Customer Relationship Management on Internet and Mobile Channels

2011 ◽  
pp. 1-31 ◽  
Author(s):  
Susy S. Chan ◽  
Jean Lam
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Analytical Framework ◽  
Customer Relationship ◽  
The Internet ◽  
Mobile Web ◽  
Mobile Channel ◽  
Five Factors ◽  
Mobile Channels ◽  
Additional Support

The Internet has served as an effective channel for companies to build and manage relationships with customers. The mobile channel, emerging from the convergence of wireless communications and the mobile Web, promises to deliver additional support to meet consumer needs. This chapter examines features of customer relationship management (CRM) as implemented on the Internet (eCRM) and the mobile channel (mCRM) from the customer’s perspective. It further explores how companies can better coordinate their CRM strategies between these two channels to support e-commerce customers. We propose an analytical framework to examine the current eCRM and mCRM practice in terms of customer loyalty, branding, customer satisfaction, customization, and trust. These five factors affect customer acquisition, sales and services, and customer retention. A checklist was developed to guide the evaluation of CRM practice for e-commerce sites. Several examples and research directions are discussed in the chapter.

Customer Relationship Management on Internet and Mobile Channels

2009 ◽  
pp. 2212-2232 ◽  
Author(s):  
Susy S. Chan ◽  
Jean Lam
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Analytical Framework ◽  
Customer Relationship ◽  
The Internet ◽  
Mobile Web ◽  
Mobile Channel ◽  
Five Factors ◽  
Mobile Channels ◽  
Additional Support

The Internet has served as an effective channel for companies to build and manage relationships with customers. The mobile channel, emerging from the convergence of wireless communications and the mobile Web, promises to deliver additional support to meet consumer needs. This chapter examines features of customer relationship management (CRM) as implemented on the Internet (eCRM) and the mobile channel (mCRM) from the customer’s perspective. It further explores how companies can better coordinate their CRM strategies between these two channels to support e-commerce customers. We propose an analytical framework to examine the current eCRM and mCRM practice in terms of customer loyalty, branding, customer satisfaction, customization, and trust. These five factors affect customer acquisition, sales and services, and customer retention. A checklist was developed to guide the evaluation of CRM practice for e-commerce sites. Several examples and research directions are discussed in the chapter.

Analysis of the Variables which Determine a Good E-Marketing Strategy

2011 ◽  
pp. 152-168
Author(s):  
Beatriz Sainz de Abajo ◽  
Isabel de la Torre Díez ◽  
Miguel López Coronado
Keyword(s):  
Marketing Strategy ◽  
Customer Relationship Management ◽  
Search Engines ◽  
Relationship Management ◽  
Strategic Plan ◽  
Internet Marketing ◽  
Global Market ◽  
Customer Relationship ◽  
The Internet ◽  
E Mail

Internet marketing covers all aspects related to the promotion and sale of a product or service through the Internet. This chapter demonstrates how adequate planning is fundamental in a Small and Medium-sized Enterprise (SME) to increase sales. The objective is to analyze the aspects which must be taken into consideration when developing a good e-marketing strategy and to study some of the different alternatives that the Internet and e-marketing make available to us: e-mail marketing, viral e-marketing, geomarketing, and positioning within search engines. Also the concept of Customer Relationship Management (CRM) will be analyzed. The leap into the global market is not easy and the reduction in budgets has inspired marketing professionals to adopt strategies which can be measured and the results controlled, pointing out that the online tactics and tools used by the vast majority of marketing professionals in their strategic plan are banners, search engines, and e-mail.

Barbie in a Wheelchair: Mattel’s Respect to Customer Voice

2020 ◽  
Vol 9 (3) ◽  
pp. 181-186
Author(s):  
Jashim Uddin Ahmed ◽  
Ayesha Tahsin Ananya ◽  
Kazi Pushpita Mim ◽  
Asma Ahmed ◽  
Sarika Iqbal
Keyword(s):  
United States ◽  
Customer Relationship Management ◽  
Minority Groups ◽  
Relationship Management ◽  
The United States ◽  
Customer Relationship ◽  
The Internet ◽  
New Era ◽  
The World ◽  
Key Aspects

Barbie in a wheelchair has heralded a new era in the magical world of Barbie. Mattel, one of the biggest toy manufacturers, has redefined the way Barbie has been portrayed to the world by introducing their new Black Barbie in a wheelchair. After years of innovation and trial and errors, it has proved that Barbie is not just a make-believe plaything or a representation of a singular aspect of beauty standards. These dolls should be relevant and wholesome when it comes to creating a bridge between customers and the brand itself. Mattel realized not too long ago the significance of inclusion, and now it has ended up hoisting a sensation in all of the United States and globally through the Internet and social media such as Twitter. The IDIC (Identify, Differentiate, Interact and Customize) model, which is an effective customer relationship management (CRM) tool, has been deployed by Mattel to demonstrate how Mattel cares for its customers. Mattel’s customer centrism, devotion towards innovation and inclusiveness are the key aspects which has rewarded the company with a whole new spectrum of acceptance from minority groups with a smile on their faces.

Integrating Internet/Database Marketing for CRM

2005 ◽  
pp. 157-174
Author(s):  
Sally Rao ◽  
Chris O’Leary
Keyword(s):  
Action Research ◽  
Data Collection ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Cost Savings ◽  
Customer Relationship ◽  
The Internet ◽  
Database Marketing ◽  
Customer Information ◽  
Consumer Data

Firms have only just begun to fully use the Internet to obtain customer information in their database marketing processes to enhance customer relationship management (CRM). This chapter introduces a framework about how they can do this. Essentially, it argues that the advent of Internet/database marketing brings solutions to some of the difficulties in customer relationship management by providing one-to-one interactivity and customization. For example, the Internet offers benefits, such as increased consumer data collection accuracy and speed, cost savings in collecting data, greater interaction, and better relationships with customers. This chapter develops a framework for integrating the Internet and database marketing to help marketers improve customer relationship management through rigorous action research.

scholarly journals Pembangunan Sistem Electronic Customer Relationship Management (E-CRM) pada PT. Sapta Satria Jaya

2018 ◽  
Vol 2 (1) ◽  
pp. 71
Author(s):  
Tri Wijaya Permana Sidik ◽  
Wina Witanti ◽  
Fajri Rakhmat Umbara
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Black Box ◽  
Customer Relationship ◽  
Mobile Web

PT. Sapta Satria Jaya merupakan perusahaan di bidang jasa keamanan outsourcing dengan sistem kontrak. Pengolahan keluhan terhadap client yang akan dijadikan laporan masih tidak efektif karena laporan dari setiap Danru masih ditulis di kertas sehingga kantor pusat harus membuat format laporan ulang untuk diberikan kepada client setiap 1 bulan sekali. Electronic-Customer Relationship Management (E-CRM) merupakan sebuah strategi yang digunakan oleh suatu organisasi atau perusahaan untuk dapat menciptakan dan mempertahankan suatu hubungan yang baik dan berkelanjutan dengan client dan mengurangi kemungkinan para client pindah ke perusahaan lain. Penelitian ini bertujuan untuk membangun sebuah Electronic Customer Relationship Management (E-CRM) yang berbasis website dan mobile web pada PT. Sapta Satria Jaya agar dapat menjalin hubungan dan meningkatkan pelayanannya kepada client. Pengembangan sistem penelitian ini menggunakan model waterfall. Penelitian ini akan menghasilkan sebuah Sistem Electronic Customer Relationship Management (E-CRM) berbasis website dan mobile web yang kemudian akan diuji dengan menggunakan metode pengujian Black-Box ,yaitu menguji perangkat lunak dari segi spesifikasi fungsional tanpa menguji desain dan kode program, dengan pembangunan Electronic-Customer Relationship Management (E-CRM) ini diharapakan PT. Sapta Satria Jaya dan menjalin hubungan yang berkelanjutan dan dapat meningkatkan layanannya kepada client apabila selesai diimplementasikan diharapkan menurunkan presentasi keterlambatan Danru menjadi 10%.

Online Private Sales Clubs

2010 ◽  
pp. 380-387
Author(s):  
Ana Isabel Jiménez-Zarco ◽  
María Pilar Martínez-Ruiz ◽  
Silvia Sivera-Bello ◽  
Sandra Vilajoana-Alejandre
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Strategic Orientation ◽  
Customer Relationship ◽  
The Internet ◽  
Sales Promotions ◽  
Vast Array ◽  
Payment Methods ◽  
Marketing Strategic ◽  
Broad Array

Considering the advantages of the Internet for commercializing a vast array of products and services (Steinfeld and Whitten, 1999; Webb, 2002), it is little wonder that more and more companies have decided to offer a broad array of products online (Jiménez, 2005). Some companies even have chosen to use the Internet as the exclusive channel for selling products and services. When they follow this route, one of the most successful sales models has been the online private sales club, a multibrand outlet format that relies on a strong, free-flowing relationship among the company, the supplier, and the consumer (B2B2C). The model also adopts an attractive and innovative (relational, emotional, holistic) marketing strategic orientation that combines the attractiveness of traditional marketing elements, including prestigious brands, sales promotions, and exclusive distribution, with marketing elements specific to virtual markets, such as viral communication, intensive customer relationship management (CRM) systems, and secure payment methods.

Analysis of the Variables which Determine a Good E-Marketing Strategy

E-Marketing ◽  
2012 ◽  
pp. 62-78
Author(s):  
Beatriz Sainz de Abajo ◽  
Isabel de la Torre Díez ◽  
Miguel López Coronado ◽  
Carlos de Castro Lozano
Keyword(s):  
Marketing Strategy ◽  
Customer Relationship Management ◽  
Search Engines ◽  
Relationship Management ◽  
Strategic Plan ◽  
Internet Marketing ◽  
Global Market ◽  
Customer Relationship ◽  
The Internet ◽  
E Mail

Internet marketing covers all aspects related to the promotion and sale of a product or service through the Internet. This chapter demonstrates how adequate planning is fundamental in a Small and Medium-sized Enterprise (SME) to increase sales. The objective is to analyze the aspects which must be taken into consideration when developing a good e-marketing strategy and to study some of the different alternatives that the Internet and e-marketing make available to us: e-mail marketing, viral e-marketing, geomarketing, and positioning within search engines. Also the concept of Customer Relationship Management (CRM) will be analyzed. The leap into the global market is not easy and the reduction in budgets has inspired marketing professionals to adopt strategies which can be measured and the results controlled, pointing out that the online tactics and tools used by the vast majority of marketing professionals in their strategic plan are banners, search engines, and e-mail.

scholarly journals The Impact of Inaccurate Color on Customer Retention and CRM

10.28945/3333 ◽  
2009 ◽  
Author(s):  
Kevin Parker ◽  
Philip Nitse ◽  
Albert Tay
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Retention ◽  
Cost Effective ◽  
Customer Relationship ◽  
The Internet ◽  
Negative Consequences ◽  
Color Representation ◽  
The Impact ◽  
Internet Marketplace

The number of Internet purchases continues to increase, making customer relationship management even more critical in today’s Internet marketplace. Keeping existing customers satisfied is much more cost effective than acquiring new customers. However, the Internet has been plagued by inaccurate color representation since the advent of e-commerce. Color inaccuracy has many negative consequences, the most important of which is customer defections. This paper communicates the findings of a survey conducted to assess consumer opinions about Internet purchases. Results indicate that consumers are aware of color inaccuracies and that their reactions will negatively impact the marketer. Over 55% of the consumers surveyed indicate that they will not make future purchases from an online merchant that delivered an item in a color that did not match their expectations. With customer retention being one of the goals of customer relationship management, it is apparent that this issue must be acknowledged and acted upon.

scholarly journals CUSTOMER AND CONSUMER RELATIONSHIP MANAGEMENT TOWARDS E-BUSINESS STRATEGIES

2017 ◽  
Vol 5 (2) ◽  
pp. 357-362
Author(s):  
K. Kala
Keyword(s):  
Customer Relationship Management ◽  
Essential Role ◽  
Relationship Management ◽  
Emerging Technology ◽  
Customer Relationship ◽  
Business Strategies ◽  
The Internet ◽  
Commercial Transaction ◽  
Pros And Cons ◽  
Transfer Of Information

E-Commerce is an emerging technology for purchasing and selling of products through electronically. It is the commercial transaction which involves transfer of information over the internet. It changes the way to do business. With advancements in technology, there may be a chance to change. Customer Relationship Management and Consumer Relationship management play an essential role with E-Business. The focusing scenarios are facing many pros and cons by E-Business. This Paper makes an attempt to highlight the benefits and drawbacks in these scenarios.

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