Shree Ganeshay Namah:E-Commerce

Ch.2 Building E-customer relationship management(Q.1) significance of e-CRMAnswer:-Introduction:- The extensive use of information technology application for healthy customer relationship management by marketing department for company is very vital for efficient service quality delivery and maintenance for long term.Businesses need to have their customer, prospect and vendor (Contact) information that is complete and up-to-date readily available. This information must include details on pending and past business transactions, sales inquiries, communications, as well as any issues and how they were resolved. Firms used to consider this type of centralized and comprehensive information source a desirable option. Now it is considered a business necessity. As the speed of business increases and the amount of information grows, businesses are forced to do more and compete effectively with even fewer resources making CRM through software and networking is a critical component for success.

The E-CRM system in a company to support the main four activities apart from sales and customer data analysis made up of different marketing applications:-1. Sale force automations (SFA) Arrange and record customer enquiries and visits.2. Customer Service Management:-Customer request process about products and services and database information for customers requirements and previous track record of queries.

3. Sales process management:-Web based E-commerce of B2B and B2C for sales deal4. Campaign management:- Managing Ad, Consumer contacts and direct email, new products and service canvassing.

5. Customer data analysis:- data warehouses and data mining for customers, about their purchase, characteristics, behaviors etc.E-CRM: Benefits

Using the internet for relationship marketing involves integrating the customer database with web sites to make the relationship targeted and personalized. Through doing this marketing can be improved as follows.1. It helps more cost-effectively for target customers with specified criteri.2. It is possible to achieve mass customization of the sales and marketing messages with tailored web messages and emails.

3. IT increases depth, breath and nature of relationship with customers with specific information.

4. Uses of different tolls throughout the customer life cycle to improve customer relationship and feedback process.

5. It has a lower cost for contacting customer directly via email or through webpage view. Significance or importance of eCRM

1. Customer analysis with predefined reports;

2. Marketing automation with the ability to segment customers into groups, manipulate those groups and execute campaigns through e-mail, web, wireless and voice; and

3. ETL (extract, transform & load) to continually populate the data warehouse from the many source systems.

4. It is driven by a comprehensive customer-centric data model with customer and marketing data elements, and refined through more implementations with Strategy customers. In addition, it inherits all of the scalability, performance, administration and security features available in the e-crm.5. IT offers a simple web interface that places sophisticated analytical functionality easily within the reach of non-technical users. The interface boasts advanced usability features such as workflow wizards that simplify complex sequences of analyses, workgroup sharing of reports and customer segments, the ability to manipulate and combine groups of customers and subscription and alert services so users are proactively notified of exception conditions. The interface can be personalized for each user and for each company, and can be integrated with other web-based applications. 6. Allows Organizations to Benefit Quickly, and Will Grow with the Organization.MicroStrategy eCRM 7 has been constructed with the understanding that everyone begins their eCRM. 7. The end result of this integration is that users can now analyze customer data, take action and close the loop with the customer.

Conclusion:- eCRM incorporates exchange Dialogues and sales and service process withcustomers as a leader in CRM applications. The interface boasts advanced usability features such as workflow wizards that simplify complex sequences of analyses, workgroup sharing of reports and customer segments, the ability to manipulate and combine groups of customers and subscription and alert services so users are proactively notified of exception conditions.Q.2 Relationship Marketing:-Answer:- Marketingactivitiesthat are aimed atdevelopingandmanagingtrusting andlong-termrelationshipswith largercustomers.

In relationship marketing,customer profile,buying patterns, and history ofcontactsaremaintainedin asalesdatabase, and anaccount executiveisassignedto one or more major customers to fulfill theirneedsand maintain the relationship.

Concept:- Relationship marketingis a strategy designed to foster customer loyalty, interaction and long-term engagement. It isdesigned to develop strong connections with customers by providing them with information directly suited to their needs and interests and by promoting open communication.The digital age has presented a lot of new and interesting opportunities for businesses. Cultural experiences and virality are more prevalent than ever and it is seeing brands wanting to extend their digital campaigns with tangible merchandise. Nostalgia is one of the most powerful emotional connections that consumers can have to a brand and being connected to those special moments in popular culture freezes time for them.New Ways for Relationship withcustomers arevery importanct to get growing in business.

A brand is not an asset. Brand loyalty is the asset. Without the loyalty of its customers, a brand is merely a trademark, an ownable, identifiable symbol with little value. With the loyalty of its customers, a brand is more than a trademark. A trademark identifies a product, a service, a corporation. A brand identifies a promise. A strong brand is a trustworthy, relevant, distinctive promise. It is more than a trademark. It is a trustmark of enormous value. Creating and increasing brand loyalty results in a corresponding increase in the value of the trustmark. The new emphasis on building brand loyalty is encouraged by the fact that it costs four-to-six times more to convert a customer than it does to retain one.

Conclusion:- Building brand loyalty is the only basis for enduring, profitable Growth with the help of customer relationships.Customer Relationship Marketing has many implications for market planning,employee training, advertising, promotion, public relations, direct marketing,package design, and so on. Customer Relationship Marketing requires us to refocus our attention on the economic value of brands. CRM demands that weconsider the price of brand exploitation versus the benefits of brand building. The Customer Relationship Marketers goal is to win and keep brand loyal customers. Building enduring, profitable, growing brands is all about creating, nurturing, defending and strengthening loyal brand relationships.

Q.3 Database marketing

Q.4 Profiling

Q.5 Personalization

Q.6 Email marketing

Q.7 Comtrol issues

Q.8 cleaningthedatabase

Q.8 customer acquisition

q.9 customer interaction management

Q. 10 Customer retention

q.10 retention cebtered organizations: Establishing and building good relationships with your customers begins from the moment they learn about your brand. To keep customers engaged, they need to see value in your business. Your communication with them needs to be relevant and include topics and personalized opportunities they want to hear about.

Electronic customer relationship management (eCRM) tools can help you manage this process and give you a better competitive advantage by understanding your customers' buying cycle and behaviors.

It can be a big challenge for businesses to centralize all of their customer data and contact information into one platform.

And top of that, trying to manage all of this data for multiple marketing campaigns and strategies can be an even more daunting task.