WEEK SEVEN 

e-CRM

According to lecture notes in the week seven the definition of e-CRM is Customer Relationship Management is an approach to manage a company's interaction with current & potential customers using data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and driving sales growth’. 

We have also given some methods which assist in finding new audiences :

• Create co-branded content 
• Integrate with other products
• Publish content on external sites
• Map the locations of potential customers
• Build a small influencer referral programme
• Test keyword-level conversion rate
• Build content using unique data

Including some tips to how to manage customers :

1. Cover more solutions: Employees on the front line who deal with customers need to be armed with a variety of solutions to common and potential issues, meaning they can offer customers an alternative when they demand something which isn’t possible. 
2. Be transparent: Reasonable expectations are born from a companies transparent policies, values and practices which develop trust with customers.
3. Give clear timelines:Customers understand glitches, errors and bugs arise but they expect you to be honest about it!
4. Be optimistic and realistic:Most business want to make and keep customers happy and they know a quick resolution will do that, after all, we all want to hear good news such as the problem will be fixed, the refund will be made or the solution will be implemented now.
5. Follow-up:The most crucial element to setting and managing expectations in the follow-up. According to Johnson “most customers are not bothered by companies touching base with them.

Online Buyer Behavior

With the evolution of online communication through internet, customers now see online advertisements of various brands. It is fast catching up with the buying behavior of consumers and is a major source of publicity for niche segments and also for established brands. 

To conclude the post in my website I still continue adding products and I decide to change the history about why I decide to choose the name of the web.  

References

Chargebacks911. (2018). How Well Do You Know Your Customers?. [online] Available at: https://chargebacks911.com/consumer-buying-behaviors/ [Accessed 9 Dec. 2018].

eCRM_blog. (2018). Realize the Power of eCRM through a Concrete Case Study - eCRM_blog. [online] Available at: http://ecrmsolutions.co/blog/realize-the-power-of-ecrm-through-a-concrete-case-study/ [Accessed 9 Dec. 2018].

Research, U. and Conversions, B. (2018). Buying Behaviour: Understanding Customer Behaviour. [online] Worship. Available at: https://worship.agency/buying-behaviour/ [Accessed 9 Dec. 2018].