Electronic Customer Relationship (e-CRM): a pulse on the retailing community / Engku Badrul Nizam Engku Abdul Rahman

e-CRM is an Electronic Customer Relations Management solution,
specifically designed and developed to suit all front and back office needs. e-CRM
will assist in maintaining and organizing all sales leads, customer base information,
list of products, quotation generating and tracking and competitor analysis. With eCRM, organizations can have instant access to up-to-date information and all the
latest on-goings of the organization, at anytime and anywhere.
This system is made to facilitate retaining existing customers, and also broadens
organization's prospects in the current challenging global market. It is fully equipped
with the latest technology to vastly enhance organizations' competitive advantage,
while maximizing overall operational efficiency and substantially reducing
unnecessary overhead costs. e-CRM enables organizations to foster a more fruitful
relationship with their customer, while simultaneously monitoring and boost
customers' satisfaction of the products and services. This research will investigate the
implementation of e-CRM by the main retailing sector in Malaysia, focusing on area
of Klang valley. The issues such as the way of implementation, risks, risks
management and customers feedback will be discusses by the researcher. The
recommendation about the implementation also included upon this research.