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The eCRM or electronic customer relationship management 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 ).
The concept of customer relationship management started in the early 1970s, when customer satisfaction was evaluated using annual surveys or by front-line asking. [6] At that time, businesses had to rely on standalone mainframe systems to automate sales, but the extent of technology allowed them to categorize customers in spreadsheets and lists.
Christian Homburg (born 1962 in Gomadingen, Baden-Württemberg, West Germany) is a German marketing researcher, director of the IMU – Institute for Market-oriented Management and chaired professor for Marketing at the University of Mannheim. His special subjects are market-oriented management, customer relationship management and sales ...
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Customer self-service: Help them create a customer service FAQ in wiki or blog format. Create a blog where technical support staff and customers can communicate directly. Product co-development: Create a blog where product developers and consumers can communicate directly.
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