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 CATEGORIES

Operational CRM

Analytical CRM

Sales Force Automation

ColloborativeCRM

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 Solution

Visit the link below and schedule a FREE DEMO

www.ecrmsolutions.co