Customer Relationship Management in the world of e-commerce

Gyan Management Journal
Year: 2016 (Jul-Dec), Volume: (10), Issue. (2)
First page: (66) Last page: (74)
Online ISSN: A/F
Print ISSN: 2250-348X

Customer Relationship Management in the world of e-commerce
Dr. Surinder Kaur

1Assistant Professor, Post Graduate Govt. College, Sector-46, Chandigarh

Corresponding author email id:

25 Sep 2016

11 Oct 2016

Online Published:
09 Nov 2016

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The latest paradigm in the world of Customer Relationship Management is e-CRM or Electronic  Customer Relationship Management. E-CRM is a business strategy that utilizes the latest technological  developments to tie together all aspects of a company’s business with the goal of building long-term  customer loyalty. Practically it can be described as the management of customer interactions at all  levels, channels, and media. The web-enabled companies are no longer relying on the traditional brick  & mortar strategies in order to ensure their stability in the global market. 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 objective of this paper is to analyse  the best CRM solutions available to the business organisations and the probable causes of more and  more businesses moving towards accepting E-CRM as an important business strategy. The data for the  purpose of this study is collected from secondary sources.  


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