E-CRM

Customer Relationship Management is an essential facet of an organization, encompassing the philosophy of organized business that is engaged with a well-knit customer-focused knowledge base. It is more than software or process, and equal to a culture of gaining and keeping value customers, delivering the immitigable benefits. The e-CRM or electronic customer relationship marketing concept is derived from ecommerce. Electronic CRM can contribute incontrovertibly to organizational transformation into a real time enterprise for customers, while harnessing the power of technology in a rapidly changing competitive landscape. The major benefits that accrue are new sales and account opportunities, quicker and smarter decision-making, and better efficiencies leading to significant improvement in customer service. Comparing with traditional CRM, the integrated information for e-CRM intra-organizational collaboration can be more efficient to communicate with customers. The focus of this paper is to discuss the important of e-CRM techniques in providing customers with better services having in view their needs and expectations. The paper also looks at some of the challenges and opportunities related to e-CRM.

2010

The dynamics of the relationship with customers was fundamentally modified with the extremely fast evolution and development of the Internet, as a new channel of communication also as an opportunity to effective fast dissemination. The Internet shifted the ability to control the market from seller to buyers and led to the fundamental modification of the relations with clients. The new client that comes from the Internet channel is looking mainly for 24x7 accesses to seller's information and resources. The Internet client wants right context and ease of navigation with effective search tools. Ultimately, he is looking for a personalized buying experience, defined by ease of opening a personal account, ability to review his shopping cart in real time. CRM (Customer Relationship Management) is defined as the sum of business processes that an organization needs to execute in order to identify, choose, buy, develop and retain its clients. The current article is aiming to present the current architecture designed to fulfil all these requirements.

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.

2010

In the era of digital economy customer satisfaction and loyalty are key factors for the establishment of good relations with customers and partners in the supply chain. For customers to be satisfied data protection and privacy are prerequisite for obtaining quality information. Information gathered may be transformed through a system of business intelligence into a complete enterprise resource planning system. This results in creation of integrated business systems. Using the innovative solutions enables integration of customers, partners and suppliers in a virtual network that is oriented to the end users. The challenge for the companies in the future is introducing the concept of electronic customer relationship management -CRM to increase productivity and profits of the company and thus gain a sustainable competitive advantage. Companies are increasingly exploring the market and searching the best ways to meet needs and requirements of their customers. In order to adapt to digital economy and accept new business philosophy many companies will implement modern technology and software solutions like e-CRM to their information systems. (JEL: A12, C88, P46)

Design, Alignment, and Application, 2009

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

Journal of Physics: Conference Series, 2019

Electronic Customer Relationship Management (e-CRM) is a collection of processes, concepts, and tools that allow an organization to maximize their e-business applications. The purpose of e-CRM is not only to bring about changes in the area of marketing, but also to improve the company's efficiency in managing customers, then to increase customer service, safeguard precious customers, and to help provide organizations with analytic capabilities. The various opportunities provided by e-CRM including interactive and improvised customer relationships, managing customers' touch points and personalization options, even more than that, are a powerful way to gain a competitive advantage. Computer technology including customer profiles, decision support, and data warehouses are all applicable in e-CRM, however, web and computer related development make various additional technologies applicable to e-CRM. Such as voice portals (Interactive Voice Response), bots, virtual customer representatives and web phones (IP Telephony/VoIP). This study provides an analysis and review of e-CRM and its technologies. The 14 papers are the ones that satisfied the inclusion criteria used to select systems for the study. The summary of findings shows that the latest e-CRM technology has its advantages in helping customer service and the benefits of e-CRM from various aspects such as current challenges, developments, comparison between CRM and e-CRM, benefits, impacts, customer relationship, customer satisfaction and the importance of e-CRM. The result of this survey will give future direction to potential.

Pakistan Journal of Humanities and Social Sciences, 2019

This paper highlights the influence of knowledge on the customer relationship as the fourth core component of the CRM components which are technology, people and business processes. The fourth component emerges as a result of the advancement in technology, telecommunications, and the excess in customer information in the era of information. Moreover, this paper highlights the new fifth type of CRM namely “Showroom CRM”. Besides, the other CRM types are strategic CRM, Operational CRM, Analytical CRM and Collaborative CRM. The fifth type is a comprehensive business framework which includes the structure of the other types of CRM. Moreover, the researcher surveyed the web and listed a 250 CRM system packages and programs available in the software market. The summary and classification of the 250 CRM system is given in table (1) of appendix A of the study.

Asian Journal of Technology & Management Research …, 2011

In the world of intense competition, where the customers are more demanding and the competitors are just clicks away, better customer relationship management is the only source of competitive advantage. Creation of strong relationship is the essence of customer relationship management (CRM), which in turn results in revenue optimization, profitability and customer satisfaction. However due to increase in product offerings, increased competition and compressed marketing cycle time; managing customer relationships is becoming more complex. CRM means moving from "Inside -out": the seller -driven enterprise to "Outside -in": the customer driven enterprise. The e -CRM is the combination of business process and technology that seeks to understand a company's customer from a multifaceted perspective. e -CRM involves capturing and integrating all customer data from anywhere in the organization, analyzing and consolidating it into information and then distributing the results to various systems and customer contact points across the enterprise.

Communications of the ACM, 2003

What has changed is the new competitive advantage needed for managing customer relationships online via the Internet. Companies need the ability to track and manage Internetbased e-commerce events that may demand immediate, personalized response irrespective of conventional operating schedules. In particular, most companies are confronted with an increasingly sophisticated customer base that demands a higher level of immediate service across multiple access channels. To satisfy customer needs, companies have to maintain consistency across all interaction channels (such as the Internet, email, telephone, Web, fax, and so on) and across all areas of a company a customer interacts with (including sales, service, marketing, and other fields).

Proceedings of the 35th Annual Hawaii International Conference on System Sciences, 2002

In this paper, we approach electronic commerce Customer Relationship Management (e-CRM) from the perspective of five research areas. Our purpose is to define a conceptual framework to examine the relationships among and between these five research areas within e-CRM and to propose how they might be integrated to further research this area. We begin with a discussion of each of the research areas through brief reviews of relevant literature for each and a discussion of the theoretical and strategic implications associated with some CRM technologies and research areas. Next we present our framework, which focuses on e-CRM from the five research perspectives. We then present a theoretical framework for e-CRM in terms of the five research areas and how they affect one another, as well as e-CRM processes and both performance and non-performance outcomes.