You Are Working As A Trainee Customer Services Manager In A Large Online Retail Business.

You are working as a trainee Customer Services Manager in a large online retail business.  The business has grown rapidly and whilst turnover and profits are increasing, so are the number of customer enquiries and complaints. The Customer Experience Director wishes to improve the customer relationship management processes at the business and has asked you to participate in a team of staff working on a CRM project.  By using a team approach the Director hopes to understand the views of a range of staff and will then use the staff to help embed any changes to working practices.

Activity 1

In preparation for a team discussion prepare a document for distribution to the rest of the team, which provides an overview of the importance of customer relationship management to business.

The document must:

explain the key features of customer relationship management

analyse the benefits of good customer relationship management to businesses

analyse the impact of quality management systems on customer relationship management

LO1 Assessment Criteria 1.1/1.2/1.3

To achieve a Merit you must also:

Evaluate the methods used to measure customer satisfaction (AC 1M1)

Activity 2

The Director has asked for a report to help the team understand how good customer relationship management is achieved.  You have agreed to prepare a draft for the rest of the team to read.

Your report must clearly:

evaluate the processes necessary for achieving effective CRM

assess the role of internal staff in achieving effective customer relations experiences

assess the role of external stakeholders in achieving effective customer relations

 

Looking for a similar assignment? Our writers will offer you original work free from plagiarism. We follow the assignment instructions to the letter and always deliver on time. Be assured of a quality paper that will raise your grade. Order now and Get a 15% Discount! Use Coupon Code "Newclient"