Approaches to implementing eCRM
E-CRM uses common approaches or processes to achieve online customer acquisition and retention. Refer to Figure 6.5 for a summary of a common, effective process for online relationship building to achieve the different stages of the customer lifecycle. In the following sections we proceed through the different stages in more detail.
4 Speak again
Convert to action
Convert to action
2a Incentivise & 2b profile
3a Convert t ea
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