Benefits of ECRM

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The benefits of CRM, including call centers and eCRM, are in the areas of e-sales force automation, e-marketing, and e-payment, among others. These communication means and web-based call centers put representatives in front of the computer screen with interactive voice response software that enables automated dialing, faxing, e-mail and Internet capabilities. eCRM will be the difference between winners and losers in the e-business world of the 21^st century. While productivity gains derived from these applications have played a role in improving efficiency and productivity, deployment time and cost continue to remain significant obstacles (Berson, Smith, & Thearling, 1999, p. 50).

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