Ecrm Presentation
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Ecrm Presentation
- 2. Presented By Tahseen Raza BB-25258 Presented To Mr. Sharoon Saleem
- 3. What is E-CRM? e CRM is the process of maximizing sales to the existing customer, encouraging Continuous relationships through the use of digital communications technologies such as operational databases, personalized web messages, Customer Service, Email and Social Media Marketing.
- 4. Differences between CRM and eCRM CRM uses phone, fax and retail store for contacting customers while eCRM uses wireless, PDA technology, internet and email. The design of CRM system is related to job products and functions while the design of eCRM system is related to customer needs. The maintenance of CRM is very expensive while the maintenance of eCRM is less expensive and requires only less time.
- 5. Why e-CRM? • Gather and combine customer information into a unified picture • Response faster and accurately • Build customer loyalty Module 3 3–18
- 6. Different levels of eCRM • Foundational services: This includes the minimum necessary services such as web site effectiveness and responsiveness as well as order fulfillment. • Customer-centered services: These services include order tracking, product configuration and customization as well as security/trust.
- 7. eCRM drivers and challenges • Cost effectiveness of internet • The corporate realizes that consumers no longer tolerate mass mailings or e-messaging • Analysis / Profiling – data mining, statistical analysis • Customer interaction
- 8. Goals of eCRM implementation • Offer an efficient customer self-service where customers could learn about products, purchase service plans, phones and accessories, manage their account, request service and support all in one place • Improve quality of service while reducing costs • Reduce the number of calls to the service center
Editor's Notes
- eCRM This concept is derived from E-commerce. It also uses net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers making use of Information Technology (IT). eCRM is enterprises using IT to integrate internal organization resources and external marketing strategies to understand and fulfill their customers needs. Comparing with traditional CRM, the integrated information for eCRM intraorganizational collaboration can be more efficient to communicate with customers
- Customer relationship management (CRM) systems provide business owners with the strategy, system and tools to help them interact with their customers. In the late 1990s, the Internet and electronic commerce changed CRM, and a new term, electronic customer relationship management (ECRM), was born. Today there is little difference between the two. ECRM is typically considered to be the natural evolution of CRM and not the separate business strategy it once was. personal digital assistant, a handheld device that combines computing, telephone/fax, Internet and networking features. A typical PDA can function as a cellular phone, fax sender, Web browser and personal organizer. Read more : http://www.ehow.com/info_8098762_difference-between-crm-ecrm.html
- A term used to describe actions taken by a business to support its sales and service staff in considering client needs and satisfaction their major priorities. Business strategies that reflect a customer-centered approach might include: developing a quality product appreciate by customers, and responding promptly and respectfully to customer complaints and product queries.Read more: http://www.businessdictionary.com/definition/customer-centered.html#ixzz3JWbS7WLV
- Customer Interaction Management (CIM) refers to a type of Enterprise Software Application which is responsible for managing the interaction between an organisation and its customers.