How does eCRM work?

eCRM uses the latest technologies such as VB, VB.NET, ASP.NET, Microsoft SQL Server and Web Services to communicate effectively with customers. eCRM systems enable customers to do business with the organisation the way the customer wants - any time, via any channel, in any language or currency—and to make customers feel that they are dealing with a single, unified organisation that recognises them every step of the way.

The eCRM system does this by creating a central repository for customer records and providing a portal on each employee’s computer system allowing access to customer information by any member of the organisation at any time.

Through this system, eCRM gives you the ability to know more about customers, products and performance results using real time information across your business.

Diagram of how eCRM works

Source: http://www.mmv.vic.gov.au/uploads/downloads/ICT_Projects/eCommerce
/ElectronicCustomerRelationshipManagement.pdf