摘要：Electronic Customer Relationship Management (E-CRM) has become the latest paradigm in the world of Customer Relationship Management. E-CRM is becoming more and more necessary as businesses take to the web. This paper promotes the value of E-CRM, explores its benefits, outlines the focal points to address prior to implementation, outlines potential pitfalls during implementation and ways to avoid, takes a look at recent trends and presents a proven E-CRM success story. Electronic Customer Relationship Management (E-CRM) has attracted the attention of managers and academic researchers for the past several years. Issues of E-CRM have varied from marketing to information technology.
