Increasing CLV and Retention Process in E-CRM Using Advanced Model

摘要

E-CRM is a pure commitment on behalf of the company to create mutual online benefit for various parties with respect to the company alone. To retain customers and increase customer focus to reach maximum loyalty of the customers the company should take the following steps. In addition, Satisfying customer requirements in web-based interactions is an outstanding feature of retaining customers and intensify their loyalty. Today internet enabled organizations made manages to find new tools and strategies to better grasp customers. Using information and communication technology, businesses want to get closer to the customers. This paper aims at proposing a conceptual framework to illustrate the relationship between moderators in the process of e-CRM and the ways that they can intensify the level of customer retention and customer loyalty.