Economic Feasibility of Implementing e-CRM System A Study of Select Retail Outlets in National Capital Region, India

The rapid advancement in the Information Technology has accelerated the support of Customer Relationship Management (CRM) system. The proposition of this research is to find out the economic feasibility of e-CRM in selected retail outlets of Delhi/NCR region. Customer relationship management (CRM) system consists of the processes, a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support the processes viz. information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Prof. Anurag Sharma is working as Director-Projects,Knowledge Resource Deve.& Welfare Group-India.He is a Management Professional with Gold Medal in M.Phil in Business Management and MCA with 17+ years of experience. Prof (Dr.) Vishal Bishnoi is a Professor of Management & IT and Head-Management Studies (IMR). He has got 16+ years of experience. He has completed his Ph.D in Business Studies. He is Post Graduate in Business Management, Economics, and Computer Applications