Copyright © 2025 Authors retain the copyright of this article. This article is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

@article{172076,
        author = {Rakesh Kumar Giri},
        title = {USE E-CRM TO INCREASE / MINIMIZE CUSTOMER SATISFACTION / DISSATISFACTION},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {3},
        number = {4},
        pages = {376-384},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=172076},
        abstract = {Customer -related electronic management (ECRM) has attracted the attention of managers and academic researchers over the past few years. The ECRM problem was from marketing to information technology. Although there are many concerns and efforts required for successful customer relationship management in the online environment, this study argues that the key elements of eCRM include increasing customer satisfaction and loyalty, reducing customer dissatisfaction, resolving customer complaints, and improving product/service quality. The paper has covered key topics such as customer satisfaction and dissatisfaction and reviewed issues related to eCRM that have been published in recent years. The study also investigated customer loyalty and complaints, which are the outcomes of customer satisfaction and customer dissatisfaction. This study provides researchers and companies with the conclusion that a hybrid approach of marketing perspective and information systems leads to eCRM success.},
        keywords = {Electronic Customer Relationship Management (eCRM), Customer Satisfaction/Dissatisfaction, Complaining Behavior, and Customer Loyalty.},
        month = {January},
        }