E customer relationship management pdf

If you want to understand how to better meet your clients needs, this booklet is for you. Customer relationship management kenyatta university. He said good relationship between the organisation and considering the strategic perspective, no. This booklet is designed to help small and medium business. Pdf electronic customer relationship management performance. The importance of the relationships with the customer and the customer relationship management in the. Customer relationship management or crm is a phrase that describes how your business interacts with your customers. Most people think of crm as a system to capture information about your customers. The term social crm consists of two parts, namely, social and customer relationship management crm. Although the definition of customer relationship management. It is all about understanding who your customers and potential customers are, and nurturing the relationships you have with them. Electronic customer relationship management performance ijeeee. 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. It is about identifying customer expectations and how you meet or go beyond their expectations. Ecrm emerges from the internet and web technology to. Electronic customer relationship management ecrm is seen to arise from the consolidation of traditional crm with the ebusiness applications marketplace. Pourasghar 2007, 16 did not think there important in todays business in order to accelerate are differences between crm and e crm. 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. Customer relationship management crm is a management approach that seeks to create, develop and enhance relationships with carefully targeted customers in order. Customer relationship management refers to the art of managing good customer relationships and prospective customers.

Pdf electronic customer relationship management ecrm. Customer relationship management crm is a reference to how companies, especially technology firms, interact directly with their customers. It describes improved and increased communication between an organisation and its clients by creating and enhancing customer interaction through innovative technology. Pdf electronic customer relationship management ecrm has become the latest paradigm in the world of customer relationship management. Customer relationship management seminar ppt with pdf report. Customer relationship management seminar and ppt with pdf report. 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.