Electronic Commerce
Customer Relationship Management (CRM) is an integrated approach aimed atimproving the customer's total experience. This holistic endeavor involvesunderstanding and optimizing customer interactions across all touchpointssuch as Web sites, retail outlets, call centers, help desks and kiosks,across all company divisions or departments such as sales, marketing,accounting, customer service, and purchasing, and across all stages ofcompany interaction such as presales, product/service and post-sa
And,the employee interacting with the customer can more quickly respond to thecustomer request by having a better understanding of the customer'shistory. The goal of CRM is not only to obtain new customers and toincrease the likelihood of sales, but also to reduce costs throughdeveloping more efficient business processes, improving customerrelationships and increasing customer loyalty. In summary, CRM is more than just selling to the customer. In the world of electronic commerce, self service is a must-havefeature. It's also easier to reward loyalty with affinity and retentionprograms designed specifically to meet the customer's needs. Thebenefit for customers is that they do not have to provide duplicate datafor multiple transactions, saving time and improving data quality. Besides being more loyal, customers may bewilling to pay more for the same product because of the improved services,leading to an increase in revenue. This requires an integrated view of all customer data andtransactions such as credit card data, shipping and billing addresses,order status and invoices. First, it makesit easier to customers to conduct business because all companyrepresentatives have access to customer data across all channels. Disconnects can only mean customerdissatisfaction, a recipe for disaster in a highly competitive world. It's alsoabout maximizing the revenue from the customer over time through a holisticcustomer interaction strategy. With a complete picture of customer interactions, companies cangreatly improve their ability to market to customers by providingpersonalized Web and email content and tailored services that the customerwill value. The value of a unified customer view is tremendous.
Common topics in this essay:
Management CRM,
customer data,
customer interactions,
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Acceptance Essays
