Professional Documents
Culture Documents
Submitted By:
Kreepa Shankar Chowrasia – A36
INTRODUCTION
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 .
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.
Operational
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 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 )
▪ 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.
▪ 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