Document Type

Closed Project

Publication Date

Spring 2012


Timothy Anderson

Course Title

Managing New Technology Introduction

Course Number

ETM 548/648


Customer relations -- Management -- Effect of technological innovations on, Portland State University, Web 2.0, Customer relations -- Management -- Effect of the Internet on


In the 90’s business practices was revolutionize through a concept that introduce a new way for business to interact with their clients and customer bases. The new concepts that change the way business’s relationship with a new concept called CRM (Customer / Constituent Relationship Manager). Through the emergences of database, CRM allows information to be stored and access by management to improve customer services, information tracking, and customized services to the customer’s needs.

As technology involve through the evolution of PC (Personal Computer) and information system, software begins to incrementally improve CRM to meet the requirements across vast of industries. CRM was able to run on computer as an application and organizations were utilized and access CRM to increase business’s goals.

The rise of the Internet changed the use of CRM from organization running offsite storages. This reduces significant of resources and investment with the possibility of the Internet; organization was able to transition to Internet solution. Through the evolution of web 2.0, the use of the Internet transitioned from static to dynamic. Server-sided application boomed bring interactivity to the web environment with social media, web applications, interactive applets, and accessing the web anywhere through the use of mobile devices. This opens the world of the Internet with online businesses and e-commerce.

The evolution of web 2.0 introduces Internet dynamics and pushes a growing use of ecommerce and online businesses. The transitioning of online businesses, e-commerce, and web 2.0 environments has pushed the traditional CRM as software to net environment centered ECRM (Electronic Customer / Constituent Relationship Management).


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