Analysis of Electronic Customer Relationship Management for Businesses

This report delves into the realm of Electronic Customer Relationship Management (e-CRM), emphasizing its pivotal role in today's competitive business landscape. It defines e-CRM as an integrated online strategy encompassing sales, marketing, and service, aimed at identifying, attracting, and retaining customers. The report highlights how e-CRM enhances communication through innovative technology, providing a comprehensive database of customer interactions. It explores back-end integration, reporting and analysis capabilities, and the application of internet-based technologies such as emails, websites, and forums to achieve CRM objectives. Furthermore, the report discusses the uses of e-CRM software, including customer management, knowledge management, and case management, and the impact of e-CRM on improving customer interactions and meeting individual customer needs. Desklib offers this and other resources to assist students with their studies.

Use Of Electronic Customer Relationship
Electronic Customer Relationship can be defined as the
application of the internet based technologies such as e-
mails; websites; chat rooms; forums; and other channels
with the motive of achieve objectives of the Customer
Relationship Management. It is a completely well
structured and coordinated process of CRM that
automates the process in marketing; sales; and customer
service. An effective Customer Relationship
Management always increases the efficiency of the
process as well as it improves the interactions with the
customer products and services just to meet the
customers individual needs.
This software has following uses:-
 Customer Management:- It is such a database
that provides complete access to all of its
customers that includes their equity status and
correspondence.
 Knowledge Management:- It includes a
centralised knowledge base that handles and
shares customer information. service teams to
perform their functions efficiently.
 Case Management:- The customer relationship
management in the electronic format allows the
people to capture the enquiries; escalating the
priority cases and notifies the
management of unresolved issues.
Electronic Customer Relationship Management plays a very
crucial role in today's competitive business world. It is an
integrated online sales; marketing and service strategy that is
used to identify, attract; and retain an organisation's customers.
It describes improved and increased communication between
an organisation and its clients by creating and enhancing
customer interaction through innovative technology. It is a
software that provides profiles and complete database of each
interaction of an organisation with its customers; making it an
important tool for all small and medium business.
 Back- End Integration:- It blends with the other
systems and perform actions like ;- billing; inventory;
and logistics through relevant customer contact points
such as websites and call centres.
 Reporting And Analysis:- The electronic Customer
Relationship Management is such a way that, allows
the customer for the generation of report on the
behaviour of the customers and understanding the
business criteria.