e-CRM is a term usually applied to Web-based CRM technology. Typically, this would include a host of self-service Web sites, such as: Customer Service, Order Entry, Technical Support, Partner Extranets, Product Design & Configuration Services, etc. So, these are Web-architected applications that require both back-end integration and workflow design and integration efforts. The key to a piecemeal approach is laying out a conceptual design framework that provides a migration path to the future and satisfies your firm's strategic goals. Then, you can "plug in" each component into the overall structure, with some assurances that it will all work as anticipated.
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