Table of Contents
What is ECRM?
Electronic customer relationship management (e-CRM) involves the integration of Web channels into the overall enterprise CRM strategy with the goal of driving consistency within all channels relative to sales, customer service and support (CSS) and marketing initiatives.
What are the various phases of CRM?
The CRM cycle basically consists of four stages – Marketing, Sales, Product, and Support.
What are the components of ECRM?
Components of Customer Relationship Management
- SalesForce Automation. SalesForce Automation is the most essential components of customer relationship management.
- Human Resource Management.
- Lead Management.
- Customer Service.
- Marketing.
- Workflow Automation.
- Business Reporting.
- Analytics.
What are the types of E-CRM?
To start, there are three main types of CRMs: collaborative, operational, and analytical. To help you get your bearings, we’ll cover what a CRM is to begin with, how the three types of CRMs differ, and how to select the right product for your company.
What are the four phases of the customer life cycle?
Each stage in the customer lifecycle—acquisition, service, growth, retention—has its own unique customer needs, attitudes and behaviors. This creates the opportunity to identify and measure competitive performance requirements and metrics for both a particular stage and its relationship to the entire lifecycle.
What is a key element to eCRM strategy?
As we implement eCRM process, there are three steps life cycle: Data collection: About customers preference information for actively (answer knowledge) and passively (surfing record) ways via website, email, questionnaire. Data aggregation: Filter and analysis for firm’s specific needs to fulfill their customers.
What are the applications of eCRM?
Effective e-Customer Relationship Management (eCRM) is a strategic imperative for increasing customer satisfaction and service, online sales, website patronage, loyalty, and retention (Adebanjo, 2003, Feinberg and Kadam, 2002, Kotorov, 2002).