CRM in New Economy "E-CRM"

[Sandeep Kashyap]

Hi friends,
As Austin says that we as marketers would be serving to the customers
that are kids or are yet to born, the traditional way of serving the
customers of our father's generation won't work, we need to have new
CRM strategy to serve the "D-Generation"(digital generation) termed as
E-CRM.

Let me explain what is E-CRM?

E-CRM is not just customer service, self-service web applications,
sales force automation tools or the analysis of customers' purchasing
behaviors on the internet. E-CRM is all of these initiatives working
together to enable an organization to more effectively respond to its
customers' needs and to market to them on a one-to-one basis.

Hence we can say that E-CRM is a powerful tool for one to one segment.
(which not only cost time but also money).

One of the reasons E-CRM is so popular nowadays is that digital
channels can create unique and positive experiences – not just
transactions – for customers.

Thanks

Sandeep Kashyap

[Abhishek Roy]

hi. Sandeep

 Its quite a good effort on your part to give a new direction to our discussion by introducing eCRM , which is going to play a big part in the new economy as a marketing strategy. But it be better if you explain what exactly is eCRM with a real life example.

 By reading your post I am not able to still now decipher what exactly eCRM is all about.

cheers!

Roy

[jitench...@gmail.com]

Hi Sandeep,

You have rightly brought a very good point to our notice, but I would
like to take this further and introduce the term "mCRM" - Mobile CRM.

Mobile CRM (mCRM) is a subset of eCRM. This is defined as “services
that aim at nurturing customer relationships, acquiring or maintaining
customers, support marketing, sales or services processes, and use
wireless networks as the medium of delivery to the customers. However,
since communications is the central aspect of customer relations
activities, many opt for the following definition of mCRM:
“communication, either one-way or interactive, which is related to
sales, marketing and customer service activities conducted through
mobile medium for the purpose of building and maintaining customer
relationships between a company and its customer(s).
eCRM allows customers to access company services from more and more
places, since the Internet access points are increasing by the day.
mCRM however, takes this one step further and allows customers or
managers to access the systems for instance from a mobile phone or PDA
with internet access, resulting in high flexibility. An example of a
company that implemented mCRM is Finnair, who made it possible for
their customers to check in for their flights by SMS.

Cheers,
Jiten

[jitench...@gmail.com]

Hi Roy,

An example of eCRM can be a company like DELL which allows the
customers to personalize and also report grievances over the internet.
They have been hugely successful in doing that over the years.

Cheers,
Jiten

On Feb 8, 12:14 am, Abhishek Roy <abhi.ro...@gmail.com> wrote:

[Abhishek Roy]

hi, jiten

 The case of DELL is more to do with customization than CRM.

[sandeep kashyap]

Hi Roy,

Appreciate your curiosity for knowing the real life examples ,but don't tell you can't make out what eCRM is ??

Visit the link http://www.e-crm.co.uk/about-you/some-clients.html you may get many real life examples.

Cheers 

Sandeep 

[jitench...@gmail.com]

Hi Roy,

The DELL case is actually customization over the internet which
classifies it under e-CRM.

[jitench...@gmail.com]

Hi Roy,

The Dell case is actually customisation over the internet which
classifies as an example of e-CRM.

[Abheek]

WoW, never new CRM could be developed in so many ways. Just came
across this new development in the field of CRM: iCRM or intelligent
CRM. We can have the integration of artificial intelligence and CRM to
provide more advnaced CRM strategies. Intelligent CRM Strategies. The
right CRM strategies, processes and technologies will improve the
efficacy of the sales, marketing and customer service functions. They
can also help companies better understand their customers and
anticipate their future needs. Successfully mastering customer data is
a significant competitive advantage for companies. Failing to capture
and, most importantly, understand and act upon this information can be
fatal. Thus, I believe having more research on iCRM is the key.

[jitench...@gmail.com]

Sorry for the double post, Guys

[Abheek]

And just to think about it, wouldn't it be better if we could
integrate all these channels viz. mobile, internet et al in one
channel..aka an Integrated CRM? Microsoft is implementing such a
project the benefits of which are enlisted below:
. Why is that so important? Here are five of many reasons:

1.Get a complete picture of your customer.
Microsoft Dynamics CRM modules work together to give your and your
employees up-to-date customer information that can be shared across
department lines. The sales and customer service modules are
completely integrated and give all staff and employees complete access
to customer information gathered throughout the organization.

2.Connect and streamline your business processes beyond system
boundaries.
The ability of Microsoft Dynamics CRM to present and share complete
customer information helps companies find new ways to better server
customers and identify new opportunities. The application also frees
employees from the time-consuming task of re-entering information that
another department has already captured.

3.Take advantage of smooth integration with other information systems.
Microsoft Dynamics CRM was designed from the ground up on the
Microsoft .NET Framework. This key Microsoft Windows technology lets
Microsoft Dynamics CRM integrates easily with other key applications
including Microsoft Dynamics software solutions for financial
management.

4.Work beyond the reach of your network.
With Microsoft Dynamics CRM, your sales force can work far beyond the
boundaries of your network. The sales functionality within Microsoft
Dynamics CRM takes full advantage of the ability of Microsoft Office
Outlook to work offline. This lets your employees work no matter where
they happen to be.

5.Customize and integrate with other products and services.
Built on flexible .NET technologies and powerful integration tools,
Microsoft Dynamics CRM lets developers integrate its functionality
with third-party applications and Web services. Together, these
systems can let your company build an extremely powerful custom
solution.

[Jiten]

HI Guys,

An interesting read about eCRM in the hospitality industry.

http://www.hospitalityebusiness.com/specialprojects/ecrm.php

Cheers,
Jiten

[gsiva...@gmail.com]

Hi

in the current period of slowdown, the companies are cutting the cost
to find and service a customer
a lot of SMEs are going for CRM technologies in the recent times.
the market size is estimated to be $22 billion in this year
this has resulted in the increase in demand for CRM technologies


Regards
Sivaram