- What is CRM and eCRM
- The evolution
- The drivers
- The key reasons for failure
- Why is it so difficult?
- CRM basics
- Customer segmentation
- Modeling Customer Communications
- Tracking loyalty
- eCRM
- The traditional communication
- Web based communication
- Web based CRM
- Determine the Technical
- Imperatives
- eCRM Credibility Check
- Customer segmentation for eCRM
- The Challenge of Multiple Channel CRM
- Commerce site service
- Putting it all together
- A framework for implementation
- Strategy planning
- Understanding the Business Issues
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- Key strategy elements
- Identify the drivers and strategies
- Develop Critical Success Factors
- The project organization
- Implementation organization
- Where should the Coordinating Group sit
- Organization Resistance
- Design and implement
- Design in detail the business model
- eCRM backbone
- Content
- Business processes
- Migration plan
- Budgets
- Incentives
- Plan the technology
- Technology Analysis
- Measure CRM
- Measurement
- Determine the Return On CRM
- The Evolution Of CRM
- Conclusion
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