Electronic Customer Relationship Management for VoIP Service

Many businesses believe that information technology deployment which supports and cultivates one-to-one relationships with customers is one of the most important fundamental means for the creation of competitive advantage in telecommunication industry. This principle has helped in making customer relationship management (CRM) in the area of enterprise software as one of the most important recent developments. Electronic customer relationship management (e-CRM) emerges from the Internet and web technology to assist the implementation of CRM within organizations which focusing on communications between organizations and their customers via Internet or web-based systems. This paper discusses an e-CRM for Voice over IP (VoIP) service illustrating the functions needed to support the unique challenges of CRM in VoIP service. An example of solution for e-CRM in VoIP service is also described. It will also discuss the importance and impact of e-CRM in voice service, besides pointing out several benefits of e-CRM in VoIP service.