E-CUSTOMER REALATIONSHIP MANAGEMENT

INTRODUCTION
Customer relastionship management in traditional channel, the management of relastions between a company and its customers. Keeping them informed of new products or services and dealing sympathetically with their complaints or inquiries.

MEANING
Customer relationship management is a business strategy. But is a business strategy enabled by the advanced in technology.

HOW TECHOLOGY CAN HELP

Now a days web technology can also help offload the support issue to customers who enjoy helping each other on the web.

 REDUCING COST PER CONTACT

Similarly, web based chat and e-mail have a relatively low cost per contact. Because primarly human to computer mediated interactions. The cost per contact is potentially even lower

PROVIDING REASSURANCE
An important aspect of the sales process is reassuring customers that their purchase decisions are correct their problems have been solved.]

REDUCING HUMAN ERROR

Computer mediated customer communications can have a much lower error rate than human mediated communication is tracking orders verifying charges and identifying repeat customers.

INCREASING FLEXIBILITY

Increasing flexibility
While computers might excel in flowlessly following human instruction good customer service representatives excel in flexibility regardless of the touch point a good representative when properly trained