CERTIFIED e-BUSSINES PROFSSIONAL - CUSTOMER RELATIONSHIP MANAGEMENT

Introduction
CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, sales people, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.
According to one industry view, CRM consists of:

  • Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns with clear goals and objectives, and generate quality leads for the sales team.
  • Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices).
  • Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service.
  • Providing employees with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base, and distribution partners.

COURSE DESCRIPTION
Companies e-business prospects are often derailed by poor customer support because companies don't understand the frantic pace of Internet time. Procurement, fulfillment, and post-sale support can be severely crippled by poor communication channels. Customer Relationship Management explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in an e-business environment.

Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This course will teach you how to select the right tools for your business so it can grow today and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions?

How do you keep your customers when the move to another company is nothing more than a mouse click and a minute away? CRM is the answer. Customer Relationship Management, a strategy that leverages very advanced technologies is the way to cut to the 21st Century business chase.

WHO SHOULD ATTEND

  • Middle- and senior-level managers from marketing, e-commerce, sales and operations, strategic planning and general management.
  • Senior technology and information managers who support marketing, e-business and CRM programs .
  • Product, brand, e-marketing and advertising managers
  • Finance managers responsible for customer profitability measurements and analysis Sales and service managers.

DURATION
5 days (9:00 - 5:00)

CERTIFICATION
The EC-Council Disaster Recovery Professional certification exam 312-76 will be conducted on the last day of training. Students need to pass the online Prometric exam to receive the EDRP certification.

COURSE OUTLINE
Module 1:Overview of CRM
Module 2:Developing a Customer Strategy
Module 3:Customer Lifecycle Management and Lifetime Value
Module 4:CRM Technology
Module 5:Operational CRM
Module 6:Analytical CRM
Module 7:Collaborative CRM
Module 8:CRM Project Management
Module 9:Building a Busi­ness Case for CRM