Week 4 Project

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Three Views of CRM

 

Let us understand the remaining three views of CRM:

Service and service ful�llment: Provides initiatives in the area of e-mail response management, telephony capabilities, computer-telephony integration, queue and work�ow management, interactive voice response, and predictive dialing.

Customer self-service: Provides customers with services that they can directly invoke such as Web self-service, search, interactive chat, e-mail, VoIP, browser and application sharing, conferencing, and call me capabilities. E-CRM is customer management for e-businesses that need to confront the complexity of managing sophisticated customers and business partners in various media.

E-commerce: Provides facilities such as shopping, marketplace, transaction, and payment processing. E-commerce capabilities can be some essential CRM projects for companies to pursue, depending on their readiness for handling transactions via multiple methods.

After companies implement a CRM system, they often feel the effects of what is called a CRM-induced culture change resulting from the in�uence of CRM on behavioral patterns across an organization.

After learning of all the enterprise integration applications that can be installed in an organization, let us now understand how an organization uses enterprise portals to access this Web-based information.