Lecture E-commerce and e-business for managers - Chapter 10: E-customer relationship management. This chapter includes contents: Tracking and analyzing data, personalization, contact centers, business-to-business e-CRM, complete e-CRM solutions. | Chapter 10, e-Customer Relationship Management Outline Introduction Tracking and Analyzing Data Log-File Analysis Data Mining Customer Registration Cookies Personalization Intelligent Agents Personalization vs. Privacy Contact Centers Frequently Asked Questions (FAQs) e-Mail Online Text Chatting Speech Synthesis and Recognition; Natural Language Processing Voice Communications Sales-Force Automation Business-to-Business e-CRM Complete e-CRM Solutions Introduction Customer relationship management (CRM) Focuses on providing and maintaining quality service for customers, by effectively communicating and delivering products, services, information and solutions to address customer problems, wants and needs Can include: Call handling (the maintenance of outbound and inbound calls from customers and service representatives) Sales tracking (the tracking and recording of all sales made) Transaction support (the technology and personnel used for conducting business transactions) Introduction eCRM is the application of CRM to an e-business’ strategy Includes the personalization and customization of customers’ experiences and interactions with the e-business Relationship between merchant and customers is distant Less expensive to keep customers than to acquire new ones Repeat customers have higher lifetime value than one-time buyers A customer’s lifetime value is the expected amount of profit derived from a customer over a designated length of time Evaluate the potential to profit from a customer Tracking and Analyzing Data Employ tracking devices Personalize each visitor’s experience Find trends in customer use Measure the effectiveness of a Web site over time ID cards An ID card enables information to be sent to your computer from a Web site such as the numerical address of your PC on the Internet, your browser and your operating . | Chapter 10, e-Customer Relationship Management Outline Introduction Tracking and Analyzing Data Log-File Analysis Data Mining Customer Registration Cookies Personalization Intelligent Agents Personalization vs. Privacy Contact Centers Frequently Asked Questions (FAQs) e-Mail Online Text Chatting Speech Synthesis and Recognition; Natural Language Processing Voice Communications Sales-Force Automation Business-to-Business e-CRM Complete e-CRM Solutions Introduction Customer relationship management (CRM) Focuses on providing and maintaining quality service for customers, by effectively communicating and delivering products, services, information and solutions to address customer problems, wants and needs Can include: Call handling (the maintenance of outbound and inbound calls from customers and service representatives) Sales tracking (the tracking and .
