Customer relationship management (CRM) is a system for managing a company’s interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support
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
Differences between CRM and eCRM

Major differences between CRM and eCRM

Customer contacts
CRM – Contact with customer made through the retail store, phone, and fax
eCRM – All of the traditional methods are used in addition to Internet, email, wireless, and PDA technologies

System interface
CRM – Implements the use of ERP systems, emphasis is on the back-end.
eCRM – Geared more toward front end, which interacts with the back-end through use of ERP systems, data warehouses, and data marts
System overhead (client computers)

CRM – The client must download various applications to view the web-enabled applications. They would have to be rewritten for different platform
eCRM – Does not have these requirements because the client uses the browser

Customization and personalization of information
CRM – Views differ based on the audience, and personalized views are not available. Individual personalization requires program changes
eCRM – Personalized individual views based on purchase history and preferences. Individual has ability to customize view

System focus
CRM – System (created for internal use) designed based on job function and products. Web applications designed for a single department or business unit
eCRM – System (created for external use) designed based on customer needs. Web application designed for enterprise-wide use.

System maintenance and modification

CRM – More time involved in implementation and maintenance is more expensive because the system exists at different locations and on various servers.
eCRM – Reduction in time and cost. Implementation and maintenance can take place at one location and on one server.