EC-Council Courses

EC-Council Courses

E-Business Customer Relationship Management (CRM)

Companies e-business prospects are often derailed by poor customer support because companies don’t understand the frantic pace of Internet time. Procurement, fulfilment, and post-sale support can be severely crippled by poor communication channels. Customer Relationship Management explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in an e-business environment.

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  • Weekdays – 1 Month
  • Weekends – 2 Months

Course Description

Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This course will teach you how to select the right tools for your business– so it can grow today–and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when the move to another company is nothing more than a mouse click and a minute away? CRM is the answer. Customer Relationship Management, a strategy that leverages very advanced technologies is the way to cut to the 21st Century business chase.

Certificate Earned

Certified e-Business Professional

Course Outline

Module I – Overview of CRM

  • CRM Concepts
  • CRM – More definitions
  • CRM Drivers
  • Constituents of a Good CRM Strategy
  • CRM and Technology
  • CRM Solutions Map
  • The Concept of e-CRM
  • e-CRM and CRM
  • Implementation Challenges

Module II – Developing a Customer Strategy

Section 1: Fundamentals of Customer Strategy

  • Customer Strategy Basics
  • Customer Loyalty
  • Customer Satisfaction
  • Customer profiling and Modeling

Section 2: Evolution of a Customer Centric Enterprise

  • Customer Centric Enterprise – Background
  • Customer Centricity – Concepts
  • Product Centricity Vs. Customer Centricity
  • Customer Centric Strategy
  • Evolution of Customer Centric Enterprise (CCE)
  • Specific Adaptations of a CCE

Section 3: Discussing the core of successful CRM initiatives

  • Core of any successful CRM initiative
  • Seven Habits of a successful CCE

Section 4: Mapping People, Processes and Technology

  • Revisiting the basic precepts
  • Discussing People, Processes and Technology
  • Transitioning from product centricity -Processes
  • Transitioning from product centricity -People
  • Transitioning from product centricity -Technology

Module III – Customer Lifecycle Management and Lifetime Value

  • Concept of Customer lifecycle
  • Customer Life Cycle stages – Illustrated
  • Customer Life Cycle Management
  • Managing the Customer Life Cycle in a CCE
  • Concept of Customer Lifetime Value
  • Customer Lifetime value assessment

Module IV – CRM Technology

  • CRM Ecosystem
  • Customer Interaction and CRM
  • Three Pillars of CRM
  • Operational CRM
  • Analytical cycle of CRM
  • Analytical CRM
  • Collaborative CRM

Module V – Operational CRM

  • Sales Force Automation
  • Account Management – Illustrated
  • Opportunity Management -Illustrated
  • Sales Forecasting
  • Sales Funnel management
  • Sales Pipeline Management
  • Marketing Automation
  • Campaign Management
  • Analyzing, Learning, Listening and Responding
  • Workflow Management
  • Marketing Communications – Illustrated
  • Contact Management
  • Contact Management – Illustrated
  • Ticket Management

Module VI – Analytical CRM

  • Critical components of Customer Centric Strategies
  • Analytical CRM defined
  • CRM Intelligence Management Cycle
  • Analytics and Customer Life Cycle Management
  • CRM Data warehouse
  • Analytical CRM Components
  • Benefits from CRM Analytics
  • Customer Centric Data Mining
  • Analytical CRM application areas
  • Teradata Industry CRM
  • Requirements from an Analytical CRM application
  • Data Extraction – Illustrated
  • Data Enhancement – Illustrated
  • Clustering and profiling
  • Model building and Analysis
  • Scoring
  • CRM Analytics – Sample vendor options
  • Common Implementation Problems

Module VII – Collaborative CRM

  • Collaborative CRM
  • Customer Centricity revisited
  • Channel evolution
  • Multi-channel Strategy
  • Multi-Enterprise Value Networks
  • Mapping Customer interactions into Life Cycle stages
  • Customer Interaction Centers
  • Avaya Communications architecture -Illustrated
  • Customer Interaction Center – Detailed
  • Avaya Unified Communication model -Illustrated
  • Call Center – Explained
  • Evolution of Contact Centers
  • Contact Centers -Evolution Phases
  • Technology Transformation and Migration
  • Customer interaction -illustrated
  • What do portals address?
  • Integrating Customer Information through portals
  • Employee Portal
  • Customer Portal
  • Partner Portal

Module VIII – CRM Project Management

  • CRM Initiative- Phases
  • Planning the CRM initiative
  • Preparatory Phase
  • Preparatory Phase – Activities
  • Defining the CRM vision
  • Assessing CRM readiness (Organizational perspective)
  • Analyzing business processes
  • Auditing the IS/IT infrastructure
  • Establishing CRM project objectives
  • Building a business case for CRM
  • Building the team
  • Ensuring involvement of key people
  • Prioritizing the requirements
  • Establishing the budget
  • Establishing tentative timelines
  • Short listing prospective CRM solution vendors
  • Selecting the CRM solution
  • Selecting the solution partner
  • Implementation Phase
  • CRM implementation project methodology
  • Definition Stage
  • Analysis Stage
  • Design & prototyping Stage
  • Configuration & Testing
  • Deployment Stage
  • Managing Change
  • Training is key to implementing change
  • Post Implementation Phase
  • Post Implementation Support
  • Problem areas to look out for

Module IX – Building a Business Case for CRM

  • Need for a Business Case
  • Elements of a good Business Case
  • Challenges in quantifying CRM Benefits
  • Categorization of CRM Benefits
  • CRM Metrics Framework
  • CRM Benefits -Customer?s perspective
  • A methodology for ROI Estimation
  • Presenting the benefits – Illustration
  • Identifying and mitigating risks

Information Security: Certified Ethical Hacker (CEH)

The Certified Ethical Hacker Program is the pinnacle of the most desired information security training program any information security professional will ever want to be in. To master the hacking technologies, you will need to become one, but an ethical one! The accredited course provides the advanced hacking tools and techniques used by hackers and information security professionals alike to break into an organization.

This course will immerse you into the Hacker mindset so that you will be able to defend against future attacks.

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  • Weekdays – 1 1/2 Months
  • Weekends – 2 Months

Course Description

The goal of the ethical hacker is to help the organization take preemptive measures against malicious attacks by attacking the system himself; all the while staying within legal limits. This philosophy stems from the proven practice of trying to catch a thief, by thinking like a thief. As technology advances and organization depend on technology increasingly, information assets have evolved into critical components of survival. The CEH Program certifies individuals in the specific network security discipline of Ethical Hacking from a vendor-neutral perspective. The Certified Ethical Hacker certification will fortify the application knowledge of security officers, auditors, security professionals, site administrators, and anyone who is concerned about the integrity of the network infrastructure. A Certified Ethical Hacker is a skilled professional who understands and knows how to look for the weaknesses and vulnerabilities in target systems and uses the same knowledge and tools as a malicious hacker.


  • Certification: EC-Council Certified Ethical Hacker (CEH)

Career Prospects

  • Security Specialist, Information Security Professional, Ethical Hacker

Course Outline

  • Introduction to Ethical Hacking
  • Footprinting Terminologies
  • Scanning Networks
  • Enumeration
  • System Hacking
  • Trojans and Backdoors
  • Viruses and Worms
  • Sniffers
  • Social Engineering
  • Denial of Service
  • Session Hijacking
  • Hijacking Webservers
  • Hacking Web Applications
  • SQL Injection
  • Hacking Wireless Networks
  • Evading IDS Firewalls and Honeypots
  • Buffer Overflow
  • Cryptography
  • Penetration Testing