Electronic customer relationship management (E-CRM) uses internet technologies like email, websites and chatrooms to achieve customer relationship management goals. It automates marketing, sales and customer service processes through collecting customer data. E-CRM provides benefits like improved customer service, productivity and satisfaction by allowing personalized interactions and insights through a consolidated customer database. However, it also faces disadvantages such as security issues and over-reliance on systems reducing human interactions.
2. Introduction
⚫ Electronic customer relationship management (E-CRM)
is the application of Internet-based technologies such as
emails, websites, chat rooms, forums and other channels
to achieve CRM objectives.
⚫ It is a well-structured and coordinated process of CRM
that automates the processes in marketing, sales and
customer service.
⚫ Electronic customer relationship management provides
an avenue for interactions between a business, its
customers and its employees through Web-based
technologies.
⚫ A typical E-CRM strategy involves collecting customer
information, transaction history and product
information, click stream and contents information.
3. Features of E-CRM
⚫Customer Management
⚫Knowledge Management
⚫Account Management
⚫Case Management
⚫Back-end Management
⚫Reporting and Analysis
4. Benefits of E-CRM
⚫Service level improvements
⚫Revenue Growth
⚫Productivity
⚫Customer Satisfaction
⚫Automation
⚫Communication
⚫Improved analytical data and reporting
5. Working and solution of E-CRM
⚫Analyze relevant data
⚫Meet customer needs
⚫Maximize marketing efforts
⚫Consolidate and close sales
⚫Create your distinct brand
6. Advantages of E-CRM
⚫It allows for the consolidation of customer data and
the basis for deep insights.
⚫It speeds-up the sales conversion process.
⚫It increases staff productivity, lowering time-cost.
⚫It allows geographically dispersed teams to
collaborate effectively.
⚫Improves customer experience by allowing
personalization and improved query resolution.
7. Disadvantages of E-CRM
⚫Customer experience may disapprove due to staff
over-reliance on system.
⚫Security and data protection issues with centralized
data.
⚫Time and initial productivity cost of implementation.
⚫Requires a process-driven sales organization.
⚫CRM may not suit all businesses.
8. E-CRM – Customer Life Cycle
⚫Prospects
⚫First time buyers
⚫Early repeat buyers
⚫Core Customers
⚫Core Defectors
9. Privacy Issues in E-CRM
⚫Collecting customer data
⚫Storing CRM Data
⚫Using CRM Data
⚫Disposing of CRM Data
