The Impact of Multichannel Customer Management on e-CRM

Abstract

One of the integral necessities of an acknowledged e-CRM resolution is the challenge of consolidating all pertained client information into a single aspect. To achieve this, it is essential to generate a multichannel for transferring legitimate data that can take information from any of the identified customer sources and merge this into multiple strata and colonize the single prospect. CRM can interact within a company in various ways and the internet does have the ability to create a flow in interactions and transactions. Besides, today the experience element plays a significant function in boosting a company's prospects. Moreover, the internet provides connectedness among customers' touch points. So, it is best to integrate Customer relationship management with the internet first to identify various multi-channels. A multichannel strategy is one that provides abundant customer touch-points and makes the web site more friendly for employees and customers. Multichannel consolidation is deemed as one of the most versatile procedures in CRM strategy enhancement. In this paper we aim at drawing a conceptual framework to illustrate, how to plan for sale and after sale service, recognize the problems; catch customer touch points and deliver the best experience for the customers. Eventually, using multichannel customer management, the company can consolidate the data and assess it more efficiently. Using questionnaires and 5-point liket scale, we assess the data.