An Using E-CRM To Improve Market Value Companies

Ruri Koesliandana (EF Bandar Lampung)
Arnes Yuli Vandika (Bandar Lampung University)
Dina Ika Wahyuningsih (Bandar Lampung University)

International Multidiciplinary Conference on Social Sciences (IMCoSS)
Vol 1 (2015): 3rd IMCoSS 2015

E-Customer relationship management can help organizations manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in today’s competitive era, they adopted E-CRM as a core business strategy and invested heavily.E- CRM, an integration of information technology and relationship marketing, provides the infrastructure that facilitates long-term relationship building with customers at an enterprise-wide level. Successful E-CRM implementation is a complex, expensive and rarely technical projects. This paper presents the successful implementation of E-CRM from process perspective in a trans-national organization with operations in different segments. This study will aid in understanding transition, constraints and the implementation process of E-CRM in such organizations.