顧客關係管理 CRM​


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教學目標

1.介紹顧客關係管理的理論基礎,建立學生對顧客關係管理的正確認識,了解如何以顧客關係管理來支援企業的作業,以提升企業競爭的優勢。

2.介紹微軟(微軟)的顧客關係管理(CRM)軟體,讓學生熟悉系統建置及操作,培養學生從事相關工作的能力,提供社會所需要的資訊應用人才。

翻轉教學

以翻轉教室的教學方式,培養學生自主學習的能力,並於課堂時間提問,討論,以提升學習的成效。

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線上學習

學生於Elearn教學平台上觀看教學影片,自主學習發掘問題。

全英文授課

教材、教學影片及授課方式都使用全英文的模式,除了訓練同學們的英文能力,也讓同學更能理解理論方面的知識。

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學期課程規劃內容

CH1. Customer Management

This chapter will introduce the Accounts and Contacts records and explain why these are so fundamental within Dynamics 365 CE.

CH2. Customer Service

Dynamics 365 CE includes a Customer Service app that includes a range of functionality designed to give you the core capability to deliver an omni-channel customer-service experience.

CH3. Sales

Managing a sales pipeline can be challenging for organizations. Often, sales people need to have the latest information regarding their customers’ interactions readily available.

CH4. Security Model

Dynamics 365 CE has a native security model that is based on users having various degrees of layered access to the application. This access is governed primarily using security roles assigned to users that refer to an access level with specific privileges.

CH5. Field Service and Resource Scheduling

Dynamics 365 CE includes an extensive field service application that gives organizations the ability to create work orders and schedule resources for those work orders to be completed on site.

CH6. Mobile Application

The Unified Interface within Dynamics 365 CE expands its capabilities to give users a seamless experience across desktop and mobile. Seamless is a word often used to describe many things within technology, and in this case it reflects the ability to allow a user to use the same thought process whether using the application on a desktop, laptop, or mobile device.

CH7. Reporting

Dynamics 365 CE can be used by organizations as a system to run any part of their business concerning customer engagement. This can be done through the use of all or a combination of the apps that are available or by using extensions and customizations.

CH8. Processes

Processes are a way to implement custom business logic within Dynamics 365 CE. This business logic can include automation and business process flows that are built within the application and that can be achieved often in a drag-and-drop control without the need for external tools or development.

CH 9. UI Customizations

This chapter will cover the core UI customizations available within Dynamics 365 CE. Customizing the user interface gives users the capability to modify how data is displayed, which, in turn, influences how they update the information as well.

CH 10. App Modules

App modules within Dynamics 365 CE allow for the encapsulation of a collection of assets into a single application. That application can then be made available for those users with specific security roles at the app level.

CH 11. Microsoft Flow

Microsoft Flow is a workflow tool that allows for the event-to-action-style automation of processes inside and outside of the Microsoft 365 suite of technologies.

CH 12. Common Data Service for Apps

The Common Data Service for Apps acts as a data store and model for Dynamics 365 CE data. Data that is entered through the user interface of the Dynamics 365 CE application automatically gets stored within the Common Data Service for Apps, essentially acting as one database of information.

CH 13. Dynamics 365 for Marketing

The standard marketing capability found in previous versions of Dynamics 365 CE could have been considered the least functional area of the platform. It allowed organizations to create marketing lists, create campaigns, including campaign activities, and send bulk emails through quick campaigns.

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