Scenario

You are a newly appointed Customer Relationship Manager in marketing department of popular retailer Company Quikee.com. Your job role is focused on Customer Relationship Management. Throughout the past few years, Quickee.com has become the go – to online platform for online shopping. One of the main reasons for this is Quickee’s CRM system. Amazon. Quickee is seeking to develop most complete CRM infrastructures in the world that harnesses customer data during purchases to instantly customize users’ online experience.

You are required to make proposal and present it further suggestions improve the existing CRM system and you are been approached to offer consultancies to the management through articles, discussion forums, webinar and presentations. You have been given the following tasks:

Activity 1

You are to develop an article prior to the web conference on providing an overall knowledge on importance of CRM.

Prepare an article to understand the importance of CRM to business. Use your article to provide detailed information which you can circulate among the colleagues. Your article must contain the following:

• Explain the key features of customer relationship management. (AC 1.1)
• Analyse the benefits of good customer relationship management to business. (AC 1.2)
• Analyse the impact of quality management systems on customer relationship management. (AC 1.3)

To achieve a Merit you must also:

To achieve a Merit, your article and supporting materials must also evaluate the methods used to measure customer satisfaction.  You may select an organisation where you have worked or one that you will research. (AC 1M1)

This provides evidence for LO1 : ACs 1.1, 1.2, 1.3 1M1.

Also read this: BUS354 CUSTOMER RELATIONSHIP MANAGEMENT ASSIGNMENT ANSWER

Activity 2

One of the webinars will focus on discussion forum on understand how good customer relationship management is achieved.  You are required to develop a discussion paper to submit.

• You will start by writing a discussion paper on Evaluate the processes necessary for achieving effective customer relationship management. (AC 2.1)
• Secondly, you must include an assessment on the role of internal staff in achieving effective customer relations experiences. (AC 2.2)
• Thirdly, your discussion paper should include Assessment the role of external stakeholders in achieving effective customer relations. (AC 2.3)

Distinction Task

To achieve a Distinction, your discussion paper must include analysis of the impact of employee engagement on customer relations experiences of a selected existing organisation. For this analysis you can use a named organisation or your own organisation. (2D1)

This provides evidence for LO2 : ACs 2.1, 2.2, 2.3, 2D1.

Activity 3

The third task is to develop a review paper based on various loyalty schemes in customer relationship management comparing with competitors’ loyalty schemes.  You can use existing literature on available loyalty schemes.

You are required to prepare a review paper which will be sent to the Management team before the webinar and discussed during the webinar.  Your written paper needs to:

• Analyse the use of existing loyalty schemes to gain information about customers. AC 3.1
• Explain how the information gained is used to inform business decision making in organisations. AC 3.2

To achieve a Distinction, you must also:

• Your paper must include an evaluate methods used to segment customer relationship management process in as selected organisation. AC3D1

This provides evidence for LO3 : ACs 3.1, 3.2, 3D1.

Activity 4

You must address the webinar with the Presentation supported with a report which will help participants in the webinar to pursue their CRM recommendations and improvements.

You must ensure that the following sections are included in the PPT and report:

• Review customer relationship management within your organisation. (AC4.1)
• Propose improvements to the existing processes for customer relationship management within your organisation. (AC 4.2)
• Propose improvements to the role of the staff in promoting good customer relationship towards our customers. (AC 4.3)
• Produce a plan for the implementation of suggested improvements to the organisation. (AC 4.4)

To achieve a Merit, you must also:

• Your report must include amendments based on the feedback received on your suggested plan which will restructure the plan including new amendments. (4M1)

This provides evidence for LO4: ACs 4.1,4.2,4.3,4M1.