This presentation discusses electronic customer relationship management (E-CRM). E-CRM uses internet technologies like email, websites and chat rooms to achieve CRM objectives through automated marketing, sales and customer service processes. It has advantages like effective data management, detailed reporting, improved customer loyalty and workflow automation. E-CRM also faces challenges in balancing consistency with customer expectations and legacy systems while managing technological change. The presentation outlines E-CRM features and strategies for defining targets, handling customer types, and selecting CRM software to measure performance. Examples of CRM tools like Zoho and Pipedrive are also provided.

1. PRESENTATION ON ELECTRONIC
CUSTOMER RELATIONSHIP
MANAGEMENT
Submitted to :
Dr. Pooja Pastore
Shukla
Submitted by :
Ishika Agrawal
Khushboo Malviya
Mansi Gupta
Nadeem Sheikh
Pooja Soni

2. E-CRM(Electronic Customer
Relationship Management)
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 is motivated by easy
Internet access through various platforms and devices such as laptops,
mobile devices, desktop PCs and TV sets.

3. ECRM has the following features:
•Customer management
•Account management
•Administrative management
•Case management
•Back-end integration
•Reporting and analysis
FEATURES OF E-CRM

4. ADVANTAGES OF E-CRM
1.Effective Business Data Management
2.Detailed Reporting and Forecasting
3.Improve Customer Loyalty
4.Workflow Automation
5.Awareness of Your Web Customer Needs

5. • Gather And Combine Customer Information Into A Unified
Picture.
• Response Faster And Accurately.
• Build Customer Loyalty.
• Changing Customer Attitudes And Expectations.
• To Gain Competitive Advantage.
• To Measure, Create And Increase Income for The Business.
• To Reduce Costs.
Why E-CRM

6. Challenges of E-CRM
• Balance
• Consistency
• Technology
• Change Management
• Customer expectations
• Legacy Customer
• Care Environment

7. Planning for e-CRM - The Strategy
• Define overall CRM strategy.
• Clearly identify your target market
• Define how each customer type will be handled
• Select CRM Software To Measure Performance
• Continue to re-engage customers

8. TOOLS OF CRM
ZOHO
A CRM tool lets you store customer and prospect contact information, identify sales opportunities,
record service issues, and manage marketing campaigns, all in one central location - and make
information about every customer interaction available to anyone at your company who might need
it.

9. PIPEDRIVE
Pipedrive is a sales CRM and pipeline management tool ideal for small teams. The
software comes stacked with features for tracking performance, managing deals,
predicting revenue, and automating repetitive tasks. Pipedrive includes sales forecasting
and integrations so you can pair your current tools such as Mailchimp or Zapier with your
CRM. There's also a security feature that clarities how your business data is being used.

10. DIFFERENCE BETWEEN CRM AND E-CRM
S.NO
CUSTOMER RELATIONSHIP MANAGEMENT ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT
1. CRM applies traditional tools and standards to perform
its operation.
E-CRM applies electronic/digital tools and standards to
perform its operation.
2. In CRM Customer service is time and space constraint. Customer service can be provided at any time from any
location.
3. In CRM quick response is possible through telephonic
call.
In E-CRM quick response may or may not happen poor
response
4. In CRM system is designed around products and job
function.
In E-CRM system is designed around customer needs

11. Examples of CRM

12. CONCLUSION
E CRM can be cost effective for both small and large
companies in terms of large customer coverage and
reduced use of human and physical resources. It can also
be said that e-CRM alone is insufficient in managing
customer relation because if we want to make e erm
effective then we have to collect sufficient potential data
and we have to take effective further decisions along with
CRM.

13. THANK YOU