Page 177 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management Ashwani Panesar, Lovely Professional University

Notes Unit 7: Electronic-CRM

CONTENTS
Objectives
Introduction

7.1 e-CRM
7.2 Modules in CRM
7.3 Barriers to Effective Customer Internet Adoption

7.4 Summary
7.5 Keywords
7.6 Review Questions
7.7 Further Readings

Objectives

After studying this unit, you will be able to:

 Discuss the importance of e-CRM
 Know the interface between e-CRM and CRM

 Assess the process of e-CRM model
 Ascertain the dynamics of e-CRM and retailing
 Analyze the dimensions key factors in e-CRM
 Know all about internet adoption
 Analyse the barriers to internet adoption and E-CRM

Introduction

Electronic Commerce (e-Commerce or EC) is the exchange of business information using
electronic formats, including Electronic Data Interchange (EDI) Electronic Mail (e-mail), Electronic
Bulletin Boards (EBBs) and Electronic Funds Transfer (EFT).
E-Commerce Technologies are designed to replace traditional paper-based workflow with faster,
more efficient and reliable communications between computers. To conduct business in the
current environment using e-Commerce technologies requires that a business have access to a
computer and a modem.

E-Commerce is what happens when one combine the broad reach of the Internet with the vast
resources of traditional information technology systems. It uses the Web to bring together
customers, vendors, and suppliers in ways never before possible; e-commerce is here and presents
abundant opportunities. Companies around the world already buy and sell over the Internet.
They connect with customers, suppliers and each other. They do business on the WEB, and
consequently, they do more business.
There are challenges like security, scalability and reliability. They are real, but they are
surmountable. E-Commerce is about web enabling the core business processes to improve

172 LOVELY PROFESSIONAL UNIVERSITY