Title: Electronic Customer
Relationship Management (e-CRM): A Strategic Approach to Managing
Customer Relationship
Abstract: Electronic customer
relationship management is one of the
most challenging approaches. This is because of there is no accepted
and
general definition for it, and also most firms have only a technologic
view of
it. The purpose of this paper is giving a definition of e-CRM and
comparing it
to non-electronic CRM. By giving a strategic and multi view framework,
e-CRM is
divided into smaller and manageable processes so firms and customers
can have a
more effective and efficient relationship to gain maximum value.