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

Engku Abdul Rahman, Engku Badrul Nizam (2005) Electronic Customer Relationship (e-CRM): a pulse on the retailing community / Engku Badrul Nizam Engku Abdul Rahman. Degree thesis, Universiti Teknologi MARA.

Abstract

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.

Metadata

Item Type: Thesis (Degree)
Creators:
Creators
Email / ID Num.
Engku Abdul Rahman, Engku Badrul Nizam
UNSPECIFIED
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Computer and Mathematical Sciences
Keywords: Electronic Customer Relations Management; Retailing; Customer satisfaction, Klang Valley, Malaysia
Date: 2005
URI: https://ir.uitm.edu.my/id/eprint/724
Edit Item
Edit Item

Download

[thumbnail of TD_ENGKU BADRUL NIZAM ENGKU ABDUL RAHMAN CS 05_5.pdf] Text
TD_ENGKU BADRUL NIZAM ENGKU ABDUL RAHMAN CS 05_5.pdf

Download (0B)

Fulltext

Fulltext is available at:

ID Number

724

Indexing

|

Statistic

Statistic details