eCRM Overview
eCRM — Internet customer relationship management — is an extension of activity we refer to today as customer service. If you are in business, any type of business, you are already involved in customer service.
You're engaged in customer service, for example, if customers or constituents contact you by any means to ask questions. You provide customer service by giving them the answers they need. Another side of the industry is technical support, where customers contact a company to get technical information about using a product or service.
In this section of the RightNow Web site, you can learn about Web-based or online customer service — eCRM — and why RightNow is positioned in the industry for superior service. When you go online, customer service becomes a whole new animal. If you understand the whats and whys of the industry, you can make better business decisions and appropriate eCRM product purchases.
