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Provided by: Serebra Learning Corporation Customer Relationship Management eCRMCustomer Service |
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Training
Provided by Serebra Learning Corporation
Customer Relationship Management: eCRM introduces the students to managing customer relationships over the Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user. This series is intended for managers, supervisors, customer service representatives, and anyone within an organization who wants to better understand the techniques of building customer loyalty.
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Customer Relationship Management eCRM
Audience
This series is intended for managers, supervisors, customer service representatives, and anyone within an organization who wants to better understand the techniques of building customer loyalty.
Topics
Unit 1: eCRM Characteristics
- Identify the definition of eCRM.
- Identify competitive advantages of eCRM.
- Identify the features of eCRM.
- Identify the disadvantages of eCRM.
- Identify ways to overcome the disadvantages of eCRM.
- Simulation Overview:
- In this simulation, you will meet with Dean Kramer, Icon's Director of Sales, and Robin Carlson, Icon's Director of Marketing, to discuss Icon's acquisition of Medical Supply Inc. (MSI), a company that specializes in sophisticated medical supplies. MSI was acquired to contribute to Icon's Health Care division, and the three of you are meeting to decide whether to incorporate MSI into Icon's overall eCRM efforts. As Icon's Chief Operating Officer, is it your responsibility to identify the advantages, features, and disadvantages of eCRM in order to ensure that your team will make an informed decision.
Unit 2: eCRM Automation
- Identify eCRM opportunitie
Objectives
- Identify the features of eCRM.
- Identify ways to overcome the disadvantages of eCRM.
- Identify eCRM opportunities for automating a company s sales processes.
- Identify the types of eCRM users.
- Identify ways a company can customize its eCRM marketing efforts.
- Identify ways eCRM enables companies to achieve CRM goals.
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...
