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International Journal of Scientific and Engineering Research
ISSN Online 2229-5518
ISSN Print: 2229-5518 8    
Website: http://www.ijser.org
scirp IJSER >> Volume 2, Issue 8, August 2011
The Role of E-Commerce in Electronic Customer Relationship Management (ECRM) and the Factors Affecting It
Full Text(PDF, 3000)  PP.  
Author(s)
Mohammad Mojtaba Keikhayfarzaneh, Dr.Ahmad Reza Keikhayfarzaneh, Dr.Javad Khalatbari, Mohammad Sourizaei
KEYWORDS
E-commerce, Customer Relationship Management (CRM), Electronic Customer Relationship Management(ECRM).
ABSTRACT
The emerging of new technologies have been primary and tremendous effects on different facets of commercial organizations in today's world. One of the facets of this matter is customer satisfaction and trust through this way.The senior organization and company's managers evidently know that the success and also their survival depended upon their customer's satisfaction. Customer satisfaction is also a key for them which are also so sensitive. ECRM or customer relationship management electronically has managed to help organizations in this field. In article, the contents, aims and the benefits of CRM and ECRM have been considered. Their considerations as recognizing the behavioral types of customers to customize and increase customer's loyalties to organizations have also been emphasized.
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