eCRM ties customer relationship management with the e-business. This paper suggests the functional frame of eCRM should base on the customer value to realize the win-win strategy for both the companies and their customers. The main functions to support these are explained and a functional frame model is proposed
Liang, Bing and Chen, Bocheng, "Analyzing the Functional Frame of eCRM Based on Customer Value" (2002). ICEB 2002 Proceedings. 105.