Electronic Customer Relationship Management

Overview/Description
 To compete effectively in today's marketplace, companies must be customer-focused rather than product-focused. And they must make use of current technologies to stay ahead of the competition. Electronic customer relationship management (e-CRM) is a way to integrate these new approaches throughout an organization. This course will introduce you to methods of using e-CRM to reach new heights of customer satisfaction.

Target Audience
 Employees and managers interested in improving customer service

Expected Duration
3.0 hours

Lesson Objectives:

Driving Forces behind e-CRM

  • identify benefits of understanding the driving forces behind e-CRM.
  • identify forces that lead to e-CRM implementation.
  • identify business functions addressed by e-CRM applications.
  • identify principles for improving business practices through e-CRM.

    • Creating an e-CRM System

  • recognize the value of creating an e-CRM system.
  • apply information storage techniques to maximize information storage capabilities in given situations.
  • identify methods of recognizing customer expectations.
  • identify ways data warehousing works within an e-CRM system.

    • Personalization

  • recognize benefits of personalizing customer service.
  • identify methods of using technology to personalize customer service.
  • identify techniques for using e-CRM to reach customers.
  • apply techniques of improving the customer transaction process through e-CRM in a given business scenario.

    • Data Mining: the Key to e-CRM

  • recognize the importance of data mining in e-CRM.
  • match the appropriate approach of developing data-mining capability in an e-CRM system to specific situations.
  • match three analytical techniques used to support e-CRM with the appropriate description of each.
  • identify types of data mining and other e-CRM support products.

    • Course Number: EBUS0112