Management Information Systems Blog 5

B2C e-commerce businesses can utilize the internet to further enhance their CRM initiatives by using tools such as:

• customized products and services (recommended products, etc)
• social media (communication channels) to get feedback and knowledge about the consumer
• Differentiation of themselves and tailor their focus towards customers

With businesses going towards more of an e-commerce world, they will overall strive to cut down their costs while increasing their sales.

I feel that it could become easier or harder to maintain relationships with customers as business moves toward more electronic commerce. It depends on the business and how well they are keeping up with the customers needs and interacting with them to maintain a connection that they would feel through personal face-to-face experiences. If they do maintain these connections and needs of the customer, then I feel businesses would succeed because with electronic commerce, they would:

• Make sure that the business is tailoring specific product towards customer's needs.
• Maintain fluent and consistent interaction between customer and businesses.
• Dive into focusing on maintaining open knowledge of the business's products.

If they do not maintain the connections and needs of the customer, then I feel businesses would not succeed with electronic commerce, because they would:

• Lack in connecting personally with consumers.
• Lacking in maintaining constant interaction with  consumers.
• Lacking in keeping an established relationship with consumers.