The e-book website provides information to its customers, the website serves as a face value to the customers as well as sales and marketing activities are also taking place on the website. The order taking from the customers, the delivery to the customers and the constant focus on customer service depicts that this website is an e-commerce website.
The ebook website also focuses on internal processes such as human resource for creating their own e-books and selling them as well, development of new products, knowledge management elements and so on. The ebook website provides ebook software for the customers for professionally creating their ebook and selling them into the e-business market as well. These factors mostly cover the e-business requirement for any organisation that is operating online.
Therefore the purpose of selecting the ebook website is that after careful examination it can be clearly depicted that this website is an e-commerce as well as an e-business website and has a strong core concentration in the customer relationship management issues.
E-CRM can be defined as the combination of the following elements such as the commitment of management, the application, the hardware and software elements of the business (Dyche, 2001). The success of e-CRM greatly depends upon the objectives of the organisation. E- CRM can be categorized into two types. They are the Analytical e-CRM and the Operational e-CRM. Analytical e-CRM can be defined as a continuous process of the data collection process of the customer (Burnett, 2001).
The main aspects that deal with analytical e-CRM are in the identification of needs of the customers and then accordingly fulfilling the needs of the customer. It is an utmost necessity to address the needs of the customers at all times for successful business requirements.