This book provides executives and project managers with clear and accessible orientation knowledge on CRM and e-CRM projects. It conveys success factors and concepts for implementing CRM in companies and presents the new possibilities of e-CRM in the context of holistic customer management. In addition to methodological questions, it highlights IT-related, procedural, and organizational challenges, outlines implementation proposals, and addresses legal frameworks. In the spirit of information networking, particular attention is given to integration into the structures and processes of companies. The network economy is characterized by increasing connectivity within and between companies. However, the focus is increasingly on building and managing customer relationships, which is a logical continuation of this trend.