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