e-CRM Strategies

Regardless of the specific kind of e-CRM solutions being sought, some managers deliberately add an extra ‘P’ to their marketing mix to help keep sound e-CRM principles firmly in their sights. The extra P is for Profiling—of the customer

• Capturing the right customer information:
• Managing the quality of customer data:
• Integrating channels to build relationships:
• Understanding customer value:
• Designing a revenue and customer-focused CRM strategy:
• Integrating channels to build relationships:
• Deploying cross-departmental business processes
• Measuring incremental CRM results

When enterprises integrate their customer information, there are three eCRM strategy components:

• Operational: Because of sharing information, the processes in business should make customer’s need as first and seamlessly implement. This avoids multiple times to bother customers and redundant process.
• Analytical: Analysis helps company maintain a long-term relationship with customers.
• Collaborative: Due to improved communication technology, different departments in company implement (intraorganizational) or work with business partners (interorganizational) more efficiently by sharing information.