An Assignment on E-Commerce Issues

AN ASSIGNMENT ON E-COMMERCE ISSUES

CONTENTS

INTRODUCTION        

BENEFITS OF ECRM        

PRE-IMPLEMENTATION ISSUES        

Develop customer dependent strategies for business        

Changing tools of business        

Re-engineering the work process        

Technological choices        

Training and preparation        

MAJOR ECRM PITFALLS AND WAYS TO AVOID THEM        

CONCLUSION        

REFERENCES        

INTRODUCTION

Electronic Customer Relationship Management (ECRM) is the latest ideal model of Customer Relationship Management in the world. The established web-based companies are no longer able to develop their systems in the ancient form of customer relations, changing times need ECRM as most of the business is becoming web based. The older companies have started accepting the form of e-commerce and hence it also has to convert its CRM to ECRM. There are a number of issues that arises during the development of an ECRM or the conversion of a CRM into ECRM. Though they are not any major issues but the company has to consider every aspect of growth in their business (Battenberg & Versendaal, 2007).

All organizations who are involved in online business to business or business to consumer processes have to develop a reliable ECRM. It is generally believed that an ECRM gives the advantage of keeping the most economically valuable customers and removal of the less profitable clients. ECRM is a yet developing concept in the field of computers and a lot of developments is yet to be brought about in the field. The main reason of the demand of ECRM is the convenience of shopping while sitting in your homes and investing the time on something important. Another important issue that arises from this convenience is that the people who expect the type of customer relations while going for shopping to a real store don’t expect any form of high level service in e-commerce and hence they are 60% less likely to visit the store again. Hence this attitude of the customers are needed to be altered if the e-commerce section has to rise their business opportunity in e-commerce sector. Therefore the further development of ECRM is very important issue. This gap if filled can stir up a huge profit margin for the e-commerce companies (Busaidi, 2013). ECRM will be the tool to implement this strategy of bringing back the customers lost and provide a competitive edge over the other companies involved in e-commerce business.

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