| Customer
Support and Personalization
This course teaches you to use the power of the Internet to better
support customers during the sales process and to increase customer
satisfaction. You will learn about personalization techniques that
permit firms to offer highly customized and individualized products
and services. You will learn how to implement personalization for
your company and to calculate the value it produces. The course
also explains how a company can use Web enhancements to increase
customer retention and loyalty, and to improve its best practices.
After completing this course you will be able to
Explain ways marketers can use the Internet to lower customer
support costs
Understand how the ADR framework affects customer acquisition, development,
and retention
Analyze how marketers can use online services to offer increased personalization
and customization
Analyze four main personalization systems to increase firm and customer value
Description
This course teaches you to use the power of the Internet to better support
customers during the
sales process and to increase customer satisfaction. You will learn about personalization
techniques
that permit firms to offer highly customized and individualized products and
services. You will learn
how to implement personalization for your company and to calculate the value
it produces.
The course also explains how a company can use Web enhancements to increase
customer
retention and loyalty, and to improve its best practices.
Audience
This course is designed for employees at all organizational levels.
Prerequisites
None
Course Duration
»
This course takes 30 to 40 minutes to complete.
Objectives
After completing this course you will be able to
»
Identify ways to provide online customer satisfaction and support
»
Explain ways marketers can use the Internet to lower customer support costs
»
Understand how the ADR framework affects customer acquisition, development,
and retention
»
Analyze how marketers can use online services to offer increased personalization
and
customization
»
Explain how personalization can benefit consumers
»
Identify and use different types of customization
»
Analyze four main personalization systems to increase firm and customer value
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