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. |