A customer relationship management has emerged as a powerful tool for  marketing of product and services. Having the record of  customer's product likes and dislikes, their psychology and demography, the CRM  help  to build up a detailed picture of their tastes, needs and buying habits. Applying digital data and CRM analytics will improve the CRM activity in the process of e commerce. The  more you understand your customers, the easier it is to target new prospects and boost sales. Digital tracking of customer and establishing effective relationship and strong social network will definitely enhance customer loyalty towards e- commerce.

Thank you very much sir.

Our latest work (still submitted for publication) supported the role of "customer knowledge"  in the process of improving customer retention and satisfaction. 

It is also imperative to see trust as a determinant of CRM success in e-commerce.

Your question seems to be three questions: 

1) How to improve the CRM activities in E-commerce industry ?

I'm sure you've have heard or read these buzz words such as omni-channel, Big Data analytics, and Internet of things. These will all contribute to the growing needs of e-commerce and its impact in the not so distant future. 

2) Driving factors of customer loyalty towards E-commerce in mobile industry?

This I think has very much to do with the culture and market research of the geography you live in. My personal experience from the USA, customer loyalty was contracted for 2-years if you wanted to cheaper phone plan. My other experience in Europe, is more hyper competitive market with little loyalty. I have not personally researched much into this, but I say Legislation of the telecommunication companies, and market research of amount of competitors and product differentiations would be the best drivers towards loyalty  as well as a customer preferences on what they value from a mobile company.

3) CRM and delivery systems.

This questions seems very much tied into the first yet you separate them? 

I recommend in the topic post to keep it simple and one question at a time. Unless you can explain where the connections is in all three questions, It is hard to tell what the main topic is that you are basing all your questions around. Is the main theme CRM or mobile industry, or Loyalty in e-commerce. Seems a bit convoluted and needs to be more precised to get the answers you want and can help you. 

thank you very much Olivia Heslinga for the response, I am very much enlightened by your summary

A few things that my co-authors and I have looked at relate to the Technology Acceptance Model (TAM), Need For Touch (NFT), and consumers' enjoyment or "flow" (an optimal cognitive state).

NFT relates to consumers' desire to have tactile experiences with products and (not surprisingly) is limited when consumers buy products online, either with a computer or mobile application. Companies can engage in factors that provide product- or service-related cues that can ameliorate consumers' NFT.

Article Need for touch and two-way communication in e-commerce

Flow is an optimal experience where consumers become truly focused on an experience... they may even lose track of time. We found that it directly affects satisfaction and that product and service-related cues affect flow.

Article Antecedents and consequences of flow state in e-commerce