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=== eCRM strategy components ===
When enterprises integrate their customer information, there are three eCRM strategy components<ref name="Reponen, Tapio(2003) ''Information Technology-Enabled Global Customer Service'', p288"/>:
# Operational: Because of sharing information, the processes in business should make customer’s need as first and seamlessly implement. This avoids multiple times to bother customers and redundant process
# Analytical: Analysis helps company maintain a long-term relationship with customers.
# Collaborative: Due to improved communication technology, different departments in company implement (intraorganizational) or work with business partners (interorganizational) more efficiently by sharing information.
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