ECRM Features in Telecommunication Websites

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Executive Summary

Electronic Commerce (ecommerce) is very important nowadays since its introduction during the inception of the Internet. Organizations had realized the advantages of using the Internet for making online transactions especially for cost reduction and also improved customers' satisfaction. The electronic Customer Relationship Management (eCRM) features are the main factors that contribute to the success of any ecommerce web site. It is essential to identify the common eCRM features in service industry, and the features, which could be implemented in the Telecommunication web sites. Thus, by comparing Malaysian Telecommunication and Asia region web site and also with other regions had revealed important pattern of eCRM features used by these web sites.

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