Course Status:	Released	Courseware Features
Course Language:	English
Course Duration:	4 Hours
Deployment Options:	Online, Interactive CDs, Network, Downloads, Intranet

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

Course Aim

This learning path provides an in-depth, practical understanding of the planning and implementation of CRM in e-business. It focuses specifically on the areas of sales, marketing, and customer service.

Learning Objectives

To describe how CRM engines are helping to drive e-business

Topics Covered

The five primary CRM engines The analysis and segmentation engine The personalization engine The broadcast engine The transaction engine Customer contact management Automation and self-service The integrated customer contact center Web-enabled virtual contact centers Contact centers in the e-world Emerging technologies CRM frameworks Building a CRM framework Mobile CRM Customer intelligence technologies Constructing an e-CRM structure

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