How has e-commerce transformed marketing?
E-commerce has a global reach that allows commercial transcations across cross-cultural
and national boundaries, and it is personalized to specific individuals.
Marketing cross-selling and the three major areas are Sales, Marketing, and Service.
The goal is to increase customer loyalty through Customer Service.
The Customer data is an evaluation of Service.
Channel can be e-mail, direct mail, telephone, the web, wireless message,
Operational CRM
Tools for the Sales force such as automation, call center, customer service support, marketing
automation.
Analytical CRM
Applications that analyze customer data.
Provide information for improving business performance.
Social Technology create and share with personal friends, selling directly to the consumer,
and text, video, music, and photos.
Wisdom of the crowds
Created site where millions of people can interact with business firms and advertise.
A group of people are making decisions instead of just one person about a range of
products and services.
Whenever a customer clicks the mouse button they are tracking your behavior.
It takes place on individual websites and various advertising networks.
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