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The
course, Customer Relationship Management
comprises of four modules. Click on the links
below to view the contents of each module. Each
module is divided into topics.
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Module 1: The Concept of Customer Relationship
Management |
- Introduction to CRM
- Building Customer Relationships
- Economics of CRM
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| Module
2: Technological Tools for Customer Relationship
Management |
- Components of eCRM Solutions
- Major Products in the CRM Marketspace
- Contact Centers for CRM
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| Module
3: CRM Applications for Different Business
Contexts |
- CRM in B2C Markets
- CRM in B2B Markets
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| Module
4: Implementing CRM |
- The CRM Roadmap
- Operational issues in implementing CRM
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The
course, E-Business: Planning and Implementation
comprises of four modules. Click on the links
below to view the contents of each module. Each
module is divided into topics.
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Module 1: E-Business and its Infrastructure
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- Introduction to E-Business
- Infrastructure for E-Business: The Internet
and the Web
- Infrastructure for E-Business: Hardware
and Software Tools
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| Module
2: E-Business Models and Marketplaces |
- E-Business Models
- E-Marketplaces
- Electronic Payment Systems
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| Module
3: E-Business Environment and Security |
- E-Commerce Security
- E-Business Environment: Legal, Ethical
and Taxation Issues
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| Module
4: E-Business Planning and Marketing |
- Marketing Strategies in E-Business
- Purchasing, Logistics and EDI
- Planning for E-Business
- E-Business Implementation
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