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Course Ilt : Customer Relationship Management

Course Ilt : Customer Relationship Management - 03 edition

Course Ilt : Customer Relationship Management - 03 edition

ISBN13: 9780619161415

ISBN10: 0619161418

Course Ilt : Customer Relationship Management by Course Technology - ISBN 9780619161415
Edition: 03
Copyright: 2003
Publisher: Course Technology, Inc.
Published:
International: No
Course Ilt : Customer Relationship Management by Course Technology - ISBN 9780619161415

ISBN13: 9780619161415

ISBN10: 0619161418

Edition: 03

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Summary

This ILT Series course introduces the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management in a company. Students will learn how to create customer loyalty, define the four marketing tiers, define, the four types of CRM, define the CRM process, and evaluate critical success factors. Course activities also cover the goals and cost of CRM, CRM pre-implementation strategies, the CRM implementation process, tactics used to test CRM, and ways to modify operations costs to become customer focused. Students will also learn how to manage customer relationships over the Internet, identify the characteristics of eCRM, automate processes with eCRM, and customize eCRM interfaces for each type of eCRM user. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Table of Contents

Table of Contents

Unit 1: Customer loyalty

Topic A: Customer loyalty
Topic B: Market intelligence enterprise

Unit 2: CRM basics

Topic A: Customer information
Topic B: A CRM program

Unit 3: Preparations for CRM

Topic A: CRM and expenditures
Topic B: Implementation planning

Unit 4: CRM implementation

Topic A: CRM implementation preparation
Topic B: The implementation process

Unit 5: eCRM

Topic A: eCRM fundamentals
Topic B: eCRM and automation

Unit 6: eCRM customization and goals

Topic A: eCRM customization
Topic B: eCRM goalsTopic A: Customer loyalty
Topic B: Market intelligence enterprise