Effective service involves managing each customer interaction to ensure a consistent experience and an outcome that is in line with each individual customer's wants, needs and expectations - as well as being in line with the economics and business goals associated with a company's customer relationships. In this article, we will focus on the key issues your business must consider when deploying an e-CRM solution. Figure 1 E-CRM loyalty architecture blueprint. The majority of today's customer management solutions are implemented as on-premise solutions. However, it typically takes significant lead time to develop the required infrastructure and eventual solution.
Many businesses underestimate how expensive it is to build and operate an on-premise solution.
One way to get your arms around the extent of the investment is to consider different investment categories. An investment commitment also translates into a management commitment to find ways to build a focused, quality team to manage and operate the e-CRM solution.