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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.

Experts Corner

Having spent the money to identify our online customers, how can we maximize that investment by knowing the best time to reach them?
David King, Fulcrum Analytics
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Highlights

Q&A with Vivek Thomas, President, Maximizer Software
Vivek Thomas joined Maximizer in 2002 and began serving as the CRM software provider's president on June first of this year. He graciously agreed to an email interview with CRM2Day about the current state of the CRM market and Maximizer's plans for the future.
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Q&A with Vivek Thomas, President, Maximizer Software

Doc Type: Article Highlights

Abstract: Vivek Thomas joined Maximizer in 2002 and began serving as the CRM software provider's president on June first of this year. He graciously agreed to an email interview with CRM2Day about the current state of the CRM market and Maximizer's plans for the future.

Topics: eCRM | Business Intelligence | Web Services |

CRM Function: CRM ROI | Customer Loyalty | Customer Profitability | Customer Retention

CRM Methology: CRM Strategy | CRM Implementation | CRM Overviews | CRM Definition

Customer retention and satisfaction take on heightened importance in a difficult economy. What techniques and technologies will help keep customers happy?

Author: By Tim Kraskey, VP of Marketing and Business Development, Calabrio, Inc.
Company: Calabrio, Inc.
Doc Type: Article
	Format: HTML

Abstract: In a downturn, many businesses turn to cutbacks to survive – whether in terms of budget, staff, or training reductions. Unfortunately, customer service can suffer as a result. But it is just as important to put as much energy – or more – into customer satisfaction and retention during hard economic times. After all, it is always less expensive to keep the customers you have than to acquire new ones. Research shows a direct correlation between the quality of a company’s customer service and its stock price. Unhappy customers lead to unhappy shareholders, and poor customer service is bad business.

Topics: eCRM | Customer Service |

Digging Into Customer Relationship Management: Nine Ways to Do More with Less in a Recession