Alireza Abdolhosseini Khaligh - Marketing Lecturer and Project Manager (Faculty of Management, Economics and Accounting -Islamic Azad University of Tabriz (I.A.U.T)
Alireza Miremadi - Marketing Professor and MBA Director (MBA dept. Faculty of Management - Sharif University

Abstract. In today’s competitive world, IT has overshadowed business processes significantly. The Internet has increased the bargaining power of customers more than that of in the past. The purpose of this study is to find the relationship between effective factors of eCRM and satisfaction from customers’ point of view in order to conduct the Iranian retailers to get success in enhancing satisfaction of customers in this sector. With this Approach, the findings of this study reveal critical success factors and determinants of improvement in the retailing sector by employing of eCRM system

Internet; eCRM; Satisfaction; e-Retailing Model; CSF