9（课件）- 《客户关系管理（英文版）》同步教学（人民大学版）

Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited CRM Customer Relationship Management Urvashi Makkar Harinder Kumar Makkar Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Chapter 9 eCRM Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Introduction Learning Objectives What is eCRM? Benefits of eCRM Data handling in eCRM Specifications of eCRM Solution Recap Chapter 9: eCRM Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited After going through this chapter, the students will be able to: Understand eCRM Explain the benefits of eCRM Have a detailed overview of the specifications expected in an ideal eCRM solution Have insight into some eCRM applications available in Market Learning Objectives Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Earlier product innovation and price leadership was Strategic Advantage in the Market Customer Relations is now seen as Strategic Advantage Focus on successful implementation of CRM concepts Practical Implementation of CRM Concepts require eCRM system Introduction Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited What is eCRM ? Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Levels of eCRM Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright ©