Electronic Customer Relationship Management

 It is the innovative technology used to
enhance the marketing capabilities.
 It is used to gain the competitive advantage
in the market.
 It proves to effective and efficient for the
organisation.
What is electronic customer
relationship management

 Customer is the person who makes the
decision regarding purchase.
 at the time of purchase, every customer
makes the decision.
 Decision can be high involvement or low
involvement.
 Both the decisions are based on the
satisfaction of customers regarding product
or service.
Consumer buying behaviour

 Helps in creating the customized products
as well as customer profiles.
 Profile based on behaviour can assist in
adding the intelligence to the profile of
customers.
 CRM technology also helps in creating the
health plan for the patients.
How CRM helps in consumer buying
behaviour

 Marketing strategy plays an essential role in
maintaining the positive relationship with
customer.
 Proper research also ensures the positive
feedback on the part of customers.
 Several marketing strategies assist the
organisation in its customer relation
management.
Marketing strategy