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E-CRM

E-CRM. Aditya Gishelia Andrew Khosugih Aninda Harapan Femme Sabaru Harry. What is E-CRM?.

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E-CRM

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  1. E-CRM AdityaGishelia Andrew Khosugih AnindaHarapanFemme Sabaru Harry

  2. What is E-CRM? e-CRM (Electronic Customer Relationship Management) is an enterprises using IT to integrate internal organization resources and external marketing strategies to understand and fulfill their customers needs

  3. e- CRM success factors: 1. Developing customer-centric strategies -          Acquisition of information about the customer -          What actions to take as a result of this knowledge 2. Redesigning workflow management systems -          Re-engineering the business process around the customer -          All interactions with customers recorded in one place 3. Re-engineering work processes -          Respond to customers through their preferences of choice -          E-mail, phone, chat line, etc. 4. Supporting with the right technologies -          Technology update is required -          Custom changes towards initial technology implementation -          Product centric focus vs. customer centric focus

  4. E-CRM Vs CRM •          Traditional CRM approach: call centers •          Rapid growth of customer base •          Sharp increase in service inquiries •          Adding more customer service representatives would be costly •          To improve customer’s experience in doing business with Sprint •          Core differentiator in the industry/competitive advantage

  5. e- CRM Disadvantages -          Designing, creating and implementing IT projects has always been risky. Not only because of the amount of money that is involved, but also because of the high chances of failure. -          Difficulty in measuring and valuing intangible benefits. -          Failure to identify and focus on specific business problems. -          Lack of active senior management sponsorship. -          Poor user acceptance. -          Trying to automate a poorly defined process.

  6. e-CRM Implementation Goal • Offer an efficient customer self-service where customers could learn about products, purchase service plans, phones and accessories, manage their account, request service and support all in one place • Improve quality of service while reducing costs • Reduce the number of calls to the service center • Universal expand link to partners and suppliers • Integration of telephone, e-mail and Web environments • Allowed the company to bring together all the members of the customer service community: marketing and sales, finance and accounting, distribution • Customer access to every company function in one familiar place • Customer interaction demand fulfill • eCRMreturn of investment cost in short period of time

  7. Thank You

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