Customers; without whom the business can't survive. In today's world it is very important fact that how we maintain relationship with customer. Higher customer base made the relationship difficult and new technology of V- CRM came to existence. It defines the easy and effective way to maintain the customer relation and reduces the churn rate.

1. [VIRTUAL CUSTOMER RELATIONSHIP
MANAGEMENT]

2. DEFINITION:
• Romano and Fjermestad (2003)defined it as a
combination of hardware, software,
processes, applications and management
commitment.
• Pan and Lee (2003) have claimed that v-CRM
has the ability to capture, integrate and
distribute data gained at an organizational
website.

3. MEANING:
• Integrated CRM process to put customer at
centre of business with help of sales force
automation, marketing automation, customer
service automation and order management.
• It is a methodology used to learn more about
customer needs and behaviour in order to
develop strong relationship with them.

4. Framework of v-CRM:

5. Difference between CRM and v-CRM:

6. Abstract:
• The Internet has revolutionized communication
among companies and clients. New possibilities
for global collaboration among companies on a
project basis are possible with virtual enterprises.
• Virtual enterprises enable new ways of
collaboration with clients and their participation
in creative and inventive activities of individual
products. Furthermore project work with clients
allows tight bonds to them and goes beyond
traditional forms of customer relationship
management.

7. Advantages:
• Better customer relation.
• Easy access of data and information.
• Reduction in manual work
• Quick feedback.
• Fast up gradation of products and technology
inside and outside of enterprise.

8. Disadvantages:
• Difficult to adopt in small scale enterprises.
• Limited customers.
• Lack of knowledge among customers and
users.