Electronic CRM offers a range of new contact technologies

A fairly new development that could prove useful to agencies is eCRM.

Electronic CRM takes the role of CRM a step further by introducing specialized applications for managing customer relationships through multiple channels'the Web, e-mail, phones and even written correspondence.

The Web in particular has introduced a whole range of new customer contact technologies to the mix, such as e-mail, voice over IP and interactive chat capability.

The use of eCRM software in government could result in totally interactive contact centers where staff members could answer e-mail, phone calls and chat requests using integrated customer databases connected across departments.

Online information

Web site visitors could engage in online chat sessions or VOIP calls with customer service agents trained to help with specific requests.

Online access to government information could help constituents find the information they need and make suggestions or enter requests without the need for any agency service personnel.

The latest trend in eCRM is wireless. For example, ACCPAC International's eCRM software is completely Web- and WAP-enabled, meaning organizations can serve customers with a wireless phone anywhere and any time remotely.

Mobile CRM revenue, which equaled about $300 million last year, will grow at a 36 percent rate annually until 2008, according to Frost & Sullivan, a high-tech research company in San Jose, Calif

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