School of Management Studies Motilal Nehru National Institute of Technology Allahabad

E- Customer Relationship Management

Click to edit Master subtitle style 5/25/12

Manisha Yadav Apsha Sinha Prakhar Srivastava

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Contents

What is e-CRM? Features How does E-CRM work? e-CRM solution development methodology Business benefits of e-CRM Differences of CRM and e-CRM Management steps of e-CRM Applications of e-CRM
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Advantages of e-CRM

What is e-CRM?
eCRM, or electronic Customer Relationship Management, is an integrated online sales, marketing and service strategy that is used to identify, attract and retain an organization's customers.

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How does E-CRM work?

Web and e-mail Call centre Field Partners Analytics

Customers

Customer Information

Back Office

Marketing

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E-CRM Solution Development Methodology

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Business benefits of eCRM

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Management steps of eCRM

Refinement

Feedback

Refinement 5/25/12

A pplications of eCRM

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e-CRM in Banking

Internet banking Data Warehousing and Data Mining ATMs Telebanking or Mobile banking Computerized decision support system E-mail
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Computer networking

e-CRM in Data mining

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e-CRM in Air line

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e-CRM in Hotel Industr y

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Advanta ges of e-CRM

Increased customer loyalty More effective marketing Improved customer service and support Greater efficiency and cost reduction Multi Channel interaction Prompt Service
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Cost of e-CRM

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Refer ences

Retrieved April 2012, from docs.google.com. Retrieved from http://www.davechaffey.com Hande Kimiloglu, H. Z. (2009). What signifies success in e-CRM? Retrieved April 20, 2012, from http://www.emeraldinsight.com Jiang, M. H. Application of e-CRM to the Airline Industry. Retrieved April 21, 2012, from http://ausweb.scu.edu.au Key Application of e-CRM. Retrieved April 20, 2012, from http://www.scribd.com
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