Skip to main content

Influence of Customer Relationship Management for the Success of E-Business

  • Conference paper
  • First Online:
Information and Communication Technology for Competitive Strategies (ICTCS 2020)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 191))


Customer relationship management has recently been one of the key factors in the success of many organizations. Organizations have realized the importance of customer satisfaction and are integrating their operations with that of customer relationship to serve the customers in a better way. This paper seeks to understand the importance of CRM in e-business. It also talks about the importance of customer relationship for an organization in its growth. Relationship marketing has been studied to show how customer relationship management software can be made use of for the benefit of an organization.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Subscribe and save

Springer+ Basic
EUR 32.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or Ebook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
USD 169.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 219.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Similar content being viewed by others


  1. Anshari, M., Almunawar, M.N., Lim, S.A. and Al-Mudimigh, A.: Customer relationship management and big data enabled: personalization & customization of services. Appl. Comput. Inform. 94–101 (2019)

    Google Scholar 

  2. Bannan, K.J.: Customer relationship management, 1 July 2001. (Online). Available:,2817,17174,00.asp. Accessed 26 Jan 2018

  3. Dhillon, R., Kaur, S.: Review paper on e-business & CRM. Int. J. Comput. Bus. Res.

    Google Scholar 

  4. Amith Vikram, M.A.: E-commerce: opportunities and challenges. In: Bangalore Conference (2012)

    Google Scholar 

  5. Sayed, S., Khan, A., Syed, N.: CRM-centric E-commerce web application. Int. J. Eng. Res. Gener. Sci. (2015)

    Google Scholar 

  6. Wilson, H., Daniel, E., McDonald, M.: Factors for success in customer relationship management (CRM) systems, 2002. (Online). Available: Accessed 30 Jan 2018

  7. Usman, U.M.Z., Jalal, A.N., Musa, M.A.: The impact of electronic customer relationship. Int. J. Adv. Eng. Technol. (2012)

    Google Scholar 

  8. Kanagal, N.: Role of relationship marketing in competitive marketing strategy. J. Manage. Market. Res. 2

    Google Scholar 

  9. Tutorials Point: Customer relationship management, (Online). Available: Accessed 21 Jan 2018

  10. M.J. Kaur, Customer relationship management: a study of. Glob. J. Financ. Manage. 155–158 (2016)

    Google Scholar 

  11. David Bradshaw, C.B.: Managing customer relationships in the E-business world: how to personalise computer relationships for increased profitability. Int. J. Retail Distrib. Manage. 29(12), 520–530 (2001)

    Google Scholar 

  12. Bashar Shahir Ahmed, F.A.M.B.M.: The intelligence of E-CRM applications and approaches on online shopping industry. In: Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship, pp. 70–82 (2019)

    Google Scholar 

  13. Niharika Mishra, S.M.: Effect of artificial intelligence on customer relationship management of amazon in Bangalore. Int. J. Manage. 10(4), 168–172 (2020)

    Google Scholar 

  14. Wadhwa Bharti, W.B.P.N.: Business model of amazon India—a case study. J. Market. Manage. Res. 10(1), 32–40 (2020)

    Google Scholar 

  15. David Cosgrave, M.O.: Ethical standards and perceptions of CRM among millennial consumers. Int. Market. Rev. (2020)

    Google Scholar 

  16. Tawfik Jelassi, F.J.M.-L.: Overview of the e-Business strategy framework. In: Strategies for E-Business, pp. 35–48 (2020)

    Google Scholar 

  17. Hollebeek, L.D., Srivastava, R.K., Chen, T.: S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM. J. Acad. Market. Sci. 161–185 (2019)

    Google Scholar 

Download references

Author information

Authors and Affiliations


Corresponding author

Correspondence to Amala Siby .

Editor information

Editors and Affiliations

Rights and permissions

Reprints and permissions

Copyright information

© 2022 The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Siby, A., George, J.P. (2022). Influence of Customer Relationship Management for the Success of E-Business. In: Joshi, A., Mahmud, M., Ragel, R.G., Thakur, N.V. (eds) Information and Communication Technology for Competitive Strategies (ICTCS 2020). Lecture Notes in Networks and Systems, vol 191. Springer, Singapore.

Download citation

Publish with us

Policies and ethics