Smart Restorations ECRM: Internet Marketing Case Study Report

This report presents a comprehensive analysis of Electronic Customer Relationship Marketing (ECRM) within the context of internet marketing, using Smart Restorations Limited as a case study. It begins by defining ECRM and its significance, emphasizing its role in leveraging internet, intranet, and extranet technologies to foster strong customer relationships and enhance profitability. The report delves into the specific features of ECRM, including the use of emails, chat rooms, and other online channels. It examines the benefits of ECRM, such as customer retention, acquisition, and upselling opportunities. The core components of CRM are explored: operational, analytical, and collaborative CRM, detailing how each element contributes to effective customer interaction and data analysis. The case study of Smart Restorations illustrates how the company utilized internet marketing strategies. Finally, the report concludes by underscoring the importance of CRM approaches in building lasting customer relationships and driving business success.

Internet marketing
Electronic customer relationship marketing
Introduction
Electronic Customer Relationship is the concept
which are linked with various functions of CRM
and these can be used vitally in order to use
different services like internet, intranet and
extranet. This is most valuable features in order
to make connection with all its potential
customers thus making effective relationship.
Electronic customer relationship
marketing (ECRM)
E CRM are the features which are based on
internet technologies like e mails, chart rooms,
different websites forums and other channels
used by Media. It is an effective and well-
structured processes which are useful in order to
make strong and effective relations with all their
potential customers in order to enhance
profitability ratios.
In the present business world, it is
essential for all business to develop effective
CRM and it is more focused and customer
centred strategies. This is beneficial for firms in
order to maintain long term effective relationship
with all their customers thus achieving more
profitability.
There are various benefits of using ECRM like
retention of loyal customers who will buy the
products, Increased number of customers who will
purchase their products, cross and up selling of goods
which results in high satisfaction level of the
customers who are purchasing the products.
The Smart Limited Resolution are gaining high number of
customers on low cost factors as they are having low cost on
different services which are linked with marketing.
There are three different component of CRM which are useful
in order to make good interaction with all customers like
analytical, collaborative and operational which are described
below as:
Operational CRM: There is always assistance given to front
office so they can make strong connection with all their
customers and keep their records safe in order to maintain
healthy relations. The staff members are given permission in
order to find out valuable information about their customers.
Analytical CRM: This is an effective way by which firms can
easily analyse the data collected for different purpose like
designing, marketing campaign etc. in effective and planned
ways. The behaviour of customers is notices so there cannot
be any mistakes committed in delivering the products.
Collaborative CRM: There are many
aspects in which firms are dealing like
finance, marketing, sales and technical
support etc. This is valuable for them in
order to track performances of all the
departments. The CRM components are
beneficial in order to collecting
information from different sections thus
quality of products and services can be
enhanced.
Conclusion
The CRM approach are beneficial in order to make
strong relations with their customers which helps
them to earn higher profitability and problems of
their clients can be easily resolved.
Components of CRM