ABSTRACT
This chapter introduces eCRM, personalization and the e-business extranet. It explores the benefits of eCRM to e-businesses and how to develop a strategy for it. It also defines and reviews personalization – how to develop it within your e-business plan, the approach and technologies for delivering it and who's doing it. Finally, it introduces extranets – private, secure Internet-based trading and information environments used by businesses to engage customers and meet their specific needs.
