Customer Relationship Management - eCRM Overview/Description Target Audience Expected Duration Lesson Objectives Course Number Overview/Description
Customer Relationship Management: eCRM introduces the students to managing customer relationships over the Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user.
Target Audience
This series is intended for managers, supervisors, customer service representatives, and anyone within an organization who wants to better understand the techniques of building customer loyalty. It is recommended that individuals take the first two courses in the series or have equivalent knowledge.
Expected Duration (hours)
2.5
Lesson Objectives Customer Relationship Management - eCRM
Identify the definition of eCRM
Identify the features of eCRM
Identify the disadvantages of eCRM
Identify ways to overcome the disadvantages of eCRM
Identify eCRM opportunities for automating a company's marketing processes
Identify eCRM opportunities for automating a company's sales processes
Identify eCRM opportunities for automating a company's customer service processes
Identify eCRM opportunities for automating a company's accounting processes
Match the type of user with the eCRM feature that will provide the most benefit to that user
Identify ways a company can customize its eCRM marketing efforts
Identify ways eCRM enables companies to achieve CRM goals
Course Number: en_US_44033_ng