eCRM Vs CRM
CRM is essentially a business strategy for acquiring and maintaining the “right” customers over the long term.
Within this framework, a number of channels exist for interacting with customers. One of these channels is “electronic” – and has been labeled “e-commerce” or “e-business”.
This electronic channel does not replace the sales force, the call Centre, or even the fax.
It is simply another extension, albeit a powerful new one, to the customer.
The thrust of eCRM is not what the organisation is “doing on the web” but how fully the organisation ties its on-line channel back to its traditional channels, or customer touch points.
CRM is essentially a business strategy for acquiring and maintaining the “right” customers over the long term.
Within this framework, a number of channels exist for interacting with customers. One of these channels is “electronic” – and has been labeled “e-commerce” or “e-business”.
This electronic channel does not replace the sales force, the call Centre, or even the fax.
It is simply another extension, albeit a powerful new one, to the customer.
The thrust of eCRM is not what the organisation is “doing on the web” but how fully the organisation ties its on-line channel back to its traditional channels, or customer touch points.