Electronic customer relationship management

He considered it to consist of attracting, maintaining and enhancing customer relationships within organizations. In doing so, new organizational forms as well as technologies were used, eventually resulting in what we know as customer relationship management.

Electronic customer relationship management

What is meant by the term multichannel service support? Why was it necessary for iRobot to implement multichannel service support?

Describe the benefits iRobot derives from its multichannel support system. Inexpensive and fast, e-mail disseminates information and conducts correspondence on many topics, including responses to customer inquiries.

T1: Electronic Customer Relationship Management (e-CRM)

The ease of sending e-mail messages has resulted in a flood of customer e-mails. Some companies receive tens of thousands of e-mails a week or even a day.

Answering these e-mails manually would be expensive and time-consuming. Customers want quick answers, usually within 24 hours a policy of many organizations. Several vendors offer automated e-mail reply systems known as autoresponders, which provide answers to commonly asked questions.

Autoresponders, also called infobots and e-mail on demand, are text files that are returned via e-mail, automatically on demand. They can relay standard information for support of customer service, marketing, and promotions see egain.

The eGain system egain.

Electronic Customer Relationship Management (E-CRM) - Gartner IT Glossary

For messages that require human attention, the query is assigned an ID number and passed along to a customer agent for a reply. Note that the answers and their relationships to problems questions are stored in a knowledge base and are updated each time a human agent provides a new solution.

Many companies do not provide actual answers in their automatic responses but only acknowledgment that a query has been received. Customer queries are classified in a decision-support repository until a human agent logs in and responds.

Sales Force Automation Salespeople constitute one of the major contact points with customers both individuals and businesses. The more computer support they have available, the better, quicker, more accurate service they can provide to customers. An example of such an application is a wireless device that allows quick communication with the corporate intranet.

For further discussion of SFA applications and issues, see salesforce. Field Service Automation Field service employees, such as sales representatives, are on the move, and they interact directly with the customers. Field service representatives include repair people e.

Providing service employees with mobile devices can increase customer service.Electronic Customer Relationship Management (ECRM) has become the latest paradigm in the world of Customer Relationship Management. ECRM is becoming more and more necessary as businesses take to the web.

No longer can web-enabled companies rely on.

Electronic customer relationship management

Term Customer Relationship Management (CRM) widely used in business sector is referred as a business strategy to attract and retain the economically valuable customers while repel and eliminate economically invaluable ones (Fjermestad ).

the phenomenon of electronic Customer Relationship Management. Also known as Electronic Commerce Customer Relations Management, ECRM is concerned with attracting and keeping economically valuable customers and eliminating economically invaluable ones (Romano ). Romano is convinced that ECRM will continue to develop as an important area of.


Customer-relationship management (CRM) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.

CRM (Customer Relationship Management), sometimes it is called customer management, customer value management, customer centricity, and customer-centric management.

CRM has long been the buzzword for airlines aspiring to ‘one-to-one’ relationships with all customers, all of the time. Electronic Customer Relationship Management (e-CRM) has attracted an expanded attention of practitioners and scholars.

More and more companies are adopting customer-centric strategies, programs, tools, and technology for efficient and effective customer relationship management.

eCRM - Wikipedia