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Understanding CRM for E-business

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 the important role of CRM within e-business and outline how the roles of sales, marketing, and service can contribute to a CRM strategy

Topics Covered

CRM in e-business The role of the Internet (e-CRM) The e-business case for CRM Challenges of CRM in e-business CRM challenge E-service, sales, and marketing Sales-force automation The new practice of marketing Optimizing e-sales Consumer-to-consumer relationships Leveraging CRM for e-Service Meeting customer expectations