The Influence of e-CRM (Electronic Customer Relationship Management) on Customer Loyalty Case Study : Customers of The Body Shop

Many companies try to get loyalty of the customer. This condition makes \ncompetition between companies increase. So a company must make new strategy \nwith concept preserve and maintain customer with give personal service by electronic \nmedia to the customer. This concept is known as e-Marketing. E-Marketing or \nelectronic marketing refers to the application of marketing principles and techniques \nvia electronic media and more specifically the Internet. E-Marketing is the process of \nmarketing a brand (include the product and company) using the Internet. It includes \ndirect response marketing and indirect marketing elements and uses technologies to \nhelp connect the businesses to their customers. In other word, e-Marketing is all \nactivities a business conducts via worldwide web with objective of attracting new \nbusiness, retaining current business and developing its brand identity. Relationship is \neasier to build by e-Marketing because people tend to use electronic things than \ntraditional things such as newspaper