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5 System focus System (created for internal use) designed System (created for external use) designed based on job function and products. 3 System overhead (client computers) The client must download various Does not have these requirements because the applications to view the web-enabled client uses the browser. 2 System interface Implements the use of ERP systems. and Personalized individual views based on personalized views are not available. applications. Web application applications designed for a single designed for enterprise-wide use. 6 System maintenance and modification More time involved in implementation Reduction in time and cost. email. . program changes. wireless. Individual Individual personalization requires has ability to customize view. Implementation and maintenance is more expensive and maintenance can take place at one because the system exists at different location and on one server. They would have to be rewritten for different platform. interacts with the back-end through use of ERP systems. which emphasis is on the back-end. Geared more toward front end.1) What Compare and contrast between CRM and E-CRM ? CRM 1 Customer contacts ECRM Contact with customer made through the All of the traditional methods are used in retail store. 4 Customization and personalization of information Views differ based on the audience. department or business unit. data warehouses. and fax. and PDA technologies. locations and on various servers. phone. and data marts. purchase history and preferences. addition to Internet. Web based on customer needs.
. If you think that your customers won't require any service when they visit your website . 3.2) What are the Benefits of e-CRM of Company ? 1. . Multi Channel interaction: e-CRM will enable your Customer to communicate with your company through any available channel like phone. what services or products the customer inquired about in previous interactions and what products or services may be of interest to the customer. VOIP. 5. video etc. etc.web. over whatever channel is duly recorded and is available to all Service professionals whenever the customer initiates the interaction again. profile. Our knowledge of the customer's tastes. provide comparison of the same with your competitors and help sell more of your goods and services. 2. interests. requirements etc. Target Marketing: Customers get information about selective new products and services based on their previous buying pattern. enable us to bring to notice more of your goods and services.mail. needs.. tastes. 4.think again otherwise that web-site is no good than a static product or service catalog. One to one marketing: We use each customer interaction as an opportunity to reinforce brand loyalty and convert regular interaction into great experience for the customer. We know the person who is calling. e. Personalized Experience: Each and every experience between the company and the customer is personalized. Knowledge: Each and every intercation with the customer. text based collaboration.
since the Internet access points are increasing by the day. your customers can get service right at your site through phone. collaboration or forwarding of pages back and forth between the Representative and the Customer. since communications is the central aspect of customer relations activities. the customer will have the following choices: An icon will be placed on the site for customer to engage in VOIP call. resulting in high flexibility. The point is. New Customers can be gained through web.mail. the customer does not have any choice other than to proceed to check out with the Cart. customers dump the order at check out. This is defined as "services that aim at nurturing customer relationships. Since mCRM is not able to provide a complete range of customer relationship activities it should be integrated in the complete CRM system. text based chat etc. marketing and customer service activities conducted through mobile medium for the purpose of building and maintaining customer relationships between a company and its customer(s). takes this one step further and allows customers or managers to access the systems for instance from a mobile phone or PDA with internet access. We are engaged with your customer in the buying process and we can resolve any issues. Now if a customer wants to order something from your site. In most cases. when the customer is browsing through pages at your site. ECRM allows customers to access company services from more and more places. many opt for the following definition of mCRM: "communication. However. Real Time Interaction: Using Cybergurus e-CRM. which is related to sales.m. pass on any information about your company's product or service. the customer is scrolling at your site and needs some assistance. due to lack of any help. On the contrary. right then and there. assist the customer in any way required. Right Now. This promotes brand loyalty and repeat business from existing customers and emphatically try to convert potential inquirers of products and services into Customers. campaigns. support marketing. 3) What is Mobile CRM ? One subset of Electronic CRM is Mobile CRM (mCRM). sales or services processes. acquiring or maintaining customers. either one-way or interactive. chat. Your customers will have any service available twenty four hours a day.6. mCRM however. seven days a week. 7. e. When we manage your e-CRM initiative. product promotions and marketing offers for specific product. . regular phone call. quick resolution of Customer issues and prompt response. Prompt Service: Our Representatives are highly trained professionals to indelibly etch superior impression and image of your company to your customer through superior service.. and use wireless networks as the medium of delivery to the customers. say at 2:a.
profitable marketing campaign. It also has to be kept in mind that the mobile CRM system must be able to grow and change with the business. Step 4 – Rollout phase: This is when the new system is implemented but also when training on the final product is done with all users. The users are also becoming more sophisticated. There are four basic steps that a company should follow to implement a mobile CRM system: Step 1 .Needs analysis phase: This is the point to take your times and understand all the technical needs and desires for each of the users and stakeholders. 4.There are three main reasons that mobile CRM is becoming so popular. The devices consumers use are improving in multiple ways that allow for this advancement. device storage and security. Displays are larger and clearer and access times on networks are improving overall. 2. 3. The technology to them is nothing new so it is easy to adapt. it simply isn’t enough to know “ Who buys what” in order to build a successful. Advantages of mobile CRM: 1. It is continuously active and allows necessary individuals to take action quickly using the information. 3. 1. which improves and strengthens relationships 4) What are the different steps in ECRM ? 1. . The software being developed for these applications has become worthwhile and useful to end users. 2. The mobile channel creates a more personal direct connection with customers. You need to know who your customers are and how much you should invest in them. Identify the type of customers : For any company. Typically it is an opt-in only channel which allows for high and quality responsiveness. A few main things to consider are screen size. Step 3 – Mobile application testing phase: This step is mostly to ensure that the users and stakeholders all approve of the new system. Step 2 – Mobile design phase: This is the next critical phase that will show all the technical concerns that need to be addressed. Overall it supports loyalty between the customer and company.
A proper development of database is important. Develop an attractive & users friendly website : In the online world in order to develop a strong relationship the website should provide the customer a good experience. 4. high value customers etc. A firm operating In the travel industry should not use colors related to gaming sites. This can be done by using attractive and updated web contents. Each market segment needs to be identified thoroughly. Eg. The website design should be based on the industry its operates and the customer segmentation it targets. re-engineering work processes and support them with the right technologies align the actual business operations with online activities.2. Information gathering & handling : Firms need to develop strategies for gathering and analyzing information about the customer activities. 3. as directed by the Pareto principle. The web site should also encourage return visits. whether its email. Web tracking should be enabled such as time spent on each pages. organization need to consider whether the resources are targeted to the high valve users. 6. . Communicate effective to the targeted customer : There has to be always one to one communication with the customers. behavioral identification the customers. web logs etc. Also it is always important to display a FAQ page in the web. The customer complaints and queries need to be answered quickly. Are they are transactional users. 5. bulletin boards (site communication) etc. The organization has to derermine the communication ways according to the target segments. It should be one to one communication customer quickly : It is necessary to redesigning workflow management systems. Rather than just developing a database firms should think about data mining to target effective communication and life style. nontransactional users. Identify the online customers : The firms have to identify the customer segmentation well.
7. 9. They dictate how. take a deep breath. That’s why developing a personal dialogue with your customers is more critical than ever. and you must respect their privacy. you need to step back. Developing customer centric strategies : In today’s world . Evaluate the result of your strategies : Once you’ve invested in a campaign to communicate with your customers. Building initial trust is very important. when and through what channels your company will communicate with them. and evaluate the results of your venture – who responded and why? And should you invest in these customers again? .consumers are in control. 8. Build Loyalty and Trust : Trust can be seen as a single important element in CRM building online because in the online world there is no physical interaction. but in doing so you must abide by your customers right to opt-in and opt-out of this communication. There are few sets of questions the firms need to answer.
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