1. What is e-CRM?
e-CRM or
Electronic CRM concept is derived from E-commerce. It also uses net
environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing
relationships with customers making use of Information Technology (IT). E-CRM
is enterprises using IT to integrate internal organization resources and
external marketing strategies to understand and fulfill their customers‘ CRM,needstheintegrated.
informationComparingfor wit eCRM intra-organizational collaboration can be more
efficient to communicate with customers.
2. What are the different levels of e-CRM?
Different levels of e-CRM
In defining the scope of e-CRM, three different
levels can be distinguished:
· Foundational
services:
This includes the
minimum necessary services such as web site effectiveness and responsiveness as
well as order fulfillment.
·
Customer-centered services:
These services include
order tracking, product configuration and customization as well as
security/trust.
· Value-added
services:
These are extra services such as online auctions and
online training and education.
3. What are the advantages of data mining?
Data
mining is seen as an increasingly important tool by modern business to
transform data into business
intelligence giving an informational advantage. It is
currently used in a wide range of profiling
practices, such as marketing,
surveillance, fraud detection, and scientific discovery.
The related terms data
dredging, data fishing and data snooping refer to the use of
data mining techniques to sample portions of the larger population data set
that are (or may be) too small for reliable statistical inferences to be made
about the validity of any patterns discovered. These techniques can, however,
be used in the creation of new hypotheses to test against the larger data
populations.
4. What is the process in data mining?
Data mining commonly involves four
classes of tasks:
§ Clustering –is
the task of discovering groups and structures in the data that are in some way
or another “similar”,withoutusing known structures in the data.
§ Classification –is
the task of generalizing known structure to apply to new data. For example,
an email program might attempt to classify an email as legitimate or spam.
Common algorithms include decision tree learning, nearest neighbor,
naive Bayesian classification, neural networks and
support vector machines.
§ Regression –Attempts
to find a function which models the data with the least error.
§ Association rule learning –Searches
for relationships between variables. For example a supermarket might
gather data on customer purchasing habits. Using association rule
learning, the supermarket can determine
which products are frequently bought together and use this information for
marketing purposes. This is sometimes referred to as market basket analysis.
5. What is meant by
data mining?
Data
mining, the extraction of hidden predictive information from large databases,
is a powerful new technology with great potential to help companies focus on
the most important information in their data warehouses. Data mining tools
predict future trends and behaviors, allowing businesses to make proactive,
knowledge-driven decisions. The automated, prospective analyses offered by data
mining move beyond the analyses of past events provided by retrospective tools
typical of decision support systems. Data mining tools can answer business
questions that traditionally were too time consuming to resolve. They scour
databases for hidden patterns, finding predictive information that experts may
miss because it lies outside their expectations.
6. How SAP support to CRM?
SAP CRM supports the
customer-related processes and deals with all customer-related activities
across all departments. It sources and gathers together all customer data in
the organization in order to facilitate better decisions. It enables company's
address their business needs adequately, manages to achieve the business
objectives and reaps the required return on investment.
7. What is data warehousing?
A data warehouse is a
relational database that is designed for query and analysis rather than for
transaction processing. It usually contains historical data derived from
transaction data, but it can include data from other sources. It separates
analysis workload from transaction workload and enables an organization to
consolidate data from several sources.
In addition to a
relational database, a data warehouse environment includes an extraction,
transportation, transformation, and loading (ETL) solution, an online
analytical processing (OLAP) engine, client analysis tools, and other
applications that manage the process of gathering data and delivering it to
business users.
8. What are the advantages of data warehousing?
When
data is taken from multiple sources and placed in a centralized location, an
organization can analyze it in a way that may allow them to come up with
different solutions than they would if they looked at the data separately. Data
mining is connected to data warehouses, and neural networks or algorithms are
responsible. When data is analyzed from multiple sources, patterns and
connections can be discovered which would not be found otherwise. Another
advantage of data warehouses is that they can create a structure which will
allow changes within the stored data to be transferred back to operational
systems.
9. What are the uses of e-commerce in business?
E-Commerce Functional
components: Order Management, Catalog Transaction Reporting, Business
Intelligence
§ B2C:
Personalization, Live Chat, Community, email Marketing Social Networking
§ B2B:
Collaboration, Product Information Management, Customer Web Store, Promotions
Management
§ Design
& Blue Print, Application Development & Integration, Application
Management,
§ User
Interface & Web site Response time optimization Infrastructure: 24x7
support, Managed hosting services, PCI compliance.
10.
What are the advantages of SAP used in
CRM?
SAP, which is more
commonly known as a vendor of enterprise resource planning (ERP) software,
offers a very popular CRM package. companies who are already SAP customers
becau in a structured format. Based on the requirement of compan basis of their
requirement.
11. What do you mean by customer analytic software?
Customer analytic software predicts,
measures, and interprets customer behaviors, allowing companies to understand
the effectiveness of E-CRM efforts across both inbound and outbound channels.
Analytics provide a set of e-CRM metrics that describes the state of the
customer across the enterprise. Customer analytic software and its reports can
be used by virtually anyone across the organization, from marketers and
salesperson to corner office executives.
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