StudentShare solutions
Triangle menu

E-CRM Platform Design and Implementation - Coursework Example

Nobody downloaded yet

Extract of sample
E-CRM Platform Design and Implementation

In many parts of the globe, use of internet or web-based sites to purchase or sell products or services is gaining momentum. For instance, there are many online retail businesses such as e-bookselling, e-tourism, e-fashion sale, and even e-transport. As the issue of online retailing becomes live in the 21st century, there is another issue of electronic customer relationship management (e-CRM) that key stakeholders have to grapple with. As a result, there is popular view that success of online retailing will result from effective establishment and implementation of e-CRM platform tools (Reponen 2003). Online retail industry Online retailing is a sector that many predictions points to its robust growth. The growth is associated with increasing use of computers in many aspects of the economy and the increasing social networking that is web-based. Heinemann and Schwarzl (2010) observe that the increasing utilization of the internet by many people across the world as an information portal and the subsequent movement of people to social relationships using the Web are likely to see growth of online retail. At the same time, in 2003, research by Forrester Research Group ascertained that, online retail was to grow from $95.7 million in 2003 to $229.9 billion by the year 2008 (Krishnamurthy, 2006). Further, online retail was to account for 10% of total USA retail sales by 2008, with recent figures indicating this figures have increased (Krishnamurthy 2006). As a result, e-CRM in online retailing has become an issue that stakeholders with future sustainability growth strategy cannot ignore or undervalue. As competition in online retail sector increase due to promising prospects and little start-up capital, the need for effective and functional e-CRM platforms and tools is important for stakeholders keen to build long-term growth strategy in the sector. Stakeholders in online retailing have to effectively serve the huge promising market base and it is from this, electronic CRM constitute an area companies in the sector need to invest heavily. In this sphere, there is need for stakeholders to initiate longer attention to its visitors and subsequently establish and foster positive relationship, which is likely to impact growth and revenues in the sector. Dissatisfaction in online retailing by customers has been identified to exist despite growth being witnessed (Krishnamurthy, 2006). Due to this, it has been established that some customers have being switching to other channels while others have drastically reduced their purchasing experiences online (Krishnamurthy, 2006). Dissatisfaction among customers has been associated with lack of transaction completion and the slow pace of companies to rectify this. More so, attention to customers and visitors is perceived to lack vigor and this has led to untimely meeting of customer needs, response to queries is poor and the larger feedback process is poorly managed. What online retail companies need to know is that customer retention and loyalty is paramount (Lee-Kelley, Gilbert and Mannicom, 2003), where the two aspects have been associated with influencing company revenues positively (Krishnamurthy, 2006). Customer loyalty arises from the aspect of customer experiencing value for the product or service consumed and satisfaction derived thereafter (Lee-Kelley, ...Show more
Cite this document
  • APA
  • MLA
(“E-CRM Platform Design and Implementation Coursework”, n.d.)
Retrieved from
(E-CRM Platform Design and Implementation Coursework)
“E-CRM Platform Design and Implementation Coursework”, n.d.
  • Cited: 0 times


Running head: The E-CRM Platform Design and Implementation The e-CRM platform design and implementation Insert Name Insert Insert 25 September 2011 The e-CRM platform design and implementation Introduction The modern world is being characterized by use of computers to accomplish many functions and activities humans in different regions need to perform…
E-CRM Platform Design and Implementation
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the coursework on your topic
"E-CRM Platform Design and Implementation"
with a personal 20% discount.
Grab the best paper

Check these samples - they also fit your topic

Database Design and Implementation
The report starts with the detailed analysis of the requirement, suitable solution for the design and all the assumptions made while designing the model. The ER diagram which visualises the overall operation of ARO is also presented along with a detailed Data dictionary for all the entities defined in the model.
13 pages (3250 words) Coursework
Advantages of e-CRM systems
Create a basic overview of the advantages of an e-CRM system and why Our Town photography would benefit from such a system. Today’s customers are inundated with marketing messages, up to 3,000 such messages per day, which makes it difficult for companies to effectively communicate to their customers.Whereas traditional marketing communications disrupted customer’s activities, Godin advocated for permission marketing.
3 pages (750 words) Coursework
Being Digital - Social Networking Platform
Internet technologies have achieved more milestones that before, which have paved for the introduction of new technologies such as Web 2.0. Successful social media refine their objectives, focus on the target audience, apply a strategy, implement the media using specific tools and hardware, and sustained their media through refinement.
4 pages (1000 words) Coursework
Master Project Specification
eptance of IT enabled Processes – Ethical Issue 12 6.2 Ownership of IT Projects – Legal Issue 12 6.3 Implementation Approach – Professional Issue 13 7.Facilities and Resources 13 7.1 System requirements 14 7.2 Architectural resources 14 7.2.1 The access layer 14 7.2.2 E-government layer 15 7.2.3 Technical resources 15 7.2.4 E-business layer 15 7.2.5 Infrastructure layer 16 7.3 Other Resources 17 8.Project Plan 19 8.1 Gantt chart used on e-government service implementation scheduling 20 9.Risk Management 23 References 25 1.
4 pages (1000 words) Coursework
Admissions Process at the University of Reading based in Microsoft Dynamics CRM approach
Admissions Process at the University of Reading based in Microsoft Dynamics CRM approach. As noted in the Browne report having independent platforms for every function or for every department can be cumbersome. It greatly inconveniences the users who at times have to serve in all schools or faculties.
7 pages (1750 words) Coursework
Ictbuild Ltd. is a producer of software systems for construction companies. They have different clients with different needs and they are doing their best to provide products and services (including the hardware and software) that suits their clients need
12 pages (3000 words) Coursework
Customer Relationship Management (CRM) Systems
CRMs create focus on businesses and customers. The main intent and purpose is to find new clients, retain the existing clients and regain former clients. All types of CRM systems aim for a common goal of making
1 pages (250 words) Coursework
Being Digital - Social Networking Platform
Successful social media refine their objectives, focus on the target audience, apply a strategy, implement the media using specific tools and hardware, and sustained
4 pages (1000 words) Coursework
Write a report to your Departmental Manager on the Implementation of Effective Job Design within the Organisation
Organization’s structure is characterized by the task and authority relationships. Jobs are the main pillar of this structure .The process of job design emphasizes the design or redesign of jobs to include aspects which lead to the accomplishment of both worker and
3 pages (750 words) Coursework
Admissions Process at the University of Readin based in Microsof Dynamics CRM approach
Besides the day to day operations, UOR has in the past dealt with a disintegrated admissions process that heightened the chances of duplication and which seemed to duplicate the roles of the interacting
9 pages (2250 words) Coursework
Comments (0)
Click to create a comment
Let us find you another Coursework on topic E-CRM Platform Design and Implementation for FREE!
Contact us:
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us