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A goal or objective is an idea of the future or desired result that a person or a group of people envision, plan, and commit to achieve. [1] People endeavour to reach goals within a finite time by setting deadlines .
ECRM is being adopted by companies because it increases customer loyalty and customer retention by improving customer satisfaction, one of the objectives of eCRM. E-loyalty results in long-term profits for online retailers because they incur less costs of recruiting new customers, plus they have an increase in customer retention. [ 10 ]
A project is a temporary and unique endeavor designed to produce a product, service, or result with a defined beginning and end (usually time-constrained, and often constrained by funding or staffing) undertaken to meet unique goals and objectives, typically to bring about beneficial change or added value.
Service design is the process of creating and improving services to meet the needs and expectations of customers. [16] Service design involves creating a service concept that defines the customer's experience, as well as the physical, human, and technological resources required to deliver the service.
Competitive edge derived from innovation and customer service; Consistent efficient employee performance; Team cohesiveness; High employee morale and job satisfaction [44] Alignment towards goal achievement; Increased member conscientiousness, leading to better compliance with procedures such as information security, and workplace safety [45] [46]
Service delivery unit – the scope/number of action(s) that constitute a delivered service. Serves as the reference object for the Service Delivering Price, for all service costs as well as for charging and billing. Service delivery price – the amount of money the customer pays to receive a service.