Creating Online Customer Loyalty

Overview/Description
To explain the importance of providing for customer-service expectations and of CRM and SCM

Target Audience
Business managers, business analysts, project managers, prospective managers, and any other employees seeking advanced competency in the areas of e-commerce and e-business

Prerequisites
The E-business Revolution learning path or a comparable foundation level course

Expected Duration
120 Minutes

Objectives:

Creating Online Customer Loyalty

  • discuss online customer service and explain the need for a specialized e-business fulfillment system.
  • discuss online customer service.
  • explain CRM and the importance of integrating customer-facing functions.
  • describe the significance of building customer relationships and core CRM process competencies.
  • discuss online personalization and explain how to implement a personalization strategy.
  • discuss the role of selling-chain management in the modern sales process.
  • describe the forces driving selling-chain management.
  • discuss selling-chain infrastructure and describe how to implement a sales-automation system.


    • Course Number: 8407_eng