Order Descriptioni have 4 activity in this essay which is
Activity IIn preparation for a team discussion prepare a document which provides an overview of the importance of customer relationship management to business.The document must: explain the key aspects of customer relationship management analyse the benefits of good customer relationship management analyse the impact of quality management systems on customer relationship managementLOI Assessment Criteria 1.1/1.2/1.3Activity 2The Director has asked for a report to help her 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: explain the processes necessary for achieving effective CRM explain the role of internal staff in achieving effective customer relations assess the role of external stakeholders in achieving effective customer relationsL02 Assessment Criteria 2.1/2.2/2.3Activity 3The Director was pleased with the detailed and professional report produced by the team and noted your contribution. She is very interested in exploring the possibility of using loyalty schemes to
improve customer relationship management. She has asked you personally to investigate loyaltyschemes in detail and to prepare a briefing paper for her to consider.Your briefing paper should: analyse the use of loyalty schemes to gain information about customers explain how the information gained is used to inform marketing and customer service policyL03 Assessment Criteria 3.1/3.2Activity eThe Senior hanagement Team has been keeping up to date on the progress the team is makingThey have been impressed with the work so far. In preparation for making some strategic decisions on CRM each member of the team is asked to choose an organisation they know well and prepare detailed notes which: review customer relationship management in the chosen organisation propose improvements to processes for customer relationship management propose improvements to the role of staff in promoting good customer relationships.Then on the basis of this information individual members of the team are asked to produce a plan for the implementation of the improvements.L04 Assessment Criteria 4.1/4.2/4.3/4.4
1 Understand the importance of customer relationship management to business2 Understand how good customer relationship management is achieved3 Understand the use of loyalty schemes in customer relationship management4 Be able to plan improvements to customer relationship managementO ATHE Ltd 2015Level 4 Management Specitication February 2012Assessment Criteria The learner can:1.1 Explain the key aspects of customer relationship management1.2 Analyse the benefits of good customer relationship managementI .3 Analyse the impact of quality management systems on customer relationshipmana ement2.1 Explain the processes necessary for achieving effective customer relationship management2.2 Explain the role of internal staff in achieving effective customer relations2.3 Assess the role of external stakeholders in achievin effective customer relations3.1 Analyse the use of loyalty schemes to gain information about customers3.2 Explain how the information gained is used to inform marketin and customer service olic4.1 Review customer relationship management in an organisation4.2 Propose improvements to processes for customer relationship management4.3 Propose improvements to the role of staff in promoting good customer relationships4.4 Produce a plan for the implementation of im rovements
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