Page 196 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Unit 7: Electronic-CRM

3. Asistentes Virtuales extends eCRM as a philosophy of action, oriented to conceive business Notes
as a customer centric issue.

Figure 7.3: e-CRM Components

Source: http://www.asistentesvirtuales.com/ENG/ecrmb2c.html
4. Today, the use of new means of connectivity is generalized. It allows us to attend the
atomized relations in a personalized manner, adjusting costs to their low value.
5. The world’s «e» clients surpass the barriers of time and location. They break
intra-departmental barriers. They select the ideal medium of interaction, and claim complete
and coherent answers.

The approach confronts this situation with the adoption of strategies that follow this simplified
cycle:
1. Segmentation that allows us to know the client,

2. Personalization to provide a differentiated deal that lets us obtain,
3. Loyalty to maintain long lasting relationships, and
4. Optimization of these actions and the other channels offered to improve our competition.
The system is equally valid for citizens (in the case of the Public Administration) or employees
(for the case of an intranet).

!
Caution The validity of any online financial transaction is very less; one should take care
as the money can lost in the process very easily.

Task What are the barriers other than the above mentioned barriers which are admissible
in the internet adoption?

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