E-CRM

Sneha gupta
 What is E-CRM

 E- CRM is the process of maximizing sales to the existing customer, encouraging continuous
relationships through the use of digital communications technologies such as operational
databases, personalized web messages, Customer Service, Email and Social Media Marketing.
What is e CRM about?
Customer Selection
 Customer Acquisition
 Customer Retention
 Customer Extension
 Customer selection
 Who do you target?
 What value do they bring to your objectives?
 What is their lifecycle?
 Where do we find these customers?
Customer acquisition
Focus on the right segments and target them
 Minimize acquisition costs
Make customer relationship and service quality a priority
 Approach the appropriate platforms
 Customer Retention
Know customers’ needs individually in order to
develop a good e CRM strategy
Offer value continuously in order to retain online
interest and improve customer relationship
Focus on delivering service quality to the utmost
standard
Choose the right channels for your strategy
 Customer Extension
 Recognize the customer’s relationship interest and
respond
 “Cross Sell” and “Up Sell”
 Service Quality
 Use appropriate platforms/channels
 Benefits of e CRM
 Reducing costs in customer targeting
(customizing emails on large scale therefore
reducing costs for direct mail)
 Service level improvements
 Revenue growth
 Productivity
 Customer satisfaction
 Difference between CRM AND E- CRM
 CRM uses phone, fax and retail store for contacting customers while eCRM uses wireless, PDA
technology, internet and email.
 The design of CRM system is related to job products and functions while the design of eCRM
system is related to customer needs.
 The maintenance of CRM is very expensive while the maintenance of eCRM is less expensive
and requires only less time
WHY E- CRM
 Gather and combine customer information into a unified picture
 Response faster and accurately
 Build customer loyalty
 Due to the introduction of new technology
 Due to globalization
 Changing customer attitudes and expectations
 To gain competitive advantage
 To measure, create and increase income for the business
 To reduce costs
Thank you