1. Define customer relationship management (CRM) and identify the major benefits to e-marketers.

2. Outline the three pillars of relationship marketing for e-marketing.

3. Discuss the nine major components needed for effective and efficient CRM in e marketing.

4. Describe social CRM and how it relates to traditional CRM.

5. Highlight some of the company-side and client-side tools that e-marketers use to enhance their CRM processes.