Name: Baljeet Kaur, Laveena Jain, Gagandeep Banga
Country: India

Year: 2021
Volume: Volume-11, Issue-2 (July-December)
Page Number: 19-26

ABSTRACT
In today's world, the emergence of new technologies has had significant and far-reaching effects on
various aspects of commercial enterprises. Customer satisfaction and trust are two aspects of this
issue that can be addressed in this manner. The senior management team and corporate executives
well understand that their success and survival are dependent on their customers' satisfaction.
Customer satisfaction is particularly important to them because they are so sensitive. Customer
relationship management, or ECRM, is a term that refers to electronic management has been able to
assist enterprises. The evolution, features and main concepts are discussed in this article. The
difference between CRM and ECRM have been taken into consideration. In the last section different
ecrm softwares are discussed with their practical applications.
KEYWORDS: e-commerce, data processing, CRM(customer relationship management),
ECRM(electronic customer relationship management)