E-CRM and Amazon

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A brief look at how the key features of Customer Relationship Management have shaped the world of electronic relationship building.

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E-CRM and Amazon

  1. 1. Acquiring And Retaining Customers Loyalty/Satisfaction/Delight Customer Retention Customer Lifetime Value (CLV) Technology/Database/System Call-centre Operations Service RecoveryEliminating Unprofitable Customers
  2. 2. Relationship Marketing: Permission Marketing “Ladder of Loyalty” “Contact Strategy”Database Marketing
  3. 3. Customer development Mass Customization through website Online Service FacilitiesManaging E-mail Listing Service Quality Enabling E-mail Multi-Channel Customer Marketing Experience Data Mining
  4. 4. Access

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