Abstract:

Nowadays, in organization in information age, companies are shifting their business strategies from product-oriented to customer-oriented (Bose, 2002). Since organizations are overwhelmed by a wide scope and huge amount of data/information about customers. Yet organizations find it difficult to extract valuable information. To remedy this problem many organization use e-Customer Relationship Management (e-CRM) packages. CRM can help companies to succeed in the world of e-business. Not only large, multinational companies, but also Small companies are increasingly seeking to implement CRM in order to find a competitive advantage on which to base their business’s prospects for longevity. So we need to identify the success factors, failures and the reasons of not deploying e-CRM applications in Egypt.  Therefore, this paper investigates the reasons for such failure by examining the degree organisational readiness to deploy e-CRM packages. This investigation will find out if the degree of e-CRM readiness can be matched to an appropriate level of e-CRM support in the banking sector.