e-CRM Quiz - Marketing Teacher

What is the main difference between e-CRM and traditional CRM?

The channel used to deliver the same customer strategy: internet, email, mobile and digital TV instead of face to face or phone

e-CRM replaces the need for a customer strategy altogether

Why is trust harder to build through e-CRM than in a face-to-face relationship?

There’s no equivalent of a shopkeeper reading a customer’s mood and reacting to it in the moment

Because online customers are less interested in personalised service

True or false: passive personalisation means the business decides what to show a customer by analysing their past behaviour.

False

True