E-Customer Relationship Management - Essay Example

Download file to see previous pages...  Although e customer relations management is a fairly new area of study for businesses and related stake holders, there has been research taken up to show the possible solutions to the  business problem as presented above. These solutions have been projected to help the organizations increase and maintain their customers through the provision of quality customer relations. The first solution that shall be looked into is developing customer focused business strategies. This involves considering the consumer throughout the process of developing a business strategy (Shanmugasundaram, 2008). This means the organization has to understand the needs of the consumers as well as the demands and through this they can be able to project what demands the consumers might make in the future. The most effective way of getting to the level where an organization can make projections into the future about the demands of their clients, is by providing channels of communications that enable the client to give their views on the products provide4d as well as communication what the consumer would like the organization to improve or include in the line of their production (Romano and Fjermestad, 2006). By so doing the client gets to choose which channel of communication best suits them and thereafter the organization can use that to communicate on a personal level to the consumer telling them of new products and of upcoming sales. This creates a personal feel to the relationship....
Following research undertaken to understand the potential markets and increased profit presented by the Internet, e customer relationship management has come forth as an area that has not yet been fully looked into. Studies continue to show that online based organizations do not offer competitive customer service to counter their offline competition whose customer relations management supersedes that of the online based firms. According to the research report by Lee-Kelley, Gilbert, and Mannincom (2003), many firms in the U.K that went online were blinded by the perception that the Internet provides a near perfect market. This belief led most of the firms to decrease the attention on other strategies of pleasing the client and instead focused on setting the price. This led to aspects such as feature, quality and customer relations being compromised and this meant the organizations did not enjoy the full potential of opportunities created by the Internet. One of the rationales for the concentration of setting the prices is the fact that with online transactions, the consumer is able to compare different firms offering the same item and this creates price wars. This makes firms engage in an act that eventually benefits the consumers more. Although e customer relations management is a fairly new area of study for businesses and related stake holders, there has been research taken up to show the possible solutions to the business problem as presented above. These solutions have been projected to help the organizations increase and maintain their customers through the provision of quality customer relations. The first solution that shall be looked into is developing customer focused business ...Download file to see next pagesRead More