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TemplateforCW2-P123456-MARK3114-CW2-Copy1.docx
CustomerManagementCoursework2Checklist_2023-241.docx
w21-SeminarSlides1.pptx
CustManagement_w21_CW2workshop_v11.pptx
P2818668-mark3114-cw11.docx

TemplateforCW2-P123456-MARK3114-CW2-Copy1.docx

TITLE PAGE TO BE COPIED FROM CW1

Contents 1. SMART OBJECTIVES, DIGITAL STRATEGIES AND MARKETING METRICS 3 Objective-Strategy-Metric 1: Customer ………. 3 Discussion 1 3 Objective-Strategy-Metric 2: Customer ………. 4 Discussion 2 4 Objective-Strategy-Metric 3: Customer ………. 5 Discussion 3 5 2. CONCLUSION 6 REFERENCE LIST 7

1. SMART OBJECTIVES, DIGITAL STRATEGIES AND MARKETING METRICS

Objective-Strategy-Metric 1: Customer ……….

SMART Objective 1:

Digital Strategy 1:

Proposed Metric(s):

Discussion 1

Objective-Strategy-Metric 2: Customer ……….

SMART Objective 2:

Digital Strategy 2:

Proposed Metric(s):

Discussion 2

Objective-Strategy-Metric 3: Customer ……….

SMART Objective 3:

Digital Strategy 3:

Proposed Metric(s):

Discussion 3

2. CONCLUSION

REFERENCE LIST

Page 2 of 2

CustomerManagementCoursework2Checklist_2023-241.docx

STUDENT CHECKLIST FOR CUSTOMER MANAGEMENT COURSEWORK 2

Before submitting your Customer Management report, we strongly recommend to go through this Checklist to ensure all key elements are included in your report. If there are any questions that you ticked NO, you can contact your seminar tutor. Alternatively, you can post it on Padlet board . https://padlet.com/Nurdilek_Dalziel_1/CW2

	Yes / No
1. Is your chosen a company one of these organisations? 1. KFC 2. Shein 3. Tesla 4. TikTok 5. Uniqlo
2. Is the chosen company the SAME AS IN COURSEWORK 1? (You are allowed to change this only if you had selected in Coursework 1 a company outside the above list.)
Section 1 (1,300 words; 85 marks)
3. Have you presented THREE SMART objectives?
4. Have you presented a total of THREE DIGITAL strategies?
5. Have you presented a total of THREE marketing metrics?
6. Do you have ONE digital strategy for each objective?
7. Do you have ONE marketing metric for each strategy?
8. Are the SMART objectives on areas such as customer acquisition, retention, development, satisfaction, engagement, experience targets?

9. Have you justified each of the objectives with some of the following: · screenshots from the chosen company’s website, social media sites · screenshots from its competitors’ website, social media sites, · current market trends · evolving consumer behaviour, and so on
10. Is your discussion well supported with module textbook, module resources, credible academic and practitioner research?
Conclusion Section (200 words; 10 marks)
11. Informed by your analysis in Section 1, have you highlighted how well your company can benefit from digital CRM?
STRUCTURE, REFERENCING & PROFESSIONALISM (5 marks)
12. Have you cited the module textbook, resources introduced in lectures, and credible academic sources?
13. Have you used 1.15 line spacing and 11-point Calibri?
14. Is the language clear, professional, free of spelling / grammatical errors?
15. Is the information in table(s) in bullet points or two/three words and NOT in sentences/paragraphs?
16. Are you aware that the deadline is Wednesday, the 8th May 12pm noon (UK time)?

Customer Management Coursework 2 Checklist October 2023

w21-SeminarSlides1.pptx

MARK3114 Customer Management

Week 21

CW2 Support (Workshop 1)

Have You Registered Your Attendance?

Coursework Two

Deadline: Wednesday 1st May 2024, at 11:59am

Word Count: 1,500 words (+/- 10%) (1,350-1,650 words)

Weighting: 50%

Information in TABLES needs to be in bullet points, two-three words AND NOT in SENTENCES or PARAGRAPHS.

Section 1 (1,300 words; 85 marks)

THREE Smart Objectives

THREE Digital Strategies

THREE Marketing Metrics

Section 2 (200 words; 10 marks)

Conclusion

Report Presentation (5 marks)

` `1 111

GOOD Objectives for CW2

Customer acquisition target

Customer retention target

Customer development target

Customer satisfaction target

Customer experience target

Customer segmentation target

Site visit, duration targets

Number of engaged customers

POOR Objectives for CW2

Sales related recommendations

Revenue, profitability related recommendations

Business expansion related recommendations

Product expansion, development related recommendations

Strategy: How do you plan to get there ?

One strategy should be formulated for each objective; so a total of three DIGITAL strategies.

Objective: Where do you want to be in the future?

Examples of Digital Strategies

Email marketing

Marketing automation

Tele marketing

Lead generation

Online marketing

Content marketing

Search engine optimisation (keyword marketing)

Social media marketing

Event marketing (must be digital event)

Digital loyalty cards

Organisations use a number of metrics (KPIs) to evaluate the success of their customer management strategies. Most commonly used metrics are:

Net Promoter Score (NPS)

Customer Acquisition Cost (CAC)

Customer Lifetime Value (CLV)

CAC-to-CLV

Customer Satisfaction Score (CSAT)

Customer Effort Score (CES)

Customer Retention Rate

Revenue Churn

First Contact Resolution

Average Ticket Time

Metrics Linked To Customer Lifecycle

Acquisition

Development

Retention

(2) Customer acquisition cost

(4) CAC to CLV

(3) Customer lifetime value

(5) Customer Satisfaction Score CSAT

(7) Customer retention rate

(8) Revenue churn

(6) Customer effort score

(9) First contact resolution

(10) Average ticket time

(1) Net Promoter Score NPS

Example overlay of CW2 metrics onto customer lifecycle

Typical CM Metrics

Padlet and Assessment folder

Justification should be provided for each proposed objective, strategy and metric.

Organisation

Competitors

Market trends

Literature

We recommend minimum 20 good quality sources (academic & practitioner).

Do You Know What Support Is Available for Your Coursework?

Learning Zone Assessment (Coursework 2) Folder

Only 64% Accessed CW2 Brief on Learning Zone!

Are You Preparing Yourself For a Fail?

Activity 1

If you haven’t done yet, please structure CW2 and create Table of Contents

Use CW2 template on Learning Zone Assessment (Coursework 2)

Activity 2

Let’s formulate THREE SMART objectives corresponding DIGITAL strategies and Marketing METRICS. You’ll receive formative feedback from your tutor.

We are unable to comment on your draft by email, and hence it is important to attend the classes to get feedback.

Thank You

Any Questions?

image1.jpeg

image2.jpeg

image3.gif

image4.png

image5.png

image6.png

image7.png

image8.png

image9.png

image10.png

image11.jpeg

TemplateforCW2-P123456-MARK3114-CW2-Copy1.docx

TITLE PAGE TO BE COPIED FROM CW1

1. SMART OBJECTIVES, DIGITAL STRATEGIES AND MARKETING METRICS

Objective-Strategy-Metric 1: Customer ……….

SMART Objective 1:

Digital Strategy 1:

Proposed Metric(s):

Discussion 1

Objective-Strategy-Metric 2: Customer ……….

SMART Objective 2:

Digital Strategy 2:

Proposed Metric(s):

Discussion 2

Objective-Strategy-Metric 3: Customer ……….

SMART Objective 3:

Digital Strategy 3:

Proposed Metric(s):

Discussion 3

2. CONCLUSION

REFERENCE LIST

Page 2 of 2

CustomerManagementCoursework2Checklist_2023-241.docx

STUDENT CHECKLIST FOR CUSTOMER MANAGEMENT COURSEWORK 2

	Yes / No
1. Is your chosen a company one of these organisations? 1. KFC 2. Shein 3. Tesla 4. TikTok 5. Uniqlo
2. Is the chosen company the SAME AS IN COURSEWORK 1? (You are allowed to change this only if you had selected in Coursework 1 a company outside the above list.)
Section 1 (1,300 words; 85 marks)
3. Have you presented THREE SMART objectives?
4. Have you presented a total of THREE DIGITAL strategies?
5. Have you presented a total of THREE marketing metrics?
6. Do you have ONE digital strategy for each objective?
7. Do you have ONE marketing metric for each strategy?
8. Are the SMART objectives on areas such as customer acquisition, retention, development, satisfaction, engagement, experience targets?

9. Have you justified each of the objectives with some of the following: · screenshots from the chosen company’s website, social media sites · screenshots from its competitors’ website, social media sites, · current market trends · evolving consumer behaviour, and so on
10. Is your discussion well supported with module textbook, module resources, credible academic and practitioner research?
Conclusion Section (200 words; 10 marks)
11. Informed by your analysis in Section 1, have you highlighted how well your company can benefit from digital CRM?
STRUCTURE, REFERENCING & PROFESSIONALISM (5 marks)
12. Have you cited the module textbook, resources introduced in lectures, and credible academic sources?
13. Have you used 1.15 line spacing and 11-point Calibri?
14. Is the language clear, professional, free of spelling / grammatical errors?
15. Is the information in table(s) in bullet points or two/three words and NOT in sentences/paragraphs?
16. Are you aware that the deadline is Wednesday, the 8th May 12pm noon (UK time)?

Customer Management Coursework 2 Checklist October 2023

w21-SeminarSlides1.pptx

MARK3114 Customer Management

Week 21

CW2 Support (Workshop 1)

Have You Registered Your Attendance?

Coursework Two

Deadline: Wednesday 1st May 2024, at 11:59am

Word Count: 1,500 words (+/- 10%) (1,350-1,650 words)

Weighting: 50%

Information in TABLES needs to be in bullet points, two-three words AND NOT in SENTENCES or PARAGRAPHS.

Section 1 (1,300 words; 85 marks)

THREE Smart Objectives

THREE Digital Strategies

THREE Marketing Metrics

Section 2 (200 words; 10 marks)

Conclusion

Report Presentation (5 marks)

` `1 111

GOOD Objectives for CW2

Customer acquisition target

Customer retention target

Customer development target

Customer satisfaction target

Customer experience target

Customer segmentation target

Site visit, duration targets

Number of engaged customers

POOR Objectives for CW2

Sales related recommendations

Revenue, profitability related recommendations

Business expansion related recommendations

Product expansion, development related recommendations

Strategy: How do you plan to get there ?

One strategy should be formulated for each objective; so a total of three DIGITAL strategies.

Objective: Where do you want to be in the future?

Examples of Digital Strategies

Email marketing

Marketing automation

Tele marketing

Lead generation

Online marketing

Content marketing

Search engine optimisation (keyword marketing)

Social media marketing

Event marketing (must be digital event)

Digital loyalty cards

Organisations use a number of metrics (KPIs) to evaluate the success of their customer management strategies. Most commonly used metrics are:

Net Promoter Score (NPS)

Customer Acquisition Cost (CAC)

Customer Lifetime Value (CLV)

CAC-to-CLV

Customer Satisfaction Score (CSAT)

Customer Effort Score (CES)

Customer Retention Rate

Revenue Churn

First Contact Resolution

Average Ticket Time

Metrics Linked To Customer Lifecycle

Acquisition

Development

Retention

(2) Customer acquisition cost

(4) CAC to CLV

(3) Customer lifetime value

(5) Customer Satisfaction Score CSAT

(7) Customer retention rate

(8) Revenue churn

(6) Customer effort score

(9) First contact resolution

(10) Average ticket time

(1) Net Promoter Score NPS

Example overlay of CW2 metrics onto customer lifecycle

Typical CM Metrics

Padlet and Assessment folder

Justification should be provided for each proposed objective, strategy and metric.

Organisation

Competitors

Market trends

Literature

We recommend minimum 20 good quality sources (academic & practitioner).

Do You Know What Support Is Available for Your Coursework?

Learning Zone Assessment (Coursework 2) Folder

Only 64% Accessed CW2 Brief on Learning Zone!

Are You Preparing Yourself For a Fail?

Activity 1

If you haven’t done yet, please structure CW2 and create Table of Contents

Use CW2 template on Learning Zone Assessment (Coursework 2)

Activity 2

Let’s formulate THREE SMART objectives corresponding DIGITAL strategies and Marketing METRICS. You’ll receive formative feedback from your tutor.

We are unable to comment on your draft by email, and hence it is important to attend the classes to get feedback.

Thank You

Any Questions?

image1.jpeg

image2.jpeg

image3.gif

image4.png

image5.png

image6.png

image7.png

image8.png

image9.png

image10.png

image11.jpeg

TemplateforCW2-P123456-MARK3114-CW2-Copy1.docx

TITLE PAGE TO BE COPIED FROM CW1

1. SMART OBJECTIVES, DIGITAL STRATEGIES AND MARKETING METRICS

Objective-Strategy-Metric 1: Customer ……….

SMART Objective 1:

Digital Strategy 1:

Proposed Metric(s):

Discussion 1

Objective-Strategy-Metric 2: Customer ……….

SMART Objective 2:

Digital Strategy 2:

Proposed Metric(s):

Discussion 2

Objective-Strategy-Metric 3: Customer ……….

SMART Objective 3:

Digital Strategy 3:

Proposed Metric(s):

Discussion 3

2. CONCLUSION

REFERENCE LIST

Page 2 of 2

CustomerManagementCoursework2Checklist_2023-241.docx

STUDENT CHECKLIST FOR CUSTOMER MANAGEMENT COURSEWORK 2

	Yes / No
1. Is your chosen a company one of these organisations? 1. KFC 2. Shein 3. Tesla 4. TikTok 5. Uniqlo
2. Is the chosen company the SAME AS IN COURSEWORK 1? (You are allowed to change this only if you had selected in Coursework 1 a company outside the above list.)
Section 1 (1,300 words; 85 marks)
3. Have you presented THREE SMART objectives?
4. Have you presented a total of THREE DIGITAL strategies?
5. Have you presented a total of THREE marketing metrics?
6. Do you have ONE digital strategy for each objective?
7. Do you have ONE marketing metric for each strategy?
8. Are the SMART objectives on areas such as customer acquisition, retention, development, satisfaction, engagement, experience targets?

9. Have you justified each of the objectives with some of the following: · screenshots from the chosen company’s website, social media sites · screenshots from its competitors’ website, social media sites, · current market trends · evolving consumer behaviour, and so on
10. Is your discussion well supported with module textbook, module resources, credible academic and practitioner research?
Conclusion Section (200 words; 10 marks)
11. Informed by your analysis in Section 1, have you highlighted how well your company can benefit from digital CRM?
STRUCTURE, REFERENCING & PROFESSIONALISM (5 marks)
12. Have you cited the module textbook, resources introduced in lectures, and credible academic sources?
13. Have you used 1.15 line spacing and 11-point Calibri?
14. Is the language clear, professional, free of spelling / grammatical errors?
15. Is the information in table(s) in bullet points or two/three words and NOT in sentences/paragraphs?
16. Are you aware that the deadline is Wednesday, the 8th May 12pm noon (UK time)?

Customer Management Coursework 2 Checklist October 2023

w21-SeminarSlides1.pptx

MARK3114 Customer Management

Week 21

CW2 Support (Workshop 1)

Have You Registered Your Attendance?

Coursework Two

Deadline: Wednesday 1st May 2024, at 11:59am

Word Count: 1,500 words (+/- 10%) (1,350-1,650 words)

Weighting: 50%

Information in TABLES needs to be in bullet points, two-three words AND NOT in SENTENCES or PARAGRAPHS.

Section 1 (1,300 words; 85 marks)

THREE Smart Objectives

THREE Digital Strategies

THREE Marketing Metrics

Section 2 (200 words; 10 marks)

Conclusion

Report Presentation (5 marks)

` `1 111

GOOD Objectives for CW2

Customer acquisition target

Customer retention target

Customer development target

Customer satisfaction target

Customer experience target

Customer segmentation target

Site visit, duration targets

Number of engaged customers

POOR Objectives for CW2

Sales related recommendations

Revenue, profitability related recommendations

Business expansion related recommendations

Product expansion, development related recommendations

Strategy: How do you plan to get there ?

One strategy should be formulated for each objective; so a total of three DIGITAL strategies.

Objective: Where do you want to be in the future?

Examples of Digital Strategies

Email marketing

Marketing automation

Tele marketing

Lead generation

Online marketing

Content marketing

Search engine optimisation (keyword marketing)

Social media marketing

Event marketing (must be digital event)

Digital loyalty cards

Organisations use a number of metrics (KPIs) to evaluate the success of their customer management strategies. Most commonly used metrics are:

Net Promoter Score (NPS)

Customer Acquisition Cost (CAC)

Customer Lifetime Value (CLV)

CAC-to-CLV

Customer Satisfaction Score (CSAT)

Customer Effort Score (CES)

Customer Retention Rate

Revenue Churn

First Contact Resolution

Average Ticket Time

Metrics Linked To Customer Lifecycle

Acquisition

Development

Retention

(2) Customer acquisition cost

(4) CAC to CLV

(3) Customer lifetime value

(5) Customer Satisfaction Score CSAT

(7) Customer retention rate

(8) Revenue churn

(6) Customer effort score

(9) First contact resolution

(10) Average ticket time

(1) Net Promoter Score NPS

Example overlay of CW2 metrics onto customer lifecycle

Typical CM Metrics

Padlet and Assessment folder

Justification should be provided for each proposed objective, strategy and metric.

Organisation

Competitors

Market trends

Literature

We recommend minimum 20 good quality sources (academic & practitioner).

Do You Know What Support Is Available for Your Coursework?

Learning Zone Assessment (Coursework 2) Folder

Only 64% Accessed CW2 Brief on Learning Zone!

Are You Preparing Yourself For a Fail?

Activity 1

If you haven’t done yet, please structure CW2 and create Table of Contents

Use CW2 template on Learning Zone Assessment (Coursework 2)

Activity 2

Let’s formulate THREE SMART objectives corresponding DIGITAL strategies and Marketing METRICS. You’ll receive formative feedback from your tutor.

We are unable to comment on your draft by email, and hence it is important to attend the classes to get feedback.

4.7customer management

TemplateforCW2-P123456-MARK3114-CW2-Copy1.docx

CustomerManagementCoursework2Checklist_2023-241.docx

w21-SeminarSlides1.pptx

TemplateforCW2-P123456-MARK3114-CW2-Copy1.docx

1. SMART OBJECTIVES, DIGITAL STRATEGIES AND MARKETING METRICS

SMART Objective 2: Digital Strategy 2: Proposed Metric(s):

CustomerManagementCoursework2Checklist_2023-241.docx

w21-SeminarSlides1.pptx

image1.jpeg

image2.jpeg

image3.gif

image4.png

image5.png

image6.png

image7.png

image8.png

image9.png

image10.png

image11.jpeg

TemplateforCW2-P123456-MARK3114-CW2-Copy1.docx

1. SMART OBJECTIVES, DIGITAL STRATEGIES AND MARKETING METRICS

SMART Objective 2: Digital Strategy 2: Proposed Metric(s):

image1.jpeg

image2.jpeg

image3.gif

image4.png

image5.png

image6.png

image7.png

image8.png

image9.png

image10.png

image11.jpeg

image1.jpeg

image2.jpeg

image3.gif

image4.png

image5.png

image6.png

image7.png

image8.png

image9.png

image10.png

image11.jpeg

SMART Objective 2:

Digital Strategy 2:

Proposed Metric(s):

SMART Objective 2:

Digital Strategy 2:

Proposed Metric(s):