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E-CRM: Strategies and Applications

This document discusses electronic customer relationship management (e-CRM). It defines e-CRM as an integrated online sales, marketing, and service strategy used to identify, attract, and retain customers. The document outlines how e-CRM works and the methodology for developing an e-CRM solution. It discusses the business benefits of e-CRM and differences between CRM and e-CRM. Applications of e-CRM in various industries like banking, data mining, airlines, and hotels are also covered.

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Navin Mehta
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311 views20 pages

E-CRM: Strategies and Applications

This document discusses electronic customer relationship management (e-CRM). It defines e-CRM as an integrated online sales, marketing, and service strategy used to identify, attract, and retain customers. The document outlines how e-CRM works and the methodology for developing an e-CRM solution. It discusses the business benefits of e-CRM and differences between CRM and e-CRM. Applications of e-CRM in various industries like banking, data mining, airlines, and hotels are also covered.

Uploaded by

Navin Mehta
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

School of Management Studies Motilal Nehru National Institute of Technology Allahabad

E- Customer Relationship Management


Click to edit Master subtitle style 5/25/12

Manisha Yadav Apsha Sinha Prakhar Srivastava

2011mb29 2011mb30 2011mb34

Contents

What is e-CRM? Features How does E-CRM work? e-CRM solution development methodology Business benefits of e-CRM Differences of CRM and e-CRM Management steps of e-CRM Applications of e-CRM
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Advantages of e-CRM

What is e-CRM?
eCRM, or electronic Customer Relationship Management, is an integrated online sales, marketing and service strategy that is used to identify, attract and retain an organization's customers.

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How does E-CRM work?


Web and e-mail Call centre Field Partners Analytics

Customers

Customer Information

Back Office

Marketing

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E-CRM Solution Development Methodology

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Business benefits of eCRM

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Management steps of eCRM


Refinement

Feedback

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A pplications of eCRM

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e-CRM in Banking

Internet banking Data Warehousing and Data Mining ATMs Telebanking or Mobile banking Computerized decision support system E-mail
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Computer networking

e-CRM in Data mining

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e-CRM in Air line

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e-CRM in Hotel Industr y

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Advanta ges of e-CRM

Increased customer loyalty More effective marketing Improved customer service and support Greater efficiency and cost reduction Multi Channel interaction Prompt Service
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Cost of e-CRM

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Refer ences

Retrieved April 2012, from docs.google.com. Retrieved from http://www.davechaffey.com Hande Kimiloglu, H. Z. (2009). What signifies success in e-CRM? Retrieved April 20, 2012, from http://www.emeraldinsight.com Jiang, M. H. Application of e-CRM to the Airline Industry. Retrieved April 21, 2012, from http://ausweb.scu.edu.au Key Application of e-CRM. Retrieved April 20, 2012, from http://www.scribd.com
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