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Customer Relationship Management (CRM) has its roots in managing the selling process especially the touch points or points of contact with the customer. It results in Sales Force Automation & Customer Service & Support to try and focus time and effort in meeting specific customer needs better. With time this gave birth to the technology solution termed CRM. CRM was slated to panacea for all ills in the corporate world. The expectations for it were set sky-high. The popularity of CRM waned with the realization that it would not be a wonder drug for everything. Technology is simply an enabler to reach out to customers but corporate leaders can build great employees there has to be a mutual win-win. One can make profits only if customers and employees make profits out of them. Good business is always about keeping customers and employees happy. One of the major Indian industry which follows the principle of CRM by having a direct interaction with customers is E-business. E-business is the transaction of business over an electronic medium like the internet by any organization be it commercial, non-profit, educational or government. It combines the resources of traditional information systems with the vast reach of electronic medium such as World Wide Web, intranet and extranet. It connects important business system with the customers` employees and suppliers. The key to becoming an E-business is building a transaction based website in which all core business processes are put online to improve service, cut costs and sell products. E-business means an undertaking of a business transaction using computers connected through a network. The transaction includes selecting goods, ordering invoice and payment. It also includes agreement of contracts, arrangement of delivery, declaration of tax and after sales service. Organizations are struggling to maintain their relationship with large number of diverse customers and business partners, Thus most companies get involved with EDI (Electronics Data Interchange). EDI becomes a fact of business life. The company will implement the basic EDI documents. These may be purchase orders and invoices or customers schedules. Each customer wants a different standard and the company reacts to demands by adding the required documents. E-business is more about business and less about technology. Companies have realized that the web is an ideal platform for building highly efficient relationships with suppliers and distribution channel partners. Customer is the king. Where customers are concerned the internet changes many things-how a company communicates with consumers, services and products it offers. Price etc. it can also alter company`s customer base. Thus it easy to reach more customers-for instance an insure consolidating its position among local customers. It also helps in reaching overseas consumers. Previously uneconomical customers could be reached directly. By focusing on the Customer Experience, companies understand their customers needs more intimately, delivery value beyond what`s expected, and generated preference in the mind of the consumer. Businesses today are selecting enterprise applications including customer relationship management systems based on how well the system fulfills the functional needs of businesses. The highest goal of this is, making the organization in keeping customers happy, discovering and solving problems as they come up. Attracting the right customers with the right offer at the right timer is critical to corporate survival. On this background, it is felt that a need of book, which has focused a number of potential problems and pitfalls that could be encountered by setting out to create a CRM in globalize business scenario. Therefore, it is realized to provide more insights to the concept and applicability of CRM in a form book. It combats more details in Quantitative and Qualitative form in service and non-service sectors. Beside, the Book is a model platform in respect of ideas, which is contributed by many experts from all over the nation. It is rightly to remark here, that the Book is to provide useful insights to the consumers, sellers, policy makers, government, industrialist and to research scholars, consumer council, academicians in the field of behavioral sciences and consumer studies. ISBN 9788183874335
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Pages : 338
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