Electronic Customer Relationship Management (ECRM )

Three Phases in CRM
1.Acquiring new customers
2.Enhancing profitability of existing customers
3.Retaining profitable customers for life
Main Goal of CRM
1.Increased revenue
2.Reduction in cost of sales
3.Customer retention due to company, not product or service
4.Sales force increasing mobility
5.Easily available customer information with single view
Web self-service
Activities conducted by users on the Web to find answers to their
questions (e.g.,tracking) or for product