Starting a business in the modern world is almost impossible without the use of technology, which means that business communication today is based on information and communication technology. Considering the ubiquity of the Internet and the growing number of Internet users, modern companies try to use as many advantages and opportunities as possible. Electronic customer relationship management provides the possibility of interaction between companies, customers and employees through web technology. This process combines software, hardware, process and management responsibilities and is designed to support a companywide CRM management business strategy. An effective E-CRM system tracks customer history in real time across multiple channels, establishes and maintains an analytical database, and optimizes customer relationships from three aspects: attraction, expansion, and maintenance. The main advantage of using web technologies to interact with customers is the automation of the process itself, which can increase efficiency and reduce agent workload and support costs. However, the same automation can also be considered a disadvantage, because consumers are systematized into a certain group, and not individually