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    Six E's of E-CRM

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    Mehedul Islam Sabuj
    The six E's of eCRM are: 1) Electronic channels, 2) Enterprise, 3) Empowerment, 4) Economics, 5) Evaluation, and 6) External information. The components of eCRM strategy are operational, analytical, and collaborative. The main differences between CRM and eCRM are that eCRM utilizes additional channels like the internet and mobile, allows for more customization and personalization, and has lower system overhead and maintenance costs.

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    Six E's of E-CRM

    Uploaded by

    Mehedul Islam Sabuj
    4K views3 pages
    The six E's of eCRM are: 1) Electronic channels, 2) Enterprise, 3) Empowerment, 4) Economics, 5) Evaluation, and 6) External information. The components of eCRM strategy are operational, analytical, and collaborative. The main differences between CRM and eCRM are that eCRM utilizes additional channels like the internet and mobile, allows for more customization and personalization, and has lower system overhead and maintenance costs.

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    Six e's of E-CRM

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    Six e's of E-CRM

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    The six E's of eCRM are: 1) Electronic channels, 2) Enterprise, 3) Empowerment, 4) Economics, 5) Evaluation, and 6) External information. The components of eCRM strategy are operational, analytical, and collaborative. The main differences between CRM and eCRM are that eCRM utilizes additional channels like the internet and mobile, allows for more customization and personalization, and has lower system overhead and maintenance costs.

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    4K views3 pages

    Six E's of E-CRM

    Uploaded by

    Mehedul Islam Sabuj
    The six E's of eCRM are: 1) Electronic channels, 2) Enterprise, 3) Empowerment, 4) Economics, 5) Evaluation, and 6) External information. The components of eCRM strategy are operational, analytical, and collaborative. The main differences between CRM and eCRM are that eCRM utilizes additional channels like the internet and mobile, allows for more customization and personalization, and has lower system overhead and maintenance costs.

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    Question-1: Discuss the six Es of eCRM.

    Answer: The SIX Es OF E-CRM The e in E-CRM not only stands for electronic but also can be perceived to have many other connotations. Though the core of E-CRM remains to be cross channel integration and optimization. The six e in E-CRM can be used to frame alternative definitions of E-CRM based upon the channels which E-CRM utilizes, the issues which it impacts and other factors, the six Es of E-CRM are briefly explained as followed: 1. Electronic channels: New electronic channels such as the web and personalized emessaging have become the medium for fast, interactive and economic communication, challenging companies to keep pace with this increased velocity. ECRM thrives on these electronic channels. 2. Enterprise: Through E-CRM a company gains the means to touch and a shape a customers experience through sales, services and corner offices whose occupants need to understand and assess customer behavior. 3. Empowerment: E-CRM strategies must be structured to accommodate consumers who now have the power to decide when and how to communicate with the company. Through, which channel, at what frequency? An E-CRM solution must be structured to deliver timely pertinent, valuable information that a customer accepts in exchange of his/her attention. 4. Economics: An E-CRM strategy ideally should concentrate on customer economics, which drive smart asset-allocation decisions, directing efforts at individuals likely to provide the greatest return on customer communication initiatives. 5. Evaluation: Understanding customer economics relies on a companys ability to attribute customer behavior to market programs, evaluate customer interactions along various customer touch point channel, and compare anticipated ROI against actual returns through customer analytic reporting.

    6. External information: The E-CRM solution should be able to gain leverage information from such sources as third party information networks and web page profiler application.

    Question-2: What are the components of eCRM? Answer: eCRM strategy components: When enterprises integrate their customer information, there are three eCRM strategy components: 1. Operational: Because of sharing information, the processes in business should make customers need as first and seamlessly implement. This avoids multiple times to bother customers and redundant process. 2. Analytical: Analysis helps company maintain a long-term relationship with customers. 3. Collaborative: Due to improved communication technology, different

    departments in company implement (intra-organizational) or work with business partners (inter-organizational) more efficiently by sharing information.

    Question-3: What are the Differences between CRM and eCRM? Answer: Major differences between CRM and eCRM: Subject Customer contacts CRM Contact with customer made through the retail store, phone, and fax. eCRM All of the traditional methods are used in addition to Internet, email, wireless, and PDA technologies. Geared more toward front end, which interacts with the backend through use of ERP systems, data warehouses, and data marts. Does not have these requirements because the client uses the browser.

    Implements the use of ERP systems, emphasis is on the System interface back-end.

    System overhead (client computers)

    Customization and personalization of information

    System focus

    System maintenance and modification

    The client must download various applications to view the web-enabled applications. They would have to be rewritten for different platform. Views differ based on the audience, and personalized views are not available. Individual personalization requires program changes. System (created for internal use) designed based on job function and products. Web applications designed for a single department or business unit. More time involved in implementation and maintenance is more expensive because the system exists at different locations and on various servers.

    Personalized individual views based on purchase history and preferences. Individual has ability to customize view. System (created for external use) designed based on customer needs. Web application designed for enterprise-wide use. Reduction in time and cost. Implementation and maintenance can take place at one location and on one server.

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