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Electronic Customer Relationship Management (ECRM) is the "online" version of a CRM system (though nearly all new CRM systems have at least some online component today).
CRM software helps your enterprise organize, track, and manage customer relationships. The best CRM systems include all business processes in sales, marketing, and service that touch the customer (lead tracking, support services, sales, past inquiries, etc). The systems can be customized for your particular business processes: you could create a CRM system to track information about your customer relationships in sufficient detail so that management, salespeople, people providing service, and even the customer can access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer has purchased, etc.
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