A COMPARATIVE STUDY OF CRM AND E-CRM TECHNOLOGIES

Abstract

Today the internet is a significant economic and social force and e-mail is the predominant form of written business communication. The new economy has brought more than just technological change to business world. The internet has changed the traditional business model of organization it has spawned many new industries and forced organization to embrace organizational as well as operational changes. The 1990 saw the emergence of new class of software called CRM (Customer Relationship Management). The objectives of CRM were to help organization in there marketing sales management, service and support function. Now customers demanding the same information via internet, wireless, mobile and PDA technologies.