The Categories OF E-CRM

E-CRM

E-CRM is the use of the internet or application of internet applications to conduct customer relationship management activities. This can include feedback forms in websites and polls.

Foundational Services

This includes the minimum necessary services such as web site effectiveness and responsiveness as well as order fulfilment. This websites offer the user some form of interaction but it is more minimal. This is mostly focused at the masses.

• APIIT public Website, it quite a few options for users to interact. The user interfaces are the same for all the users. It offers a basic functionality of downloading the online application forms. It also has a very basic message sending feature for enquiries.

• Software09.com also a very basic website and does not have a feature for users to interact with it. For users to interact with the company they have to copy down the company email address and manually send an email.

• Rolls-Royce. They provide a very foundational platform as the only means of reaching them through internet is through their message feature on the contact us page. This does not have a means of checking ur message status.

Customer -Centered Service

This websites are more interactive and each web page can be personalised according to the preferences of each individual customers. These services include order tracking, product configuration and customization as well as security/trust. One of the examples of such websites include :

• Mark & Spencer. Customers can design and purchase shirts online, have them shipped to their location and they can also keep track of their purchase from their computers. Customers have to create a profile before they can enjoy these services and they get to choose only what they are interested in seeing.

• DIGI, www.digi.com.my. Digi has a highly interactive website as well as digi customers can create profiles and customize them according to the way they want. So much can be done on the website such sending a message to another mobile phone, sending a reminder to your own phone and u can change account settings and caller plans.

• Scribd, www.scribd.com. this is a document sharing website where users can upload and download. This website also offers personalised services for its registered customers. They can choose the type of books they want to see and the website can also recommend documents based on the reading pattern for the user.

Value-Added Services

These are extra services such as online auctions. Usually, these sites are more interactive and offer the user power over what should happen.
Examples of such websites include:

• http://www.w3schools.com, this website offers value services as it does not generate money directly but offers services such as online tutorials. Users can also try out exercises online and find the answer as well at the same time from the website.

• www.echoecho.com, this website is also a website that provides value added services because it also does not offer any direct services but an experience that a customer can benefit from. This is the ability to make programming codes on line and check their correctness. It is most useful to students.

Conclusion

The advancement or the levels of E-CRM can be also expressed in the form of web. Websites that offer foundational services may also be said to be in the web 1.0 era while some meet minimum criteria to be categorised under web 2.0. The customer centred and value added websiites fully employ the benefits brought about by the evolution of the web from web 1.0 until web 3.0 as they are highly interactive and users can impact the websites.