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eCRM

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Electronic Customer Relationship Management^[1] (eCRM) signifies a method employed by companies to engage with their clientele using technology. This approach is an advanced version of the conventional Customer^[2] Relationship Management (CRM), employing current technologies to optimize and improve customer communications. The objective of eCRM is to comprehend customer actions, handle customer relationships, and elevate revenues via personalized communication. This system facilitates various communication channels with customers and provides immediate responses to their queries. The technological components of eCRM encompass IT tools that amplify customized customer interactions, databases for storing client information, CRM software for automating marketing procedures, and data analytics tools for trend forecasting. eCRM also integrates mobile CRM and virtual CRM, broadening the business’s accessibility to its customers. The implementation of eCRM involves stages like requirements analysis, design, testing, and deployment, and encounters hurdles such as data protection, privacy regulation compliance, and the need to adapt to swiftly evolving customer tastes.

Terms definitions

1. ↑ Customer relationship management ( Customer Relationship Management ) CRM, short for Customer Relationship Management, is a strategic blueprint employed by businesses to enhance and manage their customer interactions. This approach, which has its roots in the database marketing concept of the early 1970s, has adapted over time to include advancements such as data warehousing and SaaS (Software as a Service). CRM is divided into strategic, operational, analytical, and collaborative categories, each fulfilling unique roles. The ultimate objective of CRM is to increase customer loyalty and satisfaction, mitigate complaints, and amplify the worth of customer relationships. A robust CRM strategy encompasses the gathering of customer data, employee training, and the use of social and location-based services to bolster customer engagement. Benefits of this strategy include elevated customer understanding, personalized interactions, and increased efficiency.

2. ↑ Customer ( Customer ) The main keyword in this text is 'customer.' A customer refers to a person or entity that acquires goods or services from a company. They play a vital role in the business environment, establishing connections with companies via transactions. Customers may also be referred to as 'clients,' particularly when they obtain customized advice or solutions from a company. The term 'client' is derived from Latin, suggesting a tendency to lean or bend towards a company. Customers come in various forms - from final customers who directly purchase products or services, to industrial customers who integrate these products or services into their own offerings. These customers can hold different positions in relation to the business, such as being employers in construction endeavors. Companies often divide their customers into distinct groups, like business owners or final users, to better comprehend and cater to them. The comprehension and handling of customer relationships is a crucial field of research and application in business.

eCRM (Wikipedia)

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The eCRM or electronic customer relationship management coined by Oscar Gomes encompasses all standard CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers through the use of information technology (IT).

eCRM processes include data collection, data aggregation, and customer interaction. Compared to traditional CRM, the integrated information for eCRM intraorganizational collaboration can be more efficient to communicate with customers.

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