C/M/421. eCRM - Electronic Customer Relationship Management

The author walks the reader briefly through issues dictating on electronic Customer Relationship Management often known by its acronyms as eCRM, which basically is a strategy that promises to enable companies manage their interactions with customers electronically through software applications and defined procedures from the Internet platform with the view of optimising their bottom-line. The author notes that eCRM is a derivative component of Customer Relationship Management (CRM) which some experts tend not to distinguish from eCRM as the technologies and methodologies defining both concepts are interwoven and continue to broaden; and as such merit being treated as CRM. Despite the inherent relationship, differences do exist particularly in light of their evolution and weaknesses as far as their overall relevance in corporate strategy is concern in relation to the Banking, Automotive and Call-Centre industry sector, for instance. The author concludes the future of eCRM rests on its successful application, fit in corporate goals, growth of eCommerce and Internet-user base, and not the least delivery of best products and services that customers want.