|
Provided by: Serebra Learning Corporation e-Business Part 7: Satisfying the CustomerCustomer Service |
 |
Training
Provided by Serebra Learning Corporation
This is the seventh course in an eight part series. Subjects covered in this course include marketing strategies customer relationship management and selling-chain management. In addition students will focus on how to use an e-Business environment to better attract retain and satisfy customers.
|
|
||||||||||
e-Business Part 7: Satisfying the Customer
Serebra Learning Corporation 119 - 7565 132nd Street Surrey BC V3W 1K5 Canada
Audience
The audience for this course includes Technical Managers Business Managers and Project Managers. In addition students should have taken the first 6 parts in this series (13782-13787).
Objective
- Identify techniques for using the Internet as a marketing tool.
- Identify the elements required to build customers' trust.
- Identify the guidelines for selecting a domain name.
- Identify the features of marketing online.
- Identify the considerations for attracting customers.
- Identify the features of a banner ad strategy.
- Identify the features of customer relationship management (CRM).
- Identify the features of customer life cycle management.
- Identify customer relationship trends.
- Identify the features of sellingchain management.
- Identify the goals of sellingchain management.
- Identify the business drivers influencing sellingchain management.
Topics Include
Unit 1: Marketing Fundamentals
- Identify techniques for using the Internet as a marketing tool.
- Identify the elements required to build customers' trust.
- Identify the guidelines for selecting a domain name.
- Identify features of competitor analysis.
- Identify the features of successful Web site design.
- Identify content considerations for an e-business Web site.
- Identify the guidelines for localizing your Web site.
- Identify the guidelines for providing access to information in your Web site.
- Identify the guidelines for selecting an Internet service provider (ISP).
- Identify factors to consider when maintaining a Web site.
- Identify the guidelines for marketing your Web site.
- Identify the features of search engines that relate to branding.
- Identify the features of measuring success.
- Identify the issues surrounding content delivery on noncomputer devices.
- Identify the role of e-mail in e-business.
- Identify the features of spam.
- Identify the features of signature lines and autoresponders in e-mail.
- Identify the guidelines for managing an e-mail database.
- Identify the features of e-mail in online direct marketing.
- Identify the guidelines for using e-mail in customer relations.
Unit 2: Marketing Techniques
- Identify the features of marketing online.
- Identify the considerations for attracting customers.
- Identify the features of a banner ad strategy.
- Identify the features of virtual societies.
- Identify the guidelines for marketing in newsgroups.
- Identify the features of database technologies.
- Identify the public relations strategies used to publicize an e-business.
- Identify the benefits of sponsorship.
- Identify the features of advertising offline.
Unit 3: CRM
- Identify the features of customer relationship management (CRM).
- Identify the features of customer life cycle management.
- Identify customer relationship trends.
- Identify the features of customer relationship management (CRM) architecture.
- Identify the features of customer relationship management (CRM) competencies.
- Identify the features of next-generation customer relationship management (CRM).
- Identify customer relationship management (CRM) implementation challenges.
- Identify customer relationship management (CRM) trends.
- Identify the guidelines for implementing a customer relationship management (CRM) infrastructure.
Unit 4: Selling-Chain Management
- Identify the features of selling-chain management.
- Identify the goals of selling-chain management.
- Identify the business drivers influencing selling-chain management.
- Identify the technology drivers influencing selling-chain management.
- Sequence the steps in the order acquisition process.
- Identify the elements of the selling-chain infrastructure.
- Identify the opportunities that new selling techniques have provided for Supersoft2000.
Duration
8
Minimum Requirements
The CDROM version of this course requires:
- At least a 486DX 33Mhz CPU.
- Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
- At least 8MB RAM.
- At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
- At least a double speed CDROM drive.
- An MPC compliant sound card with attached speakers or headphones is recommended (Currently only the CDROM version supports audio).
- At least a 486DX 33Mhz CPU.
- Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
- At least 8MB RAM and 22MB available hard disk space or file server space.
- At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
Media
Serebra Learning Corporation 119 - 7565 132nd Street Surrey BC V3W 1K5 Canada
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
