What is e-CRM:

e-CRM is electronic customer relationship management, it is a new business model that based on “customer-centric”. It is a management mechanism aimed to improve the relationship between businesses and customers. Enterprises using IT technology to understand the demand of customers and try to fulfil them in order to attach and keep consumers. E-CRM can make enterprise to provide more convenient and thoughtful services, help enterprise to improve consumer satisfaction. In addition, it can effectively reduce the operating cost of enterprise through information sharing and optimizing business processes. (Techopedia.com, 2017)

The sample I choose is The Voice(Australia)

Consumer can find the complete Episodes on the website of The Voice and they can get the new information and competition result from the website.

Moreover, in order to shorten the distance with audiences, The Voice also open its Facebook, Instagram and Twitter. Audiences can not only get the newest video and information from these social media, but also can express their views on the comments.

Customer can vote for their favorite artists during live shows through the app, it can increase the audience’s sense of participation, let the audience better participate in the program, enjoy the fun of the program

Reference:

Techopedia.com. (2017). What is Electronic Customer Relationship Management (E-CRM)? – Definition from Techopedia. [online] Available at: https://www.techopedia.com/definition/30914/electronic-customer-relationship-management-e-crm [Accessed 16 Sep. 2017].

The Voice 2017: https://www.9now.com.au/the-voice/season-6/extras/home