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CRM is a strategy by which companies optimise profitability through enhanced customer satisfaction.
CRM is about automating and enhancing the customer-centric business processes of Sales, Marketing, and Service.
CRM not only deals with automating these processes, but also focuses on ensuring that the front-office applications improve customer satisfaction, resulting in added customer loyalty that directly affects the organization’s bottom line.
E-CRM (Electronic Customer Relationship Management) expands the traditional CRM techniques by integrating new electronic channels, such as Web, wireless, and voice technologies and combines it with e-business applications into the overall enterprise CRM strategy.
The goal is to drive consistency within all channels relative to sales, customer service and marketing initiatives to achieve a flawless customer experience and maximize customer satisfaction, customer loyalty and revenue.
Therefore ,it is just an expanded, integrated version of CRM . Thus, Old CRM + Internet = e-CRM