Abstract. In this paper, we approac

Abstract. In this paper, we approach electronic commerce Customer Relationship Management (e-CRM)
from the perspective of five research areas. Our purpose is to define a conceptual framework to examine the
relationships among and between these five research areas within e-CRM and to propose how they might
be integrated to further research this area. We begin with a discussion of each of the research areas through
brief reviews of relevant literature for each and a discussion of the theoretical and strategic implications
associated with some CRM technologies and research areas. Next we present our framework, which focuses
on e-CRM from the five research perspectives. We then present a theoretical framework for e-CRM in terms
of the five research areas and how they affect one another, as well as e-CRM processes and both performance
and non-performance outcomes.