1.  Divya Dangi
 Krishna Agnihotri
 Rani More
 Seema Sharma
-BBA 5th sem.
E-CRM
ROLES OF CRM

2. CRM entails all aspects of interaction that a company has with
its customer. CRM is business strategy that enables businesses to:
 Understand the customer.
 Retain customer through better customer experience.
 Attract new customer.
 Win new clients and contracts.
 Increase profitability.
 Decrease customer management costs.
Role of CRM in Business strategy

3. Include customer retention, new customer
generation, personalized selling plans.
Involves development of strategic options.
CRM Involves Developing Customer
Centric Strategies

4. Business strategy is decided by the CEO, the board and the
strategy director.
Business strategy should be considered first to determined how
the customer strategy is to be determined.
Process will initiate with a review of the company’s vision.
It will involves a review of the industry and competitive
environment.
CRM as a Process Requires a Dual Focus on
the Organisation’s Business Strategy & its
Customer Strategy

5. Aims at achieving specific CRM objective.
Align CRM strategy to the firm’s business model.
Business model combines the business strategy and
business process.
Customer Relationship Management, A
Business Strategy

6. About putting the customers at the centre
of the business.
About building better relationships with
customers.
Provides a 360° view of the customer.
CRM Needs to be a Business Strategy As:

7. Are sophisticated.
Are price sensitive.
Are demanding.
Live time- compressed lives.
Wants their needs met.
Want their products fast with greater convenience.
Have unprecedented control.
Today’s Customer

8. Electronic Customer Relationship
Management

9. • E-CRM or electronic customer relationship management do all
the CRM functions with the use of net Environment, Internet,
extranet, & Intranet.
INTRODUCTION OF E-CRM

10. • Electronic CRM.
• Concern all forms of managing relationship
with customer making use of IT.
• (INFORMATION TECHNOLOGY)
• E-CRM is interposes using it to integrate
internal organization resources & external
marketing strategies to understand & fulfill
their customers wants. It can be more
effective & efficient to communicate with
customers.

11. DIFFERENCES BETWEEN CRM & E-CRM

12. •OPRATIONAL: E-CRM offers sharing of e information,
the business processes help in understanding customers
needs.
•ANALYTICAL: Analysis of a customer's need and
requirements help in maintaining a long- term
relationship with customers.
STRATEGY COMPONENTS OF E-CRM

13. •COLLABORATIVE: Improved communication
technology has initiated the concept of implementing
inter-organizational departments which is facilitated by
efficient sharing of information.
Contd.

14. WEB SERVICES: The combinations of all web services that are
available to users. Allow compare to provide self-service customer
relationship management to customers, suppliers and partners.
E-SALES: E-sales applications are web based applications that
support unassisted B2B and B2C selling via the internet. These
applications enables organizations to rapidly establish an online
selling channel.
Functions of E-CRM

15. E-MARKETING: E-marketing modules allow organizations to
deliver highly personalized Web offer and dynamics web surveys
that are fully synchronized with marketing effort in traditional
channels.
E-PROFILING: Profiling or tracking is the collection and the
processing of user's raw data, in order to built a user profile.
Contd.

16. E-SERVICES: E-service applications deliver valuable customer
information that empowers customer service organization to
protectively track, organize, analyse all interactions with new
and existing customers on an ongoing basis.
Contd.

17. Advantages of e-CRM
 MASS CUSTOMIZATION-
Pesonalised marketing enables mass customization
by increasing customer loyalty.
FOSTERING RELATIONSHIP WITH
CUSTOMERS-
One on one communication and customers geared
towards trust and loyalty.

18. CONVENIENCE-
To provide convenient option to customer to access
its services is a major determinant for selection of
services by users.
QUALITY OF SERVICES & DELIVERY-
Service delivery is a major determinant for
customer, which will increase customer base.
Contd.

19. Dis-advantages of e-CRM
Difficult to identify & focus on specific
business problems.
Customers may not be tech-savvy.
Poor user acceptance.
Network failure may cause irritation to
customers.

20. Thank you…