Cultural factors are often identified as a crucial influence on the success or failure ofInformation Systems in general and Electronic Customer Relationship ManagementSystems (eCRM) in particular. Several researchers have suggested ways in whichmanagement can accommodate these factors or solve...

As this paper takes new approach to defining and studying CRM, it defines CRM as a business strategy that seamlessly integrates every aspect of business that touches customer. Going through CRM literature, the authors notice that, there are different objectives for CRM systems i.e. retains...