With more and more businesses worldwide capitalising on the power of the Internet to increase their revenues, relationship management has evolved from Customer Relationship Management (CRM), to Electronic Business Relationship Management (eBRM).
Singapore, 17 April 2000 - Pivotal has released its new eRelationship 2000 solution here in Asia, combining e-commerce, business portal and customer relationship management capabilities in a solution that is catered for use in the Windows 2000 environment.
Vice-president of marketing, Bob Runge, was in Singapore last week, to discuss the new suite, as well as Pivotal's role and strategy in the next evolutionary stage of relationship management.
"The big shift," said Runge, "is that the focus of these relationship management technologies, is no longer on your employee."
New technologies are starting to focus on customers and business partners, he said.
While CRM focuses on the automation of employee activities, eBRM focuses on the automation of relationships of channels between partners, customers, and employees.
The eRelationship 2000 suite consists of:
- eRelationship IntraHub - Employees can collaborate and share information to allow better management of customer relationships.
- eRelationship CustomerHub - Enables customers to use the Internet to perform self-service functions. Prospective customers use the Internet to self-register, qualify, and request information.
- eRelationship PartnerHub - Enables the sharing of information and collaboration over the Internet among employees and selling partners to address customer needs and concerns.
Implementation takes an average of between three to sixth months, depending on customization.
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