Professional Documents
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E Commerce5
E Commerce5
Lesson Overview
CRM solutions provides the business with data to help the business
provide services or products that the customers want, provide better
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customer service, cross-sell and up-sell more effectively, close
deals, retain current customers and to better understand who its
customers are. Organizations frequently look for ways to personalize
online experiences (a process also referred to as mass
customization) through tools such as help-desk software, email
organizers and different types of enterprise applications.
Increase profitably
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in by the searcher match against the same words on the page of a firms
web site and also when the key words entered are included as links.
2. Link building. The traffic of a site will clearly increase with a greater
number of links into it. Efforts to increase the number of links are referred
to as link building.
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about exceeding their expectations so that they become loyal
advocates for your brand. Creating customer loyalty puts ‘customer
value rather than maximizing profits and shareholder value at the
center of business strategy’ The key differentiation in a competitive
environment is often the delivery of a consistently high standard of
customer service. Customer retention has a direct impact on
profitability
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costs: (1) financial switching costs (e.g., fees to break contract, lost
reward points); (2) procedural switching costs (time, effort, and
uncertainty in locating, adopting, and using a new brand/provider);
and (3) relational switching costs (personal relationships and
identification with brand and employees). All three types of switching
costs increased customer retention—however, relational switching
costs have the strongest association with customer repurchase
intentions and behavior.
CUSTOMER EXTENSION
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encouraging new content or promotions. This is also made possible
through an effective after sale service and feedback.
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Further Reading
Cockrill, M. P., Bryant, W. K., Franklin, D. C., McNeely, M. H., Ryan, T. J., Sweet, A.
P., ... & Malek, T. A. (2018). U.S. Patent No. 10,163,101. Washington, DC: U.S.
Patent and Trademark Office.
Meek, C. A., Horvitz, E. J., Goodman, J. T., Flake, G. W., Hurst-Hiller, O., Gupta, A., ...
& Griffin, T. J. (2016). U.S. Patent No. 9,396,269. Washington, DC: U.S. Patent
and Trademark Office.
Turban, E., Outland, J., King, D., Lee, J. K., Liang, T. P., & Turban, D. C.
(2017). Electronic commerce 2018: a managerial and social networks
perspective. Springer.
Turban, E., Whiteside, J., King, D., & Outland, J. (2017). Introduction to electronic
commerce and social commerce. Springer.
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