6 Write short notes on: a) e-CRM b) Customer Life Cycle
Answer:
- a) e-CRM
The basic idea of e-CRM comes from e-commerce. Essentially, e-CRM differs from CRM in terms of the technology and the syntactical nature of interface with customers. Typically an e-CRM would provide customers with a self-service browser based window on which they may have greater autonomy to surf different schemes and offers. Additionally, an e-CRM will also be able to generate a history of purchases, e-mails where they will get updates and such like. In other words, e-CRM has been designed to monitor all forms of managing relationships with customers using IT or information technology.
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