as Electronic Data
Interchange (EDI). In simple words, Electronic commerce
involves buying and selling of goods and services over the
World Wide Web. Customers can purchase anything right
from a car or a cake sitting comfortably in his room and gift
it to someone sitting miles apart just by click of a mouse.
Shipping method is generally used for the delivery of the
goods ordered. Every Bank which is highly leading now
performs their transaction through computer and computer
is not only the concept can make off the transaction
automatic. All the commercial application now transfers to
the concept of e-commerce and is one of the very important
aspects for carrying bank transactions falsity.
BENEFITS OF E-CRM
Computers, information technology, and networking are fast
replacing labor-intensive business activities across
industries and in government. Since the early 1990s, the
computer, the internet, and information technology have
IRACST – International Journal of Computer Networks and Wireless
been merged to become a viable substitute for labor-and
paper-intensive banking processes between and across
commercial bank.
This has been seen in the widespread use of the ATM, credit
cards, debit cards, smart cards, and landing through E-CRM
via the Internet. This type of computer based bank-to-bank,
bank to consumer and consumer-to consumer transactional
and informational exchange has been referred to as
Electronic Commerce (EC). The term EC which taken place
out of E-CRM and benefits of E-CRM to bank and its
customers [10]
Interaction with Customers and Satisfaction
According to Harris, E. K.[1]E-CRM customers will have
any service available anytime through out the year and can
assist the customer in any way he required and pass on any
information about your company's product or service, right
then and there with the prior permission when the customer
is browsing through pages at your site.E-CRM maintains
long term relationship with the customers with providing
trust, ethics and friendship.
Speed of processing the transaction through e-response
According to Jason C.H. Chen, S. C., Binshan Lin, Pachi
Chen[2] e- responses were widely used by businesses to
acknowledge receipt of orders, payment and delivery of
information. Many companies have changed the target time
to 24 from 48 hours by the usage of E-CRM.as customers
are able to reach the companies website at any time. It has
also been highlighted that the character of e-responses also
helps build up the relationship between the provider and the
customer
Better service quality
Taylor, L. K [3].states that the main proportions of service
quality are reliability, performance responsiveness, quality,
empathy and assurance In addition, delivering high quality
services is a way companies manage to improve their
customer relationships. Delivering high quality services is a
qualification for achieving customer satisfaction and only
through customer satisfaction can the company gain loyal
customers. Secondly, several of the quality dimensions of
perceived E-CRM are new and most of them are related to
technology: ease of navigation, flexibility, efficiency, site
aesthetics and price knowledge