Electronic customer relationship management (E-CRM) and its performance, challenges and solutions

Document Type : Review Article


1 Department of Management, Zanjan Branch, Islamic Azad University, Zanjan, Iran

2 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.


Main Subjects

Volume 1, Issue 3
September 2018
Pages 33-50
  • Receive Date: 10 June 2018
  • Revise Date: 18 July 2018
  • Accept Date: 13 August 2018