Definition Of E-crm :

The e-CRM or electronic customer relationship management encompasses all the CRM
functions with the use of the Electronic customer relationship management (E-CRM) is the
application of Internet-based technologies such as emails, websites, chat rooms, forums and
other channels to achieve CRM objectives. It is a well-structured and coordinated process of
CRM that automates the processes in marketing, sales and customer service.

The benefits of E-CRM:

Improved customer relations, service and support

Matching the customers' behavior with suitable offers

Increased customer satisfaction and loyalty

Greater efficiency and cost reduction

Increased business revenue

Improve customer service and satisfaction through Ecrm: eCRM generally

includes an electronic sales platformfor some customers, sales is their only contact with the
companyas well as gathers and co-ordinates customer information.

Information can be used for several purposes:

Customer service: Whichever medium the customer uses, sales and service personnel
can quickly identify the individual's essential background information such as location,
recent purchases, account history, and payment status.

Self-service: Customers can access Web-based or telephone-based electronic systems to

track their own orders,

Customer analysis: Retailers use customer information and buying data to guide
purchasing and marketing as well as to improve service efforts.

features:

Customer management: Provides access to all customer information including

enquiry status and Correspondence
 Knowledge management: A centralized knowledge base that handles and shares
customer Information

Account management: Access to customer information and history, allowing sales

teams and customer service teams to function efficiently

Case management: Captures enquiries, escalates priority cases and notifies

management of unresolved issues

Back-end integration: Blends with other systems such as billing, inventory and
logistics through relevant customer contact points such as websites and call centers

Reporting and analysis: Report generation on customer behavior and business

criteria

Implementation of an E-CRM System: When approaching the development and

implementation of E-CRM there are important considerations to keep in mind:

o Define customer relationships:

Generate a list of key aspects of your customser relationships and the importance of these
relationships to your business.

o Develop a plan:

Create a broad Relationship Management program that can be customized to smaller

customer segments. A suitable software solution will help deliver this goal.

o Focus on customers:
 The focus should be on the customer, not the technology. Any technology should have
specific benefits in making customers lives easier by improving support, lowering their
administrative costs, or giving them reasons to shift more business to your company.

o Save money:

Focus on aspects of your business that can contribute to the bottom line. Whether it is
through cutting costs or increasing revenue, every capability you implement should have
a direct measurable impact on the bottom line.

o Service and support:

By tracking and measuring the dimensions of the relationship, organizations can identify
their strengths and weaknesses in the relationship management program and
continually fine tune it based on ongoing feedback from customers.

Working of E-CRM:

In todays world, customers interact with an organisation via multiple communication

channelsthe World Wide Web, call centres, field salespeople, dealers and partner
networks. Many organisations also have multiple lines of business that interact with the
same customers.

E-CRM systems enable customers to do business with the organisation the way the
customer wants any time, via any channel, in any language or currencyand to make
customers feel that they are dealing with a single, unified organisation that recognises
them every step of the way.

Business Benefits of E-CRM:

Implementation of an E-CRM system enables an organisation to streamline processes and

provide sales, marketing and service personnel with better, more complete customer information.
The result is that E-CRM allows organisations to build more profitable customer relationships
and decrease operating costs.

Direct benefits of an E-CRM system include:

 o Service level improvements

o Revenue growth

o Productivity

o Customer satisfaction

o Automation

Across every sector and industry, effective CRM is a

strategic imperative for corporate growth and survival:

1.Sales organizations can shorten the sales cycle and increase key sales-performance metrics
such as revenue per sales representative, average order size and revenue per customer.

2.Marketing organizations can increase campaign response rates and marketing driven revenue
while simultaneously decreasing lead generation and customer acquisition costs.

3.Customer service organizations can increase service agent productivity and customer retention
while decreasing service costs, response times and request-resolution times.

E-BANKING
e-banking or virtual banking , is an electronic payment system that enables
customers of a bank or other financial institution to conduct a range of financial transactions through the
financial institution's website.

To access a financial institution's online banking facility, would need to register with the institution for the
service, and set up a password and other credentials for customer verification. The credentials for online
banking is normally not the same as for telephone on mobile banking .
Financial institutions now routinely allocate customers numbers, whether or not customers have indicated
an intention to access their online banking facility.
The customer visits the financial institution's secure website , and enters the online banking facility using
the customer number and credentials previously set up. The types of financial transactions which a
customer may transact through online banking are determined by the
financial institution, but usually includes obtaining account balances, a list of the recent transactions,
electronic bill payments and funds transfers between a customer's or another's
accounts .Most banks also enable a customer to download copies of bank statements, which can be
printed at the customer's premises (some banks charge a fee for mailing hard copies of bank statements).
Some banks also enable customers to download transactions directly into the customer's accounting
software. The facility may also enable the customer to order a
cheque book, statements, report loss of credit cards, stop payment on a cheque,
advise change of address and other routine actions.

FEATURES:
1. A bank customer can perform non transactional tasks through online banking, include-
Viewing account balance
Viewing recent transactions
Download bank statement
Viewing images of paid cheque
Ordering cheque books
Download periodic account statements
Download application for M-banking, E-banking etc.
2. Bank customers can transact banking tasks through online banking include-
Funds transfers between the customers linked account
Paying third parties bill, including all bill payment and third party fund transfers
Investment purchase or sale
Loan applications and transaction, such as repayments of enrollments
Credits card applications
Register utility billers and make bill payments
Financial utility billers and make bill payments
3. Financial institutions administration
4. Management of multiple users having varying level of authority
5. Transaction approval process: some financial institution offers special internet banking services
6. Personal financial management support such as importing data into personal accounting software.

ADVANTAGES:
There are some advantages on using e-banking both for banks and customers:
Permanent access to the bank:
Lower transaction costs / general cost reductions
Access anywhere
Less time consuming
Very safe and secure method

There are many advantages of online banking. It is convenient, it isn't bound by operational timings,
there are no geographical barriers and the services can be offered at a miniscule cost."
 Through Internet banking, you can check your transactions at any time of the day, and as many times as
you want to. Where in a traditional method, you get quarterly statements from the bank. If the fund
transfer has to be made outstation, where the bank does not have a branch, the bank would demand
outstation charges.

Mobile marketing :
Mobile marketing encompasses all those activities which connect advertisers to
consumers through mobile devices and networks. Mobile devices include phones,
pdas, media devices, portable gaming consoles, tablet computersand, of course,
those devices which function as all of the above. Some mobile devices may only be
open to a few advertising channels (for example, a basic cell phone can receive text
messages); while other devices support many additional possibilities, including
mobile Internet access, video messaging, and the ability to actively initiate and
interact with advertising (for example, by scanning a QR code).

Mobile marketing methods:

. Short Message Service (SMS)
. Multimedia Message Service (MMS)
. Quick Response (QR) Codes
. Location-based Services (LBS)
. Push notifications
. Mobile advergaming

As mobile devices become increasingly common, more companies are engaging in

mobile marketing. The Mobile Marketing Association, a global trade association that
promotes mobile marketing, represents more than 700 members, including service
providers, advertisers, and brands from a variety of industries.
Some examples of companies and industries active in mobile marketing include:
Google, Yahoo, and other internet-based companies
Technology companies such as Microsoft and Appleindeed, Apples iProducts have
been directly responsible for much of todays mobile computing environment
News media companies, including CBS, the New York Times, and the Washington
Post
Sports media companies, including ESPN
Retailers, including Best Buy and Target (at Best Buy, you can walk down the aisles
scanning QR codes to access online information as you shop)
Brands, including Proctor & Gamble and Coca-Cola

Developing mobile marketing campaign :

When developing a mobile marketing campaign, marketers should develop multiple
channels, while keeping their message consistent throughout (See also Integrated
Marketing). The easiest channel to start with is short message service (SMS)
basically, texting customers. SMSand its souped-up companion, multimedia
message service (MMS)is an opt-in service, so companies already know their
marketing messages are viewed by a receptive audience.
About 98 percent of all SMS messages are read (95 percent within 15 minutes), so
this is a very receptive market. But SMS messages must be extremely targeted and
brief to meet text size limits (usually 160 characters).
Copy must communicate:
. What is the product/service?
. What is the benefit for the consumer?
. How does the customer take action?

In order to keep an audience receptive, businesses typically make the message

interactive. For example, you can take a poll on upcoming products or offers, to find
out what the customer is most interested inand customers like providing
feedback. Also, keep track of your opt-out rates: opt-outs may be a signal that
youre messaging too often (or conversely, an absence of opt-outs is a signal that
you can increase your message frequency). Start with two to four messages each
month, and then adjust according to customer response.
Outside of SMS messages, mobile marketing has also begun to incorporate newer
technoloqies. QR codes (an example of which is featured to your right) are symbols
that can be scanned by mobile devices to take them to specific content. Such
content can be primarily informational (perhaps describing the features of the
product), but can also include a persuasive call to action. Remember, if the
customer has scanned the QR code, he or she is already interested in the product.
Facts about mobile phone user:
. 74.1% use text messaging
. 50.2% download apps
. 49% use a web browser
. 36% access social networking
. 33.1% play games
. 25.8% listen to music on phone

MOBILE ADVERTISEMENT:
Mobile advertising is the communication of products or services to mobile
device and smart phone consumers. The mobile advertising spectrum ranges
from short message service (SMS) text to interactive advertisements.
Mobile advertising is a subset of mobile marketing.
Mobile advertising targets users according to specified demographics. Mobile
networks identify related mobile profiles and preferences and displays
corresponding advertisements when consumers download and uses data
services like games, applications (apps) or ring tones.
The Mobile Marketing Association (MMA) is a non-profit global trade
association that fosters mobile marketing and advertising technologies. It
regulates associated terms, specifications and best practices. MMA also
oversees global mobile advertising units in messaging, applications, video,
television and also on the Web.

Mobile advertising can be done in the following ways:

Mobile Web: Text tagline ads, mobile Web banner ads, WAP 1.0 banner ads,
rich media mobile ads
Multimedia Messaging Service: Short text ads, long text ads, banner ads,
rectangle ads, audio ads, video ads, full ads
Mobile Video and TV Advertising Units: Ad breaks, linear ad breaks,
nonlinear ad breaks, interactive mobile video and TV ads
Mobile Applications: In-app display advertising units, integrated ads,
branded mobile applications, sponsored mobile applications

Mobile advertisement services:

1.Admod is the biggest ad provider for mobile phones and is owned by

Google. Their ads have served over 250 million impressions on iPhone, iPad,
Android, Flash Lite, WebOS, and mobile websites. In addition to advertising,
AdMob also offers analytics (beta) and Adwhirl, a service where you can
combine AdMob ads, in-house ads, and ads from other providers in your
mobile apps or websites. AdMob generally has a high fill rate and on most
platforms AdMob ads appear as a horizontal bar on the top or bottom of the
screen, taking up relatively low screen real estate. AdMob has an example
banner ad to demonstrate the aesthetic feel of their ads.

2.Apple Ads are a new service released with iOS 4.0 that allow developers
to put ads managed by Apple in their iPhone and iPad applications. Because
iAds are supplied and managed directly by Apple, payment is made in the
same way as application sales. Ads are managed through iTunes Connect.
iAds typically have a lower fill rate but higher pay-per-click rate than other ad
providers. iAds also generally display the same ad for a longer period of time.
Just like AdMob, iAds appear as a bar on the screen, but when clicked
through they show an in-app ad experience rather than simply leaving the
application. The iAd in-app experience is built with HTML 5.
3. Google's Ad network offers a platform for mobile app and mobile web
advertisements. Google Mobile Ads has a very similar interface to AdMob,
with a bar placed either on your site or app.

e-GREEN MARKETING
Green marketing is the marketing of products that are presumed to e environmentally preferable
to others. Thus green marketing incorporates a broad range of activities, includes product
modification, changes to the production process, sustainable packaging, as well as modifying
advertisement. Other similar term used are environmental marketing and ecological marketing.

A GREEN MARKETNG MIX:

 Product: a producer should offer ecological product which not only must not contaminate
the environment but should protect it and even liquidate existing environmental
damages.
Price: prices for such product may be little higher than conventional alternatives. But
target group like LOHAS are willing to pay extra for green products.
Place: A distribution logistics is a crucial importance.
Promotion: a communication with the market should put stress on environmental aspects.
Public: external and internal group involves in the program
Partnership: association with other group and initiatives to team up strengthens the
chance of efficiency
Policy:
Purse strings:

MOBILE e-commerce:

Mobile e-commerce (m-commerce) is a term that describes online sales

transactions that use wireless electronic devices such as hand-held
computers, mobile phones or laptops. These wireless devices interact with
computer networks that have the ability to conduct online merchandise
purchases. Any type of cash exchange is referred to as an e-commerce
transaction. Mobile e-commerce is just one of the many subsets of electronic
commerce.
Mobile e-commerce may also be known as mobile commerce. E-commerce
(electronic commerce or EC) is the buying and selling of goods and services,
or the transmitting of funds or data, over an electronic network, primarily the
internet. These business transactions occur either as business-to-business,
business-to-consumer, consumer-to-consumer or consumer-to-business. The
terms e-commerce and e-business are often used interchangeably. The term
e-tail is also sometimes used in reference to transactional processes for
online shopping.

E-commerce applications
E-commerce is conducted using a variety of applications, such as email
online catalogs and shopping carts, EDI, File Transfer Protocol, and
web services. This includes business-to-business activities and outreach such
as using email for unsolicited ads (usually viewed as spam) to consumers
and other business prospects, as well as to send out e-newsletters to
subscribers. More companies now try to entice consumers directly online,
using tools such as digital coupons, social media marketing and targeted
advertisements.
The benefits of e-commerce include its around-the-clock availability, the
speed of access, the wide availability of goods and services for the
consumer, easy accessibility, and international reach. Its perceived
downsides include sometimes-limited customer service, consumers not being
able to see or touch a product prior to purchase, and the necessitated wait
time for product shipping.The e-commerce market continues to grow: Online
sales accounted for more than a third of total U.S. retail sales growth in
2015, according to data from the U.S. Commerce Department. Web sales
totalled $341.7 billion in 2015, a 14.6% increase over 2014. E-commerce
conducted using mobile devices and social media is on the rise as well:
Internet Retailer reported that mobile accounted for 30% of all U.S. e-
commerce activities in 2015. And according to Invest, 5% of all online
spending was via social commerce in 2015, with Facebook , Pinterest and
Twitter providing the most referrals. The rise of e-commerce forces IT
personnel to move beyond infrastructure design and maintenance and
consider numerous customer-facing aspects such as consumer data
privacy and security. When developing IT systems and applications to
accommodate e-commerce activities, data governance related regulatory
compliance mandates, personally identifiable information privacy rules and
information protection protocols must be considered.
E commerce in India:

India had an internet user base of about 354 million as of June 2015 and is
expected to cross 500 million in 2016.Despite being the second-largest user
base in world, only behind China (650 million, 48% of population),
the penetration of e-commerce is low compared to markets like the United
States (266 million, 84%), or France (54 M, 81%), but is growing at an
unprecedented rate, adding around 6 million new entrants every month. The
industry consensus is that growth is at an inflection point.In India, cash on
delivery is the most preferred payment method, accumulating 75% of the e-
retail activities. Demand for international consumer products (including long-
tail items) is growing much faster than in-country supply from authorised
distributors and e-commerce offerings. In 2015, the largest e-commerce
companies in India were Flipkart, Snapdeal, Amazon India, and Paytm .

Paytm is an Indian e-commerce website headquartered in Noida, India. It

was launched in 2010 and adds to the industry of FinTech in India. It is owned
by One97 Communications. The firm started by offering mobile recharging,
adding bill payment and e-commerce, with products similar to businesses
such as Flipkart, Amazon.com, Snapdeal. In 2015, it further added booking
bus travel. Paytm also launched movie ticket booking by partnering
with Cinpolis in the year 2016. In 2015 Paytm received a license
from Reserve Bank of India for starting India's first payments bank. The bank
intends to use Paytms existing user base for offering new services, including
debit cards, savings accounts, online banking and transfers, to enable a
cashless economy. The payments bank would be a separate entity in which
the founder Vijay Shekhar Sharma will hold 51%, One97 Communications will
hold 39% and 10% will be held by a subsidiary of One97 and Sharma. Paytm
is also approved as an operating unit for Bharat Bill Payment System , as a
result of which users can pay their bills anytime and anywhere.

Snap deal is an B2C marketplace, based in New Delhi, India. The company
was started by Kunal Bahl, a Wharton graduate as part of the dual
degree M&T Engineering and Business program at Penn, and Rohit Bansal, an
alumnus of IIT Delhi in February 2010. Snapdeal currently has 275,000
sellers, over 30 million products and a reach of 6,000 towns and cities across
the country Investors in the company include SoftBank Corp, Ru-Net
Holdings, Tybourne Capital, PremjiInvest, Alibaba Group, Temasek
Holdings, Bessemer Ventur Partners, IndoUS Ventures, Kalaari Capital,
Saama Capital, Foxconn Technology Group, Blackrock, eBay, Nexus
Ventures, Intel Capital, Ontario Teachers' Pension Plan, Singapore-based
investment entity Brother Fortune Apparel and Ratan Tata. When Snapdeal
acquired FreeCharge in an equity deal, investors Sequoia Capital India,
Valiant Capital, Sofina, Ru-Net Holdings, and Tybourne Capital also became
shareholders in Snapdeal.

e-commerce:
Electronic commerce, commonly written as e-commerce or e-
Commerce, is the trading or facilitation of trading in products or services
using computer networks, such as the Internet or online social networks.
Electronic commerce draws on technologies such as mobile
commerce, electronic funds transfer, supply chain management, Internet
marketing, online transaction processing, electronic data
interchange (EDI), inventory management systems, and automated data
collection systems. Modern electronic commerce typically uses the World
Wide Web for at least one part of the transaction's life cycle although it may
also use other technologies such as e-mail.

e-commerce businesses may employ some or all of the following:

. Online shopping web sites for retail sales direct to consumers

. Providing or participating in online marketplaces, which process third-party
business-to-.consumer or consumer-to-consumer sales
. Business-to-business buying and selling
. Gathering and using demographic data through web contacts and social
media
. Business-to-business (B2B) electronic data interchange
. Marketing to prospective and established customers by e-mail or fax (for
example, with newsletters)
. Engaging in pretail for launching new products and services
. Online financial exchanges for currency exchanges or trading purposes