As electronic commerce spreads, web site is reorganizing to customer intention. That is, web site is changing from getting rid of supplying various information to space which offers something customers want and shares & invents information and knowledge. Specially, these phenomenon is much appearing in bank and synthesis shopping mall which customer influences on goods and service in large quantities. Web Site e-CRM(e-Customer Relationship Management) System introducing by bank and synthesis shopping mall is providing service and various contact path particular to guest, class and goods. Only, difference appearing between bank and synthesis shopping mall was that bank was constructing e-CRM System so that it can offer suitable goods and service to individual customer, but synthesis shopping mall was not so. Finally, difference appearing in e-CRM of synthesis shopping mall and bank is considered to reflected by market characteristics and industry characteristics. As effect which customer's action in on-line and off-line gets in value creation hereafter enlarges more, e-CRM using Web site is going to be raised to the surface more important. So, it is needed to construct web site which intends customer satisfaction, and introduce actively movable e-CRM which does expressed opinion during movement.

As electronic commerce spreads, web site is reorganizing to customer intention. That is, web site is changing from getting rid of supplying various information to space which offers something customers want and shares & invents information and knowledge. Specially, these phenomenon is much appearing in bank and synthesis shopping mall which customer influences on goods and service in large quantities. Web Site e-CRM(e-Customer Relationship Management) System introducing by bank and synthesis shopping mall is providing service and various contact path particular to guest, class and goods. Only, difference appearing between bank and synthesis shopping mall was that bank was constructing e-CRM System so that it can offer suitable goods and service to individual customer, but synthesis shopping mall was not so. Finally, difference appearing in e-CRM of synthesis shopping mall and bank is considered to reflected by market characteristics and industry characteristics. As effect which customer's action in on-line and off-line gets in value creation hereafter enlarges more, e-CRM using Web site is going to be raised to the surface more important. So, it is needed to construct web site which intends customer satisfaction, and introduce actively movable e-CRM which does expressed opinion during movement.

e-CRM, Web Site, Electronic commerce