What is the difference between ecrm and crm

Chandra , T. Strickland Published Business The Internet has changed the traditional business model of organizations.

It has spawned many new industries and has forced organizations to embrace organizational as well as operational changes. The objectives of CRM were to help… Expand. Save to Library Save. Create Alert Alert. Share This Paper. Figures and Tables from this paper. Citation Type. Has PDF. Publication Type. More Filters. ECRM was forged to meet the growing needs of businesses wanting to build and manage Web-based customer communications and support.

CRM is not a new technology; it was a standard business process long before people used the Internet to communicate. CRM systems define the way a business handles its sales, marketing and support projects to meet the goal of nurturing existing customer relationships and forming new ones. In the late s it was evident that the Internet would change the brick-and-mortar business model.

System modification and maintenance Implementation is longer and management is costly because the system is situated at various locations and on several servers. Reduced time and cost. Article Researchgate. Chen, I. Understanding Customer Relationship Management. Business Process Management Journal, 9 5 , Canadian Journal of Administrative Science,20 1 , Greenberg, P.

Management Information System for the Information Age 4th ed. New York: McGraw Hill. Hummer, M. Putting CRM to Work:the rise of the relationship. In Stanley A. Brown Ed. Reengineering the Customer Relationships:leveraging Knowledge.

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