E-crm
Summary
eCRM Electronic CRM concerns all forms of managing relationships with customers making use of Information Technology (IT).The concept of relationship marketing was first coined by Leonard Berry in 1983. He considered it to consist of attracting, maintaining and enhancing customer relationships within organizations. In the years that followed, companies were engaging more and more in a meaningful dialogue with individual customers. In doing so, new organizational forms as well as technologies were used, eventually resulting in what we know as Customer Relationship Management (CRM).The main difference between RM and CRM is that the first does not acknowledge the use of technology, where the latter uses Information Technology (IT) in implementing RM strategies.The exact meaning of CRM is still subject of heavy discussions.
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How Customer-Centric Marketing Creates Measurable Results…
As companies continue to battle for consumer attention, those that are succeeding do so by creating an unforgettable customer-centric experience – online and offline. Lately this has meant brands need to be able to provide a personalised experience for each one of their customers – an experience that takes into account individual needs, interests and behaviours.
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Ladbrokes bolsters eCRM to cope with diversifying platforms
Ladbrokes is looking to improve its digital capabilities with an eCRM push designed to cope with the complexity caused by the increasing range of online platforms through which customers interact with it.
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EDF unveils zoetrope campaign for Thank Yous push
EDF will drive traffic to the revamped website for its Thank Yous reward scheme with an integrated campaign launching tomorrow (12 May).
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EDF hires AKQA as lead digital agency
EDF Energy has appointed AKQA as its lead digital advertising agency.
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EVENT: How Customer-Centric Marketing Creates Measurable Results – Weds April 25th
Idio’s Content Marketing breakfasts are a monthly forum for networking, learning and discussion around eCRM and “content marketing” (ie using content to attract, engage, and retain customers).
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Rachel's to launch digital Kitchen Moments drive
Rachel's, the organic dairy brand, is ramping up its digital activity with the launch of a 'Kitchen Moments' digital and eCRM campaign, and new brand website.
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Chrysler re-launches with £10m Super Bowl campaign
Car brand Chrysler is kicking off a £10m campaign to re-launch the brand in the UK, starting with a TV ad breaking during this weekend's Super Bowl.
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Felix Velarde on eCRM
Felix Velarde is Founder and Managing Director of leading eCRM strategy company, Underwired, and he is also the Course Leader for eCRM at the Institute of Digital and Direct Marketing. We caught up with Felix recently after our January Brand Breakfast, at which he was a speaker. Here are the key points:.
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Dialogue Can Be Your Competitive Advantage
In the digital world, of agencies, briefs and strategies there is always much talk of ‘funnel optimization’, of maximizing the number of actions you’d like the user to take based upon the options that you lay before them. For the majority of websites, these funnels come down to ‘buy’ or ‘sign-up’.
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The Un-Customer Experience
Initially formed out of the innovators within the Customer Relationship Management industry, Customer Experience Management is a discipline which attempts to manage all customer touchpoints, and move the customer from a state of satisfaction, to loyalty, and eventually to advocacy. In the last 5 years it has become an increasingly important aspect of marketing, as companies differentiate not just on product and service, but on the overall experience they deliver.
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