Volume 12, Issue 1, November 2014, Pages 213–216
Bashar Ahmed1, M.L. Ben Maȃti2, and Badreddine Al Mohajir3
1 LIROSA Laboratory, University Abdelmalek Essaadi, Faculty of science, Tetouan, Morocco
2 LIROSA Laboratory, University Abdelmalek Essaadi, Faculty of science, Tetouan, Morocco
3 LIROSA Laboratory, University Abdelmalek Essaadi, Faculty of science, Tetouan, Morocco
Original language: English
Copyright © 2014 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
E-CRM (electronic customer relationship management) is a derivation from CRM techniques which influenced direct marketing technology and call centre to promote massively created products and services to small sub-segments of market. When CRM techniques are incorporated in e-commerce environment it becomes E-CRM which involves building a strong and sustainable customer relationship by using Internet. It is a strategy which is purely based on Internet and software development, it requires to create essential integrated software suite to deal with all kinds of customer related issues like customer services, sales and marketing field support. The essential parts of E-CRM are to focus on building new customer base, segmentation of high valued customers, enhancing the profitability of existing customer and maximize the value and life of profitable customers.
Author Keywords: E-CRM, Electronic customer relationship management, customer relationship, I.T CRM.
Bashar Ahmed1, M.L. Ben Maȃti2, and Badreddine Al Mohajir3
1 LIROSA Laboratory, University Abdelmalek Essaadi, Faculty of science, Tetouan, Morocco
2 LIROSA Laboratory, University Abdelmalek Essaadi, Faculty of science, Tetouan, Morocco
3 LIROSA Laboratory, University Abdelmalek Essaadi, Faculty of science, Tetouan, Morocco
Original language: English
Copyright © 2014 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
E-CRM (electronic customer relationship management) is a derivation from CRM techniques which influenced direct marketing technology and call centre to promote massively created products and services to small sub-segments of market. When CRM techniques are incorporated in e-commerce environment it becomes E-CRM which involves building a strong and sustainable customer relationship by using Internet. It is a strategy which is purely based on Internet and software development, it requires to create essential integrated software suite to deal with all kinds of customer related issues like customer services, sales and marketing field support. The essential parts of E-CRM are to focus on building new customer base, segmentation of high valued customers, enhancing the profitability of existing customer and maximize the value and life of profitable customers.
Author Keywords: E-CRM, Electronic customer relationship management, customer relationship, I.T CRM.
How to Cite this Article
Bashar Ahmed, M.L. Ben Maȃti, and Badreddine Al Mohajir, “The Intelligence of E-CRM Applications and Approaches on Online Shopping Industry,” International Journal of Innovation and Scientific Research, vol. 12, no. 1, pp. 213–216, November 2014.
