摘要：The implementation of e-CRM in e-tail Organization cannot be overlooked. This will act as a boon for technological infrastructural development. In this research paper we try to highlight the significance of e-CRM in e-tail sector and how technology play a crucial role in it to develop as a giant infrastructure. With a powerful CRM technology system and a proactive approach, we can gather a lot of information about customer base and use the data to enhance the sales volume, forecast a better market and increase the business and profit effectively. Because of dynamic growth of internet there is a fast change in the view point of e-tail sector regarding customer relationship management. With the help of e-tailing, e-CRM can be expressed which allow the sector to communicate with the existing and potential customer, acquiring and retaining customers in a convenient way. The main objective of this paper is to analyze the impact of e-CRM for enhancing the services delivered by e-tail sector with the help of respective applications of e-CRM i.e., Chatbots, AR (Augmented Reality)/VR (Virtual Reality, Virtual Customers, Interactive Voice Response, Voice over Internet Protocol etc.
