This assignment is about CRM but this is more bases on researching about a CRM program or service of a realy company.
Please kindly look through the assignment brief and follow the requirements which is attacked.
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Thank you.Module: Customer Relationship Management (CRM)
Assignment Outline and Requirement
Instructions:
Research on a company’s CRM implementation
Assess its customer support and diagram a detailed call escalation process* based on your own experience/ research in receiving customer support from them. What types of technologies did the organization use to support customer service request?
Give your recommendation to enhance customer support.
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The following are guide for your essay
Give a brief background / situation of the company. Include customer issues they are facing.
Draw a conclusion that reflects the importance of CRM.
Give a recommendation for manager based on the analysis and evaluation of the situation which the company faces, taking into consideration the constraints/ costs to the business, and the successful practices of other companies.
Other Considerations:
Length of essay: 1500-2000 words
Fact Sheets (this should be included in Appendix, that might be about the chart, statement sheet, accounting, etc), or any additional information about the topic of this kind are encouraged to be included.
Required to gain understanding of management’s marketing decision.
References: There must be at least 10 literature references made to reliable information sources such as textbooks, academic journals, website of respectable organization such as government agencies, internal organization that publishes online regularly online in-depth topical analyses of current business and management trends is the McKinsey Quarterly at www.mckinseyquarterly.com
APA Â format is the required guide for referencing
Plagiarism: Reproduction of answer from textbooks or the internet website is unacceptable and such assignment will get a FAIL gradfe.
The Assessment Criteria are:
Content (60 marks)
Observation and discussion of the management’s plans and decision, especially that which includes CRM ProgramsÂ
Reflection/ Conclusion on the case’s implications for business.
Give a recommendation for manager based on the analysis and evaluation of the situation which the company faces, taking into consideration the constraints/ costs to the business, and the successful practices of other organizations
*The diagram can be followed by this sample:
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**Note: The assignment also includes Introduction, Executive Summary, Table of Contents, Body, Conclusion, Recommendation, Appendixes, Reference Lists.
Answers
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