Towards electronic Customer Relationship Management: An e-CRM Solutions DevelopmentMethodology

customer is felt more and more. Today organizations canʹt make it faraway without giving attention to their customerʹs needs. For this purpose organizations try out many concepts which can help them be leader in managing their customers. One such concept is the Customer Relationship Management (CRM). CRM has come a long way since its inception in business circles and its major change is felt in todayʹs internet era. The internet has given rise to the e-CRM. The concept of e-CRM is to manage the customers through the Internet. In deploying CRMle-CRM solutions, organizations donʹt tend to plan strategically and also donʹt have a proper methodology in place that will guide them in rolling out their customer initiatives at any stage of their CRMle-CRM. By Taking the above view into consideration, this article will try to define CRM in its real context, analyze the impacts of intent on it, evaluate the benefits and challenges developed by internet on customer scene. After this a po.sitional matrix will be shown that will guide organizations to position themselves on their road towards e-CRM. A guiding methodology known as e-CRM solutions development methodology will be proposed, that will guide the organizations to go through a well-defined plan to ensure the success of their customer initiatives at any stage of the positional matrix