{"id":366,"date":"2021-09-10T10:55:49","date_gmt":"2021-09-10T03:55:49","guid":{"rendered":"https:\/\/p263.parkwayhospitals.com.vn\/?p=330"},"modified":"2021-09-10T10:55:49","modified_gmt":"2021-09-10T03:55:49","slug":"ecrm-meaning-a-useful-tool-for-your-electronic-customer-relationship-management","status":"publish","type":"post","link":"https:\/\/vv918.thegioicongnghe.org\/?p=366","title":{"rendered":"ECRM Meaning, a useful tool for your electronic customer relationship management"},"content":{"rendered":"
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The growing domination of the Internet makes the business battle of all industries more fierce and complicated. But a company that knows how to take advantage of this opportunity to improve the experience and interact strongly with customers on omnichannel will grow strongly.<\/p>\n

Before those urgent requirements, an\u00a0ECRM<\/strong>\u00a0solution appeared to help businesses get a huge customer data collection system. Let’s dig deeper into the concept of ECRM and the benefits it brings to your business below!<\/p>\n

In this article:\u00a0meaning of ECRM<\/strong>,\u00a0advantages<\/strong>,\u00a0features<\/strong>,\u00a0evolution<\/strong>, and, more importantly, how to\u00a0implement<\/strong>\u00a0it effectively. Easily manage your customer relationship on the Internet!<\/p>\n<\/div>\n

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ECRM Meaning: Marketing definition<\/h2>\n<\/div>\n
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The development of the Internet and e-commerce has changed CRM to a new, more “trendy” term, ECRM or\u00a0Electronic Customer Relationship Management<\/strong>. Basically, this tool is the 4.0 technology adaptation of\u00a0CRM<\/strong>\u00a0to help companies approach and build customer relationships through online channels such as websites, email, etc\u2026<\/p>\n

Accordingly,\u00a0ECRM<\/strong>\u00a0provides all records and histories of interactions the organization has with its customers, payments, and information about products\/services that interest customers: it\u2019s an effective way to increase\u00a0customer loyalty<\/strong>!<\/p>\n

E-CRM<\/strong>\u00a0application is becoming important for all companies in all fields. An effective ECRM will help improve interaction with customers. At the same time, it allows businesses to choose products and services that satisfy customers\u2019 requirements.<\/p>\n<\/div>\n

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The difference between CRM and ECRM<\/h3>\n<\/div>\n
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If you are familiar with the concept of CRM, you will know that this term hides a double meaning:<\/p>\n

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  • on the one hand,\u00a0customer relationship management<\/strong>,<\/li>\n
  • on the other hand, customer relationship management software, or\u00a0CRM software<\/strong>.<\/li>\n<\/ul>\n

    ECRM<\/strong>\u00a0is defined as a \u201csubcategory\u201d of customer relationship management: CRM relies on\u00a0multi-channel marketing<\/strong>\u00a0while ECRM focuses on all\u00a0web channels<\/strong>.<\/p>\n

    \u200b\u200bThe difference between CRM and ECRM lies in the\u00a0communication channels<\/strong>.\u00a0CRM<\/strong>\u00a0interacts with customers via phone, distribution channels, or fax. On the other hand,\u00a0E-CRM<\/strong>\u00a0contacts customers through the Internet, e-mail, and the latest technologies.<\/p>\n<\/div>\n

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    The benefits of ECRM<\/h3>\n<\/div>\n
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    E-CRM system allows both to:<\/p>\n

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    • develop and maintain new\u00a0digital channels<\/strong>,<\/li>\n
    • attract new prospects, namely visitors to your site,<\/li>\n
    • convert these prospects into customers and maximize revenue,<\/li>\n
    • retain customers and establish a\u00a0long-term relationship<\/strong>\u00a0of trust.<\/li>\n<\/ul>\n
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      The features of the ECRM systems<\/h2>\n<\/div>\n
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      ECRM has the following features:<\/p>\n

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      • Customer management:<\/strong>\u00a0Grant access to all\u00a0customer information<\/strong>, containing the request status and other similar information<\/li>\n
      • Account management:<\/strong>\u00a0Provide access to\u00a0customer data<\/strong>\u00a0and history, supporting the sales team to function in an effective way<\/li>\n
      • Administrative management:<\/strong>\u00a0A centralized\u00a0database<\/strong>\u00a0that manages and shares customer information<\/li>\n
      • Case management:<\/strong>\u00a0Notify inquiries, priority cases, and unresolved issues to the management department<\/li>\n
      • Back-end integration:<\/strong>\u00a0Integrate with other systems such as billing, inventory, and logistics through websites and call centers<\/li>\n
      • Reporting and analysis:<\/strong>\u00a0Create reports on\u00a0customer behavior<\/strong>\u00a0and business criteria<\/li>\n<\/ul>\n<\/div>\n
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        Evolutions of ECRM:<\/h2>\n<\/div>\n
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        Consumer society and the birth of modern Customer Relations<\/h3>\n<\/div>\n
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        ECRM\u00a0<\/strong>has evolved over time. The first computer systems storing customer information date from the mid-1980s, but only in the late 90s, the\u00a0CRM software<\/strong>\u00a0market started to develop. Therefore, CRM existence is only 20 years old. On the contrary, the history of CRM stretches back thousands of years. CRM was born with commerce. Traders and businesses have always cared about\u00a0Customer Relations<\/strong>\u00a0because the\u00a0human factor<\/strong>\u00a0is always crucial in trading.<\/p>\n<\/div>\n

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        The 1980s – Customer Relations in the Computer Age<\/h3>\n<\/div>\n
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        It was in the 1980s that computing took off.\u00a0Microcomputers<\/strong>\u00a0(or PCs, personal computers) are beginning to appear in organisations. Client-server architectures, which made it possible to create networked computer systems, emerged around the middle of the decade. This technological revolution gave birth to the first\u00a0computerized databases<\/strong>.<\/p>\n

        The first\u00a0Contact Management system<\/strong>, the ancestors of modern CRM, was developed at this time. This technology was then used, for the most part, by businesses or salespeople in their door-to-door sales and marketing activities. They simplify access to\u00a0customer information<\/strong>.<\/p>\n<\/div>\n

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        The 1990s – The Birth of Modern CRM Software<\/h3>\n<\/div>\n
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        The term\u00a0Customer Relationship Management<\/strong>\u00a0originated in the mid-1990s. There is a fight over its fatherhood. Some attribute it to\u00a0Gartner<\/strong>, others to\u00a0Thomas Siebel<\/strong>, founder of Siebel Systems, who created the flagship CRM solution of the 1990s.<\/p>\n

        The mid-1990s marked the appearance of\u00a0Sales Force Automation (SFA)<\/strong>. Their functionalities helped to rationalize and simplify certain tasks of the sales forces at the prospecting stage in\u00a0B2B<\/strong>. Besides, we can also notice the first\u00a0Contact Center<\/strong>\u00a0management system that manages the after-sales process.<\/p>\n<\/div>\n

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        The 2000s – CRM in the age of the Internet<\/h3>\n<\/div>\n
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        At the same time, more and more organizations are realizing that\u00a0CRM<\/strong>\u00a0not only serves to\u00a0reduce costs<\/strong>\u00a0but can help\u00a0increase business revenue<\/strong>\u00a0by making possible a richer Customer Relationship and better understanding\u00a0customer needs<\/strong>.<\/p>\n

        1999 marks an important year of CRM evolutions: it is the beginning of\u00a0Salesforce<\/strong>, a 100% online CRM platform. The move from\u00a0CRM<\/strong>\u00a0to the\u00a0Cloud<\/strong>\u00a0is a major development that will permanently mark the success of CRM. In the early 2000s, we began to talk about eCRM to qualify CRM system integrating the management of web contact points.<\/p>\n

        It was in the mid-2000s that a new category of tools blew up:\u00a0Marketing Automation<\/strong>, intended to automate a part of the marketing task. In 2005, the\u00a0HubSpot<\/strong>\u00a0platform was launched, which creates automated relationship scenarios and sets up\u00a0inbound marketing<\/strong>\u00a0strategies. Another major development: the end of the 2000s saw the emergence of\u00a0social media<\/strong>\u00a0and the rise of\u00a0Social CRM<\/strong>. From 2008-2009, major media groups used\u00a0Twitter<\/strong>\u00a0to interact directly with their customers.<\/p>\n

        The 2010s – an acceleration of CRM transformations<\/p>\n

        The beginning of the 2010s was first marked by the development of the\u00a0SaaS model<\/strong>, which was accompanied by a new economic model, based on\u00a0subscription<\/strong>. At the same time, CRM becomes accessible to small and medium-sized businesses and CRM approaches integrate a new dimension in\u00a0B2C<\/strong>. The CRM system has accelerated in recent years and has continued to grow steadily. The impact of COVID-19 has switched all ECRM into\u00a0virtual sessions<\/strong>\u00a0by using the latest communications technologies to facilitate the meetings between collaborators like buyers and suppliers.<\/p>\n

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        How to implement ECRM effectively?<\/h2>\n<\/div>\n
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        Here are some factors that we should consider in order to\u00a0implement ECRM<\/strong>\u00a0effectively:<\/p>\n

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        • Determine the importance of your\u00a0customer relationships<\/strong>\u00a0and create a\u00a0customer-focused<\/strong>\u00a0mindset: The customer should be the center and not the technology. The technology is used to optimize customer service and make customers want to maintain a\u00a0long-term<\/strong>\u00a0commitment to your company.<\/li>\n
        • Have a\u00a0detailed plan<\/strong>\u00a0and\u00a0good software<\/strong>\u00a0to facilitate the task: Having a plan for all customer segments and a suitable technology solution will help your business win the goal.<\/li>\n
        • Ask\u00a0good questions<\/strong>\u00a0to help a customer solve a problem: Good questions can help you find out customer problems. Besides, you can study the market, your positioning also your product and service to have the best guidelines for your customer.<\/li>\n
        • Adopt a good\u00a0project manager<\/strong>: The project manager has an important role. They are the captain of the game. They verify if every step of the strategy is taken on time and the goal is achieved.<\/li>\n
        • Define common\u00a0usage guidelines<\/strong>\u00a0and\u00a0training<\/strong>\u00a0if necessary: A E-CRM system is only the information that we put in it. So it is essential to know at least how to enter the company or customer data. Commun usage guidelines will facilitate the task for everyone who doesn\u2019t know how to use it.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

          The growing domination of the Internet makes the business battle of all industries more fierce and complicated. But a company that knows how to take advantage of this opportunity to improve the experience and interact strongly with customers on omnichannel… <\/p>\n","protected":false},"author":1,"featured_media":336,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-366","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm"],"_links":{"self":[{"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/posts\/366","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=366"}],"version-history":[{"count":0,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/posts\/366\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/media\/336"}],"wp:attachment":[{"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=366"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=366"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=366"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}