Propose an E-CRM Model based on Mobile Computing Technology in Pharma Distribution Industry

In today’s world, the competition between all business areas and companies including pharma distributor has increased dramatically, so it is very important for active in distribution industry which deal with a large number of customers B2B market to establish deep long-term relationship their manage that effectively. Since CRM now enriched by new emerging technologies terms e-CRM m-CRM under developing rapidly, can play critical role empowering these strengthen customers. this research been tried have complete review mobile computing technology concept its effect on CRM. The methodology basically qualitative. After literature review, using qualitative methods interviews group 8 experts, whole initial model was derived Thematic Analysis method. Grounded Theory approach applied extract main factors sub-factors final model. Additionally, some \research techniques such as Dematel, ANP Super Decision software were used investigate interdependency, importance priority sub-factors. At last stage based proposed. four key components are Quality Content Services, Organizational Readiness, System Communication, Customer Mobile App.