Study on the Value and Utility of E-CRM

E-CRM is a Web-based customer relationship management system with the development of e-commerce. It has many advantages including improving channel efficiency, reducing operating costs, optimizing decision support, and integrating system functions and so on. In the context of electronic commerce, the client values of E-CRM include customer purchase value, customer information value, customer knowledge value, customer word of mouth value, customer focus value, and customer image value. Through the implementation of E-CRM, business not only can improve the level of customer data integration, data sharing and effective use, but also can more easily interact with customers to communicate and meet customers' personalized demands so that make potential customers values maximize, ultimately realize the maximum of the enterprise interests.