Customer Relationship Management and Business Driven Technology

Adoption of strategies does not guarantee business survival in the world’s digital economies, but using the right business model in a particular market environment is the key. Customer relationship in business-to-business (B2B) e-commerce has changed paradigms from the 4Ps of marketing to relationship marketing. New customer relationship management (CRM) paradigms promote strategic alliance, social relations, database management, product development and brand loyalty. Focus is therefore shifting to business-to-customer (B2C) strategies and customer-to-customer (C2C) relationships in the global e-CRM market, highlighting the crucial importance of gathering data from social media platforms, company websites, keyword searches, and other channels (e.g., sales representatives, distributors, and call centres).

This book examined value imperatives that can transform businesses of all sizes, from large corporations to small- and medium-sized enterprises. CRM systems and/or solutions are not only applicable in the technology or e-commerce sectors, but in all types of industries and business sectors. CRM applications are designed to (a) boost logistics (b) foster long-term relationship with customers (c) harmonize communication channels (iv) strengthen brand image, cost, and capital structures, and (vi) facilitate value-added transactions. In this well researched masterpiece, you'll find detailed explanations on how business managers can leverage relationship marketing and e-CRM to foster win-win relationships across the value chain and create sustainable competitive advantage. You’ll also learn more about:

• The source and value of information gathered from CRM technology.
• Step-by-step solutions on how to identify and address CRM challenges.
• Building strategic business models that revolve around e-CRM.
• Increasing productivity and profitability via relationship marketing and electronic commerce, with focus on value addition, customer interaction, customer/market segment profiling, data processing, trust, cost/risk control, and virtual communities.
• How CRM technology and IT related technologies work to correctly analyse and competently control people, process and technology for sustainable profits.