Question

What is the impact, if any, of CRM on customer retention and loyalty to brands?

Why is e-CRM important in the present day?

How can you explain customer gap under customer orientated marketing strategy

Answer 1

Customer relationship management is a tool used by companies to manage their potential customers.

2.

E-CRM is an online marketing strategy.

3.

The gap or the difference between the expectations and perceptions of the customer is known as the customer gap.

Explanation:

1.

Customer relationship management is a tool used by companies to manage their potential customers. It helps the company to understand its customers in a managed way. It helps the company in understanding the customer in such a way that the company starts to identify the actual desires of the customer and supplying them with the products and services that meet the expectation of the customers. This will result in maximum customer satisfaction and thus, it would lead to customer retention and brand loyalty.

2.

E-CRM (electronic customer relationship management) is an online marketing strategy that helps the company to interact with customers across various channels. E-CRM is the first step that has been taken to provide support to strategic business customers.

It is a general saying that 'customer is the king'. This signifies that, in the present era, the customer is so powerful that it affects not only a company but an entire industry. The main reason behind the evolution of this strategy is to get customer support from different channels. Thus, it can be said that E-CRM is providing a strong and huge customer base to the organizations and helps the entity to know the actual desires of the customers.

3.

The gap or the difference between the expectations and perceptions of the customer is known as the customer gap.

Customer expectation is the presupposition by the customer about the product or services on the basis of the available resources. Customer perception is based on the interaction of the customer with the product or service.

In a customer-oriented market, it is necessary to deliver quality services and products and the quality of service is usually based on a clear understanding of the market. Thus, by knowing the desires of the customers, one can easily close the gap.

Customer relationship management is a tool used by companies to manage their potential customers.

2.

E-CRM is an online marketing strategy.

3.

The gap or the difference between the expectations and perceptions of the customer is known as the customer gap.

Explanation:

1.

Customer relationship management is a tool used by companies to manage their potential customers. It helps the company to understand its customers in a managed way. It helps the company in understanding the customer in such a way that the company starts to identify the actual desires of the customer and supplying them with the products and services that meet the expectation of the customers. This will result in maximum customer satisfaction and thus, it would lead to customer retention and brand loyalty.

2.

E-CRM (electronic customer relationship management) is an online marketing strategy that helps the company to interact with customers across various channels. E-CRM is the first step that has been taken to provide support to strategic business customers.

It is a general saying that 'customer is the king'. This signifies that, in the present era, the customer is so powerful that it affects not only a company but an entire industry. The main reason behind the evolution of this strategy is to get customer support from different channels. Thus, it can be said that E-CRM is providing a strong and huge customer base to the organizations and helps the entity to know the actual desires of the customers.

3.

The gap or the difference between the expectations and perceptions of the customer is known as the customer gap.

Customer expectation is the presupposition by the customer about the product or services on the basis of the available resources. Customer perception is based on the interaction of the customer with the product or service.

In a customer-oriented market, it is necessary to deliver quality services and products and the quality of service is usually based on a clear understanding of the market. Thus, by knowing the desires of the customers, one can easily close the gap.

Customer relationship management is a tool used by companies to manage their potential customers.

2.

E-CRM is an online marketing strategy.

3.

The gap or the difference between the expectations and perceptions of the customer is known as the customer gap.

Explanation:

1.

Customer relationship management is a tool used by companies to manage their potential customers. It helps the company to understand its customers in a managed way. It helps the company in understanding the customer in such a way that the company starts to identify the actual desires of the customer and supplying them with the products and services that meet the expectation of the customers. This will result in maximum customer satisfaction and thus, it would lead to customer retention and brand loyalty.

2.

E-CRM (electronic customer relationship management) is an online marketing strategy that helps the company to interact with customers across various channels. E-CRM is the first step that has been taken to provide support to strategic business customers.

It is a general saying that 'customer is the king'. This signifies that, in the present era, the customer is so powerful that it affects not only a company but an entire industry. The main reason behind the evolution of this strategy is to get customer support from different channels. Thus, it can be said that E-CRM is providing a strong and huge customer base to the organizations and helps the entity to know the actual desires of the customers.

3.

The gap or the difference between the expectations and perceptions of the customer is known as the customer gap.

Customer expectation is the presupposition by the customer about the product or services on the basis of the available resources. Customer perception is based on the interaction of the customer with the product or service.

In a customer-oriented market, it is necessary to deliver quality services and products and the quality of service is usually based on a clear understanding of the market. Thus, by knowing the desires of the customers, one can easily close the gap.