e-Business Part 7: Satisfying the Customer

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Summary: e-Business Part 7: Satisfying the Customer
Review: Course Overview
This is the seventh course in an eight part series. Subjects covered in this course include marketing strategies, customer relationship management, and selling-chain management. In addition, students will focus on how to use an e-Business environment to better attract, retain, and satisfy customers.

Learn To

Identify techniques for using the Internet as a marketing tool.
Identify the elements required to build customers' trust.
Identify the guidelines for selecting a domain name.
Identify the features of marketing online.
Identify the considerations for attracting customers.
Identify the features of a banner ad strategy.
Identify the features of customer relationship management (CRM).
Identify the features of customer life cycle management.
Identify customer relationship trends.
Identify the features of selling-chain management.
Identify the goals of selling-chain management.
Identify the business drivers influencing selling-chain management.

Audience
The audience for this course includes Technical Managers, Business Managers, and Project Managers. In addition, students should have taken the first 6 parts in this series (13782-13787).

Deployment Options
e-Learning

Accreditation
NASBA credits: 4 CPE Credits
CEU credits: 0.70 CEUs

Language Options
US English

Total Learning Time
6 to 8 hours

Objectives
Unit 1: Marketing Fundamentals 1 - 2 hours

Identify techniques for using the Internet as a marketing tool.
Identify the elements required to build customers' trust.
Identify the guidelines for selecting a domain name.
Identify features of competitor analysis.
Identify the features of successful Web site design.
Identify content considerations for an e-business Web site.
Identify the guidelines for localizing your Web site.
Identify the guidelines for providing access to information in your Web site.
Identify the guidelines for selecting an Internet service provider (ISP).
Identify factors to consider when maintaining a Web site.
Identify the guidelines for marketing your Web site.
Identify the features of search engines that relate to branding.
Identify the features of measuring success.
Identify the issues surrounding content delivery on noncomputer devices.
Identify the role of e-mail in e-business.
Identify the features of spam.
Identify the features of signature lines and autoresponders in e-mail.
Identify the guidelines for managing an e-mail database.
Identify the features of e-mail in online direct marketing.
Identify the guidelines for using e-mail in customer relations.

Unit 2: Marketing Techniques 1 - 2 hours

Identify the features of marketing online.
Identify the considerations for attracting customers.
Identify the features of a banner ad strategy.
Identify the features of virtual societies.
Identify the guidelines for marketing in newsgroups.
Identify the features of database technologies.
Identify the public relations strategies used to publicize an e-business.
Identify the benefits of sponsorship.
Identify the features of advertising offline.

Unit 3: CRM 2 hours

Identify the features of customer relationship management (CRM).
Identify the features of customer life cycle management.
Identify customer relationship trends.
Identify the features of customer relationship management (CRM) architecture.
Identify the features of customer relationship management (CRM) competencies.
Identify the features of next-generation customer relationship management (CRM).
Identify customer relationship management (CRM) implementation challenges.
Identify customer relationship management (CRM) trends.
Identify the guidelines for implementing a customer relationship management (CRM) infrastructure.

Unit 4: Selling-Chain Management 2 hours

Identify the features of selling-chain management.
Identify the goals of selling-chain management.
Identify the business drivers influencing selling-chain management.
Identify the technology drivers influencing selling-chain management.
Sequence the steps in the order acquisition process.
Identify the elements of the selling-chain infrastructure.
Identify the opportunities that new selling techniques have provided for Supersoft2000.