E-CRM - GATEWAY FOR QUALITY OF SERVICES VS RISKS AND SECURITY CHALLENGES

Managing and developing customer relationships are business activities that companies have practiced for generations. Year by year they are trying to improve this concept and technology can help them become more efficient. E-CRM (Electronic Customer Relationship Management) is one of the business concepts that, supported by information systems, manages to integrate all the processes that interact with customers. This allows businesses to keep all the information about their customers well organized and enables them to access all of it in seconds. It is widely used among almost all industries but this study aims to determine the role of E-CRM in improving the quality of service vs risks and security challenges and to describe the implementation of it in a company specialized in serving coffee and espresso machines. The role of E-CRM in this case is to provide information that is easy to access and easy to navigate through and also to fulfill the needs of every customer according to the company's marketing strategy. This paper will analyze the software used by this company, mentioning the advantages and disadvantages of it, and, in the end, present the conclusion.