Oligopolistic Market Structures are the norm of
Modern Business World. Product Differentiations are
minimal. It becomes all the more difficult to retain
Customers. Customer Service is what can set apart a
Business from its competitors. How many times people
decide in favor of an Automobile Manufacturer on the
basis of After Sales Service and Sales Experience alone.
The answer is LOTS of time.
Customers interact with the Business at different
times for different requirements and with different
Customer interacts with Sales Staff before Sales,
with the Repair Center Staff for After Sales Repairs,
with Customer Support Staff for Product related issues,
with Accounts staff for Billing/Accounts related issues.
There are many interaction spread over time and for each
type of interaction the point of contact in the Company
is different. So at the time of buying the Car, Customer
needs to fill in his address; when he/she goes for the
first service they are required to rant their address
again; and the list goes on. At various points the
Customer needs to give out the same information. Not
only is it inconvenient for the Customer, the Company
loses out on important business intelligence. If the
Automobile Company's Sales team knew that its existing
Customer has a working wife who is contemplating to buy
a right car for herself, then if the Customer
Information is globally available within the
organization, the Sales Team has a very qualified Sales
This requirement leads to creation of Customer
Relationship Management Solutions (CRM). These Solutions
track the Customers' interactions (and their history)
with the Company. This leads to a more personalized
experience for the Customer and effective delivery of
Products and Services for the Company.
Customers are geographically spread out and so are
the Global Business Entities. Thus, CRM solutions need
to be delivered and accessed globally - What better
medium than the Internet!
e-CRM - CRM solutions deployed over the Internet for
a range of Businesses and Domains are available from