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CRM: The Sales Perspective

ITF001

English

Audience Details:

9

CRM: The Customer-centric Solution learning path

Corporate and enterprise-wide business managers and professionals involved in sales in an e-business environment

This learning path examines CRM from a sales perspective. It describes how CRM can improve customer contacts, optimize technology, and increase sales.

After learning this courses you should be able to:

To describe the effect of CRM on sales, service, and customer satisfaction
To explain how CRM enables companies to better manage their contact with customers
To explain how changes in technology are helping to drive CRM

Hands on pratice - Simulations

Course Structure: Unit Titles and Topics Covered

Service and customer satisfaction
-Service concepts
-Challenges to tradition
-Transparency and trust
CRM and customer life-cycle management
-Progressing toward CRM
-The customer life cycle
-The role of the Internet (e-CRM)
Putting the customer in focus
-The basics of data mining
-Measuring customer satisfaction
-Personalization and customer profiling
-The selling chain
-Sales-force automation
Implementing CRM strategies
-Implementing CRM strategies
Getting to know your customers
-The customer-intelligent organization
-Value through channel management
-Customers as strategic assets
-Utilizing customer feedback
Customer contact centers
-Open and secure interaction
-Automation and self-service
-The call center
-Customer contact options
-The integrated customer contact center
Enhancing your customer contact center
-Enhancing your customer contact center
-Technology as a sales enabler
-The technology landscape
-Front office and contact centers
-Sales automation
-Essential integration
-Wireless technologies
-CRM frameworks

Curriculum Info:

Business Skills

Personal Use License Price $450.00

Contact your Eno Learning Consultant or call 877-298-1322 to order. For organizational purchases, please contact the sales office nearest you.

Available Online and Multimedia CDs

	CRM: The Sales Perspective
	ITF001
	English

Audience Details:
	9
	CRM: The Customer-centric Solution learning path
	Corporate and enterprise-wide business managers and professionals involved in sales in an e-business environment
	This learning path examines CRM from a sales perspective. It describes how CRM can improve customer contacts, optimize technology, and increase sales.
	After learning this courses you should be able to:
	To describe the effect of CRM on sales, service, and customer satisfaction To explain how CRM enables companies to better manage their contact with customers To explain how changes in technology are helping to drive CRM
	Hands on pratice - Simulations

Course Structure:	Unit Titles and Topics Covered
	Service and customer satisfaction -Service concepts -Challenges to tradition -Transparency and trust CRM and customer life-cycle management -Progressing toward CRM -The customer life cycle -The role of the Internet (e-CRM) Putting the customer in focus -The basics of data mining -Measuring customer satisfaction -Personalization and customer profiling -The selling chain -Sales-force automation Implementing CRM strategies -Implementing CRM strategies Getting to know your customers -The customer-intelligent organization -Value through channel management -Customers as strategic assets -Utilizing customer feedback Customer contact centers -Open and secure interaction -Automation and self-service -The call center -Customer contact options -The integrated customer contact center Enhancing your customer contact center -Enhancing your customer contact center -Technology as a sales enabler -The technology landscape -Front office and contact centers -Sales automation -Essential integration -Wireless technologies -CRM frameworks
Curriculum Info:
	Business Skills
	Personal Use License Price $450.00
	Contact your Eno Learning Consultant or call 877-298-1322 to order. For organizational purchases, please contact the sales office nearest you. Available Online and Multimedia CDs