E-CRM Report: Analysis of E-CRM and Customer Relationship Management

This report provides an overview of Electronic Customer Relationship Management (E-CRM), emphasizing its role in enhancing customer experiences and achieving a competitive advantage. It explores key components such as knowledge management, database consolidation, and the integration of systems and channels. The report also highlights the importance of E-CRM in internet marketing and the need for companies to combine all customer-related information. Furthermore, it differentiates between customer-centered services and value-added services, illustrating how businesses can cater to targeted customers' needs and improve customer retention. The report underscores the significance of maintaining healthy relationships with customers through information technology, including intranet and extranet functionalities, ultimately aiming to fulfill customer needs effectively and efficiently. This report is available on Desklib, a platform offering study tools for students.

Internet Marketing
INTRODUCTION
It refers to the concept of maintaining healthy relation with the
targeted customers with the help of information technology. It
includes the functioning, extranet and intranet. Through using
such tools, the company should integrate its available resources
with external marketing strategies which help them in fulfil the
needs and requirements of customers in an effective and efficient
manner.
IMPORTANCE
With the help of this technique the company can able to combine
all materiel information related to customers in one frame.
This help company in retaining loyal customers for longer period
which increases their profit as well.
The outcome of this technique is much faster and quicker as
compared to others.
Different levels of E-CRM: Normally there are two types of E-CRM
where one is customer-based and other one is value centred.
Customer-Centred Services: This is mainly focuses on needs and
requirements of targeted customers and accordingly implement
changes in their products (Lamb, Hair and McDaniel, 2011).
Value-Added Services: It refers to additional services provided by
company along with the products to its targeted customers
through online order taking.
From the above presentation this has been summarized that
internet marketing has made the work easy and more
comfortable for both suppliers and customers.
Conclusion
Increase rapidly in terms of services enquiries.
Improving the customer experience.
Helps company in achieving competitive advantage to
company.
Increase in the growth and success of buyers base.
Key components of electronic customer relationship
marketing:
Knowledge management: It is responsible in gathering
information about buyers and accordingly implement
corrective actions as per the outcomes.
Database Consolidation: It helps in re-engineering all the
business process around customers and make interactions
with them at one place.
Integration of systems and channels: It is helpful in giving
response to customers through various channels such as
chat line, phone etc.
Infrastructure and Technology: Scalability of technology
and company should have an ability to manage.
Need for E-CRM