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The eCRM or electronic customer relationship management encompasses all the CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers making use of information technology (IT). eCRM is enterprises using IT to integrate internal organization resources and external "marketing" strategies to understand and fulfill their customers needs. Comparing with traditional CRM, the integrated information for eCRM intraorganizational collaboration can be more efficient to communicate with customers.〔Reponen, Tapio(2003) ''Information Technology-Enabled Global Customer Service'', p288〕 ==From Relationship Marketing to Customer Relationship Management== The concept of relationship marketing was established by marketing professor Leonard Berry in 1983. He considered it to consist of attracting, maintaining and enhancing customer relationships within organizations.〔 〕 In the years that followed, companies were engaging more and more in a meaningful dialogue with individual customers. In doing so, new organizational forms as well as technologies were used, eventually resulting in what we know as customer relationship management. The main difference between CRM and e-CRM is that the first does not acknowledge the use of technology, where the latter uses information technology (IT) in implementing RM strategies.〔L. Ryals and A. Payne, "Customer relationship management in financial services: towards information-enabled relationship marketing," ''Journal of Strategic Marketing'' vol. 9 no. 1 (2001): 3-27.〕 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「ECRM」の詳細全文を読む スポンサード リンク
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