In this session, I would like to share information about some examples of websites based on 3 different level of e-CRM. Here are brief explanation of those examples:
1. Websites that are providing Foundational Services are:
a. Datacraft Asia
Justification:
The basic information about the company and its services are provided through this website. It is quite responsive when the first time we accessed this website. The information is also readily available with a very effective contents provided.
b. Tourism Malaysia
Justification:
This website is similar with the previous example that has very limit function according to e-CRM level. It is actually referred to foundational service level which only provides the basic information for the readers or customers. We can access the information relative quickly and accurate through this website.
2. Websites that are providing Customer-centered Services are:
a. Tesco
Justification:
It provides various products that can be purchased online. The detail information of the products can be accessed easily by the customers. Therefore, they can compare the products and select the most suitable one for them. Besides that, they can conduct a payment safely with security supports provided by this website. This website also performs order tracking to keep track any transaction that are being conducted. All the transactions are recorded and the products will be delivered immediately to the customers.
b. Marks and Spencer
Justification:
Generally, this website provides the similar function with Tesco. Many services are provided in order to produce customer satisfaction. M&S also provides online customization that helps the customers to get the products based on their requirements. This website also provides security measures for online transaction and fast delivery service.
3. Websites that are providing Value-added Services are:
1. Websites that are providing Foundational Services are:
a. Datacraft Asia
Justification:
The basic information about the company and its services are provided through this website. It is quite responsive when the first time we accessed this website. The information is also readily available with a very effective contents provided.
b. Tourism Malaysia
Justification:
This website is similar with the previous example that has very limit function according to e-CRM level. It is actually referred to foundational service level which only provides the basic information for the readers or customers. We can access the information relative quickly and accurate through this website.
2. Websites that are providing Customer-centered Services are:
a. Tesco
Justification:
It provides various products that can be purchased online. The detail information of the products can be accessed easily by the customers. Therefore, they can compare the products and select the most suitable one for them. Besides that, they can conduct a payment safely with security supports provided by this website. This website also performs order tracking to keep track any transaction that are being conducted. All the transactions are recorded and the products will be delivered immediately to the customers.
b. Marks and Spencer
Justification:
Generally, this website provides the similar function with Tesco. Many services are provided in order to produce customer satisfaction. M&S also provides online customization that helps the customers to get the products based on their requirements. This website also provides security measures for online transaction and fast delivery service.
3. Websites that are providing Value-added Services are:
a. uBid
Justification:
Basically, this is a commercial website that provides online direct selling. It allows the customers to conduct an online auction to get certain products. Therefore, they can get the products cheaper or below normal market price. This is a good revolution to put the auction through online. Therefore, many people around the world can also be participated.
Justification:
Basically, this is a commercial website that provides online direct selling. It allows the customers to conduct an online auction to get certain products. Therefore, they can get the products cheaper or below normal market price. This is a good revolution to put the auction through online. Therefore, many people around the world can also be participated.
b. Element k
Justification:
This is an educational website that focuses on e-learning for those IT professionals who want to be certified. It provides online training for the customers and also allow them to conduct online virtual lab. This is very good solution, especially for the companies. Thus, they don't need to spend much money to send their employees to any particular training. By joining online training, it also can reduce cost.
Summary/Conclusion
Overall, the three levels of e-CRM can be differentiated easily by looking at the services provided by the particular website, such as Foundational Service, Customer-centered Service, and Value-added Service. Each of level has different characteristics, such as functionality and complexity. These characteristics can also be referred to the features of the websites regarding CRM perspective that relates to the services offered by the company on its website.
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