ECRM – ELECTRONIC CUSTOMER RELATIONSHIP

MANAGEMENT

A Trending Paradigm in the Era of Customer Relationship Management

By SPEC INDIA

INTRODUCTION TO ECRM

Bottom line of eCRM is to enhance customer relationships and not just substitute for important relationships

A vital ingredient in any B2B or B2C organization

The key to increased productivity, enhanced profitability and maximized ROI

A significant survival requirement rather than a medium to spice up competition

INTRODUCTION TO ECRM (CONTD.)

Possesses distinctive features to maintain customer – business interactions

Internal processes spanning various domains Unlike traditional methods, modern business

runs now by virtual marketing like blogs, Twitter, emails, IMs and many more

Focuses on execution with a single set of data and business rules

KEY OBJECTIVES OF ECRM Enhanced Customer Reliability

Facilitates easy communication between the organization and its customers

Independent of the means of communication

KEY OBJECTIVES OF ECRM (CONTD.)

Efficient Marketing Strategies Organizations can create better, organized and

planned marketing strategies Can attract relevant customer range based on the

product likings Superior Quality Customer Service and

Support Creates a unified customer database Eliminates the large time gaps that can be created

owing to lack of customer information Serves customer requirements at its best

KEY OBJECTIVES OF ECRM (CONTD.)

Increased Efficiency with controlled Total Cost of Ownership Data Mining brings forward varied teams

together to share information Leads to a reduction in the total cost factor

DIFFERENT ECRM CATEGORIESOperational CRM

Analytical CRM

Colloborative CRM

eCRM

DIFFERENT ECRM CATEGORIES (CONTD.) Operational CRM

Links with the most generally used front end and customer service

Handles the entire online user experience Presents different contact channels available

Analytical CRM Based on analysis of sales and marketing

data Techniques like Data Mining, web analysis

and data optimization

DIFFERENT ECRM CATEGORIES (CONTD.) Sales Force Automation

Manages sales cycles for sales staff and collects customer base data

Lead management, analytical and detailed reporting and more

Collaborative CRM An amalgamation of customer data from

different sections Centralized decision making

SPEC INDIA’S RENAISSANCE – ECRM SOLUTION

This CRM / SFA solution encompasses the enterprise workflow for a diversity of audiences like sales teams, service and maintenance teams, dealers and distribution channels

Inclusive of dealers, it also possesses 3rd party legacy system integration

Aims to change the company’s ROI equation and achieve voluminous savings in administration of the sales teams

Majorly contributive in enabling companies achieve ROI in just 4 months, for which proven statistics are available

THANK YOU

To know more about Renaissance: Enterprise CRM SolutionVisit the link below and schedule a FREE

DEMOwww.ecrmsolutions.co