"At the Speed of Thought" will take you from traditional resources - ink, paper, books and manuals - all the way to the Internet and the electronic technologies designed to provide everything from automotive shop management software to marketing and advertising support. Along the way, we'll look at customer retention and customer loyalty as well as eCRM (electronic customer relations marketing), focusing on everything from thank you letters and cards to service reminders and customer satisfaction surveys. We'll also take a look at how these tools help us manage productivity, technician efficiency and customer satisfaction as we strive to approach operational excellence.

Whether you are a master of the Internet or just thinking about where to go and what you need to do in order to get into the game, "At the Speed of Thought" provides comprehensive and real-world look at the tools and technologies that can enable any shop to look and market like "the big boys."

Approval Date: 05/02

Mitch Schneider 16 credits; 8-hour course Specialty: