Understanding CRM for E-business
Overview/Description
To describe the important role of CRM within e-business and outline how the roles of sales, marketing, and service can contribute to a CRM strategy
Target Audience
Corporate and enterprise-wide business professionals involved in sales, marketing, and customer service in an e-business environment or business professionals from any discipline with responsibility for any aspect of a CRM strategy
Prerequisites
The E-business Revolution and Building an E-business learning paths
Expected Duration
190 Minutes
Objectives:
Understanding CRM for E-business
describe the role of the Internet in enabling e-CRM.
describe how to compete effectively online, how to measure return on relationships, and how to achieve customer lock-on.
explain the challenges and pitfalls of CRM in e-business.
explain why failure to identify critical success factors can be linked to the failure of CRM projects.
describe what CRM and e-service is, what the issues are in implementing an e-service solution, and how a company develops a customer-centric approach to business in the twenty-first century.
identify and discuss the key areas in which online companies can fail to meet customer expectations.
identify the key issues in optimizing the sales function in an e-business environment.
discuss sales-force automation.
explain the growth of web communities as part of CRM.
discuss the impact of Business Webs on marketing.
Course Number: 31632_eng