The 14 papers are the ones that satisfied the inclusion criteria used to select systems for the study. This study provides an analysis and review of e-CRM and its technologies. Such as voice portals (Interactive Voice Response), bots, virtual customer representatives and web phones (IP Telephony/VoIP).
Computer technology including customer profiles, decision support, and data warehouses are all applicable in e-CRM, however, web and computer related development make various additional technologies applicable to e-CRM.
The various opportunities provided by e-CRM including interactive and improvised customer relationships, managing customers’ touch points and personalization options, even more than that, are a powerful way to gain a competitive advantage. The purpose of e-CRM is not only to bring about changes in the area of marketing, but also to improve the company’s efficiency in managing customers, then to increase customer service, safeguard precious customers, and to help provide organizations with analytic capabilities.
Electronic Customer Relationship Management (e-CRM) is a collection of processes, concepts, and tools that allow an organization to maximize their e-business applications.
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