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e-CRM for business

E-CRM
E-CRM

Internet

Keywords : Electronic Customer Relationship Management , , e-CRM ,


CRM

1.
e-CRM

e-CRM

e-CRM





e-CRM


2.e-CRM
2.1. e-crm
CRM

CRM




e-crm
electronics
E-CRM
internet


[1]
E-CRM(Electronic Customer Relationship Management)

E-CRM
E-mail E-commerce

CRM


E-CRM

(Data
Warehousing) (Customer Profiling)
(Decision Support)

E-CRM

E-CRM

Voice Portals

VoiceXML (Voice
extensible markuplanguage)
BeVocal, TellMe Shoptalk


Web Phones

Voice over IP IP
telephony Software Robots

E-mail Virtual
Customer Service Representatives

(Text to Speech)
E-mail



CallCenter
[2]
2.2.

(Critical

Success

Factors)
E-CRM

2.2.4


E-CRM




(Organization
Development)






E-CRM [2]



2.2.1

2.3. E-CRM
2.3.1

2.3.2

2.2.2

CRM


2.2.3

(Codification) Personalization)


e-mail



web site
2.3.3



2.3.4

[3]
2.4 E-CRM
2.4.1. (Prospecting)
,
,

,
,Web Site, , ,
,
: Ringtone
.
2.4.2.
(Save or Win Back)
1)

2)

: e-mail

2.4.3.

1)
(Value-based
segmentation)

2)

(Need-based
segmentation)


Loyalty Program :

2.4.4. (Cross-sell/Up-sell)
1) (Cross-sell)
:
(Offer:Complementary Product)
2)
(Up-sell) : Honda Accord
Honda Civic [4]
2.5. E-CRM
2.5.1.





2.5.2.
2

2.5.3.

3

2.5.4. 2
Traders
Consumers



2.5.5.




E-CRM
Direct
Marketing ( Telemarketing ) Call
Center ( Warranty Card )
( E-Marketing )

( Public Relations )

( Event Marketing )
(
Advertising )


(
Sales Promotion )



E-CRM [4]

2.6.
2.6.1. E-CRM

E-CRM
internet

2.6.2. (Data Warehouse)


(Data Warehouse)

perational
database

External database





DSS
CRM
2.6.3.





1) E-Commerce (B2C)

(Back-office)
(Supply chain)

2) E-Business (B2B)
(Suppliers)
(Trading

Communities) (E-arketplaces)

E-Supply chain
(Collaborative planning
andforecasting)


E-Trade

(E-Commerce)




(Supply chain)
2.6.6.
John Naisbitt Knowledge Society, Learning
Society

Digital Economy

(Flat Organization and etworking),

(Empowerment) ,
(Self-sustainable)
(Participation)
2.6.7.
(Time based competition)


[5]

2.7.



2.7.1.
,

,

2.7.2.
SWOT Analysis ,
, ,


2549
2551
2.8

1) (Market Automation)

(Personalization) (
)
(Tele-Marketing)

(Data Mining)

2) (Sales automation)


3) (Service)
Call center
Workflow IVR (Interactive Voice
Response)

4) (E-commerce)


5)
(Data Warehousing)





6) (Data Mining and OLAP)





7)
(Internet
Technology)
e-mail
(Instant messaging) MSN messenger
ICQ
8) (Call-center)
PC telephony Internet telephony



9)





10)





(Electronic Customer Relationship Management eCRM) [8]
2.9. 8 CRM
: CRM


75%


CRM


CRM

2 :









3 :





CRM
Sales


CRM
Back Office
4 :
360
CRM

CRM CRM
Consultant
Software



Cross Selling Up Selling
360



5 :

(Conflicting)
(Integration)

CRM
Software
Tailor-made Customized

6 :







Retention
Management


7 : CRM

(One to One)

CRM

8 : Website
Website
E-commerce E-service Web
site


CRM

Website
CRM


Computer Software
(Short Cut)





(Goals)




[7]

2) , , (
)

3)



[5]
2.11.
1
E-CRM



2






[5]

2.10.
1)

1 1


3.



E-CRM

E-CRM

[2]

http://202.183.190.2/dwnld/pworld/pw42/42_it_crm.pdf

ECRM 5
,

, ,
E-CRM
3 ,

E-CRM

[3]

Prosoft

e-CRM.

CRM

http://www.prosoftcrm.in.th/ArticleInfo.aspx?ArticleID=283
7
[4] e-CRM 10 . . 2007
http://4842071030.multiply.com/journal/item/3

[5] E- CRM

: ,

http://www.siamzip.com/tlog/components/com_booklibrary/e
books/TC2_7.pdf

[6] CRM E-Commerce

E-CRM

Using CRM technical : , ,

E-CRM

[7] Nanosoft & Solution Ltd. 8 CRM

http://www.nanosoft.co.th/maktip37.htm

E-CRM ECRM

[8] CRM : Software


E-CRM

http://www.bachelor-inter.com/news/news1.asp

[9] Technical Briefing


http://www.cimaglobal.com/Documents/ImportedDocuments/

4.
[1] .. E-CRM 9 . . 2007
http://4842071004.multiply.com/journal/item/4?&show_inter
stitial=1&u=%2Fjournal%2Fitem

CRM_techrpt_0601.pdf
[10] Vronique des Garets : La Gestion de la Relation Client
dans la banque : http://cermat.iae.univ-tours.fr/IMG/pdf/_05120_VdesGarets.pdf