Regardless of a companies objectives an e-CRM solution must possess certain key characteristics. It must be:

• Driven by a data warehouse.
• Focused on consistent metrics to assess customer actions across channels
• Built to accommodate the new market dynamics that place the customer in control.
• Structured to identify a customer's profitability or profit potential, and to determine effective investment allocation decisions accordingly, so that most profitable customers could be identified and retained and the resources could be invested In relationships, which are most profitable.

Technological and Business issues involved

The technology and business issues involved in e-CRM are,

• Switching Costs: involved in shifting to the new system.
• Scalability and Reliability: Whether the system would be able to adapt to new levels of usage and functionality.
• Security: The information risks arising because of the threats to data integrity, violations of confidentiality and data integrity should be taken care of.

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