2008年4月9日 星期三

Different between CRM (Customer Relationship Management 客戶關係管理) & eCRM (Customer Relationship Management 客戶關係管理):::

CRM (Customer Relationship Management 客戶關係管理) and eCRM (Customer Relationship Management 客戶關係管理) is similar in concept, i.e. concepts used by organizations to manage their relationships with customers, including collecting, storing and analyzing customer information. Both of them are about the management of customer relationship.

It can be viewed as a new part of traditional CRM (Customer Relationship Management 客戶關係管理): eCRM (Customer Relationship Management 客戶關係管理) is the electronic based version of CRM (Customer Relationship Management 客戶關係管理). The User of an eCRM (Customer Relationship Management 客戶關係管理) solution uses the sources of the Internet to increase the relationship to the customer. Web-based CRMs (Customer Relationship Management 客戶關係管理) can easily handle the relationships between Central Sales Management, Regional Sales Offices and their salespeople. The system presents each user a unique view of their CRM data, whichever role they’re in – whether it’s central sales management, customer care, sales administration, regional sales management or in a regional sales team.

eCRM (Customer Relationship Management 客戶關係管理) is the term that some people have used to describe the customer facing portion of the CRM (Customer Relationship Management 客戶關係管理). The term usually implies capabilities like self-service knowledge bases, automated e-mail response, personalization of web content, online product, bundling and pricing etc.

eCRM (Customer Relationship Management 客戶關係管理) gives the internet users the ability to interact with the business through their preferred communication channel and allows the business to offset expensive customer service agents with technology. So the value is the largest one of improved customer satisfaction and reduced cost through improved efficiency.

* A database to store customer information. This can be a CRM (Customer Relationship Management 客戶關係管理) specific database or an enterprise data warehouse.
* Operational CRM (Customer Relationship Management 客戶關係管理) requires customer agent support software.
* Collaborative CRM (Customer Relationship Management 客戶關係管理) requires customer interaction systems, eg an interactive website, automated phone systems etc.
* Analytical CRM (Customer Relationship Management 客戶關係管理) requires statistical analysis software, as well as software that manages any specific marketing campaigns.
* Support CRM (Customer Relationship Management 客戶關係管理) systems require interactive chat software to provide live help and support to web site visitors.


To conclude, as mentioned before, eCRM (Customer Relationship Management 客戶關係管理) focus on a part of operational aspect in CRM (Customer Relationship Management 客戶關係管理) i.e. internet-based CRM (Customer Relationship Management 客戶關係管理) but CRM (Customer Relationship Management 客戶關係管理) include the whole operational and strategic aspects at the same time.

Source: http://hk.knowledge.yahoo.com

2008年4月3日 星期四

Privacy & Data Security on Customer Relationship Management (CRM) 客戶關係管理:::

One of the primary functions of Customer Relationship Management CRM software is to collect information about customers. When gathering data as part of a Customer Relationship Management (CRM) 客戶關係管理 solution, a company must consider customer privacy and data security with respect to legal and cultural environments. Some customers prefer assurance that their data is not shared with third parties without their consent and that it cannot be illicitly accessed by third parties.

Customers can benefit from their data being utilized within a Customer Relationship Management (CRM) 客戶關係管理 system. For example, while an increase in unsolicited telemarketing calls is generally resented by customers, a small number of relevant offers may be appreciated. Customer Relationship Management (CRM) 客戶關係管理 software can enhance the collection and analysis of customer behavior data, leading to more relevant communications with customers.

Successes using Customer Relationship Management (CRM) 客戶關係管理:::

While there are numerous reports of "failed" implementations of various types of Customer Relationship Management (CRM) 客戶關係管理 projects, these are often the result of unrealistic high expectations and exaggerated claims by Customer Relationship Management (CRM) 客戶關係管理 vendors.

Many of these "failures" are also related to data quality and availability. Data cleaning is a major issue. If the company Customer Relationship Management (CRM) 客戶關係管理 strategy is to track life-cycle revenues, costs, margins and interactions between individual customers, this must be reflected in all business processes. Data must be extracted from multiple sources (e.g., departmental/divisional databases, including sales, manufacturing, supply chain, logistics, finance, service, etc.), requiring an integrated, comprehensive business processing system to be in place with defined structures and data quality. If not, interfaces must be developed and implemented to extract data from different systems. This creates a demand far beyond customer satisfaction to understand the full business-to-business relationship.

For this reason, Customer Relationship Management (CRM) 客戶關係管理 is more than a sales or customer interaction system.
The experience from many companies are that a clear Customer Relationship Management (CRM) 客戶關係管理 requirement with regard to reports (e.g., input and output requirements) is of vital importance before starting any implementation. With a proper demand specification, a great deal of time and money can be saved based on realistic expectations of systems capability. A well operating Customer Relationship Management (CRM) 客戶關係管理 system can be an extremely powerful tool for management and customer strategies.

2008年4月1日 星期二

Customer Relationship Management (CRM) 客戶關係管理 Strategy:::

Several commercial Customer Relationship Management (CRM) 客戶關係管理 software packages are available which vary in their approach to commercial Customer Relationship Management (CRM) 客戶關係管理. However, as mentioned above, Customer Relationship Management (CRM) 客戶關係管理 is not just a technology, but rather a comprehensive customer-centric approach to an organization's philosophy in dealing with its customers. This includes policies and processes, front-of-house customer service, employee training, marketing, systems and information management. Hence, it is important that any Customer Relationship Management (CRM) 客戶關係管理 implementation considerations stretch beyond technology, towards the broader organizational requirements.

The objectives of a Customer Relationship Management (CRM) 客戶關係管理 strategy must consider a company’s specific situation and its customers' needs and expectations. Information gained through Customer Relationship Management (CRM) 客戶關係管理 initiatives can support the development of marketing strategy by developing the organization's knowledge in areas such as identifying customer segments, improving customer retention, improving product offerings (by better understanding customer needs), and by identifying the organization's most profitable customers.[1]

Customer Relationship Management (CRM) 客戶關係管理 strategies can vary in size, complexity and scope. Some companies consider a Customer Relationship Management (CRM) 客戶關係管理 strategy to only focus on the management of a team of salespeople. However, other Customer Relationship Management (CRM) 客戶關係管理 strategies can cover customer interaction across the entire organization. Many commercial Customer Relationship Management (CRM) 客戶關係管理 software packages that are available provide features that serve sales, marketing, event management, project management and finance.

[1] Bligh, Philip; Douglas Turk (2004). Customer Relationship Management (CRM) 客戶關係管理 unplugged – releasing Customer Relationship Management (CRM) 客戶關係管理 's strategic value. Hoboken: John Wiley & Sons. ISBN 0-471-48304-4

2008年3月28日 星期五

Collaborative Customer Relationship Management (CRM) 客戶關係管理:::

The function of the Customer Interaction System or Collaborative Customer Relationship Management (CRM) 客戶關係管理 is to coordinate the multi-channel service and support given to the customer by providing the infrastructure for responsive and effective support to customer issues, questions, complaints, etc.

Collaborative Customer Relationship Management (CRM) 客戶關係管理 aims to get various departments within a business, such as sales, technical support and marketing, to share the useful information that they collect from interactions with customers. Feedback from a technical support center, for example, could be used to inform marketing staffers about specific services and features requested by customers. Collaborative Customer Relationship Management (CRM) 客戶關係管理 's ultimate goal is to use information collected from all departments to improve the quality of customer service.

Remarks: Edwards, John (2007-11-29). Get It Together with Collaborative Customer Relationship Management (CRM) 客戶關係管理 inside Customer Relationship Management (CRM) 客戶關係管理. Tippit. Retrieved on 2008-02-01.

Source: http://en.wikipedia.org/wiki/Main_Page

2008年3月26日 星期三

4 phases of SEO:::

Customer Relationship Management (CRM) 客戶關係管理 Book:::



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