1.  Materi :  Understanding e-CRM Concept and Application  Buku Wajib & Sumber Materi :  Turban, Efraim, David King, Jae Lee and Dennis Viehland (2004). Electronic Commerce. A Managerial Perspective, 2004. Prentice Hall. Bab 4 Pertemuan 04

2.  Extent of service  Customer acquisition (prepurchase support)  Customer support during purchase  Customer fulfillment (purchase dispatch)  Customer continuance support (postpurchase) CRM and Its Relationship with EC

3.  Benefits of CRM  Provides:  choices of products and services  fast problem resolution and response  easy and quick access to information  Limitations of CRM  Requires integration with a company’s other information systems which is costly  Difficult to support mobile employees CRM and Its Relationship with EC

4.  Web-related metrics a company uses to determine the appropriate level of customer support:  Response time  Site availability  Download time  Timeliness  Security and privacy  On-time order fulfillment  Return policy  Navigability CRM and Its Relationship with EC

5.  CRM applications improve upon traditional customer service by means of easier communications and speedier resolution of customer problems  Customer service adds value to products and services  It is an integral part of a successful business CRM Applications and Tools: Delivering Customer Service in Cyberspace

6.  Classifications of CRM applications  Customer-facing applications  Customer-touching applications  Customer-centric intelligence applications  Online networking and other applications CRM Applications and Tools

7.  Customer-facing applications Customer interaction center (CIC): A comprehensive service entity in which EC vendors address customer service issues communicated through various contact channels  Intelligent agents in customer service and call centers CRM Applications and Tools

10.  Autoresponders: Automated e-mail reply systems (text files returned via e-mail), which provide answers to commonly asked questions  Sales force automation (SFA): Software that automates the tasks performed by sales people in the field, such as data collection and its transmission CRM Applications and Tools

11.  Customer-touching applications  Personalized Web Pages  E-Commerce Applications  Campaign Management CRM Applications and Tools

12.  Web Self-Service Activities conducted by users on the Web to provide answers to their questions (e.g., tracking) or for product configuration  Self-tracking  Self-configuration and customization CRM Applications and Tools

13.  Customer-centric applications  Data reports  Data warehouse A single, server-based data repository that allows centralized analysis, security, and control over the data CRM Applications and Tools

14.  Data analysis and mining  Analytic applications automate the processing and analysis of CRM data can be used to analyze the performance, efficiency, and effectiveness of an operation’s CRM applications  Data mining involves sifting through an immense amount of data to discover previously unknown patterns CRM Applications and Tools

15.  Online networking and other applications  Forums  Chat rooms  Usenet groups  E-mail newsletters  Discussion lists CRM Applications and Tools

16.  Mobile CRM the delivery of CRM applications to any user, whenever and wherever needed  Voice communication people are more comfortable talking with a person, even a virtual one, than they are interacting with machines. The smile and the clear pronunciation of the agent’s voice increases shoppers’ confidence and trust CRM Applications and Tools