“eCRM is Customer Relationship Management on steroids,” says Lawrence Villegas, director of Digital CRM for Arc Worldwide Philippines. “It maximizes the use of digital tools to enable efficient and effective management of customer relationships.”
Keeping existing customers is easier and cheaper than winning new ones. This is the core foundation of CRM, a marketing program by which you communicate directly to your customer as an individual, and they respond to you directly.
Its purpose is to isolate your customer or prospect as an individual and build a continuing relationship for greater profit and benefit.
Digital technologies bring CRM to the next level because of its real-time interaction, quicker response and results, more measurable data, and more cost-effective methods.
What are these?
Take it or leave it but one of the most effective eCRM channel is still email because of its high level of personalization.
Then you have social media network websites such as Facebook and Twitter which generate conversation and immediate feedback.
And mobile with its contextual messages and relevance because of its geo location feature. Just imagine the capacity to broadcast your ongoing sale or promotion to your prospects within the vicinity of your store.
To summarize, Villegas outlines three steps to create an effective eCRM program.
- Collect and organize prospects or client information.
- Communicate accurately.
- Understand customer behavior in order to optimize.
Construct an eCRM program that’s best suited for your business. Learn about business models, CRM tools and strategies, best practices, and more in the eCRM, Email, and Loyalty Strategies online course of the CDM Program.
Register at imadigitalmarketer.com or call 927-0096, 0928-506-5382.