This research examines the results of electronic customer relationship management (e-CRM) system carrying out in the … Iran banking industry from customer outlooks. Because most e-CRM carrying outs cannot be directly seen or identified by … ‘customer-based service ascribe’ to quantify e-CRM results from customers' outlooks. A full-scale field survey of 684 customers …

E-CRM emerges from the Internet and web technology to facilitate the implementation of CRM; it focuses on Internet or … web-based interaction between companies and their customers. In particular, E-CRM enables companies to provide appropriate … services and products to satisfy the customers and enhance customer loyalty. Furthermore, E-CRM features are vital for managing …