E-Commerce Customer Service Solutions and Case Studies (CTGE 443E, CEUs: 0.6)

NOTE: Fall 2003 was the last semester of the
Enterprise and E-commerce Management Program

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E-Commerce Customer Service Solutions and Case Studies (CTGE 443E, CEUs: 0.6)

Explore some of the e-commerce customer service solutions on the market today and how companies have implemented them. You will discover what is state-of-the-art in customer service solutions including company functions that can be driven via the Web (purchasing, communications, reporting, etc.) and the benefits of each.

View demonstrations on how leveraging the Web can increase productivity and decrease cycle times and costs and review typical corporate processes and functions where the Web can be used instead of traditional methods. Learn how employees and customers can be more self-sufficient while generating increased customer satisfaction.

Upon completion of this course, you will have an understanding of the service and support Internet strategies employed by leading companies around the world. Topics include:

• Customer relationship management
• "Best in Class" analysis/company examples
• Measuring customer satisfaction
• Customer-driven processes
• Business planning

Prerequisites: you must have made a Web purchase and inquiry to several companies for product information plus experience with Web surfing.

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