Customer Relationship Management (CRM) and Call Centre Management (CCM)

Knowledge Management (KM) and Content Management (CM)

Managers

The unit is driven by the needs of the business. The first attempt at an establishing strategy is to have a clear understanding on the reasons for conducting an e-business strategy to achieve goals and objectives. You could discover the recommendations for improvements and determine how to evaluate the way to fix broken processes before applying technology as the solution. Based upon the environmental issues and the available technology, develop a potential solution i.e. e-business solutions. For instance, automation of internal procurement, automated call centers, EDI (B2B or B2C) capability, etc. Develop high-level cost estimates and potential Return on Investment (ROI) calculations for each solution. Finally, prioritize and plan the solution based upon business needs, ROI analysis, organizational readiness, and technical readinessesigning and deploying the business solution is the key.

The Internet is a new marketplace. More and more people are using it every day to research, find and purchase products and services. Can they find yours? The key to success for your online business is how easily your product can be found by prospective customers. Internet Marketing is a key part of online success, without the right internet marketing strategy an online business will languish in the search engine results and never be found. This unit provides IM tools and its strategies to success, like Email Marketing, Domain Name Selection, Search Engine Optimization, Banner Marketing and etc.

This topic will cover the concepts and computerized toolsets associated with CRM of its prominent characteristics, and outline its primary mission. The discussion shifts to outlining a portrait of today’s customer. The profile that emerges shows those customers are value driven, that they are looking for strong partnership with their suppliers, and they want to be treated as unique individuals. Effectively responding to today’s customer requires a customer-centric organization. The balance of this unit is the focused on the e-CRM technology applications, such as Internet Sales, sales force automation, service, partnership relationship management, electronic billing and payment, strategic methodology and CRM analytics.

This unit will be covered on the subset of CRM, i.e. Call Centre Management (CCM). Building a call center may seem overwhelming. Call centers depend on both call volume historical patterns to forecast future call volumes. This data is the foundation to define efficient staffing and provide customers with both timely access and the appropriate level of service. In addition, call centers today require a host of technology, including an e-Business portal for multi-channel access as well as a system for documenting customer contacts. The architectural platform includes telephony, Interactive Voice Response (IVR), and real-time Web interaction architecture and Customer Relationship Management (CRM) applications as well as staff training, quality assurance systems, and competitive compensation levels.

An effective Knowledge Management System (KMS) is the key to your future success. Such a system would empower your employees to access a repository of “best-of-breed” documents, course materials and external knowledge sources. In addition, the KMS would connect corporate subject matter experts to the projects that can best benefit from their skill sets and provide them with the collaborative tools needed for effective project management. Our goal in this document is to explain the value of a Knowledge Management System and impart an understanding of how such a system can be used to impact customer satisfaction and corporate value.

A critical observation is the at the strategic importance of SRM is not to be found in the optimization and automation of purchasing functions, but rather in the nurturing of buy-side partner relationships. The application of Web-based functions have opened an entirely new range of SRM toolsets, enabling companies to dramatically cut cost, automate functions, such as sourcing, request for quotation (RfQ), and order generation and monitoring, and optimize supply chain partners to achieve the best product and the best prices from anywhere in the supply network.

This unit provides major focus on Web-enabled SCM and detailing its essential elements and the economic revolution driven by the Internet, as well the function of Internet-based information in e-SCM, the utilization of supply chain trading partners, and understanding the role of supply chain synchronization. This topic also centers on the principles of e-business, i.e. e-collaboration, the rise of new form of e-business, ranging from the continued migration from vertical to virtually integrated enterprises to the changed role of logistics, and the generation of real time, agile and scalable supply chains.

This unit emphasizes on Enterprise Resource Planning (ERP) which is a comprehensive software approach to support decisions concurrent with planning and controlling the business. ERP systems typically are very efficient at handling many transactions that document the activities of a company. This topic centers on the accomplishment of ERP for management, with an emphasis on planning. Following this, this will focus on how the ERP software programs are designed and provide points to consider in choosing an ERP system, as well as how the software supports MPC systems. In addition, better responsiveness to the need of customers is obtained through the real time information provided by the system.