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 UNIT 1 What Is Customer Relationship Management (CRM)? Customer Relationship Management (CRM) is often referred to as a process, strategy, or software/technology that enables organizations to manage relationships with their customers, vendors, and suppliers. What Does Electronic Customer Relationship Management Mean? Electronic customer relationship management (E-CRM) is the application of Internet-based technologies such as emails, websites, chat rooms, forums and other channels to achieve CRM objectives. It is a well-structured and coordinated process of CRM that automates the processes in marketing, sales and customer service. An effective E-CRM increases the efficiency of the processes as well as improves the interactions with customers and enables businesses to customize products and services that meet the customers’ individual needs. Vikatu- Explains Electronic Customer Relationship Management Electronic customer relationship management provides an avenue for interactions betwee