| What is eCRM |
| 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 more effectively
respond to its customers' needs and to market to them on a one-to-one
basis. |
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| Experts Corner |  How can I reduce the risk of a security breach when a customer calls?
John P. Joseph, VP Corporate Marketing, Envox Worldwide
Read more... |
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| Highlights |
 Customer Defection: a Signal for the Spanish Telecom Market
The world is becoming generally more mobile and less loyal. With the mobile telecoms industry showing high levels of customer defection throughout Europe, it is no wonder marketers are becoming obsessed with retention strategies. Yet despite all the effort and investment going into customer retention and loyalty, the effective strategies implemented by well known success story companies are not yet the norm.
by Giovanni Pellegrini, Sales Director Southern Europe
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| Author: Rhion Jones, CRM & E-Government Expert Analyst and Kei Hau, Marketing Manager |
| Source: |
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Doc Type: White Paper
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| Pages: 13 | Format:
PDF
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Size: 240 Kb |
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Abstract: It’s time to stop being tentative! eServices have suddenly come of age both for suppliers and customers, and with this comes a need to re-assess our approach to this technology. This Atmyside paper makes a measured analysis - but arrives at a provocative conclusion. It claims that the days of carefully calculating ROI benefits are over - at least for today’s exciting range of web technologies. It’s not that the
sums don’t matter - it’s just that market expectations have moved on, and customers today won’t take your offerings seriously unless you can deliver easy-to-use web services as part of your channel methodology. |
| Topics:
eCRM |
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| Author: Terry Hiles, Managing Director |
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Doc Type: White Paper
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| Pages: 12 | Format:
PDF
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Size: 288 Kb |
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| Abstract: The Internet is revolutionising the way organisations provide customer service. With more and more people using the web to interact with businesses, it is becoming increasingly critical for these organisations to collectively manage all main channels of communication from their customers – whether by phone, e-mail, through the post or via their website. |
| Topics:
eCRM |
Customer Service |
Call Centers |
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| Author: George S. Day, The Wharton School and Katrina J. Hubbard, Pennsylvania State University |
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Doc Type: Academic Paper
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| Pages: 27 | Format:
PDF
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Size: 211 Kb |
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| Abstract: Opinions on the impact of digital technologies on customer relationships have swung from anxiety about the threat of frictionless commerce, to enthusiasm over the prospects for cutting customer service costs and tightening connections with customers. As recently as 1999 the prevailing view was that when customers could use the internet to expand their search for alternatives, learn more about them faster and easily compare prices, that margins would shrink and loyalty would be increasingly transient. |
| Topics:
eCRM |
eBusiness |
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| Author: Norbert Höckl, Management Consultant, Detecon International, Germany |
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Doc Type: Highlights
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| Pages: 2 | Format:
HTML
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Size: 40 Kb |
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| Abstract: Online shopping is getting increasingly common. Lots of articles are less expensive in the online stores and there are easy ways to compare prices of merchandise over the net. However, customers still prefer to spend a significant amount of their money via traditional channels such as “offline stores”. |
| Topics:
eCRM |
Web Services |
Customer Retention |
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| Author: Tom Sweeny, Director SSPA Research |
| Source: |
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Doc Type: Highlights
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| Pages: 2 | Format:
HTML
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Size: 40 Kb |
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| Abstract: Have your electronic service initiatives lived up to your expectations for cost and efficiency? What do your customers think about your e-services? Do they use it, and are they satisfied with the electronic services you provide? |
| Topics:
eCRM |
Customer Service |
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