E-crm, What is Electronic Customer Relationship Management?

Electronic Customer Relationship Management

 Electronic customer relationship management provides an avenue for interactions between a business, its customers and its employees through Web-based technologies. The process combines software, hardware, processes and management’s commitments geared toward supporting enterprise-wide CRM business strategies.

Electronic customer relationship management is motivated by easy Internet access through various platforms and devices such as laptops, mobile devices, desktop PCs and TV sets. It is not software, however, but rather the utilization of Web-based technologies to interact, understand and ensure customer satisfaction.

An effective E-CRM system tracks a customer’s history through multiple channels in real time, creates and maintains an analytical database, and optimizes a customer’s relation in the three aspects of attraction, expansion and maintenance.

A typical E-CRM strategy involves collecting customer information, transaction history and product information, click stream and contents information. It then analyzes the customer characteristics to give a transactional analysis consisting of the customer’s profile and transactional history, and an activity analysis consisting of exploratory activities showing the customer’s navigation, shopping cart, shopping pattern and more.

The benefits of E-CRM include the following:

• Improved customer relations, service and support
• Matching the customers’ behavior with suitable offers
• Increased customer satisfaction and loyalty
• Greater efficiency and cost reduction
• Increased business revenue

ECRM typically stands for "Electronic Customer Relationship Management." It refers to the use of digital technologies and platforms to manage and enhance relationships with customers. ECRM involves the application of CRM principles and practices through electronic channels, such as email, social media, websites, and other online platforms.

Key components of ECRM may include:

1. Email Marketing: Sending targeted and personalized emails to communicate with customers, promote products or services, and build brand loyalty.
2. Social Media Management: Engaging with customers through social media channels, monitoring conversations, and using these platforms as a means of customer interaction and feedback.
3. Web Analytics: Analyzing customer behavior on websites to gain insights into their preferences, habits, and needs.
4. Customer Data Management: Storing and managing customer data in electronic databases for more efficient and personalized interactions.
5. Online Customer Support: Providing customer support through digital channels, such as chat, email, or online forums.
6. Personalization: Tailoring marketing messages and offers to individual customers based on their preferences and behavior.
7. Mobile CRM: Extending CRM capabilities to mobile devices, allowing businesses to interact with customers on the go.

By leveraging electronic channels, businesses can create more targeted and personalized interactions with their customers, leading to improved customer satisfaction and loyalty. ECRM is closely related to the broader field of CRM, which encompasses both electronic and traditional methods of customer relationship management.

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