e-CRM The eCRM or electronic customer relationship marketing concept is derived from e-commerce.

It also uses 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. Customer relationship management (CRM) systems provide business owners with the strategy, system and tools to help them interact with their customers. In the late 1990s, the Internet and electronic commerce changed CRM, and a new term, electronic customer relationship management (ECRM), was born. Today there is little difference between the two. ECRM is typically considered to be the natural evolution of CRM and not the separate business strategy it once was. In the late 1990s it was evident that the Internet would change the brick-and-mortar business model. The onset of Web-based communications and electronic commerce (e-commerce) changed not only how business was conducted but also the way in which a business could communicate with its customers. This change required a business to invest in new hardware, systems and Web applications. There was a need to develop new processes to manage customer relations, marketing, and sales and support using the Web for those business processes. The terminology was updated to Electronic Customer Relationship Management (ECRM) to reflect the new hardware and systems required by a business to make use of new Web-based technologies, such as self-service customer support, email and online sales. Importance of eCRM for an organization eCRM helps in Organizing, Automating and synchronizing the business processes. The Customer interactions and the pre-sales activities are entered, stored and accessed by the respective employees. E-CRM is not just your call center, self-service Web site, sales force automation tool or the analysis of customers' purchasing behaviors. E-CRM is all of these initiatives working together to enable you to more effectively respond to your customers' needs and to market to them on a one-to- one basis. It's about the customer, not any individual piece of technology. If we evaluate and understand how our customers behave and how we need to respond to them, then we can begin to understand the component pieces of e- CRM. http://www.chapelfieldsystems.com/downloads/Downloads_files/WhatiseCRM.doc http://lappindia.lappgroup.com/e-khoj/e-crm.html http://www.ehow.com/info_8098762_difference-between-crm-ecrm.html http://www.information-management.com/issues/20011001/4056-1.html

mCRM The mCRM integrates wireless technologies into existing operations and strategies on customers. Consequently, mCRM is a corporate strategy and systematic approach realized by a mobile device (such as a mobile phone). Through mobile value added, the perception of customer satisfaction is promoted on strengthening a long-term customer relationship. Moreover, mCRM also supports enterprises on marketing strategies through understanding customers needs and improves the service process through the feedback from satisfied customers. The mCRM is not only the critical role of communication in establishing but also aims at maintaining profitable and satisfied customer relationships through mobile communication medium. Therefore, mobile communication sits at a very important position to increase the degree of customer satisfaction in mCRM. Importance of mCRM for an organization The mCRM promotes satisfaction to customers through the mobile medium on communication, either one-way or interactive, which is related to sales, marketing, and customer service activities conducted. Thus, the personalized communication strengthens the relationship between enterprises and customers. This also shows that personalization plays a very important role to promote satisfaction and push up customer relationship. In order to provide a personalized service through the mobile medium, enterprises send a relevant communication to targeted customers who always result in a significantly higher satisfaction than inaccurately targeted customers. http://www.waset.org/journals/ijhss/v3/v3-2-19.pdf