Describe an example of a communication and collaboration technology you learnt in Professional skills and management....

Describe an example of a communication and collaboration technology you learnt in Professional skills and management. Briefly explain how your selection could be used in an organisation (1 mark).

Expert Solution

E-CRM or electronic customer relationship management can be seen as the different CRM functions and activities which are performed by using the internet or net environment for example, intranet, extranet and internet. It mainly deals with the different types of relationship management with the customers by using information technology.

Features;- It facilitates the following features:

Online catalogue
Online order processing
Online order configurability
Lead capture and profiling
Conducting online surveys
e-mail marketing
Derived by data warehouses
Facilitate real time access to customer information and their profiles.

	CRM	E-CRM
Customer Contact	Customers are contacted through conventional methods such as stores, fax, telephones	Apart from telephone, customers a re contacted via internet tools
System interface	Mainly use back-end application such as ERP	It is mainly formulated for front end applications and it interacts with the back end applications
System overhead	It is the requirement to write these application on each new location or machine	It is not required in this
Customization of information	Not possible	It is possible

Six E’s of ECRM are as below:-

Electronic channels

Enterprise

Empowerment

Economics

Evaluation

External infomration

keosha answered 1 year ago

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