How can eCRM Enhance Customer Retention (1)

1
How can eCRM Enhance Customer Retention?

• By SPEC INDIA

2
Customer Retention A Challenge, Why?

• Mounting Competition
• Steep variations in technological advancements
• Sustaining quality factor
• Maintaining measurements of a customers journey
• Availability of statistics displaying
• Customer reactions
• Pain areas
• Positive feedback

3
eCRM the Key to Maintain Customer Loyalty

• Electronic Customer Relationship Management
  (eCRM) solution is the right choice to perform
  customer feedback at the best
• A boon for enterprises to take full benefit and
  actually traverse a customers history
• An excellent technological move to retain and
  increase business and focus on key customer
  requirements

4
eCRM the Key to Maintain Customer Loyalty
(contd.)

• Ideal for B2B and B2C companies where the entire
  operation is Internet based
• Future term, secure and trust worthy
  relationships can be developed with eCRM
  implementation
• Assists in getting repeat business with utmost
  satisfaction and happiness

5
eCRM A Trending Paradigm in the Era of Customer
Relationship Management
6
Key eCRM Factors that Can Augment Customer
Relationship

• Customer Data Management
• Maintenance and management of the customer
  database and data warehousing
• high level data analysis and reports
• Better data warehouse, faster information
  retrieval, swifter decision making
• Customer Driven Approach
• A complete and focussed customer driven approach
• Customer centric thought process
• Thought of as a solution partner rather than just
  a single time provider.

7
Key eCRM Factors that Can Augment Customer
Relationship (contd.)

• Networking Setup
• Communication says it all
• Better the communication network and integration,
  smoother and larger is customer retention
• Training of Employees
• Training and educating the end users to their
  best
• They are the real customers, hence, if trained
  well, can give out extraordinary outputs
• Chances of a repeat success story with the
  existing service provider

8
Key eCRM Factors that Can Augment Customer
Relationship (contd.)

• Knowing the customer better
• Should be well versed with customers interest
  areas, involvement, behaviour, likes, dislikes
• Should be able to take a futuristic view of how
  the customer would react
• Steps on how to better the customer relationship
• A better customer relationship, A better business
  prospect

9
SPEC INDIAs Renaissance eCRM solution

• This CRM / SFA solution encompasses the
  enterprise workflow for a diversity of audiences
  like sales teams, service and maintenance teams,
  dealers and distribution channels
• Inclusive of dealers, it also possesses 3rd party
  legacy system integration
• Aims to change the companys ROI equation and
  achieve voluminous savings in administration of
  the sales teams
• Majorly contributive in enabling companies
  achieve ROI in just 4 months, for which proven
  statistics are available

10
Thank you
To know more about Renaissance Enterprise CRM
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