CUSTOMER RELATIONSHIP MAANAGEMENT

1. ECRM
Electronic CRM concerns all forms of
managing relationships with customers
making use of information technology.

2. Importance of E-CRM
• Increased customer loyalty
• More effective marketing
• Improved customer service and support
• Greater efficiency and cost reduction
• Developing customer focused business strategies

4. ON-LINE DECISION MAKING
• Identifying the Need
• Information Search
• Evaluation Stage
• Purchase Decision
• Purchase Evaluation