What is eCRM (Electronic Customer Relationship Management)?

eCRM is the process of acquiring, retaining and growing profitable customers to establish a dialogue with your customers, to understand and anticipate their evolving individual needs and maximize the life-time value of this relationship.

The above diagram illustrates the cycle of activities by which an organisation analyses its customers, targets potential customers, targets potential customers makes them aware of its offerings, acquires those customers, managers interactions with them, delivers value to them, develops a relationship with them over time and resolves their issues when things go wrong.