Question

What is eCRM? Selecting from Google, Amazon or Walmart explain at least three ways in which the company uses e-CRM. Also make a suggestion on how the company can use more eCRM components to enhance CRM as a source of value. Reply to two other learners.

Answer 1

E-CRM i.e. Electronic Customer Relationship Management

Electronic : For avoiding paperwork, and smooth functioning of system.

Customer : The buyer interested in buying your product if served well

Relationship : The relation or the communication between the organization and customer

Management : To manage the above three in the effective manner by organization

Therefore E-CRM in an organization means a strategy via which one can

1. Retain Customers

2. Satisfy their wants

3. Identification of eligible customer

4. Working for the Benefit of both the organization and the customer

Hence it is relation between the management and the buyer where the customer's need our satisfy and organisation get to know about the demand of product in the market. The whole process is done electronically with the use of system and software .

The Three ways in which Company uses E-CRM are:

1.TO MAINTAIN THE SUPPLY CHAIN MANAGEMENT

Every Company produces output has to maintain the records or sales and supply, buy adoption of E-CRM software, the company can maintain these records electronically moreover from time to time they will be able to judge the sales is increasing or decreasing or is there any deviation in the result. This help the management to strengthen the quality which will improve the relation with customers.

2. TO RECOGNIZE THE DEMAND IN THE MARKET

Via connecting with customer through this web-based software, the customer are in better position to operate at any time and from anywhere, Also the company will act spontaneously on the demand of Customer as everything is online hence time of visiting approaching etc is eliminated.

This help to maintain the customer loyalty towards organisation and company can improve the relations with customer after proving the wanted products.

3. E-CRM AN ASSET TO ORGANISATION :

Due to adoption of this software, time stress is reduced, paper work is eliminated , Cost of production is accurate, goods are efficiently produced as per the demand , there is no wastage etc.

This made organization to achieve goal in a better way

HENCE OPTING OF E-CRM SOFTWARE IS A ONE TIME INVESTMENT WHICH GIVES LONG LASTING BENEFIT TO THE BUSINESS.

THE COMPANY CAN USE E-CRM IN EVERY ASPECT AS :

For every work e-CRM is best i.e. maintaining of Accounts, or database of customers or Annual Reporting or inventory management. For every work E-CRM software is best.

Nowadays with the latest technologies , there are others features as well . For E.g. Automatic Marketing of product , or

with B2C model the customers keep regular update upon its purchase, orders and billing.or

quoting of orders via mails or online platform.

Everywhere buyer is able to reach out to vendor, and this will promote E-CRM only.

CONCLUSION : the E-CRM models or software has a bigger approach in the future as one can get communication better and smoother . Moreover, the organization can work in accordance with customer oriented product which will increase the loyalty of customers towards them.

The main aim of E-CRM is to maintain healthy relation between the consumer and the organization. Also the process is less risky because in addition to E-CRM , maintaining of Cloud on server can be used as backup in times of any loss to software.