Trends and Benefits of E-Customer Relationship ManagementJournal: International Journal of Mechanical and Production Engineering Research and Development (IJMPERD ) (Vol.10, No. 3)
Publication Date: 2020-06-30
Authors : Bibhuti B Pradhan; Jyoti R Das;
Page : 9455-9460
Keywords : CRM; Customer Satisfaction; ECRM; Relationship Management;
CRM or Customer Relationship Management is a business-wide approach aimed at rising expenses and increasing productivity by improving consumer service, engagement and advocacy. Real CRM draws together knowledge from all data points inside an enterprise (and, where necessary, beyond the company) to provide each user a comprehensive perspective in real time. This helps consumer-facing staff in fields such as distribution, customer service, and promotions to make fast and knowledgeable choices about everything from cross-selling and promotional incentives and strategic campaigns and tactical methods and positioning.Electronic Customer relationship Management (ECRM) has been the current approach in the handling of consumer interactions. As companies turn to the internet, ECRM is becoming even more important. Web-enabled enterprises may no longer rely on conventional brick & mortar tactics which have taken them to where they are today. These companies tend to grow alongside the sector, rather than behind it. This paper highlights ECRMs interest, discusses its advantages and describes the focus points that need to be tackled prior to implementation, identifies future problems through implementation and how to prevent them, investigates current developments and offers a documented success story for ECRM.
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Last modified: 2020-11-18 18:49:37