1. RESEARCH REPORT
• Student Name : Phisuthisak N. (ICE)
Paul P.
• Student ID : 3902564, 33686589
• Teacher : Brendan McCarthy
Carmine Sellitto
• Subject : Customer Relationship
Management

2. E-CRM
INTEGRATING CRM WITH E-BUSINESS

3. Business Background
E-CRM CONCEPT3
OVERVIEW
CASE STUDY : FIGLEAVES3
Objective
E-CRM Implementation
Evidence Of Success
Welcome to Figleaves

4. 1.0 E-CRM CONCEPT
E-CRM
Integration between customer
relationship management with E-
technology.

5. 2.0 CASE STUDY : FIGLEAVES
(Julia Reynolds, the Chief Executive Officer
of Figleaves, 2007)
“Our mission is 'to bring moments
of luxury to everybody' whether
by offering a hassle free, relaxed
shopping experience, making
customers feel like they have
received a gift in the post with
our beautifully wrapped parcels,
or the simple pleasure of
interacting with the figleaves.com
brand and becoming part of our
online community”

6. 2.1 Business Background
-1998-
www.
figleaves.
com-2001-
Fist time
E-CRM
Implement
-2004-
Expand
Business
to USA.
-2005-
Upgrade
Version
-2012-
One of the
biggest online
retailer

7. 5.1 Business Background

8. 2.3 Implementation Objectives
Inventory
Management
Same day
Ordering
Future
Expansion
User
Friendly
Interface
Goal
&
Objective
Customer
Loyalty

9. 2.4 e-CRM Implementation
“We selected Infra-
software because it
represented best value
for money in terms of
out of the box
functionality and
scalability to future
needs (Paul Kennedy,
Technical Operations Manage
2001)

10. Select Vendor (2000)
2.4 E-CRM Implementation
Project Preparation (2001)
Launch Project (2001)
Go-live & Support (2003)
Evaluation
Upgrade (2005)

11. 2.5 Evidence of success
24 Hours Online Shopping
Real-Time Information
“Blame On Us” System

12. 2.5 E-CRM Implementation
Free gifts & Vouchers
Direct Marketing Campaign

13. 2.6 Welcome to Figleaves. !!!

14. 7.0 CONCLUSION

15. BIBLOGRAPHY
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May 1 2012 online at:
http://www.emeraldinsight.com/journals.htm?articleid=865424&show=abstract
Bucholtz C, 2011, ‘CRM Total Cost of Ownership: Fees, Subscriptions and Hidden Costs’, CRM Outsiders, USA. Accessed May 1 2012
online at:
http://www.cynergysolutions.net/docs/sugarcrm/CRM_Total_Cost_of_Ownership_Analysis.pdf
Buttle, F 2009, ‘Customer Relationship Management Concepts and Technologies’, Elsevier, Burlington, MA, USA.
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http://www.emeraldinsight.com/journals.htm?articleid=849583&show=abstract
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http://www.emeraldinsight.com/journals.htm?articleid=1514991&show=abstract
Fux M, & Myrach T, 2010, ‘Adoption of a Destination-Wide CRM Approach: An Empirical Analysis of the Determinants in the Swiss
Hospitality Industry’ University of Berne Switzerland.
Kennedy A (2006) Electronic Customer Relationship Management (eCRM) Opportunities & Challenges in a Digital World, Irish Marketing
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http://arrow.dit.ie/cgi/viewcontent.cgi?article=1068&context=buschmarart
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www.wseas.us/e-library/conferences/2011/Brasov2/MCBANTA/MCBANTA-44.pdf
Matthewson J, 2001 ‘e-Business A Jargon-Free Practical Guide’ Taylor & Francis, Burlington, USA.
McGinty M (2004) RFID: Is This Game of Tag Fair Play? Communications of ACM Vol. 47, No. 1. Accessed May 1 2012 online at:
https://inderscience.metapress.com/content/66301g51827x7116/resource_secured/?target=fulltext.pdf