E-Crm-A Solution For Customer Satisfaction In Electronic Era

Author(s)

Pouria Jahanbakhshian ,

Download Full PDF Pages: 62-69 | Views: 364 | Downloads: 113 | DOI: 10.5281/zenodo.3402044

Volume 1 - December 2012 (12)

Abstract

Customer Relationship Management is an essential facet of an organization, encompassing the philosophy of organized business that is engaged with a well-knit customer-focused knowledge base. It is more than software or process, and equal to a culture of gaining and keeping value customers, delivering the immitigable benefits. The e-CRM or electronic customer relationship marketing concept is derived from ecommerce. Electronic CRM can contribute incontrovertibly to organizational transformation into a real time enterprise for customers, while harnessing the power of technology in a rapidly changing competitive landscape. The major benefits that accrue are new sales and account opportunities, quicker and smarter decision-making, and better efficiencies leading to significant improvement in customer service. Comparing with traditional CRM, the integrated information for e-CRM intra-organizational collaboration can be more efficient to communicate with customers. The focus of this paper is to discuss the important of e-CRM techniques in providing customers with better services having in view their needs and expectations. The paper also looks at some of the challenges and opportunities related to e-CRM.

Keywords

Customer Relationship Management, customer satisfaction, Electronic CRM, Information Technology 

References

  1. Adebanjo, D. (2008) E-CRM Implementation – A Comparison of Three Approaches, Proceedings of the 2008 IEEE ICMIT, 21-24 pp.457-462
  2. Afshar Jahanshahi A., and Khaksar S.M.S. (2010) Analysis Role of Knowledge Management in Success of Customer Relationship Management International Seminar on ‘Innovations in Strategic Management for Organizational Excellence’ Sinhgad Institute of Business Administration and Research, Pune, India, October 8 & 9
  3. Albrecht Enders, J. T. (2008) Strategies for E-Business: Concepts and cases. Pearson Education
  4. Burnett, K. (2001) the handbook of key customer relationship management: the definitive guide to winning, managing and developing key account business / Ken Burnett. London: Financial Times/Prentice Hall.
  5. Buttle, F. (2009.) Customer relationship management: concepts and technologies / Francis Buttle. 2nd ed Oxford: Butterworth-Heinemann.
  6. Bull, C. (2003) Strategic issues in customer relationship management (CRM) implementation," Business Process Management Journal (9: 5), pp. 592.
  7. Chen, I. J. and Popvich, K. (2003) Understanding customer relationship management (CRM): People, process and technology. Business Process Management Journal (9: 5), pp. 672.
  8. Chaffey, D. (2007) E-business and e-commerce management: strategy, implementation and practice. Pearson Education.
  9. Chandra, s. (2009) technological differences between E-CRM and CRM. Available at: http://www.iacis .org/i is /2004_iis /PDFfiles/ChandraStrickland.pdf.
  10. Dyché, J. (2002.) The CRM handbook: a business guide to customer relationship management/ Jill Dyché. .Boston ; London Addison-Wesley, Addison-Wesley information technology series.
  11. Harris, E. K. (2000) Customer service: a practical approach / Elaine K. Harris. 2nd ed. Upper Saddle River, N.J.: Prentice Hall.
  12. Jason C.H. Chen, S. C., Binshan Lin, Pachi Chen (2006) Security in e-business and beyond: a case study reflecting current situations and future trends, International Journal of Mobile Communications - ,Vol. 4 (No.1), pp. 17 - 33.
  13. Arunachalam, LDMS. (2009) The future of Internet Banking in India [Online]. Available at: http://www.acadjournal.com/2007/V20/part6/p2/
  14. Ling, R. and Yen, D. C., (2001) Customer relationship management: An analysis framework and implementation strategies," The Journal of Computer Information Systems (41: 3), pp. 82. Lakshmi Goel, E. M. (2007) ' vCRM: virtual customer relationship management', ACM, 38(4) [Online]. Available at: http://wf2dnvr14.webfeat.org/
  15. Lee, S. (2003) using E-CRM for a unified view of the customer, communications of the ACM, Vol. 46 (No. 4) Available at: http://portal.acm.org/citation.cfm?id=641212.
  16. Mainwaring, J. (2000) e-CRM - the future of customer service? Manufacturing Computer Solutions.,Vol. 6, (no. 4), pp. 36-38.
  17. Payne, A. (2006) Handbook of CRM : achieving excellence in customer management / Adrian Payne.. Oxford: Elsevier Butterworth-Heinemann.
  18. Peelen, E. (2005) Customer relationship management / Ed Peelen. Harlow : FT/Prentice Hall.
  19. Rigby, D. K., Reichheld, F. F. and Schefter, P. (2002) Avoid the four perils of CRM. Harvard Business Review (80: 2), pp. 101.
  20. Seyed Hossein Siadat, W. Z. A., Veronica Clement Buyut (2008) Electronic Customer Relationship Management for VoIP Service, International Conference on Computer and Electrical Engineering.
  21. Shan L. Pan, J.-N. L. (2003-04) Using e-CRM for a unified view of the customer, ACM, 46 (4)
  22. Shanmugam, B. (2009) Internet Banking: Boon or Bane. Available at: http://www.arraydev.com/commerce/JIBC/2004-12/Perumal.HTM.
  23. Sharp, D. E. (2003) Customer relationship management systems handbook / Duane E. Sharp. London Boca Raton, Fla: Auerbach ; Chapman & Hall.
  24. Stringfellow, A., Nie, W. and Bowen, D. E. (2004) CRM: Profiting from understanding customer needs," Business Horizons (47: 5), pp. 45.
  25. Shari S. C. Shang & Chih-Hsiang Chen, (2007) Human Processes in Customer Relationship Management, 11th Pacific-Asia Conference on Information Systems
  26. Sterne, J., (2000) Customer service on the Internet : building relationships, increasing loyalty, and staying competitive / Jim Sterne. 2nd ed. edn. New York: Chichester : Wiley.
  27. Taylor, L. K. (1992) Quality: total customer service / Lynda King Taylor. London: Century Business.
  28. Venugopal, AKPAP. (2008) Implementing e-CRM using Intelligent Agents on the Internet, Available at: http://ieeexplore.ieee.org/
  29. Walton 0. Anderson, J. (2008) customer relationship management in an e- business environment, Available at: http://www.isa.org/Content/ContentGroups/Links/B/EBUS-Chap3.pdf
  30. Weng, T. (2009) Using Information Technology on Customer Relationship Management, micbe '09: proceedings of the 10th wseas international conference on mathematics and computers in business and economics, pp. 271-279. Available at: http://wf2dnvr14.webfeat.org/
  31. Wayland, R. E. and Cole., P. M. (1997) Customer Connections: New strategies for growth, Harvard Business School Press, Boston, MA.

Cite this Article: