Electronic Customer Relationship Management (eCRM) : Customers` perception of value from eCRM features of Ehmeth Websites
Olaleye, Sunday Adewale (2010)
Seinäjoen ammattikorkeakoulu
2010
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2010053110993
https://urn.fi/URN:NBN:fi:amk-2010053110993
Tiivistelmä
The purpose of this research work was to identify how customers` perceive value of pre-usage, usage and post-usage features of Ehmeth Websites. Ehmeth UK Limited is a small company of ten employees which deals with numerous customers in helping them to send their money to and from London to Nigeria.
Qualitative research methodology was utilized in this study. The qualitative research data consisted of three in-depth interviews with key managers of Ehmeth UK Limited. The respondents who are directly involved in customer relationship management gave the in-depth analysis of the good, the bad and the ugly side of the websites they used in money transfer from London to Nigeria and vice versa.
The results of the interviews revealed that customers were not oriented enough to use and enjoy money transfer features of Ehmeth websites. Also, the study revealed that Ehmeth websites lacks the post-usage features, feedback link and yet to integrate loyalty club into her company website. The interview also revealed that Ehmeth website has a lot of under utilizing features that can benefit both customers and the company.
The author recommends that management within Ehmeth reevaluate their eCRM practices and endeavour to modify the whole website. It is recommended that Ehmeth should create more awareness to her customers in different part of the world on the importance of electronic web portal. It is also recommended that further research be carried out on Mobile Customer Relationship Management and Social Customer Relationship Management.
Qualitative research methodology was utilized in this study. The qualitative research data consisted of three in-depth interviews with key managers of Ehmeth UK Limited. The respondents who are directly involved in customer relationship management gave the in-depth analysis of the good, the bad and the ugly side of the websites they used in money transfer from London to Nigeria and vice versa.
The results of the interviews revealed that customers were not oriented enough to use and enjoy money transfer features of Ehmeth websites. Also, the study revealed that Ehmeth websites lacks the post-usage features, feedback link and yet to integrate loyalty club into her company website. The interview also revealed that Ehmeth website has a lot of under utilizing features that can benefit both customers and the company.
The author recommends that management within Ehmeth reevaluate their eCRM practices and endeavour to modify the whole website. It is recommended that Ehmeth should create more awareness to her customers in different part of the world on the importance of electronic web portal. It is also recommended that further research be carried out on Mobile Customer Relationship Management and Social Customer Relationship Management.