Volume-VI, Issue-I, July 2019 |
Customer Relationship Management in Digital Era Marjina Ahmed, Assistant Professor, Dept. of Management, Chhaygaon College, Kamrup, Assam, India |
Received: 02.07.2019 | Accepted: 18.07.2019 | Published Online: 31.07.2019 | Page No: 83-90 | ||||
DOI: 10.29032/ijhsss.vol.06.issue.01W.086 | |||||||
ABSTRACT | ||
The new business ideology has changed from businesses being profit oriented to being customer oriented, these changes has led to numerous formulation and implementation of strategies and tactics to improve customer relationship management and more so increase services so as to lead to an increase in their performance. Back then telecom industries during the 1990’s could lose few customers today and gain tomorrow, and yet it was considered an improvement. Now due to technology and innovation, Customer relationship management is the order of the day not for telecommunication firms only but also almost all businesses .The Digital Revolution refers to the advancement of technology from analog electronic and mechanical devices to the digital technology available today. The era started to during the 1980’s and is ongoing. The Digital Revolution also marks the beginning of the Information Era. The digital age is starring us in the face from the near future. As already it had been seen that countless instances of digital technology emerging more and more in our everyday lives. Cell phones are equipped with voice recognition software, and are able to take photographs and send them wirelessly across the globe, almost instantaneously when information is captured and transmitted into a digital format, possibilities for that data becomes endless. Soon we will no longer be inconvenienced with reality; all of our sensory shopping experiences will be converted to digital information and will be fed to us through our computers. Digital information is in a much more malleable format. It can easily be duplicated changed, or processed. Building customer relationship is crucial to the success of any business. It is very similar to building rapport as a salesperson. We need to know and understand the customer to build a relationship. Customers are a business greatest asset. e-CRM, a concept that has a lot of impact in digital era, covers a wide range of topics relating to managing customer relationships through the web. Keywords: Customer relationship management, Digital-era, Technology, Information, Web. |