ECRM

Measure, create and increase income and reduce costs

Electronic Customer Relationship Management (ECRM) - do you know what they want?

What makes for good online customer service? Read more here.

What is needed to keep customers loyal? Find out more here.

Changing consumer attitudes are driving Electronic Customer Relationship Management (ECRM).

We live in a technological age and consumers are now fuelled by internet-induced expectations and an even increasing mood of self-reliance.

So you have to compete in an environment where communication, buying processes, data management, delivery and service are all-important in the battle for long-term, profitable relationships.

ECRM is the customer focussed management of the whole EBusiness relationship with each customer, in order to measure, create and increase income and reduce costs for each customer & segment and thus to generate greater positive lifetime value.

ECRM for SMEs has taken a major leap forward over the last few years.

Effective ECRM means you need to know the answers to questions such as:

Which of my customers are profitable or unprofitable?
Do I know their lifetime value?
Which of my products and services are they buying and not buying?
Have I measured customers' purchase behaviour patterns, their loyalty/retention/repeat purchase and multiple product purchases?
What channel preferences do customers have?
Who are my most profitable customers and what is their ranking/grouping by risk, by product service grouping, by profit, and by revenue?
What strategies can I use to improve a customer's profitability profile?

Operate more efficiently and profitably

ECRM is there to help companies become "customer machines" by allowing staff to provide the service that customers everywhere expect these days, to reduce attrition rates improve advocacy among customers and increase the lifetime value of each relationship to improve revenue and profit.

Good ECRM needs to encourage users to interact as well as be in-tune with the business and:

Helps you to define your customer markets and target new prospects
Allows your staff to access all information relating to each of your customers in real time for better decisions
Helps improve overall sales and customer services processes
Provides functionality around marketing campaigns, website leads and sales
Provides fast and easy user adoption and is a flexible solution to blend with current business processes
Have open standards for low cost integration with legacy systems