16-11-2012, 06:23 PM
International Conference On Management Perspective
ICOMAP PPT New.ppt (Size: 474.5 KB / Downloads: 47)
eCRM Concepts-What is eCRM
CRM = Customer Relationship Management/Marketing Customer Relationship Management is the seamless co-ordination between sales,customer service,marketing field support and other customer-touching functions.
eCRM = Electronic Customer Relationship Management
The phenomenon of building a relationship with customers via the internet is known as eCRM. It is a sales force automation tool using eCRM technologies or software system [4,5].
Philosophies associated with eCRM
eCommerce - Based on B2C i.e. Business to Consumer
Transactions
eBusiness - Based on B2B i.e. Business to Business Approach
eMarketing - One of the mode of direct marketing.
eCRM (Electronic Customer Relationship Management)- Builds, sustains and improves eBusiness relations with existing and potential customers [1,2]
Key Features of eCRM
Customer Management , Knowledge Management, Case
Management & Account Management
Value-added Services & Supplier Relationships
New Market Dynamics to place customers within a control
Driven by a Data Warehouse
Consistent Metrics to assess customer actions across the
channels
Elements-Customer Selection, Retention ,Acquisition and
Extension
Site Customization [3,4,6,8]