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... Relationship Management (CRM) is basically a strategic process of gaining insight into information, needs and preferences, as well as, market trends, utilizing technology and human resources to help businesses increase revenues mainly by providing better customer services and relations, therefore preventing loss of customers to competitors. (Wailgum, n.d.) e-CRM Norton (2001) stated that, like other enterprise applications fields, CRM has evolved with technology, demonstrated by the growing interest in electronic CRM (e-CRM), or Web-based CRM—a natural progression of CRM, which allows for customers' easy access and business-to-business interaction, at real-time, via an e-commerce sell-side platform. ...