Full-Fledged e-CRM:

While practically all the firms use Internet in CRM to some extent, and some also promote appropriate virtual customer communities, some of them go further step and carry out their CRM entirely electronically, as their business lend for such an approach. Electronic CRM (e-CRM) simply means ‘total online management of customer relationship’. e-CRM does electronically all the things a normal CRM does offline.

Let us take Up-selling and Cross selling as an example .Suppose a customer buys a couple of books on a particular subject from a certain web book shop. The e-CRM system of the shop/site will take care of up selling and cross selling requirement. The next time a new book on the subject or any related subject is out, the customer will automatically and immediately get an intimation of it.

E-CRM enables web base customer interaction, automation of e-mail, call logs, website analytics, partner relationship management and campaign management.

Survey Management Software:Survey Management software automates an enterprise to create electronic surveys, polls, questionnaires and enables understand customer preferences and customer service.

Contact Management Software: This enables an enterprise to create, track and manage partnerships, contracts and agreements etc. It also enables to provide call centre service and help desk service. 

Lead Management Enterprise: Lead management Software enables an organization to manage, track and forecast sales leads. It also helps to understand and improve conversion rates.

Factors behind the big growth in e-CRM:

Mainly, it is the proliferation of e-businesses /click and mortar businesses that has led to the big growth of e-CRM. Besides their proliferation, their coming under competitive environment too has been a reason. In these businesses, e-CRM fills this void. To an extent, the non e-businesses too have contributed to e-CRM’s growth, as a good part of their customers could be approached through the Internet.Expansion in iInternet penetration and proliferation of portals has been supporting the growth.