PowerPoint Presentation

CRM IN ECOMMERCE

What Is E-CRM

CRM in E-Commerce

Steps to successful eCRMKnowledge ManagementAcquiring information about the customer and what customised action to be takenRedesigning work flow management systemAll interaction with customer recorded at same place & respond to customer according to their channel of choiceSupport with right technology Should sustain high number of customer data and keep updating with time

Difference between CRM and CRM in E commerce

CRITERIACRMCRM in E-CommerceCustomer ContactsCustomer contacts usually initiated through traditional means of retail store, telephone or faxIn addition to telephone, contact is also initiated through the internet, email & wireless technologiesSystem InterfaceWorks with backend application through ERPDesigned for front end applications, which in turn interface with backend applications through ERP systems and data warehousesSystem OverheadWeb enabled application requires a PC client to download various applets and application. Different for different platformNo such requirements, the browser is customers portal to e-commerceCustomization and personalizationDifferent audiences require different views and types of information. Personalized views for different audiences are not possible. Individual customization requires programming changesHighly individualized dynamic and personalized view based on purchases and preferences. Each audience can individually customize the view.System focusSystem is designed around products and job functions. Web enabled applications are designed around one department or business unitSystem is designed around customers needs. Enterprise wide portals are designed and are not limited to a department or a business unit. System maintenance & modificationImplementation is longer and management is costly because the system is situated at various locations and on several serversReduced time and cost. System implementation and expansion can be managed in one location and on one server

Different Levels Of e-CRM

Implementation Strategies for e-CRM

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Barriers to CRM in E-Commerce

Failures In Implementation

Overcoming Barriers to CRM in E-Commerce

Why Do We Need CRM In E-Commerece

Advantages Of Using CRM In Ecommerce

http://www.inforgen.com/resources/articles/benefits-of-an-integrated-crm-in-online-retail

http://www.ecommerce-digest.com/customer-relationship-management.html15

JABONG & eCRM

The True Picture

Future Trends