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07.16.07
Will That Be CRM Or eCRM Software?
 By Sayed Ally
The internet has truly redefined how we do business both as a sales channel and a marketing channel. It has also redefined how we collect information on our customers. We've taken CRM to a new level with eCRM.
We've been told for decades that knowledge is power but only in
recent years has it been so easy to access that knowledge. That
means you can use your CRM system to learn how your customer
shops and their behavior.
The way we shop has changed dramatically which also affects the
type of CRM system a company needs to incorporate. With the
internet there is a great deal of purchasing occurring online.
But a recent survey on customer service online showed that
businesses are failing miserably.
Many sites don't even display a phone number for customers to
contact them and as many as 75% have poor customer records
causing customers to get a real run around. Even when you
manage to find a phone number to call you can spend an hour on
the telephone trying to explain to the rep about your problem
on the website.
Much of this customer frustration and disassociation between
website sales and store sales is a result of business failing
to implement the same type of CRM system on their websites as
they do with their brick and mortar stores. As a result there
is no connection between the CRM system and the customer.
A smart website owner will incorporate their company CRM system
because there is a lot of valuable and useful information which
could be used by the company.
Electronic customer relationship management or eCRM is the
latest approach to integrating customer information online with
customer information offline. And the cost is very affordable
even for small to medium size businesses. It's the key to
meeting customer expectations in today's market.
eCRM serves the same purpose online as CRM does for your brick
and mortar business. You will begin to understand who your
customers are and what it is they want. The challenge is
merging data from so many sources into a useful format that can
provide the best customer service and also provide the company
with valuable information.
eCRM provides a contact point that remembers who your customers
are and provides that personal touch. Their likes and dislikes
are available, their purchase history, credit status, as well
as all their history with the company is now able to integrate
with the online customer. It allows for instant interaction
between consumer and system. It also allows for automated
emails, instant messages, voice mail, and live help. It's a
powerful tool that should not be ignored.
eCRM allows your company marketing department to first identify
and then target your customer. You will be able to set goals,
objectives, improve sales, manage sales, manage customer data,
create and manage marketing campaigns, create instant
accounting records, and a host of other thing.
Basically expect the same performance from your eCRM system as
you do from your CRM system. Thanks to the internet markets are
more competitive than ever so it's important you keep your edge
and a quality eCRM system is a great way to do just that.
About the Author:
Sayed Ally, is the lead CRM Analyst. His company provides, http://www.crmsoftwareprovider.com/ Microsoft Dynamics CRM. Sayed can be reached at Tel : (905) 815- 1995 ext 22, email: aSayed@cqsolutions.com.
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