Written Assignment - Customer Relationship Management

Customer Relationship Management

Version 3 0221

Written Assignment One: Case Study

You will be assigned a case study from the Disney Institute. Read your case study and write a one to two

page report about the needs, wants, expectations and perceptions of customers and how the

organizations in the case studies dealt with them. This assignment is an opportunity to demonstrate your

understanding of the learning objectives of the course. Make use of the in-class material that you have

learnt to make your assignment.

Include the following information by answering the questions below:

• What was the problem?

• What were the customer’s needs, wants, expectations, and perceptions from the

organization?

• How did the organization deal with the above mentioned points?

• What was the result of the organization’s actions?

o Was the action effective?

o Could the organization have done better? If so how?

o What did they learn from this?

o How will they change for the future?

• Were policy and procedures followed, changed, or made because of this problem?

Use the Case Study Template provided and submit on the LMS.

Information The student defines the problem. Outlines how the organization dealt with the above mentioned points? Were policy and procedures followed, changed, or made because of this problem?

5 Marks

Language The student incorporates many transitions to create clarity of expression; includes few errors.

5 Marks

Content The student outlines the customer’s needs, wants, expectations and perceptions about the organization. Provides well- constructed feedback regarding the effectiveness of organizations decision, what they learned and how they will change.

5 Marks

Format The student has followed all formats, and it is a professional looking document.

5 Marks

Overall Criteria The project is considered to be informative, and of adequate level as to demonstrate the student has fully understood and is able to utilize the material in this course.

5 Marks