- eCRM manages customer interactions across digital channels.
- A shared customer record makes messages relevant.
- Messaging connects to CRM through integrations or APIs.
- Consent and data protection are part of the design.
eCRM in plain words
Traditional CRM tracked calls and visits. eCRM adds the digital channels where customers now ask questions and make purchases. The goal is the same: know the customer and respond well.
What it includes
- A customer database with history and preferences
- Messaging: email, SMS, WhatsApp and voice
- Web forms and chat feeding the database
- Reports on engagement and service
Connecting messaging to your CRM
Messages work best when they use CRM data: a name, a plan, a due date. Systems connect through exports, webhooks or an API. If you need triggered messages from your own system, ask your provider about API access; our customer engagement page gives examples.
Respect the customer
Collect consent, record preferences and let people opt out of any channel. Keep access to data limited and read our privacy policy to see how Mantraxtel treats it.
Everyday eCRM tasks
- Logging an enquiry from a web form and replying within minutes.
- Sending a booking confirmation and a reminder.
- Noting a complaint and following up after it is resolved.
- Segmenting customers by last purchase for a relevant offer.
Data you do and do not need
Store contact details, consent, purchase or service history and channel preferences. Avoid collecting information you will not use. Review who in your team can see and export the data.
Getting started
- List the channels your customers use today.
- Choose one place that holds the customer record.
- Connect your messaging tools to it.
- Define two or three automatic messages.
- Review results and expand.
Sources and further reading
Rules and platform requirements change. Last reviewed . This guide is general information, not legal advice.