The
eCRM or
electronic customer relationship management encompasses all the CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic
CRM concerns all forms of managing relationships with customers making use of
information technology (IT). eCRM is enterprises using IT to integrate internal organization resources and external "marketing" strategies to understand and fulfill their customers needs. Comparing with traditional
CRM, the integrated information for eCRM intraorganizational collaboration can be more efficient to communicate with customers.