E marketing and customer relationship management-two sides of the same coin

E marketing strategy or plan, they normally include online selling, online promotions and advertising. However this could be a very narrow view or definition as applied to E marketing. Planning for Customer Relationship Management is as important as paying attention to online selling efforts. Now let us look at the Customer Relationship Management angle. Customers are won over not by the product and price alone but by the service and happy experience too. When you create an E Commerce platform and choose promote your products and services, paying attention to Customer Relationship Management becomes that much more important. Here I have discussed some of the strategies firms use to develop long term relationships with customers through the internet i.e social networking, customisation, online questionnaires, E-vouchers, online chat etc. Customer service is the key to maintaining long term online relationships. It is important to ensure that the customer receives excellent customer service prior to, during and after a sale (post-transactional strategy). The main focus of relationship marketing is to retain customers and make them frequent buyer. The existing customers are the main focus of relationship marketing. The concept of developing strategies through usage of the internet and other digital platform for customer relationship management is called as electronic customer relationship management. The activities likely to get covered in customer relationship management are: Website as a base for customer development, Customer contact integrity, Applying internet to upsell and cross-sell, Focus marketing, Online customer service etc. Organizations has to execute many strategies to implement e-CRM. With technology changing at a very fast rate businesses need to update their websites regularly and use advancements in technology to improve the online experience for people visiting their websites. If they choose not to, they are risking customers selecting competitors who do make the most of technological developments. Businesses also need to develop innovative strategy to persuade customers to select them over millions of other businesses on the internet. The internet is a huge market place and competition is fierce.