ABSTRACT
Customer relationship management (CRM) indicates a comprehensive strategy and an interactive process intended to achieve an optimum balance between corporate investment and the satisfaction of customer needs to generate the maximum profit. Electronic customer relationship management (e-CRM) and mobile customer relationship management (m-CRM) refer to CRM using the Internet and wireless technology plus a database, OLAP, data warehouse, data mining, etc. In order to gain an understanding of the efficiency of implementing an e-CRM and m-CRM system within the business context, there is a need to develop theoretically and empirically an evaluation process for the e-CRM and m-CRM system and survey its impact on service quality.
