Online Customer Relationship and Marketing: MedEd and CyberHealth Case Study

Within these solutions we have utilized ERP, CRM, and SCM. Enterprise resource planning was used in planning what is needed to enhance the website for better communication with the customers. Customer relationship management is an effort to retain the customers. First of all just upgrading to LAN for our internet, speeding up the process of transactions will make the customer happier. Waiting on the transaction takes up their time, and it is valuable to them. Adding a digital dashboard to monitor products, inventory, customers, etc, is making use of supply chain management by reducing uncertainty and cycle times of products. [ (Performance Dashboard) ]

* Customer relationship management is the overall process of building and maintaining profitable customer relationships by delivering superior value and satisfaction

3.) Transactional marketing, in the perspective of luring the customer for a one off purchase, focuses strongly on price and short term benefits and product performance, with limited service. Relationship marketing is all about generating repeated sales and customer interactions, thus focusing on bringing value to the customer, and assuring long term performance and service, all aspects of quality become major concerns. Relationship marketing brings customer centricity to the spotlight. This vision has

The main aspect of e-commerce business is personalisation as it allows customers to find customise range of products for them. In the similar way, Curry help customers in findings their required range of products in consideration to user preferences, at the same time they tends to have behavioural information of their customers through which they provide them relevant messages and offers through which they enhance their market share in global retail business and increases customer loyalty (Arbaugh & Hwang, 2012).

There are a lot of benefits the customers enjoy when they do their shopping online, such as:

Experience is the best way to connect with someone. With the fast changing technology, the growing market demands, and the customer varying needs, a company stands out from its competitors is through its customer service. The best approach to marketing is customer service and through this the customer would remember and be loyal to the company.

An effective Customer Relationship Management (CRM) program can be used to identify, retain, satisfy and obtain customers by using technology to optimize strategies for understanding customers’ needs to manage business interactions with current, former, and prospective customers. Additionally, CRM also enables companies to maximize internal, external, marketing and customer service operations to better address the needs of the customer building a better relationship with customers that a more profitable. (Ahmad & Buttle, 2001)

The main goal of Customer relationship management is to create a strong bond between customers and the company. The strong bond can be build by focusing on the two main objectives of CRM. Providing the organization and all of the employees that treat customers with a single and complete view of every customer at every touch point and across all channels and providing the customer a single and complete view of the company and its extended channels (O’Brien, A & Marakas, G. 2004).

5. RELATIONSHIP MARKETING: In this competitive era, companies are always looking for ways to develop and maintain a long lasting relationship with customers, employees and even suppliers. Relationship marketing is two way traffic; it goes beyond just making ‘sales’ and companies are beginning to realize. Good relationship with customers is a strategic weapon for any company, this is because long term customers buy more, do referrals and give back valuable and truthful feedback. Keeping a customer requires an extra effort. According to the founder of Walmart: “There is only one boss, the customer, and he can fire

There are several objectives that the customer relationship management is being implemented, such as customer identification, customer differentiation, customer interaction and personalization (Peppers, 1998). First, it is very important for a company if it able to identify its customers. Different companies offer different products and services which may not satisfy all customers. The costs and efforts of acquiring new customers can be reduced and focused when the company finds out the customers who are its potential customers. For example, e-mail distribution or mailing services can be used if the company has the customers’ profile. Next, the company can use the services to differentiate its products with others. The company may sell or provide the similar products with the other

This economy is unique. It is built on the perception that the customer is the dynamic participant in the search of experiences that will personally amaze and engage them. (Schmitt, 1999). For a business to be successful, goods alone are not enough (B J Pine II & J H Gilmore 1999). Consumers are tired of standardized products and services – they are seeking those that have been specifically designed for them, based on their perceptions. In the context of this economy, the authors propose to abandon the traditional relationship between the company and customers. Instead, the company should be a “director of impressions" and clients: "spectators" or “guests". The Experience Economy” is the playbook from which managers can direct and control performance, based on the concept: The foundation for economic growth stems

As part of its marketing and branding efforts, H&M developed a social media strategy; a key component of which states that ‘’through the effective use of social media, millions of H&M fans and followers share ideas and opinions and get quick answers to their queries.” (H&M, 2014) This allows the company to get closer to its customers, allowing for better communication and feedback, and more useful marketing data. H&M collects massive amounts of raw information through the use of such data analysis tools as Google Analytics and Core Metrics, this is known as “cookies.” These are text files that are created every time you visit a particular website, and they can contain useful and valuable information about your interests and shopping habits. ‘’Previous purchases are often the single best guide to what a customer will buy next’’ (Davenport et al, 2011) This gives H&M the information to strategically target individuals through social media advertising creating what seems like a personal approach.

Relationship marketing is marketing seen as relationships, networks and interaction. It is aimed at establishing long-term win-win relationships with customers. In approaching a potential customer,

It's important to remember that the customer experience is a strategic issue, and not just an accumulation of tactics. In fact, it's the most strategic issue an e-business can work on. A dot-com's strategy should be directly based on the customer experience.

HyundaiCard has one distinctive core competency that sets them apart from their competition and that is their ability to capture customer usage data through their eCRM system. By integrating their website with the eCRM system, HyundaiCard was able to provide tailor made services through their website to the consumers. They were able to promote marketing campaigns with online business strategies and competitive online services. Lastly, they were able to upgrade the e-mail solutions in order to achieve the company’s objectives. Through this systems integration HyundaiCard was able to strengthen their customer relationship by analyzing customer tendencies and provide customized services for the individual credit card holders. They were also able to develop themed malls within the website based on card member’s tendencies. By integrating this customer information both online and offline, HyundaiCard has been able to connect with each card member personally and utilize the data from the website and the actual channel customer data to assist the marketing team with decisions on their strategies moving forward. This is very essential because it allows the marketing team to utilize real time