e-CRM Features and Functions
CRM versus eCRM--there has been a lot of debate surrounding the differences, or lack of differences, between what is called CRM and what is called eCRM. Is eCRM just web-enabled CRM? Is it merely symptomatic of companies hoping to strengthen their proposition or valuation? Or is eCRM fundamentally different? Clearly the Internet and e-business are responsible for the e in eCRM. There are significant differences in the skills one needs and the things one can do with eCRM as opposed to CRM but the fundamental principles are very similar.
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Web Services
The combination of all Web services that are available to users. Allows companies to provide self-service CRM to customers, suppliers, and partners.
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e-Sales
E-Sales applications are web-based applications that support unassisted B2B and B2C selling via the Internet. These applications enable orginizations to rapidly establish an online selling channel.
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e-Service
E-Service applications deliver valuable customer information that empowers customer service organizations to proactively track, organize, and analyze all interactions with new and existing customers on an ongoing basis. Companies will be able to identify additional products and services that may be a good cross-sell or up-sell opportunity, assign status and escalations based on the customer's needs, and most importantly determine which customers are most profitable.
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e-Marketing
E-marketing modules allow organizations to deliver highly personalized Web offers and dynamic Web surveys that are fully synchronized with marketing efforts in traditional channels.
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e-Catalog
E-Catalogs enable companies to create hierarchical product catalogs and publish them to the Web.
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e-Collaboration
E-Collaboration modules reduce call volume and improve service profitability by offering users the assistance they need at precisely the moment they need it--while on the Web site.
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e-Personalization
E-Personalization provides customers with access to relevant information based on their profiles.
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e-Recommandation
Customers are guided through a questionnaire to the most suitable choice of products or services.
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Content Management
Content management applications are considered to be part of personalization service tools. In fact, any customization or recommendation to the user is based on suggestive content with regards to products and services best matching a customer's expectations.
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e-Profiling
Profiling or tracking is the collection and the processing of users' raw data, in order to build a user profile.
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CRM for Financial and Insurance Markets Features and Functions
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