This paper presents a framework to assist banks in systematically evaluating their readiness for electronic customer relationship management (eCRM) by identifying organisational strengths and weaknesses. The aim is to facilitate a strategic assessment of eCRM readiness before implementation, thereby minimising the risk of failure due to inadequate understanding of critical eCRM dimensions and influencing factors. The proposed framework divides the assessment process into three phases: pre-deployment readiness, during-deployment readiness, and post-deployment maturity assessment. This study focuses on the first two phases, while the maturity assessment will be addressed in subsequent research.