Unit 30 Internet Marketing: E-CRM Case Study of Smart Restorations

This case study examines Smart Restorations Limited's implementation of electronic customer relationship marketing (E-CRM) strategies. It highlights how the company utilizes various digital channels, including email, internet, PDA technologies, and wireless communication, to enhance customer relationships. The analysis details the benefits Smart Restorations experiences through E-CRM, such as improved multi-channel interaction, enhanced customer knowledge, targeted marketing efforts based on customer profiles and buying patterns, and 24/7 service availability via VOIP, text-based chats, and phone calls. The case study illustrates the effectiveness of E-CRM in helping Smart Restorations connect with customers, improve services, and drive business growth in a competitive market.

3.3 Electronic customer relationship marketing
Electronic customer relationship marketing
includes all traditional methods. In addition
to this, it also includes email, internet, PDA
technologies and wireless. In other words, it
includes all the functions of CRM with the
use of net environment that is extranet,
internet and intranet.
With the help of ECRM, Smart Restoration
has been benefited in number of ways:
Interaction through multi channels: With the
help of ECRM, Smart Restoration is able to
communicate with its customers through any
of the available channels like email, phone,
web, videos, etc. Through these channels,
customers get in close contact with company
and their loyalty increases.
Increases knowledge: When customers
interact with company through different
channels of communication, such as
interaction sessions, it is always recorded and
made available to the company’s marketing
manager. Through this process, the needs,
wants and requirements help in improving the
services and goods.
Target market: Based on the previous buying
pattern, tastes, profile and interest, customers
get information about new services and
products.
Always available: Smart Restoration provides
services to its clients 24*7. If a distributor is
in need of Smart Restoration then he can
place an order even in night. Smart
Restoration provides their services through
VOIP call, through text based chats or
through regular phone calls.