CRM & E-CRM

Submitted by:
Aditya Pal Singh Chetna Meenal Pooja Samiksha Joshi Supriya Bag

CRM
Any application or initiative designed to help an organization optimize interactions with customers, suppliers, or prospects via one or more touch points for the purpose of acquiring, retaining customers.

Introduction of E-CRM

E-CRM is the application of CRM to an Ebusiness strategy

Personalization/customization of customers experiences and interactions with the e-business Relationship between merchant and customers is distant Less expensive to keep customers than to acquire new ones Repeat customers have higher lifetime value than onetime buyers

Recall:

E-CRM
With

the abundance of product and services offerings, consumer`s loyalty can only be commanded by providing better portfolio of services. Speed of response and understanding each individual one of the major key issues CRM has become the central focus area around which the entire gamut of organizational activity has to revolve round.

What is E-CRM ?
In simplest terms E-CRM provides company to conduct interactive, personalized and relevant communications across the globe with their customers by utilizing the traditional and electronic channels both.

It adheres to permission based practices, respecting individual's preferences regarding how and whether they wish to communicate with you and it focuses on the understanding how the economics of the customers relationships affects the business.

E- CRM is the electronic based version of CRM. The user of the a e- CRM solution uses the sources of the internet to increase the relationship with the customer.

Web based CRM can easily handle the relationships between Central sales management, regional sales office, customers care, sales, sales distribution, regional sales team.

Why employ E-CRM ?

To optimize the value of the interactive relationships Enable the business to extends its personalized reach in the hand of customers Co-ordinating marketing initiatives across the all customers channels Leverage the customer`s information for more effective emarketing and e-business Focus the business on improving the customers relationship and earning a greater share of each customer`s business through consistent measurement, assessment and actionable customer strategy.

CRM v/s E-CRM

Technological map of CRM
Back-end operations

Technological map of ECRM

Back-end operations

ERP systems

ERP systems

Front-end operations supported through retail stores & through in-house customer service

Front-end operations supported through retail stores, customer call centers, voice response system, kiosks & through in-house customer service