The abbreviation of the customer relationship management is the crm and is advancing or developing because of the challenging environment of business and at present, all the organizations and firms are facing such challenges. It is about identifying customer expectations and how you meet or go beyond their expectations. Customer relationship management seminar ppt with pdf report. Customer relationship management kenyatta university. Pdf electronic customer relationship management ecrm has become the latest paradigm in the world of customer relationship management. Theres no doubt about the fact that crm is an incredibly hot topic in todays ebusiness world.
Pdf ecrm electronic customer relationship management. Pdf electronic customer relationship management performance. Electronic customer relationship management ecrm content t1. Customer relationship management crm is a reference to how companies, especially technology firms, interact directly with their customers.
Ecrm emerges from the internet and web technology to facilitate the implementation of crm. This booklet is designed to help small and medium business. Customer relationship management 3 crm is part of an evolution in corporate thinking that began with the enterprise resource planning erp initiative of the 1990 s. Regarding the latter, some examples of traditional crm deal with followup conversations by coupling information of the sales departments to the department of aftersales or customer service and support e.
The term social crm consists of two parts, namely, social and customer relationship management crm. Electronic customer relationship management ecrm is seen to arise from the consolidation of traditional crm with the ebusiness applications marketplace. Customer relationship management or crm is a phrase that describes how your business interacts with your customers. Internet as a tool for electronic customer relationship management ecrm. Customer relationship management crm is a management approach that seeks to create, develop and enhance relationships with carefully targeted customers in order. Although the definition of customer relationship management. Customer relationship management seminar and ppt with pdf report. Erp forces all resources within a corporation to work within one business system. Effective customer relationship management through crm. He said good relationship between the organisation and considering the strategic perspective, no. It describes improved and increased communication between an organisation and its clients by creating and enhancing customer interaction through innovative technology. Ecrm, or electronic customer relationship management, is an integrated online sales, marketing and service strategy that is used to identify, attract and retain an organisations customers.
Pdf customer relationship management, second edition. Pourasghar 2007, 16 did not think there important in todays business in order to accelerate are differences between crm and e crm. Ecrm emerges from the internet and web technology to. It is all about understanding who your customers and potential customers are, and nurturing the relationships you have with them.