Customer Relationship Management Study Guide

0-619-16141-8 © 2003 Publish date: April 10, 2003 120 pages

Buy Now: $25.99

 

Businesses can set themselves apart and create customer loyalty by learning the ins and outs of Customer Relationship Management. CBT Planet has a large selection of computer training books that can help you achieve your goals. You'll benefit by choosing the Customer Relationship Management study guide and learning how to develop a market intelligence enterprise and incorporate customer relationship management into your company.

The Customer Relationship Managementcourseware teaches you about creating customer loyalty, the four marketing tiers, the four types of CRM, CRM processes, and how to evaluate critical success factors.

This training manual contains various activities that cover the goals along with the cost of CRM. You'll learn strategies for CRM pre-implementation, the actual CRM implementation process, testing CRM, and steps you can take in order to modify operations costs to become customer focused.

You will also learn about managing customer relationships over the Internet, characteristics of eCRM, how to automate various processes using eCRM, and customizing eCRM interfaces.

The Customer Relationship Management courseware comes loaded with interactive exercises, quality instruction, and section reviews that work together to ensure your learning. Six units cover topics such as customer loyalty, preparing for CRM, eCRM, creating goals, and implementing your plans.

Course Contents

Unit 1 discusses customer loyalty

• Customer loyalty
• Market intelligence enterprise

Unit 2 covers CRM basics

• Customer information
• CRM programs

Unit 3 discusses preparing for CRM

• CRM and expenditures
• Planning for implementation

Unit 4 covers CRM implementation

• CRM implementation preparation
• Implementation processes

Unit 5 discusses eCRM

• eCRM fundamentals
• eCRM and automation

Unit 6 covers eCRM customization and goals

• eCRM customization
• eCRM goals