Electronic CRM (ECRM) involves managing customer relationships using information technology to increase customer loyalty, improve marketing and customer service, and reduce costs. ECRM allows for online decision making including identifying customer needs, searching for information, evaluating options, making a purchase decision, and evaluating the purchase.

1. ECRM
Electronic CRM concerns all forms of
managing relationships with customers
making use of information technology.

2. Importance of E-CRM
• Increased customer loyalty
• More effective marketing
• Improved customer service and support
• Greater efficiency and cost reduction
• Developing customer focused business strategies

4. ON-LINE DECISION MAKING
• Identifying the Need
• Information Search
• Evaluation Stage
• Purchase Decision
• Purchase Evaluation