e-CRM
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E-CRM involves two main objectives: 1) Providing a single view of the customer across all touchpoints and channels for the organization, and 2) Providing the customer with a single view of the company across all external channels. E-CRM cannot be separated from CRM - it must be integrated seamlessly. E-CRM is well-established as an approach to acquiring customers and retaining them to increase their lifetime value. The main components of an effective e-CRM system include permission marketing, database marketing, providing a 360 degree view of customers, and improving marketing/sales decision making through measurement and process improvement. Developing loyalty and continuity are also important aspects of an effective e-CRM system.
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e-CRM
E-CRM involves two main objectives: 1) Providing a single view of the customer across all touchpoints and channels for the organization, and 2) Providing the customer with a single view of the company across all external channels. E-CRM cannot be separated from CRM - it must be integrated seamlessly. E-CRM is well-established as an approach to acquiring customers and retaining them to increase their lifetime value. The main components of an effective e-CRM system include permission marketing, database marketing, providing a 360 degree view of customers, and improving marketing/sales decision making through measurement and process improvement. Developing loyalty and continuity are also important aspects of an effective e-CRM system.
E- CRM
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
ECRM and ROLES of CRM
The document discusses electronic customer relationship management (E-CRM). It defines E-CRM as using information technology to integrate internal resources and external marketing strategies to understand and fulfill customer wants. E-CRM offers sharing of information and analytical tools to analyze customer needs and maintain long-term relationships. Key components of an E-CRM strategy include collaborative technologies, web services, e-sales, e-marketing, e-profiling, and e-services. The document also outlines advantages like mass customization and convenient customer access, and disadvantages such as difficulty identifying business problems and potential network failures irritating customers.
Ecrm anki tn-agin
CRM focuses on optimizing profitability through enhanced customer satisfaction and loyalty by automating and enhancing customer-centric processes. It evolved from cost reduction strategies in the 1980s to growth strategies and marketing led approaches in the 2000s. Electronic CRM (eCRM) expands traditional CRM techniques by integrating electronic channels like web and wireless technologies into the overall enterprise CRM strategy to measure, create, and increase income while reducing costs for each customer segment to generate greater lifetime value. eCRM systems use customer analytic software, data mining software, campaign management software, business simulation, and a real-time decision engine to achieve these goals.
E crm
1) The document discusses the application of e-customer relationship management (e-CRM) and how it uses internet technologies to manage customer relationships and personalize marketing messages.
2) It explains the objectives of e-CRM, which include effectively managing customer relationships and increasing customer loyalty through improved satisfaction.
3) The key differences between traditional CRM and e-CRM are described, with e-CRM using more modern internet and wireless technologies for customer contacts.
E CRM
E-CRM involves using digital technologies like databases, email, and social media to maximize sales to existing customers and encourage ongoing customer relationships. It focuses on customer selection, acquisition, retention, and extension. E-CRM allows companies to gather unified customer information, respond faster to customers, build loyalty, and gain competitive advantages like increased income and reduced costs. Examples of e-CRM include using customer data to send personalized emails, recommendations, loyalty programs, and call center CRM software to improve customer service.
E crm1
The document discusses electronic customer relationship management (eCRM). It states that eCRM uses internet and electronic channels to manage customer relationships by providing the right communication, information, amount of content, and timing to fit each customer's specific needs. Effective eCRM can help companies reduce costs, tighten relationships, and personalize marketing through technologies like sales force automation and virtual worlds. It allows companies to differentiate customers and address them individually.
E CRM
Introduces to the topic of ECRM. Reasons for its introduction and development. Why is it important for marketers and customers?
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e-CRM
E-CRM involves two main objectives: 1) Providing a single view of the customer across all touchpoints and channels for the organization, and 2) Providing the customer with a single view of the company across all external channels. E-CRM cannot be separated from CRM - it must be integrated seamlessly. E-CRM is well-established as an approach to acquiring customers and retaining them to increase their lifetime value. The main components of an effective e-CRM system include permission marketing, database marketing, providing a 360 degree view of customers, and improving marketing/sales decision making through measurement and process improvement. Developing loyalty and continuity are also important aspects of an effective e-CRM system.
E- CRM
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
ECRM and ROLES of CRM
The document discusses electronic customer relationship management (E-CRM). It defines E-CRM as using information technology to integrate internal resources and external marketing strategies to understand and fulfill customer wants. E-CRM offers sharing of information and analytical tools to analyze customer needs and maintain long-term relationships. Key components of an E-CRM strategy include collaborative technologies, web services, e-sales, e-marketing, e-profiling, and e-services. The document also outlines advantages like mass customization and convenient customer access, and disadvantages such as difficulty identifying business problems and potential network failures irritating customers.
Ecrm anki tn-agin
CRM focuses on optimizing profitability through enhanced customer satisfaction and loyalty by automating and enhancing customer-centric processes. It evolved from cost reduction strategies in the 1980s to growth strategies and marketing led approaches in the 2000s. Electronic CRM (eCRM) expands traditional CRM techniques by integrating electronic channels like web and wireless technologies into the overall enterprise CRM strategy to measure, create, and increase income while reducing costs for each customer segment to generate greater lifetime value. eCRM systems use customer analytic software, data mining software, campaign management software, business simulation, and a real-time decision engine to achieve these goals.
E crm
1) The document discusses the application of e-customer relationship management (e-CRM) and how it uses internet technologies to manage customer relationships and personalize marketing messages.
2) It explains the objectives of e-CRM, which include effectively managing customer relationships and increasing customer loyalty through improved satisfaction.
3) The key differences between traditional CRM and e-CRM are described, with e-CRM using more modern internet and wireless technologies for customer contacts.
E CRM
E-CRM involves using digital technologies like databases, email, and social media to maximize sales to existing customers and encourage ongoing customer relationships. It focuses on customer selection, acquisition, retention, and extension. E-CRM allows companies to gather unified customer information, respond faster to customers, build loyalty, and gain competitive advantages like increased income and reduced costs. Examples of e-CRM include using customer data to send personalized emails, recommendations, loyalty programs, and call center CRM software to improve customer service.
E crm1
The document discusses electronic customer relationship management (eCRM). It states that eCRM uses internet and electronic channels to manage customer relationships by providing the right communication, information, amount of content, and timing to fit each customer's specific needs. Effective eCRM can help companies reduce costs, tighten relationships, and personalize marketing through technologies like sales force automation and virtual worlds. It allows companies to differentiate customers and address them individually.
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Introduces to the topic of ECRM. Reasons for its introduction and development. Why is it important for marketers and customers?
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This document discusses e-CRM (electronic customer relationship management). It defines e-CRM as using digital technologies like databases, personalized web messages, email, and social media to maximize sales to existing customers and encourage ongoing relationships. It outlines differences between traditional CRM and e-CRM, benefits of e-CRM like faster response and building loyalty, different levels of e-CRM services, drivers and challenges of e-CRM implementation, and goals of e-CRM like enabling efficient self-service for customers.
E Crm
E-CRM expands traditional CRM techniques by integrating electronic channels like the web, wireless technologies, and voice technologies. This allows for consistency across all sales, customer service, and marketing channels. The goal is to achieve a seamless customer experience and maximize customer satisfaction, loyalty, and revenue. E-CRM addresses issues with traditional CRM like siloed data and lack of a single customer view by consolidating customer data from different sources. It also uses tools like customer analysis, real-time decision making, and personalized messaging to better understand customer behavior and interactions and provide customized experiences. The benefits of E-CRM include improving customer retention and relationships, increasing efficiency, and enabling 24/7 customer interactions.
Electronic customer relationship management (e crm)
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.
Electronic Customer Relationship Management (E-CRM)
The document discusses Customer Relationship Management (CRM) and Electronic Customer Relationship Management (E-CRM). CRM aims to optimize profitability through enhanced customer satisfaction by automating and enhancing customer-centric processes. E-CRM expands on traditional CRM by integrating electronic channels like web, wireless, and voice technologies. E-CRM provides avenues for business-customer-employee interactions through web technologies and combines software, hardware, and processes to support enterprise-wide CRM strategies. The goals of both CRM and E-CRM are to maximize revenue from existing customers, provide excellent service using integrated customer information, and introduce consistent channel processes to acquire, enhance, and retain profitable customers.
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Electronic Customer Relationship Management (E-CRM)
E-CRM This concept is derived from E-commerce. It also uses net
environment i.e., intranet, extranet and internet
Definition of E-CRM: Electronic CRM concerns all forms of managing
relationships with customers making use of Information Technology (IT).
E-CRM (Electronic Customer Relationship Management) expands the
traditional CRM techniques by integrating new electronic channels, such
as Web, wireless, and voice technologies and combines it with e-business
applications into the overall enterprise CRM strategy.
The goal is to drive consistency within all channels relative to sales,
customer service and marketing initiatives to achieve a flawless customer
experience and maximize customer satisfaction, customer loyalty and
revenue.
CRM Introduction
This chapter covers the basic introduction to Customer Relationship Management. It provides a conceptual foundation to CRM practices and implementation of the CRM
CRM presentation
A presentation on customer relationship management , making it easy for you to understand what 'CRM' actually is! this presentation is a part of my course titled
'E-business management' . special thanks to my team mates ammara ahmad , tanvi chaturvedi,and lekshmi jagan for helping me out with this amazing presentation.
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Electronic customer relationship management (e-CRM) involves integrating web channels into an organization's overall CRM strategy to drive consistency across all sales, customer service, and marketing channels. E-CRM uses information technology to implement relationship marketing strategies by collecting customer data, aggregating it, and interacting with customers. It allows organizations to target customers more cost-effectively, achieve mass customization, and increase the depth, breadth, and nature of customer relationships while lowering costs compared to traditional CRM. The key steps in e-CRM include data collection, data aggregation, and customer interaction.
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Whether you're looking for your first CRM (customer relationship management) app or in search of a replacement system, this slideshow shows you the top software available today. Each comes with a unique offering, a relatively quick setup process and a Zapier integration, meaning you can easily connect your CRM to the other apps in your workflow.
This SlideShare presentation is free resource from Zapier.
For more on CRMs, see https://zapier.com/learn/ultimate-guide-to-crm-apps/
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This document discusses e-customer relationship management (e-CRM). It begins by defining CRM and explaining how e-CRM applies CRM strategies to e-business. It then discusses how e-businesses can track and analyze customer data through log-file analysis, data mining, and tools like WebTrends. The document also covers personalization techniques including intelligent agents and collaborative filtering. It describes how e-businesses can maintain customer contact through options like frequently asked questions, email, online text chatting, and voice communications. Finally, it briefly discusses business-to-business e-CRM and complete e-CRM solutions.
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E-CRM expands traditional CRM techniques by integrating electronic channels like the web, wireless technologies, and voice technologies. This allows for consistency across all sales, customer service, and marketing channels. The goal is to achieve a seamless customer experience and maximize customer satisfaction, loyalty, and revenue. E-CRM addresses issues with traditional CRM like siloed data and lack of a single customer view by consolidating customer data from different sources. It also uses tools like customer analysis, real-time decision making, and personalized messaging to better understand customer behavior and interactions and provide customized experiences. The benefits of E-CRM include improving customer retention and relationships, increasing efficiency, and enabling 24/7 customer interactions.
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The document discusses e-CRM (electronic customer relationship management) and its key applications and management steps for integration. It describes how e-CRM expands traditional CRM by integrating new electronic channels like websites to provide a unified view of customers across interactions. The main applications of e-CRM include information integration, customer analysis, campaign management, real-time decision making, and personalized messaging. Effective management steps for e-CRM integration include identifying existing CRM processes, formulating a vision and strategy, securing management support, choosing technology partners, and evaluating metrics.
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Electronic Customer Relationship Management (E-CRM)
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environment i.e., intranet, extranet and internet
Definition of E-CRM: Electronic CRM concerns all forms of managing
relationships with customers making use of Information Technology (IT).
E-CRM (Electronic Customer Relationship Management) expands the
traditional CRM techniques by integrating new electronic channels, such
as Web, wireless, and voice technologies and combines it with e-business
applications into the overall enterprise CRM strategy.
The goal is to drive consistency within all channels relative to sales,
customer service and marketing initiatives to achieve a flawless customer
experience and maximize customer satisfaction, customer loyalty and
revenue.
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Electronic customer relationship management (e-CRM) involves integrating web channels into an organization's overall CRM strategy to drive consistency across all sales, customer service, and marketing channels. E-CRM uses information technology to implement relationship marketing strategies by collecting customer data, aggregating it, and interacting with customers. It allows organizations to target customers more cost-effectively, achieve mass customization, and increase the depth, breadth, and nature of customer relationships while lowering costs compared to traditional CRM. The key steps in e-CRM include data collection, data aggregation, and customer interaction.
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Whether you're looking for your first CRM (customer relationship management) app or in search of a replacement system, this slideshow shows you the top software available today. Each comes with a unique offering, a relatively quick setup process and a Zapier integration, meaning you can easily connect your CRM to the other apps in your workflow.
This SlideShare presentation is free resource from Zapier.
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The document discusses customer relationship management (CRM) and its evolution with technology. It explains that CRM aims to optimize profitability through enhanced customer satisfaction, automating and enhancing customer-centric processes. eCRM expands traditional CRM by integrating electronic channels like web and wireless technologies. Effective eCRM requires understanding customers, capturing and analyzing data, and providing personalized, targeted experiences across channels to improve customer retention and reduce costs.
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1. The document discusses choosing the right CRM solution for a business. It covers what CRM is and isn't, the benefits of CRM, different types of CRM, and reviews various CRM solutions including standalone, integrated, and all-in-one options.
2. Key benefits discussed include solutions being tailored to a business, rapid deployment, intuitive user interfaces, and scalability. Types of CRM covered are analytical, collaborative, operational, geographic, and sales intelligence. The market for CRM solutions is explored along with pricing ranges.
3. The presentation ends with a discussion that emphasizes choosing a solution based on needs and strategy, trying tools before committing, and that no single solution is best
Customer Relationship Management (CRM) Presentation
Customer relationship management (CRM) involves managing interactions with customers during the sales process. There are four main types of CRM systems: operational, analytical, collaborative, and strategic. Operational CRM uses automation to serve customer relationship strategies, analytical CRM collects data to increase satisfaction and retention, collaborative CRM enables communication between organizations regarding customer service, and strategic CRM aims to win and keep profitable customers. Benefits of CRM include personalization, increased customer retention and productivity, enhanced profitability, saving time and money, data security, and simplified collaboration. Challenges include siloed data between departments, lack of data entry time, ensuring data security, assessing time and costs, defining project scope, and integration issues.
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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.
Ecrm
E-CRM, or electronic customer relationship management, uses information technology to integrate internal organization resources and external marketing strategies to understand and fulfill customer needs. It allows companies to manage relationships with customers through digital channels like the internet, intranet, and extranet. Successful e-CRM implementation requires developing customer-centric strategies, redesigning workflow systems, re-engineering processes, and supporting the right technologies. Mobile CRM is also growing in popularity as it allows for a more personal connection with customers through wireless devices.
Portfolio-Khatim-Abbas-CRM-Digital-Marketing-Final
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E business - STRATEGIES AND CRITICAL FACTORS IN CRM SELECTION IMPLEMENTATION ...
Customer Relationship Management or CRM is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. It's a strategy used to learn more about customer’s needs and behaviour in order to develop stronger relationships with them. After all, good customer relationships are at the heart of business success.
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The document discusses social customer relationship management (social CRM). It defines social CRM as a strategy supported by tools and technologies focused on customer engagement and interactions, with transactions as a byproduct. The strategy still involves backend CRM processes and systems to manage customer relationships efficiently. Social CRM emerged as e-commerce changed businesses, requiring the ability to track online events across channels. The document outlines four strategies for implementing social CRM and provides examples like P&G's customer development program and how Dell generates leads through Twitter.
Presentation on Chapter 14: CRM in E-Marketing [Elegant (VI)]
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(Based on the study of E-Marketing)
It is based on the Chapter: 14 Customer Relationship Management from E-Marketing book by Strauss, Ansary & Frost 4th edition.
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crm
The document provides an overview of customer relationship management (CRM). It discusses that CRM focuses on understanding customer needs and creating value through relationships rather than just transactions. CRM involves gathering customer data, customizing communications and offers, and using integrated systems to support relationship management across departments. The goal is to encourage repeat purchases and reduce customers switching to competitors by delivering superior personalized service and value.
Career in CRM.pptx
Career in Crm :- Customer Relationship Management (CRM) has become an essential aspect of business operations in today's highly competitive market. By effectively managing relationships with customers, companies can enhance customer satisfaction, increase sales, and drive business growth. As a result, the demand for professionals with expertise in CRM is on the rise. In this article, we will explore the various aspects of building a successful career in CRM and the opportunities it offers.
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This document discusses selecting a customer relationship management (CRM) system. It provides background on growing CRM software spending and the key components of CRM systems. It also presents a client case study where a theme park company needs to select a new CRM system. The document discusses the client's current CRM capabilities and architecture, requirements for a new system, potential vendor demonstrations, and an approach to creating a vendor shortlist. The goal is to help the client identify a CRM solution that aligns with their business needs and enables improved marketing, sales, and customer service.
Customer Relationship Management Presentation
CRM definition
CRM characteristics
Components
The role of CRM
Examples of a successful CRM
The challenges that CRM faces
Success factors of CRM
Research discussion
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e-CRM
- 1. E-CRM Chapter 8 By Angela Edwards March 14th, 2012
- 2. What is e-CRM? Is it the old CRM with some internet bolted onto it?
- 3. Theories of e-CRM O’Brien and Marakas 2007, CRM is…………. Managing the full range of the customer relationship and involves two related objectives: 3.To provide the organization and all its customer-facing employees with a single view of every customer at every touch point across all channels. 4.To provide the customer with a single, complete view of he company and its external channels Chaffey and Smith 2008, says…….. 6.e-CRM cannot be separated from CRM, it needs to be integrated and seamless. 7.It is well established as an approach to acquiring customer and then retaining them to develop a higher life-time value for each customer.
- 4. CRM Evolution Cost Reduction Strategy Growth Strategy BPR ERP SFA CRM eCRM Business Led IT Led Marketing Led 1980s 1990s 2000s ©2003 Chapelfield Systems Ltd www.chapelfieldsystems.com
- 5. So what does e-CRM entail?
- 6. Main Components of e-CRM Permission Marketing: • Gaining Permission - Customer Opts-in / out (churn rate) • Collaboration • Dialogue-Trialogue •Database marketing • Data mining • Profiling
- 7. The ‘e’ in CRM & the benefits of e-CRM • A 360 degree view of your customers. •Improves Marketing and Sales decision making. •Increase efficiency. •Enable measurement to processes, leading process improvement. •One average purchase intent sees a double digit increase after someone has been to a site more than once (Flores and Eltvedt 2005)
- 8. Developing an effective e-CRM System……… There is no one scientific formula or super-platform available, but some crutial components are: •Attract – Gain Permission; Collobrate; Dialogue; Trialogue •Capture data – Data mining, e-CRM system •Get closer - Sense and response marketing - profiling •Embrace Them - DRAMA •Golden Handcuffs – Once you get them to show some loyalty, build a system whereby things are too good for them to leave. (Chaffey & Smith 2008) - Continuity.
- 9. References • Chaffey, Dave, and PR. Smith. 2008. eMarketing eXcellence: Planning and optimizing your digital marketing. Slovenia. • O’Brien, James A., and George M. Marakas. 2010. Introduction to information systems. New York: McGraw-Hill Companies Inc. • YouTube video. Made in Social. http://www.youtube.com/watch?v=x_NT6vLUgUs (Accessed March 07th , 2012) • Chapelfield Systems Ltd. 2003. What is e-CRM. www.chapelfield.com (Accessed March 07th, 2012)
- 10. Thank You
Editor's Notes
- DRAMA- Dialogue, relevancy, accuracy, magic, access