Final answer:
The customer relationship management era focuses on building long-term relationships with customers through a strategy that incorporates technology and globalization trends, which contribute to increased competition in the market.
Step-by-step explanation:
The customer relationship management era is the business era in which firms seek ways to build long-term relationships with customers by managing every interaction. With the rise of communications technology and globalization, there has been a significant shift in how markets are defined. This has led to increased competition and the need for businesses to foster stronger bonds with their customers. In particular, business-to-business websites have made it easier for suppliers and buyers around the world to connect, amplifying the competitive landscape and underscoring the importance of managing customer relationships effectively.