Problem solve Get help with specific problems with your technologies, process and projects.

Taking CRM to eCRM

How can the transition of CRM to eCRM take place?
The transition from CRM to eCRM begins with the desire to interact more directly and personally with customers, prospects, and partners. This might lead to initiatives that include Web self-service, instant messaging based support, Web based order-entry, and PDA supported Web content.

The common thread in these scenarios is the use of technology to facilitate simple, effective, and direct interactions with your target audience. Or, put differently, technology is used to eliminate the organizational barriers between your firm and its customers, prospects, and partners.

So, the transition to eCRM begins by thinking about how to best serve your customers, rather than providing information about the customer to the organization. This, incidentally, is good advice to both CRM & eCRM camps because all CRM and eCRM projects are ultimately measured by the impact they have on the firm's ability to attract and retain customers.
This was last published in March 2002

Dig Deeper on CRM strategy

Have a question for an expert?

Please add a title for your question

Get answers from a TechTarget expert on whatever's puzzling you.

You will be able to add details on the next page.

Start the conversation

Send me notifications when other members comment.

By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

Please create a username to comment.