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Electronic Customer Relationship Management^[1] (eCRM) is a technology-based approach used by businesses to interact with their customers. It is an evolution of traditional Customer^[3] Relationship Management (CRM), utilizing modern technologies to streamline and enhance customer interactions. eCRM aims to understand customer behaviors, manage relationships with customers, and boost profits through individualized communication. It uses various channels for customer communication and allows direct responses to customer requests. The technology^[4] used in eCRM includes IT tools that enhance personalized customer interactions, databases for customer information storage, CRM software for automating marketing processes, and data analytics tools for predicting trends. eCRM also includes mobile CRM and virtual CRM, which extend the reach of businesses to their customers. It is implemented through steps like needs analysis, design, testing, and rollout, and faces challenges such as data security^[2], privacy^[5] compliance, and adapting to rapidly changing customer preferences.

Terms definitions

1. ↑ Customer relationship management ( Customer Relationship Management )

1 Customer Relationship Management, often abbreviated as CRM, is a strategic framework that businesses use to manage and improve their interactions with customers. Originating from the concept of database marketing in the early 1970s, CRM has evolved to incorporate technological advancements like data warehousing and software as a service (SaaS). It's categorized into strategic, operational, analytical, and collaborative types, each serving different functions. The primary goal of CRM is to boost customer loyalty and satisfaction, reduce complaints, and enhance the value of customer relationships. A strong CRM strategy involves collecting customer data, training employees, and leveraging social and location-based services to improve customer engagement. It offers benefits like improved customer knowledge, customized interactions, and enhanced efficiency.

2 Customer Relationship Management, commonly referred to as CRM, is a strategy used by businesses to manage and improve their interactions with customers. Originating in the early 1970s, its development was marked by key milestones such as the introduction of database marketing in 1982 and the design of the first CRM product in 1993. CRM can be categorized into four types: Strategic, Operational, Analytical, and Collaborative, each with a unique focus area. The CRM system consists of various components such as marketing, data aggregation, and CRM-specific software, all aimed at building and managing customer relationships effectively. The benefits of employing CRM can be seen in improved customer satisfaction, efficient sales force, and personalized marketing approaches. The field of CRM is continuously evolving, responding to trends and developments such as customer-centric strategies and the impact of global events on customer behavior.

3 Customer Relationship Management, often abbreviated as CRM, is a strategic framework that businesses use to manage and improve their interactions with customers. Originating from the concept of database marketing in the early 1970s, CRM has evolved to incorporate technological advancements like data warehousing and software as a service (SaaS). It's categorized into strategic, operational, analytical, and collaborative types, each serving different functions. The primary goal of CRM is to boost customer loyalty and satisfaction, reduce complaints, and enhance the value of customer relationships. A strong CRM strategy involves collecting customer data, training employees, and leveraging social and location-based services to improve customer engagement. It offers benefits like improved customer knowledge, customized interactions, and enhanced efficiency.

2. ↑ data security.

1 Data security is an essential aspect of information technology that involves the use of various technologies and practices. It includes the use of disk encryption technologies that help in securing the data present on hard drives. This can be done through software or hardware methods. There are also certain security mechanisms in place including software encryption, hardware security tokens, and two-factor authentication. These measures help safeguard sensitive information from breaches and cyber attacks. It's essential for employees to be trained in security protocols and follow company policies for effective data security. The future of data security includes the use of AI, biometric authentication, blockchain technology, and an increased emphasis on data privacy laws. Protecting data is not just about preventing financial losses, but also building customer trust and compliance with regulations.

2 Data security is an essential aspect of information technology that involves the use of various technologies and practices. It includes the use of disk encryption technologies that help in securing the data present on hard drives. This can be done through software or hardware methods. There are also certain security mechanisms in place including software encryption, hardware security tokens, and two-factor authentication. These measures help safeguard sensitive information from breaches and cyber attacks. It's essential for employees to be trained in security protocols and follow company policies for effective data security. The future of data security includes the use of AI, biometric authentication, blockchain technology, and an increased emphasis on data privacy laws. Protecting data is not just about preventing financial losses, but also building customer trust and compliance with regulations.

3. ↑ Customer ( Customer )

1 The primary entity in this text is the 'customer.' A customer is an individual or entity that purchases goods or services from a business. They are crucial participants in the commercial landscape, forming relationships with businesses through transactions. Customers can also be classified as 'clients,' especially when they receive tailored advice or solutions from a business. The term 'client' originates from Latin, implying a sense of leaning or bending towards a business. Customers vary in types - from end customers who directly buy products or services, to industrial customers who incorporate these goods or services into their own offerings. These customers can have different relationships with the business, such as being employers in construction projects. Businesses often segment their customers into different categories, like entrepreneurs or end users, to better understand and serve them. The understanding and management of customer relationships is a critical area of study and practice in business.

2 The primary entity in this text is the 'customer.' A customer is an individual or entity that purchases goods or services from a business. They are crucial participants in the commercial landscape, forming relationships with businesses through transactions. Customers can also be classified as 'clients,' especially when they receive tailored advice or solutions from a business. The term 'client' originates from Latin, implying a sense of leaning or bending towards a business. Customers vary in types - from end customers who directly buy products or services, to industrial customers who incorporate these goods or services into their own offerings. These customers can have different relationships with the business, such as being employers in construction projects. Businesses often segment their customers into different categories, like entrepreneurs or end users, to better understand and serve them. The understanding and management of customer relationships is a critical area of study and practice in business.

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Glossary

eCRM (Wikipedia)

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The eCRM or electronic customer relationship management coined by Oscar Gomes encompasses all standard CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers through the use of information technology (IT).

eCRM processes include data collection, data aggregation, and customer interaction. Compared to traditional CRM, the integrated information for eCRM intraorganizational collaboration can be more efficient to communicate with customers.

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