E-Customer Relationship

Manage
➢What is crm?
➢ Def :‘Customer Relationship Management is a comprehensive
approach for creating, maintaining and expanding customer
relationships’.

➢ Customer relationship management (CRM) has the business purpose of

intelligently finding, marketing, selling to and servicing customers.

➢ Functions that support this business purpose include Sales, Marketing and
Customer Service, Training, Professional Development, Performance
Management, Human Resource Development and compensation.
➢ What is E-CRM?
➢ Def: E-CRM provides companies with a means to conduct
interactive, personalized and relevant communications with
customers across both electronic and traditional channels.

➢ It focuses on understanding how the economics of customer

relationships affect the business CRM strategy along with its
electronic component constitutes E-CRM.
➢ Need of E-CRM ?

➢ The CRM offerings remain channel centric not customer

centric.

➢ Contemporary customers facing traditional systems.

➢ Customer centric metrics is non-existence.

➢ Framework of E-CRM?
a) Acquisition
b) Expansion
c) Retention
➢ SIX “ES” IN E-CRM:
The business types must address the six Es in E-CRM to
optimize the value of relationship between companies and
their customers. They are:
1. Electronic
2. Enterprise
3. Empowerment
4. Economics
5. Evaluation
6. External Information
SIMILARITIES BETWEEN CRM AND E-CRM
Differences between CRM & E-CRM:
Component of E-CRM
1. E-CRM Assessment
2. E-CRM strategy alignment
3. E-CRM architecture
Customer Analytic Software
Data Mining Software
Campaign Management Software
Business Simulation
Real Time Decision Engine
ARCHITECTURE OF CRM