Creating a Strong Customer Relationship Management Plan

[MT450: Marketing Management]

Unit 8 Assignment

Assignment:

In this Assignment, you will be using the PowerPoint narration tool to create your own audiovisual presentation of

your customer relationship management plan. Once you have done this, you can put this skill on your resume.

Audiovisual presentations are used in everything from customer service response, training employees, solving

problems in the workplace, explaining instructions to colleagues and responding to stakeholders concerning

business issues.

Create a PowerPoint presentation beginning with a title slide and following with an Introduction in

which you introduce your company of choice, and address the first two questions. Then proceed on to

include the CR management model headings and address the questions related to each facet to

create your customer relationship management plan.

Question 1: Consider the customer satisfaction model show below. Explain, why is it important to

measure customer expectations as well as actual satisfaction from consumption or usage?

Question 2: Given the proliferation of loyalty programs, how can you differentiate your program from competitors programs? Next, create a framework using the customer relationship management model as seen here. Now address the Customer Relationship Management Model questions:

CR Model Questions to address regarding the model process step:

1. Create a database: What does this look like and why?

2. Analysis: How will you analyze your database? What formulas, methods will you use in

your analysis? Provide a fictional example.

3. Customer selection: Give a rationale for selecting your customers. Will it strictly be based on profitability or will you use other variables?

4. Customer targeting: How will you reach your customers?

5. Relationship marketing: Create a customer relationship marketing program.

6. Privacy issues: Consider privacy issues.

7. Metrics: How will you measure your results?

Elaborate on the bulleted points on each slide rather than just reading the slides. In other words, your PowerPoint

presentation provides an outline of what you will discuss in the audio portion of your presentation.

[MT450: Marketing Management]

Submission Directions Your PowerPoint presentation should consist of 8–10 slides with an added title slide, using 24-pt. font, 4–5

bulleted points on each slide, and putting all additional content in the notes section. Submit your

presentation to Unit 8 Assignment Dropbox.

Go to Microsoft.com for complete directions on how to add audio to your

presentation: http://office.microsoft.com/en-us/powerpoint-help/add-narration-to-a-

presentation-HA001230306.aspx

Unit 8 Assignment - Grading Rubric 40

Possible

Points

Specific Presentation Objectives: Assignment

Checklist (80%): PowerPoint with audio

Differentiate your program from the competition 4

Database description 3

Database analysis 4

Give a rationale for selecting customers 3

Target market 4

Discuss how customer is reached 3

Create a customer relationship marketing program 6

Consider privacy issues 2

Discuss how results will be measured 3

Subtotal 32

Writing Style, Grammar, APA (20%)

Grammar and Spelling 3

PowerPoint presentation with audio: 8–10 slides

(include an additional title slide) with 4 to 5 bulleted

points in response on each slide with any additional

notes in notes section below slide. 3

Reference list and citations are provided 2

[MT450: Marketing Management]

8

Total 40