Crm presentation final version

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Crm presentation final version

  1. 1. RESEARCH REPORT • Student Name : Phisuthisak N. (ICE) Paul P. • Student ID : 3902564, 33686589 • Teacher : Brendan McCarthy Carmine Sellitto • Subject : Customer Relationship Management
  2. 2. E-CRM INTEGRATING CRM WITH E-BUSINESS
  3. 3. Business Background E-CRM CONCEPT3 OVERVIEW CASE STUDY : FIGLEAVES3 Objective E-CRM Implementation Evidence Of Success Welcome to Figleaves
  4. 4. 1.0 E-CRM CONCEPT E-CRM Integration between customer relationship management with E- technology.
  5. 5. 2.0 CASE STUDY : FIGLEAVES (Julia Reynolds, the Chief Executive Officer of Figleaves, 2007) “Our mission is 'to bring moments of luxury to everybody' whether by offering a hassle free, relaxed shopping experience, making customers feel like they have received a gift in the post with our beautifully wrapped parcels, or the simple pleasure of interacting with the figleaves.com brand and becoming part of our online community”
  6. 6. 2.1 Business Background -1998- www. figleaves. com-2001- Fist time E-CRM Implement -2004- Expand Business to USA. -2005- Upgrade Version -2012- One of the biggest online retailer
  7. 7. 5.1 Business Background
  8. 8. 2.3 Implementation Objectives Inventory Management Same day Ordering Future Expansion User Friendly Interface Goal & Objective Customer Loyalty
  9. 9. 2.4 e-CRM Implementation “We selected Infra- software because it represented best value for money in terms of out of the box functionality and scalability to future needs (Paul Kennedy, Technical Operations Manage 2001)
  10. 10. Select Vendor (2000) 2.4 E-CRM Implementation Project Preparation (2001) Launch Project (2001) Go-live & Support (2003) Evaluation Upgrade (2005)
  11. 11. 2.5 Evidence of success 24 Hours Online Shopping Real-Time Information “Blame On Us” System
  12. 12. 2.5 E-CRM Implementation Free gifts & Vouchers Direct Marketing Campaign
  13. 13. 2.6 Welcome to Figleaves. !!!
  14. 14. 7.0 CONCLUSION
  15. 15. BIBLOGRAPHY Adebanjo, D 2003, ‘Classifying and Selecting e-CRM Applications: An Analysis-Based Proposal’ University of Liverpool, UK. Accessed May 1 2012 online at: http://www.emeraldinsight.com/journals.htm?articleid=865424&show=abstract Bucholtz C, 2011, ‘CRM Total Cost of Ownership: Fees, Subscriptions and Hidden Costs’, CRM Outsiders, USA. Accessed May 1 2012 online at: http://www.cynergysolutions.net/docs/sugarcrm/CRM_Total_Cost_of_Ownership_Analysis.pdf Buttle, F 2009, ‘Customer Relationship Management Concepts and Technologies’, Elsevier, Burlington, MA, USA. Croom S, 2005, ‘The Impact of e-Business on Supply Chain Management: An Empirical Study of Key Developments’, International Journal of Operations & Product Management, Vol. 25, No. 1. Accessed May 1 2012 online at: http://www.emeraldinsight.com/journals.htm?articleid=849583&show=abstract Feinberg R, Kadam R, Hokama L & Kim I, 2002, ‘The State of Electronic Customer Relationship Management in Retailing’, International Journal of Retail & Distribution Management, Vol. 30, No. 10. Accessed May 1 2012 online at: http://www.emeraldinsight.com/journals.htm?articleid=1514991&show=abstract Fux M, & Myrach T, 2010, ‘Adoption of a Destination-Wide CRM Approach: An Empirical Analysis of the Determinants in the Swiss Hospitality Industry’ University of Berne Switzerland. Kennedy A (2006) Electronic Customer Relationship Management (eCRM) Opportunities & Challenges in a Digital World, Irish Marketing Review, Vol. 18, No. 1 & 2. Accessed May 1 2012 online at: http://arrow.dit.ie/cgi/viewcontent.cgi?article=1068&context=buschmarart Loh B, Koo K, & Idrus R, 2010, ‘A Review of Customer Relationship Management System Benefits and Implementation in Small and Medium Enterprises’ University of Computer Sciences, Penang Malaysia. Accessed May 1 2012 online at: www.wseas.us/e-library/conferences/2011/Brasov2/MCBANTA/MCBANTA-44.pdf Matthewson J, 2001 ‘e-Business A Jargon-Free Practical Guide’ Taylor & Francis, Burlington, USA. McGinty M (2004) RFID: Is This Game of Tag Fair Play? Communications of ACM Vol. 47, No. 1. Accessed May 1 2012 online at: https://inderscience.metapress.com/content/66301g51827x7116/resource_secured/?target=fulltext.pdf

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