Web-marketing and customer relations - Electronic commerce is in a phase of evolution: the interests, opinions, various forces, prejudices exist. Settle doubts, the failures of firms in the new economy disturb the beautiful Eldorado
Electronic commerce is in a phase of
evolution: the interests, opinions, various forces, prejudices exist.
Settle doubts, the failures of firms in the new economy disturb the
beautiful Eldorado. Is this normal? yes I mean it.
You have
to put all this in a competitive market and technological development
and cultural development. Moreover, the label e-commerce is there a
pass right to ignore all the rules of commerce: marketing,
commercial, financial, management and other ... ? Of course not!
This article concerns the field of web-marketing and in
particular customer relationship. The customer is king also a very
important player in this evolution of the information society and
communication. This customer is king more difficult to satisfy and it
becomes very challenging because it can compare the overall supply
and above all move very quickly with a single click.
The
customer relationship management will become crucial to success in
electronic commerce: the front office to back office throughout the
organization must be customer oriented. After knowing the phase and
identify the two phases are distinguished and serve the most
relevant.
Differentiating the customer is unique, it has
trans boundary specific tastes and needs to meet the demanding
quality of service and the environment.
Serve: In the sense
of accompaniment, the information services of reductions, promotions,
gifts and more ...
A little common sense: if you grant
resources in a draft e-commerce, your consultant recommends the best
company web-marketing and e-commerce, that your products have a very
good value for money and that your Logistics is the point, your
organization is unique, bravo success will come! The only major
problem is that the client at home is rather a "number". In
this case we must be vigilant as a newcomer who is familiar with all
your settings and in addition has made the right choice of the
customer relationship as a goal would take its customers as unique
and privileged actors.
This seems so obvious, even
simplistic, but certainly the success in electronic commerce will
have its salvation to the right customer relationship management for
the first visit until delivery and after sale.
After the
orientation back office, front office approach must be taken into
account, first click in the direction of the site visit, the range of
products and services, taking orders. It should also be interactive
with the customer support or the visitor must be interested in
technical reports or mini realistic and verifiable evidence. Certain
factors affect the processing of visitors into customers, the
security of payments between, but we must not forget the relationship
of trust on the site, brand, products and services. As with all
purchases fear of error exists, it must reassure the client.
The
customer relationship is not taking orders on the web, there should
be a focus on all communication channels: phone, mail, call centers,
contact off-line on a point of sale or in undertaking in the area B
to B. The expression "the company turned to the client or
customer-oriented" is a simple statement of common sense.
Conclusion:
The web-marketing and in particular
customer relationship will develop this form of trade and
communication provided to the stage management of databases and
information retrieval with customer needs and expectations of them.
The last aspect is a reflection of why e-commerce is it virtual?
My
answer is no, it is sufficient to know the general organization and
logistics in particular to understand that electronic commerce is not
virtual. In fact this new form of transaction involves the sensory
and cognitive and less in the physical sense. The web-marketing must
integrate all these elements more difficult to understand, capture,
analyze, manage to control but to make a difference and sustain his
case.
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