Exercise 10.6: Application server platforms in e-commerce

Question 6.
What is Customer Resource Management and why is it important to e-commerce?

According to What is CRM Software? (n.d.) Customer Resource Management (CRM) is a strategy for doing business. It is a methodology based on building better customer relationships so that a loyal customer base can be achieved. It is a customer-centric strategy which covers the whole organisation and assists in all areas of the organisation working together for the customer. This approach leads to efficiency gains and improvements in customer service and satisfaction.

There are many commercial and open source CRM software packages on the market which help an organisation implement a successful CRM philosophy. These packages are particularly helpful for e-commerce where CRM strategies must be supported by a user-friendly website which provides a comprehensive and reliable set of functionality to provide for a customers needs so that they come back to the site again and again.

References
What is CRM Software(n.d.). Retrieved June 19, 2009, from http://www.tech-faq.com/crm-software.shtml