A high degree of persuasion with the customer-related dialogue mediated by electronic technology
strengthens customer relationship. From the customers’ point of view, it reduces searching cost and
time to fi nd what products or services might fulfi l the needs, how much they will cost or where they
can be obtained.
■Responsive e-CRM: The Internet-enabled e-CRM has developed computer software that can track
and record every point of contact that the customer has with the organization across every depart-
ment. This is issued to identify the most lucrative customers and devise the best way of serving
them in order to retain them. Retention of customers is possible if the after-sales services such as
complaint handling, repair and ...
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