Electronic Customer Relationship Management- e CRM is integration between the traditional CRM and e-business application. This small ‘e’ has full potential to act as a gigantic E, boosting the organization’s performance and the overall structure of business. Essentially, e enables an organization to extend its infrastructure to customers and partners in a way that offers new opportunities to learn customer needs, add value, gain new economies, reach new customers, and do all of this in real time.
e-CRM is not just customer service, self-service web applications, sales force automation tools or the analysis of customers' purchasing behaviors on the internet. e-CRM is all of these initiatives working together to enable an organization to respond more effectively to its customers' needs and to market to them on a one-to-one basis.
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Why e-CRM?
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Globalization brought in its spate a new emerging trend of e-business reinforcing further the customer centric approach. Customers now-a-days hold supremacy as the de-facto rulers of the market since they drive the market trends, with their rational approach. This emerging scenario impelled companies to take a U-turn in their thought process and follow a customer oriented methodology. At present companies cannot leap ahead on the basis of their capabilities and services as it is the customers who matter at the end of the day.
According to industry research, it is 10 times more expensive to pursue new customers than to sell to existing ones. CRM can help gain a greater share of a loyal customer's business.
Customers have always been at the core of business. The Internet economy has empowered the customer with more information and choice than ever before. In the digital economy, your empowered customer will:
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Value time, convenience, choice, flexibility, and simplicity |
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Permit access to their information on their terms |
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Expect you to learn from their interactions |
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Look for customized, relevant & usable value at competitive price |
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Demand consistent treatment across all modes of interaction - at the store, over the phone, on the web, at their home or business. Insist on every interaction to be a pleasant fulfilling experience. |
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What do we offer with e-CRM?
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Our services revolve around enabling organizations to manage their customers in a better way as follows:
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Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns with clear goals and objectives, and generate quality leads for the sales team. |
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Assisting the organization to improve telesales, account, sales management by optimizing information sharing among employees and streamlining existing processes (for example, taking orders using mobile devices). |
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Establishing one-to-one relationship with the customers and ensuring complete customer satisfaction along with maximizing profits. |
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Identifying the most profitable customers and providing them the highest level of services. |
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Empowering employees with all the required information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base and distribution partners. |
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Our E-Customer Relationship Management (CRM) system is fully integrated and extensible. You can start a customer loyalty program, launch targeted marketing campaigns, view a customer's complete order history details, automate email communications, and enable your customers to browse their own product catalog, see their specific pricing, and view past and pending orders online. Intelebiz offers E-CRM which enables real-time company-wide access for superior customer service and customer self-service.
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Integrated Real-Time Information |
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The comprehensive Intelebiz CRM system captures every order, every payment transaction, every shipment, every communication, and every aspect involving customer relationship, all in real-time. Our E-CRM is integrated with its multi-channel sales, order engines and marketing engine. Customer support is made easy by virtue of having all relevant information in a single unified view.
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Prioritization and Personalization |
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The application tracks all your valuable customers and encourages them to do more business with your company. It provides loyalty program, special offers, special pricing, special products, and other exclusive services.
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Buying Groups and Organizations |
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The system supports groups and other form of buying organizations that receive special pricing, aggregate their orders to a sum benefit, and need cumulative reporting.
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Activity Management |
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The system has a configurable activity management system with a complete calendar, notations, categorized issue tracking, and resolution management.
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Customer Communications- Trouble Ticket and Live Chat |
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Customer communications enables all email communications as well as trouble tickets and live chat supported by a configurable communications engine. Customers can easily submit a trouble ticket or use the live chat 24/7. A system events engine automates communications in step with order management workflow.
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Customer Service and Self-Service |
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Our integrated service tools increase customer loyalty while reducing support costs. Customers can log in anytime to view their order histories, track packages, request refunds or view quotes. Customers can also submit trouble tickets while reviewing responses to their previous inquiries, or read through a published knowledge base.
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New Customer Acquisition and Prospecting |
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This functionality enables tracking of all prospects according to stage of development and likeliness to make a purchase. Prospect records seamlessly convert into customer records with password protection and entitlements.
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Attributes |
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The attribution system enables the definition and storage of any number of aspects of each customer for use in prioritization, loyalty programs, determining customer acquisition sources, entitlements, and contractual obligations. Configuration of attributes is user-driven including the data type, display type, the universe of acceptable values, and behaviors, including whether or not ranges of values are accepted and whether the attribute is visible to customers.
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Pricing Tiers, Volume Pricing, and Customer Specific Pricing |
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The pricing engine enables any number of pricing tiers (for loyalty programs and wholesale/distributor/retail pricing) and enables volume pricing (discounts for bulk purchases) within each tier. The pricing engine is connected to Customer Relationship Manager (CRM) such that customers can sign-in and get access to their own special pricing.
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Most of the organizations are investing huge amount of money in defining and automating there core business processes. No doubt, they have benefited by standardizing the processes, yet there are some unpredictable and unforeseen circumstances, wherein the expertise of the individuals is called for. This is where e-CRM comes into the picture.
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Captures and Reuses past experiences |
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Ensures Knowledge Management- A strategy to organize and use available information, experience and expertise |
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Focus on customers across organization |
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Linking employees with customers |
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Lower cost of service as servicing a customer online costs less because all functional areas of servicing a customer (sales, marketing and services) |
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Help to capitalize on your most profitable customers |
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Ability to increase marketing capabilities through gathering enhanced demographic data, e-CRM allows organizations to profitable consumer profiles for new customer acquisition |
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e-CRM is an essential tool for any organization's high performance and depends on worker's effectiveness more than their efficiency. By doing so, companies can engage their customers in an ongoing knowledge exchange in which the company can learn more about market and customer needs and work to develop and deliver the products and services that can exceed the customers' expectations and leap ahead of market trends.
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