E-CRM Toward customer satisfaction: current status and future trends

Customer Relationship Management (CRM) is a fundamental facet of an organization, encompassing the philosophy and mission of organized business that is engaged with a well-knit customer-focused knowledge base and pervasive communications. It is more than software or process, and equal to a culture of gaining and keeping value customers, delivering the immitigable benefits. Electronic CRM can contribute incontrovertibly to organizational transformation into a real time enterprise for customers, while harnessing the power of technology in a rapidly changing competitive landscape. The major benefits that accrue are new sales and account opportunities, quicker and smarter decision-making, and better efficiencies leading to significant improvement in customer service. The focus of this paper is to discuss the importance of e-CRM techniques in providing customers with better services to meet their expectations. The paper also looks at some of the challenges and opportunities related to e-CRM.