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Chapter 5 - Relationship Marketing using Digital Platform - Coggle Diagram
Chapter 5 - Relationship Marketing using Digital Platform
Meaning of E-CRM - is an integrated online sale, marketing, and service strategy that is used to identify, attract, and retain an organization’s customers. It describes improved and increased communication between an organization and its clients by creating and enhancing customer interaction through innovative technology. E-CRM software provides profiles and histories of each interaction the organization has with its customers, making it an important tool for all small and medium businesses.
E-CRM software systems may contain a selection of the following features
Account management
Case management
Knowledge management
Back-end integration
Customer management
Reporting and analysis
Direct benefits of an E-CRM system include
Productivity
Customer satisfaction
Revenue growth
Automation
Service level improvements
4.Implementation of an E-CRM System
Focus on customers
Save money
Develop a plan
Service and support
Define customer relationships
Factors of Online Customer Behaviour
Internal Factors
The Functional Motives
The External Factors
The Non-Functional Motives
Social CRM - is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook.
Types of One-to-one marketing
Customization
Personalization