Customer Relationship Mgt eCRM

Training Provided by 123-CBT Computer Based Training 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.

Learn To

• Identify the features of eCRM.
  
• Identify ways to overcome the disadvantages of eCRM.
  
• Identify eCRM opportunities for automating a company a a 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.

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.

Deployment Options

e-Learning

Accreditation

NASBA credits: 3 CPE Credits

CEU credits: 0.30 CEUs

Language Options

US English

Total Learning Time

2 to 4 hours

Objectives

Unit 1: eCRM Characteristics (0.5 - 1 hour)

• 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 (0.5 - 1 hour)

• Identify eCRM opportunities for automating a company a a s marketing processes.
  
• Identify eCRM opportunities for automating a company a a s sales processes.
  
• Identify eCRM opportunities for automating a company a a s customer service processes.
  
• Identify eCRM opportunities for automating a company a a s accounting processes.
  
• Simulation Overview:
  
• In the first half of this simulation, you will meet with 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. Today's meeting is in response to your decision as Chief Operating Officer to incorporate the recently acquired company into Icon's overall eCRM efforts, and it is your responsibility to discuss opportunities for automating MSI's marketing processes. Once your meeting with Robin has concluded, you will have a similar meeting with Dean Kramer, Icon's Director of Sales, to look into ways to automate MSI's sales proces

  This is primarily online training This is an online eLearning or CBT training program This program may be available on CD Contact 123-CBT Computer Based Training for more information

  Training Presented in: English

Customer Relationship Mgt eCRM --

About The Training Provider: 123-CBT Computer Based Training

More Customer Relationship Management Training from 123-CBT Computer Based Training

• Customer Relationship Management Series
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• Customer Relationship Mgt Implementing CRM