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Customer Service: Overview of Marketing and Sales Requirements
- Internet access
- E-mail
- Netscape or Internet Explorer Web browser
Syllabus
- Lesson 1-Orientation; Marketing vs. Sales; Evolution of Marketing
- Lesson 2-Evolution of Marketing (continued); Definition of the Exchange
Process
- Lesson 3-Components of Demand; What is a Product?
- Lesson 4-What is a Product? (continued); Marketing and Society
- Lesson 5-The 4 P's (Product and Place)
- Lesson 6-The 4 P's (Price and Promotion)
- Lesson 7-Market Segmentation
- Lesson 8-Target Marketing
- Lesson 9-Forecasting
- Lesson 10-Consumer Behavior
- Lesson 11-New Product Marketing
- Lesson 12-International Marketing; Wrap-up; Final Exam
Instructor
In industry, Tony Swaim has made significant contributions to the
business community dating back to 1977. He has held globally-focused executive positions
with Baxter Healthcare Corporation, Beckman Instruments Incorporated and Allergan,
Incorporated. His most recent industry position was Director, Worldwide Surgical Logistics
for Allergan where he was responsible for supply chain management. Previous responsibility
areas were in operations, inventory management, local area networks, procurement and
quality. Mr.
Swaims educational background includes an MBA and Bachelor of Science with
concentration in Marketing. Additionally, he has studied in the Executive Management
Program at Claremont Graduate University. Professional certifications held are Certified
Purchasing Manager (C.P.M. offered by the National Association of Purchasing
Management)and Certified in Production and Inventory Management (CPIM offered by the
American Production and Inventory Control Society. Since
1982 Tony Swaim has provided in excess of 1,000 hours in diverse coursework including
Strategic Planning, Operations Management, Accounting, Industrial Marketing, Retailing
Management, Purchasing, Quality Management, Supply Chain Management, and Project
Management. He has taught classes in a variety of environments, including APICS
certification curriculum at local firms and Business Policy courses as part of MBA
programs.
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