CRM (Customer Relations Management)

1. Introduction to CRM : what is a customer? How do we define CRM? CRM
technology, CRM technology components, customer life style, customer
interaction.

2. Introduction to eCRM : difference between CRM & eCRM, features of eCRM.

3. Sales Force Automation(SFA) : definition & need of SFA, barriers to
successful SFA, SFA:functionality , technological aspect of SFA: data
synchronization , flexibility & performance , reporting tools.

4. Enterprise Marketing Automation (EMA) : components of EMA, marketing
camping, camping, planning & management, business analytic tools. ,EMA
components( promotions ,events , loyalty & retention programs), response
management.

5. Call Centers Mean Customer Interaction: the functionality, technological
implementation, what is ACD(automatic call distribution),IVR(interactive voice
response), CTI(computer telephony integration),web enabling the call center,
automated intelligent call routing, logging & monitoring.

6. Implementing CRM: pre implementation, kick off meeting, requirements
gathering, prototyping & detailed proposal generation, development of
customization, Power User Beta Test & Data import, training, roll out &
system hand off, ongoing support , system optimization, follow up.

7. Introduction to ASP( application service provider): who are ASP’s?, their role
& function, advantages & disadvantages of implementing ASP