The implementation trends of intelligence E-CRM in business process

• Main Authors: Ahmed, Bashar, Amroush, Fadi, Ben Maati, Mohamed Larbi
• Format: Conference Proceeding
• Language: English
• Subjects: algorithm; Algorithm design and analysis; architecture; customer; Customer relationship management; Data mining; Data-Quality; e-CRM; input; Organizations; Structured Query Language; table; traffic; website
• ISSN: 2327-1884
• DOI: 10.1109/CIST.2016.7805080

The increase in the adoption of e-CRM strategies in marketing and customer relationship management has given rise to more needs especially where a specific customer segment is targeted and the services are personalized. As much as businesses realize the need for greater intelligence powered by analytics, they are often not able to achieve their goals within the e-CRM application. In a recent study, it was established that Salesforce.com customers view CRM systems as boosting customer experience, but data quality and predictive analytics still loom large. In this research, we aim to describe the Intelligence of E-CRM applications and approaches to the e-e-commerce industry. In this research, we aim to improve organizations understanding of their customers by proposing implementable E-CRM strategies that can effectively and efficiently serve the customers online. The major concentrating segment of the proposed model is in improvement of the quality of customer data. A conceptual and design framework is developed with explanations of the E-CRM pre-purchase and at-purchase features. This is done with focus on organizations interaction with the e-CRM system in a bid to provide the best online service to the targeted group of clientele.