ABSTRACT

                                 Electronic Customer Relationship Management (ECRM) has become the latest paradigm in the world of Customer Relationship Management. ECRM is more necessary in businesses as a part of web. The web-enabled companies can no longer rely on traditional bricks or mortar strategies in the current situation. Such organizations have to evolve with the market instead of behind it. This paper explains the value of ECRM, its benefits, outlines the focal points to address prior to implementation, outlines potential pitfalls during implementation and to describe the ways to avoid which takes a look at recent trends and presents a proven ECRM success story.

Key-Words: - ECRM, Customer Relationship Management, Loyalty, Brand.