SUMMARY
Today, the electronic customer relationship management (E-CRM) performance has very important results for business such as repeat purchase, word of mouth, retention, brand loyalty and customer satisfaction. Therefore, the purpose of this research is to identify the components and factors affecting on electronic customer relationship management performance in Iran telecommunications industry. In this research, the most important factors affecting on E-CRM are ease of use, usefulness, enjoyment, usability and e-service quality. A questionnaire was used to collect data. Data gathered with questionnaire from students of Bushehr universities. Finally, 303 questionnaires were returned and analyzed. For test the hypothesis, we use Pearson correlation and multi regression. Results showed that e-service quality and usability have a statistically positive effect on E-CRM performance and ease of use, usefulness and enjoyment have not a statistically effect on it.