E-CRM, or Electronic Customer Relationship Management, is an integrated online sales, marketing, and service strategy that is used to identify, attract and retain an organization's customers.

It describes improved and increased communication between an organization and its clients by creating and enhancing customer interaction through innovative technology.

E-CRM software provides profiles and histories of each interaction the organization has with its customers, making it an important tool for all small and medium businesses.

Business Benefits of E-CRM

Implementation of an E-CRM system enables an organization to streamline processes and provide sales, marketing, and service personnel with better, more complete customer information. The result is that E-CRM allows organizations to build more profitable customer relationships and decrease operating costs.

Businesses that strategize and implement an E-CRM solution can align their processes around technology to effectively deliver a seamless, high-quality customer experience across all channels. Customers have the power to help themselves through online personalized services that are made available on demand. The Internet provides a simple and ideal medium where customers can get information from websites, buy products and find answers using FAQ sections, forums, or chat rooms.

The benefits of E-CRM include the following

1. Improved customer relations, service, and support

2. Matching the customers' behavior with suitable offers

3. Increased customer satisfaction and loyalty

4. Greater efficiency and cost reduction

5. Increased business revenue

Benefits of E-CRM

Customer management

Provides access to all customer information including inquiry status and correspondence.

Knowledge management

A centralized knowledge base that handles and shares customer Information.

Back-end integration

Blends with other systems such as billing, inventory through relevant customers contact points such as websites and call centers.