E CRM Perspectives in Indian Retail

Abstract

The internet came into existence around twenty years ago, but in that limited time frame, newlineit has seen great changes and growth. Globalization has dissolved the barriers among newlinenations and made hassle-free trade a reality. The digital divide, especially among the newlinedeveloping nations, has been reduced when compared to the previous decade. Internet newlineserves as a base for doing business, communication, education purposes and newlineentertainment, and you can connect to this enormous network through dozens of different newlinedevices. Online business has seen tremendous growth in India due to rapid technological newlineadaption and attitude of the people, fear and skepticism towards online transactions have newlinebeen reduced when compared to initial days. The Internet has empowered consumers by newlinegiving them the awareness about the product its usage and plethora of options. newlineConsumer s demands are dynamic and are not satisfied easily with conventional methods. newlineAn organization records all the transactions of its consumers to assist them in future newlineneeds. Customer relationship management has evolved during 1990 with the sole purpose newlineof satisfying customers and to make them loyal. Firms have invested too much of newlineresources into the implementation of CRM which comes with its own challenges. Due to newlinecomplex procedures and frequent human interventions during the implementation of CRM newlinehas paved a way for great failures. There are no clear cut answers for the success of newlineCustomer relationship management implementation in an organization. E-CRM does all newlinethe work of CRM by using the internet. It not only assists in back end operation but also newlinein the front end operations of the firm. newlineThe Indian e-commerce market was about to touch USD 40 billion by the end of 2018. It newlinehas a user base of 475 million by 2019 that is 40 percent of its population. Most of the newlinemillennials are comfortable to purchase products from an online store. The emergence of newlinean online store in the Indian subcontinent has opened gates for everybody. Online store newlineunlike brick an