CRM focuses on managing customer relationships through various customer contacts and systems, while E-CRM focuses on managing customer relationships through electronic means and digital channels. Some failures of E-CRM include difficulty measuring intangible benefits, failing to identify specific business problems, lacking senior management support, poor user acceptance, and automating poorly defined processes.

1. Difference between CRM and E-CRM
on the basis of:
• Customer contacts
• System interface
• System overhead
• Customization and personalization of
information
• System focus
• System modification and maintenance

2. Failures in E-CRM
• Difficulty in measuring and valuing intangible
benefits.
• Failure to identify and focus on specific
business problems.
• Lack of active senior management
sponsorship.
• Poor use of acceptance.
• Trying to automate a poorly defined process.