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CRM: The Service 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

The learning path examines CRM from a service perspective. It describes the increasing demands that e-business places on customer service. It also explains the roles that customer contact centers have in service provision and how technology can improve the overall level of customer service.

After learning this courses you should be able to:

To describe the main characteristics of CRM and the service environment
To explain how CRM has enabled companies to become more profitable through value creation

Hands on pratice - Simulations

Course Structure: Unit Titles and Topics Covered

The service challenge
-Service concepts
-Quality and value
-Material and personal service
-Challenges to tradition
-Customization
-Transparency and trust
CRM and customer life-cycle management
-Progressing toward CRM
-The customer life cycle
-The role of the Internet (e-CRM)
Information gathering for better service provision
-The basics of data mining
-Measuring customer satisfaction
-Personalization and customer profiling
Implementing CRM strategies
-Implementing CRM strategies
Value creation for customers and enterprises
-Value through channel management
-Customers as strategic assets
-Service level agreements
-Utilizing customer feedback
CRM and customer contact centers
-Open and secure interaction
-Flexible fulfillment
-Managing customer complaints
-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
CRM technology to enable service
-The technology landscape
-Front office and contact centers
-Essential integration
-Wireless technologies
-CRM frameworks
-Building a CRM framework

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 Service 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
	The learning path examines CRM from a service perspective. It describes the increasing demands that e-business places on customer service. It also explains the roles that customer contact centers have in service provision and how technology can improve the overall level of customer service.
	After learning this courses you should be able to:
	To describe the main characteristics of CRM and the service environment To explain how CRM has enabled companies to become more profitable through value creation
	Hands on pratice - Simulations

Course Structure:	Unit Titles and Topics Covered
	The service challenge -Service concepts -Quality and value -Material and personal service -Challenges to tradition -Customization -Transparency and trust CRM and customer life-cycle management -Progressing toward CRM -The customer life cycle -The role of the Internet (e-CRM) Information gathering for better service provision -The basics of data mining -Measuring customer satisfaction -Personalization and customer profiling Implementing CRM strategies -Implementing CRM strategies Value creation for customers and enterprises -Value through channel management -Customers as strategic assets -Service level agreements -Utilizing customer feedback CRM and customer contact centers -Open and secure interaction -Flexible fulfillment -Managing customer complaints -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 CRM technology to enable service -The technology landscape -Front office and contact centers -Essential integration -Wireless technologies -CRM frameworks -Building a CRM framework
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