Document Type : Review Article
Department of Management, Zanjan Branch, Islamic Azad University, Zanjan, Iran
Department of Management, Marketing, Sufi Razi Non-Profit Higher Education Institute, Zanjan, Iran
The purpose of this study is to study electronic customer relationship management (E-CRM) and its performance. In this research, using the findings of previous research and the information available in databases, the information required for the research has been collected by secondary study method, so that electronic customer relationship management can be analysed by review-analytical method. The results of the present study show that e-customer relationship management is one of the requirements of today's world organizations and is one of the pillars of customer acquisition and retention and profitability for companies and the organizations.