eCRM - an introduction.
So what is eCRM? eCRM, short for 'electronic customer relations manangement', is simply the application of information technology into the field of customer relations managment. The advantage of using technology in this way is that a more tailored
and personalised customer experience is possible.
This is good news for the customer who can have a more satisfying experience when purchasing products and services for example.
For those business who utilise eCRM, eCRM technology offers the opportunity for a more profitable relationship with its customers.
eCRM is used in hundreds of thousands of businesses world wide to improve the customer experience and so improve profits. eCRM technology uses the internet,
SMS/ text, mobile phones, interactive Television and much more to interact with customers. Clearly, with the use of information technology growing all the time
eCRM is only going to become more sophisticated and increasingly commonplace.
Using eCRM technology and eCRM software to personalise the buying experience has the power to skyrocket sales and this is achieved by making the customer experience altogether more satisfying. However, for many companies implementing eCRM is probably the hardest thing they will ever need to do.
This is because fusing customer relations management and information technology requires an understanding of customers and technology. Furthermore, the effects of getting this wrong can be disaterous and the success in this area can make or break a company. However, for those who embrace eCRM, effectively the sky is, literally, the limit.
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