Management Dynamics

Open Access Open Access  Restricted Access Subscription Access

Electronic Customer Relationship Management (E-CRM): A Study of Its Role, Influence & Benefitsto E-Commerce


Affiliations
1 Dept. of Commerce & Business Administration, University of Allahabad, Allahabad U.P., India
 

Internet and other developing computing and communicative techniques have redesigned the way of commerce, erased old boundaries of time, place and have shaped novel cybernetic societies of customer and suppliers with new demands of products and services. E-CRM has also been becoming an important aspect in this regard since the emergence of technology as it encompasses all the CRM functions over the internet. Emerging usage of internet for commercial purposes has increased the impact of e-commerce on the entire business events done globally. Now India, China, Brazil and many South East Asian nations have become the center of the IT-enabled services and now providing essential means to conduct worldwide e-commerce effortlessly. Therefore, with increased competition in the global e-market, now the emphasis is slowly flowing to the customers. So real challenge lies in retaining those customers rather than just acquiring new. That is why most of the business organizations in the world have already started assimilating Customer Relationships Management Strategies and Policies into the e-commerce ambiance so as to provoke customer's interest and instant customers' fulfillment in the long run so that the customer is retained without unwavering loyalty. The main reason for presenting this subjective paper is to focus on how the CRM plays its role in Ecommerce and what sort of impact does it give on the same. Globalization also has brought in its wake a widespread and wonderful prospect for the development of e-commerce thus increasing the significance of business at a low cost and in the disturbance-free transactional atmosphere in a very rapid time. Apart from that, Localization also dictates and makes local socio-political conditions to be measured while incorporating CRM strategies in the modern e-commerce environment. Overall, this paper is an effort to showcase the E-CRM's role in E-Commerce, its impact and various benefits that it gives to E-commerce.

Keywords

CRM, Customer Loyalty, E-CRM, & E-Commerce, etc.
User
Notifications
Font Size

  • Adebanjo, D. (2003). Classifying and selecting e-CRM applications: an analysis-based proposal.

  • Management Decision. 41(6). 570-7.

  • Albrecht Enders, J. T. (2008).Strategies for E-Business: Concepts and Cases. Pearson Education.

  • (Online)Available at:

  • http://books.google.co.uk/books?id=OWjzHBLxRoMC&pg=PA216&dq=ecrm&lr=#PPA215,M1

  • Alhaiou, T., Irani, Z., & Ali, M. (2009). The relationship between e-CRM implementation and eloyalty at different adoption stages of transaction cycle: a conceptual framework and hypothesis. European and Mediterranean Conference on Information Systems. Izmir.

  • Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM) People, process and technology. Business Process Management Journal. 9(5). 672-688

  • Dyche, J. (2001). The CRM Handbook: A Business Guide to Customer Relationship Management.

  • Addison-Wesley Professional.

  • Harris, E. K. (2000). Customer service: a practical approach.Elaine K. Harris. 2nd edition. Upper Saddle River. N. J.: Prentice Hall.

  • Jason C. H. Chen, S. C., Bibshan Lin, Pachi Chen (2006). Security ine-business and beyond: a case study reflecting current situations and future trends. International Journal of Mobile Communications.4(1). 17-33.

  • Karami, M., Far, M. S., Abdollahian, E., & Khan, S. u. (2013). Online Shopping Factors Behavior Effect on E-CRM Capabilities in Malaysia. World Journal of Management and Behavioral Studies, 1(2). 44-52.

  • Kennedy, A. (2006). Electronic Customer Relationship Management (e--CRM): Opportunities and Challenges in a Digital World. Irish Management Review. 18(1/2). 58-68.

  • Kotler, P. (2000). Marketing Management: The Millennium Edition. Prentice Hall. India.

  • Lam, A., Cheung, R., & Lau, M. M. (2013). The Influenceof Internet-Based Customer Relationship Management on Customer Loyalty. Contemporary Management Research. 9(4). 419-440.

  • Murthy, CSV. (2015). E- Commerce: Concepts, Models, &Strategies. Himalaya Publishing House (2002). 749.

  • Reichheld, F. (1996). The loyalty effect: The hidden force behind growth, profits, and lasting value.

  • Boston: Harvard Business School Press.

  • Romano, N. C., & Fjermestad, J. (2001). Electronic Commerce Customer Relationship Management: An Assessment of Research. International Journal of Electronic Commerce. 6(2). 61-113.

  • Shanmugam, B., (2004).Internet Banking: Boon or Bane.(Online)

  • Availableat: http://www.arraydev.com/commerce/JIBC/2004-12/Perumal.HTM Sharp, D. E. (2003). Customer relationship management systemshandbook. Duane E. Sharp. London Boca Raton. Fla: Auerbach;Chapaman & Hall

  • Sheth, J. N., Sisodia, R. N., & Sharma, A. (2000). Antecedents and consequences of the growth of customer-centric marketing. Journal of the Academy of Marketing science. 28(Winter). 55-66.

  • Taylor, L. K. (1992). Quality: total customer service. Lynda King Taylor. London: Century Business.

  • Venugopal, A. K. P. a. P. (2008). Implementing e-CRM using Intelligent Agents on the Internet.

  • (Online) Available at: http://ieeexplore.ieee.org/xpls/abs_all.jsp?tp=&arnumber=4598509&isnumber=4598430 Winer, R. S. (2001). A framework for customer relationship management. California Management Review. 43(4). 89-105.


Abstract Views: 266

PDF Views: 304




  • Electronic Customer Relationship Management (E-CRM): A Study of Its Role, Influence & Benefitsto E-Commerce

Abstract Views: 266  |  PDF Views: 304

Authors

Sarita Maxwell
Dept. of Commerce & Business Administration, University of Allahabad, Allahabad U.P., India
Amir Moin Khan
Dept. of Commerce & Business Administration, University of Allahabad, Allahabad U.P., India

Abstract


Internet and other developing computing and communicative techniques have redesigned the way of commerce, erased old boundaries of time, place and have shaped novel cybernetic societies of customer and suppliers with new demands of products and services. E-CRM has also been becoming an important aspect in this regard since the emergence of technology as it encompasses all the CRM functions over the internet. Emerging usage of internet for commercial purposes has increased the impact of e-commerce on the entire business events done globally. Now India, China, Brazil and many South East Asian nations have become the center of the IT-enabled services and now providing essential means to conduct worldwide e-commerce effortlessly. Therefore, with increased competition in the global e-market, now the emphasis is slowly flowing to the customers. So real challenge lies in retaining those customers rather than just acquiring new. That is why most of the business organizations in the world have already started assimilating Customer Relationships Management Strategies and Policies into the e-commerce ambiance so as to provoke customer's interest and instant customers' fulfillment in the long run so that the customer is retained without unwavering loyalty. The main reason for presenting this subjective paper is to focus on how the CRM plays its role in Ecommerce and what sort of impact does it give on the same. Globalization also has brought in its wake a widespread and wonderful prospect for the development of e-commerce thus increasing the significance of business at a low cost and in the disturbance-free transactional atmosphere in a very rapid time. Apart from that, Localization also dictates and makes local socio-political conditions to be measured while incorporating CRM strategies in the modern e-commerce environment. Overall, this paper is an effort to showcase the E-CRM's role in E-Commerce, its impact and various benefits that it gives to E-commerce.

Keywords


CRM, Customer Loyalty, E-CRM, & E-Commerce, etc.

References