CRM和ECRM的区别

现在，互联网已经改变了一切，商业标准、程序、管理也不例外。互联网给商业世界带来了很多技术变革。最初CRM是建立客户关系和推动业务发展的唯一途径，现在已经慢慢被eCRM取代，对业务增长产生了巨大影响。所以现在让我们深入了解它们之间的区别。

1. 客户关系管理(CRM)：
CRM 是指客户关系管理。它包括使企业能够形成、管理和跟踪与其客户的关系和沟通以促进业务增长的流程和系统，但 CRM 基于传统系统，如基于网络的零售店、电话或传真客户联系。在客户关系管理中，关系的本质是简单和静态的。

2. 电子客户关系管理(ECRM)：
eCRM 是指电子客户关系管理。它比 CRM 领先一步，是 CRM 在电子商务环境中和通过互联网的适应。在这里，每一次交流都是通过互联网进行的，例如从获得客户支持到在线购买、客户关系管理到客户反馈/建议收集等。在电子客户关系管理中，关系的性质是复杂和动态的。

CRM和ECRM的区别：

S.No.	CRM	E-CRM
01.	CRM stands for Customer Relationship Management.	E-CRM stands for Electronic Customer Relationship Management.
02.	CRM applies traditional tools and standards to perform its operation.	E-CRM applies electronic/digital tools and standards to perform its operation.
03.	In CRM customer contact is initiated through retail store, telephone or fax.	Along with telephone, in E-CRM customer contact is initiated through the internet, email, wireless, mobile and PDA technologies.
04.	in CRM Customer service is time and space constraint.	Customer service can be provided at any time from any location.
05.	In Customer Relationship Management wide area coverage is not possible.	In Electronic Customer Relationship Management wide area coverage possible.
06.	In CRM quick response is possible through telephonic call.	In E-CRM quick response may or may not happen poor response
07.	In CRM system is designed around products and job function.	In E-CRM system is designed around customer needs.
08.	Customer Relationship Management is more effective.	In eCRM optional response limits its effectiveness.
09.	It may or may not provide so attractive options.	It provides attractive options as it uses audio visual features, animations etc.
10.	In CRM web based applications needs PC clients and also which needs to be downloaded separately in various platforms.	In Electronic Customer Relationship Management no such requirement, internet is the backbone and the browser is the customers portal to e-CRM.
11.	In CRM the nature of relationship is simple and static.	In eCRM the nature of relationship is complex and dynamic.
12.	CRM implementation is longer and management is costly as the system is situated at various locations and on several servers.	In E-CRM reduced time and cost. System implementation and expansion can be managed on one location and on one server.
13.	Customization of information is possible but requires little changes in system.	Customization of information for each person is very easy.
14.	Innovation is optional in CRM.	Innovation is necessary in E-CRM.
15.	In CRM the data is secured as there is no involvement of internet and no additional cost is incurred for data security.	In eCRM the data is not so secured as there is involvement of internet but security can be provided with firewalls etc and additional cost is incurred for data security.