Loyalty marketing for the Internet Age : how to identify attract serve and retain customers in an e commerce environment The benefits of eCRM The challenge of eCRM Making the transition to the internet age Improving e customer retention Creating new markets for customers with diverse needs Automating the customer loyalty process Employee loyalty in the e corporation Personalizing your marketing Virtually selling everything Anticipating your customers needs Online lead generation management security and privacy Reducing costs and increasing customer loyalty at the interaction center Increasing customer loyalty with data mining Developing eCRM projects