What is eCRM?
SpectraMX can help you with a broad overall strategy that uses a web analytical approach to anticipate, understand, and respond to current and potential customer needs. eCRM has been widely promoted. It is often used in financial services, computer software, and telecommunications. The approach is that not all customers are treated the same as they view your website. Satisfying customers, as difficult as it may sometimes be, is the best investment any business can make.
eCRM is a five-stage process
Identifying cutomers
Segmenting customers by needs and values
Interacting with customers effectively
Customizing the offer made to them
Updating information about them and their changing needs so marketing offers can be updated.
Why implement eCRM?
Besides delivering customer satisfaction and locking in valuable customers, it has the potential to reduce operating costs, increase revenues, and profits, and writing inefficiencies from marketing channels. By improving your customer contact and establishing long-term relationships, it offers opportunities for increasing customer sales, cross selling, and up-selling.