The Influence of e-CRM (Electronic Customer Relationship Management) on Customer Loyalty Case Study : Customers of The Body Shop

Misy, Pontisari (2015) The Influence of e-CRM (Electronic Customer Relationship Management) on Customer Loyalty Case Study : Customers of The Body Shop. Masters thesis, UNIVERSITAS ANDALAS.

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Abstract

Many companies try to get loyalty of the customer. This condition makes competition between companies increase. So a company must make new strategy with concept preserve and maintain customer with give personal service by electronic media to the customer. This concept is known as e-Marketing. E-Marketing or electronic marketing refers to the application of marketing principles and techniques via electronic media and more specifically the Internet. E-Marketing is the process of marketing a brand (include the product and company) using the Internet. It includes direct response marketing and indirect marketing elements and uses technologies to help connect the businesses to their customers. In other word, e-Marketing is all activities a business conducts via worldwide web with objective of attracting new business, retaining current business and developing its brand identity. Relationship is easier to build by e-Marketing because people tend to use electronic things than traditional things such as newspaper

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