E-CRM

Submitted to: Dr. Garima Malik

Submitted By:
Kreepa Shankar Chowrasia – A36
INTRODUCTION

“Customer relationship management is the commitment of the company to

place the customer experience at the center of its priorities and to ensure
that incentive systems, processes and information resources leverage the
relationship by enhancing the experience”.

 CRM technologies enable an organization to present a single point of contact to its

customers .

 This is d one i n such a way so as t o del iver an d derive maxim um val ue from the
transaction .

 However, it is impor tant to keep in mind that technol og y is just an enabler.

E- CRM Framework CRM solutions are built to:

Technology
✓ Aid in building profitable,
mutually beneficial and
long-term relationships
with customers.
Knowledge Human
Management Factors ✓Interact with the
E- customers so as to get
closer to them at every
CRM point of contact.

✓Maximize the company’s

Business
Markets
share of the customer’s
Model
wallet.
Components of CRM
involves process
management
technologies

Operational

involves business Involves business

performance performance
management management
technologies technologies

Collaborative Analytical
These architectural framework
is as per META Group CRM
architectural framework
 E- CRM
▪ e C u s to m er Re l a tio ns h ip M a n a g e m en t i s
th e e s ta b lis hm en t, d e ve l op me nt,
m a i n te na nce a n d o p ti miz ation o f l o n g
te r m m u tu a lly va l u ab le r e l a tio ns h ips
b e tw e e n co n s u m e r s a n d o r g a n i z atio ns .
Su cce s s f u l e C RM f o cu s e s o n
u n d e r s tan din g th e n e e d s a n d d e s i r e s o f
th e co n s u m e r a n d i s a ch i e ved b y p l a cin g
th e s e n e e d s a t th e h e a r t o f th e b u s i n e s s
b y i n te gra ting th e m w i th th e
o r g a n iz a tion 's s tra te g y, p e o p l e,
te ch n o lo gy a n d b u s i n e s s p r o ce s s e s . ( C RM
( U K ) L td , 2 0 0 0 )
OBJECTIVES OF eCRM
▪ To p r ov i de b e tte r cu s to m e r s e r vice

▪ To d i s cove r n e w cu s to m e r s

▪ To i n cr e a s e cu s to m e r l oya lty /r eten tion

▪ To h e l p s a l e s s ta f f cl o s e d e a l s f a s te r

▪ To s i m p lify m a r ke tin g a n d s a l e s
p r o ce s s e s .

▪ To r e d u ce th e co s ts ( l i ke
a d m i nis trative )

▪ To i ncr e a se the p r of ita bility, g ood will

e tc. b y i n cr e a s ing th e cu s to m e r
s a ti s f actio n le vel.
Features of e-CRM:
▪ e - C RM i s b a s e d o n va r i ou s e l e ctr onic
ch a n n e ls e g . Ph o n e , m a i l, w e b e tc.

▪ 3 6 0 - d e g r ee cu s tome r f ocu s s ed .

▪ d i f fe re nt f r o m tra d i tion al m a s s
m a r ke tin g.

▪ g oe s b e yond incr easing transaction

vo l u me .

▪ f o cu s e s o n l o n g te r m r e l a tion s hip w i th
cu s to m e r s .

▪ m a i n ly co n ce n tra te s o n r e te n tion o f
cu s to m e r. e - CRM p r ov i d e b e tte r
cu s to m e r s e r v i ces .
 Why employ e-CRM?
▪ C o m p a ny i s n e e d t o t a ke f i r m i n i ti a ti ve s
on the e-CRM frontier to:

1 . O p t i mi ze t h e va l u e o f i n t e ra c ti ve
r e l a ti o n s hi ps .

2 . E n a b l e t h e b u s i n e s s t o e x t e nd i t s
p e r s o n a l i ze d r e a c h .

3 . C o - o r d i n a te m a r ke ti ng i n i tia ti ve s a c r o s s
all the customer channel.

4 . Fo c u s t h e b u s i n e s s o n i m p rovi n g
c u s t o m e r r e l a ti o ns hi p a n d e a r n i ng a
g r e a te r s h a r e o f e a c h c u s t o m e r 's
business through consistent
m e a s u re me n t, a s s e s s m e n t a n d
“a c t i o n a bl e ” c u s t o m e r s t ra t e g i e s .
THANK
YOU