E CRM , an acronym used for
electronic
customer relationship management, is an enhancement of CRM. It is an
integrated online sale, marketing and service strategy that is used to
identify, attract and retain an organization's customers. It is a
wonderful way of enhancing customer interaction through innovative
technology.
E CRM is critical for any enterprise that plans to realize
profitability through acquisition of new customers and retention of
existing customers. This helps to give customer service 24 hours a day
and seven days a week. With the advent of E CRM customer relationships
have become more dynamic and interactive. In turn, this increases the
productivity, efficiency and effectiveness of customer services.
Benefits of E-CRM :
- Deliver consistent and improved customer response
- Decreasing costs by focusing on retaining customers and using
interactive service tools to sell additional products
- Enhanced productivity
- Automatic customer tracking and detection helps to ensure
inquiries are met and issues are managed.
- Increase customer loyalty and satisfaction
- Conduct market targeting more cost-effectively
- Integrate customer services through the web
