E-CRM, Issues of Semantics, Domain and Implementation

There are debates about the concept of e-CRM as it has evolved and as it stands today. The present paper tries to delve into and explain the realms of e-CRM as a concept and tool by tracing an evolutionary path starting from the origins of Relationship Marketing through CRM and then to the concept of e-CRM. CRM as a concept has been explained by identifying the major components and implementation imperatives.The paper also discusses the problems in implementing e-CRM solutions in organizations, emphasizing upon the need to first prepare the ground well for the fruitful implementation of such solutions