Unit VIII: E-Customer Relation Management, E-Supply Chain, E-Strategy and Knowledge Management

Customer relationship management (CRM) is an approach to manage a company’s interactions with current and future customers. It often involves the use of technology to organize, automate, and synchronize sales, marketing, customer service/feedback, and technical support.

In this “E-Customer Relation Management, E-Supply Chain, E-Strategy and Knowledge Management - E-Business” you will learn about following topics:

E-CRM (Electronic Customer Relation Management)
Introduction to E-CRM
E-CRM Solutions
E-CRM Toolkits
Typical Business Touch-Points
Managing Customer Value Orientation & Life Cycle
The Three Phases of CRM
Customer Life Cycle
E-SCM (Electronic Supply Chain Management)
Introduction to E-SCM
Supply Chain
Objectives of Supply Chain Management
E-SCM – The Strategic Advantage
E-Supply Chain Components
E-Supply Chain Architecture
E-Strategy and Knowledge Management
Introduction to Knowledge
Importance of Knowledge Management
Changes in Global Business Economy
Changes in Business Application
Information and Strategy
Information Strategy Framework
Seven Dimensions of E-Commerce Strategy
The McKinsey 7S Framework

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