Electronic Customer Relationship Management (e-CRM)

This study observes an approach which is known as explorative because it aims to evaluate and examine online media as a tool for e-CRM. In addition, this involves the approach known as iterative also depends on the data, which is qualitative in congestion with observational information. This study builds on the existing literature and theories within customer relationship marketing (CRM). The subfield to CRM, called e-CRM, is further studied the phenomenon of online marketing and online CRM (customer relationship management) in a banking business context. The study builds upon empirical studies of two banks using online banking on a daily basis. The empirical material was collected through face-to-face interviews in order to gain knowledge and understanding of how corporations use e-CRM. Moreover, observations were conducted in order to gain a deeper understanding of how differently e-CRM was used by the two banks, and to see how customers reacted to their initiatives. e-CRM is a new way to interact, it involves rapid interactions that are spread faster and can be visible to anyone using the Internet.

Autorentext

Phool Shahzadi é bolseira de doutoramento e medalha de prata da Universidade de Minhaj em M.Sc.e M.Phil em Química. A jovem cientista trabalha como oficial científica no Complexo de Laboratórios P.C.S.I.R de Lahore desde 2009. Tem mais de onze publicações, três livros internacionais, um capítulo completo e registou três patentes.