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Web-based Customer Relationship Management (CRM)
The CRM (Customer Relationship Management) is a method for a company to manage customer information and build a long-term relationship with the customers. It is often said that advertising expenses to find new customers are several times more than the cost to keep regular customers. The CRM method will help a company pursue more efficient marketing.
CRM that utilizes the internet is called e-CRM, and enables to unify and manage sales of goods, maintenance services, and claim responses, based on detailed customer information database. For example, the e-CRM analyzes customer preferences and behavior based on accumulated information; sends campaign information to customers; provides each customer with their account website; keeps their fixed information, such as addresses, so that customers do not need to fill out forms every time; and also creates an effective way to keep customers such as “mileage” and “point” systems. The e-CRM increases convenience and satisfaction among customers, keeps regular customers, and expands the rate of return. Amazon.com is a typical example of the customer management systems.
The course will cover the e-CRM case studies and also teach web business marketing techniques. Students will also acquire abilities to manage and operate the system, and to strategically analyze the data. This course aims to build the e-CRM system which can find customer preferences and behavior and provide goods and services by using the actual e-CRM software.
Deals with understanding the basic functions of CRM (Customer Relationship Management) as one of the e-Business key applications and obtain the skills required to construct viable CRM Systems.
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