ECRM and Touch Points - Assignment Example

eCRM and Touch Points eCRM and Touch Points It is essential to understand that electronic relationship management (eCRM) facilitates customer relations in the organization through the use of information technology (IT). Therefore, tracking the behaviors of customers is a fundamental step in promoting future purchases via platforms such as e-mails and SMSs (Fjermestad & Romano, 2006). Alternatively, targeted communication will ensure that new customers enjoy the benefits of modern services provided by my business.

Consequently, creating three strategies of increasing customer interaction is inevitable. The first strategy component must be operational to help in sharing of information. It implies business operations also run efficiently. Second, maintenance of long-term relationships with clients requires an analytical strategy (Kincaid, 2003). Third, entails collaborative efforts that boost communication technology in various departments especially when dealing with other business partners in inter-organizational settings.

However, there are also collections methods that are integral when streamlining the business using the eCRM and touch points methodologies. The first involves observation of customer-focused culture within and without the organization. It helps in understanding their tastes and preferences (Parvatiyar & Shainesh, 2001). Second, an adoption of satisfaction benchmarks that evaluates the clients’ suggestions and complaints in terms of service offered. Another collection method encompasses putting recommendation questions that assess the aspects of buying and selling.

It, therefore, is imperative to consider company needs as part of CRM systems that help in estimating the customer strategy (Sagadevan, 2003). This is because it streamlines the company budget through provision of CRM solutions that include broadening the sales to enhance flexibility. Overall, customer-centered services remain the most important part of customization and product configuration in the use of information technology (IT). ReferencesFjermestad, J. & Romano, N. (2006). Electronic Customer Relationship Management.

Mason, OH: M.E. Sharpe. Kincaid, J. (2003). Customer Relationship Management: Getting it Right! Mason, OH: Prentice Hall Professional. Parvatiyar, A. & Shainesh, G. (2001). Customer Relationship Management: Emerging Concepts, Tools, and Applications. New Jersey, NJ: Tata McGraw-Hill Education. Sagadevan, M. (2003). Customer Relationship Management: A Step-By-Step Approach, 1E. New York, NY: SAGE.