ISSN 2394-5125
 

Review Article 


ANALYZING THE ROLE OF E-CRM IN MANAGING CUSTOMER RELATIONS: A CRITICAL REVIEW OF THE LITERATURE

Nidhi Kampani, Deepika Jhamb.

Abstract
E-commerce has emerged as a convenient tool for companies to serve customers with integration of online sales and marketing. Despite being an automated self-service solution to customers, the e-CRM applications lacks focus on effectively serving each customer needs. The aim of the present study is to explore the concept of e-CRM and its various strategies in designing its practices and applications for building customer relations through review of literature. The study carries strong implications as it identifies the strategic role of e-customer relationship management (e-CRM) in providing personalized and customized support to customers.

Key words: E-Commerce, Customer Relationship Management, Technology, Customer Service, Customized Services.


 
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How to Cite this Article
Pubmed Style

Nidhi Kampani, Deepika Jhamb. ANALYZING THE ROLE OF E-CRM IN MANAGING CUSTOMER RELATIONS: A CRITICAL REVIEW OF THE LITERATURE. JCR. 2020; 7(4): 221-226. doi:10.31838/jcr.07.04.41


Web Style

Nidhi Kampani, Deepika Jhamb. ANALYZING THE ROLE OF E-CRM IN MANAGING CUSTOMER RELATIONS: A CRITICAL REVIEW OF THE LITERATURE. http://www.jcreview.com/?mno=94319 [Access: March 21, 2020]. doi:10.31838/jcr.07.04.41


AMA (American Medical Association) Style

Nidhi Kampani, Deepika Jhamb. ANALYZING THE ROLE OF E-CRM IN MANAGING CUSTOMER RELATIONS: A CRITICAL REVIEW OF THE LITERATURE. JCR. 2020; 7(4): 221-226. doi:10.31838/jcr.07.04.41



Vancouver/ICMJE Style

Nidhi Kampani, Deepika Jhamb. ANALYZING THE ROLE OF E-CRM IN MANAGING CUSTOMER RELATIONS: A CRITICAL REVIEW OF THE LITERATURE. JCR. (2020), [cited March 21, 2020]; 7(4): 221-226. doi:10.31838/jcr.07.04.41



Harvard Style

Nidhi Kampani, Deepika Jhamb (2020) ANALYZING THE ROLE OF E-CRM IN MANAGING CUSTOMER RELATIONS: A CRITICAL REVIEW OF THE LITERATURE. JCR, 7 (4), 221-226. doi:10.31838/jcr.07.04.41



Turabian Style

Nidhi Kampani, Deepika Jhamb. 2020. ANALYZING THE ROLE OF E-CRM IN MANAGING CUSTOMER RELATIONS: A CRITICAL REVIEW OF THE LITERATURE. Journal of Critical Reviews, 7 (4), 221-226. doi:10.31838/jcr.07.04.41



Chicago Style

Nidhi Kampani, Deepika Jhamb. "ANALYZING THE ROLE OF E-CRM IN MANAGING CUSTOMER RELATIONS: A CRITICAL REVIEW OF THE LITERATURE." Journal of Critical Reviews 7 (2020), 221-226. doi:10.31838/jcr.07.04.41



MLA (The Modern Language Association) Style

Nidhi Kampani, Deepika Jhamb. "ANALYZING THE ROLE OF E-CRM IN MANAGING CUSTOMER RELATIONS: A CRITICAL REVIEW OF THE LITERATURE." Journal of Critical Reviews 7.4 (2020), 221-226. Print. doi:10.31838/jcr.07.04.41



APA (American Psychological Association) Style

Nidhi Kampani, Deepika Jhamb (2020) ANALYZING THE ROLE OF E-CRM IN MANAGING CUSTOMER RELATIONS: A CRITICAL REVIEW OF THE LITERATURE. Journal of Critical Reviews, 7 (4), 221-226. doi:10.31838/jcr.07.04.41