Customer Relationship Management (CRM) Assignment

Added on - 18 Sep 2019

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The assessment questions are inSection Aand are split into two parts: Part 1 and part 2YoumustAnswer the question in Part 1.The Case Study for Part 1 can be found after the main questions inSection BIn Part 2 ofthe question in Section A, you can choose either Option 1ORoption 2.You will find a guide on briefing documents inSection CSection Dcontains an overall marking guide.Section A: QuestionsQuestion PART IANSWER ALLYou must complete following question:1. You are part of a team on a strategy work force that has been assigned to look intothe strategic position of Freakomon. You have been asked to review the threats fromthe competitive environment and make suggestions in a briefing document on how toimprove Freakomon’s competitive position. The case study is at the end of thequestion section. Your document should provide the following:a.A short introduction outlining what is in the document(3 marks), roughly100 wordsb.A visual map or a diagram of the relevant stakeholders. Connect stakeholdersto signify relevant relationships and annotate your diagram with brief comments(5marks), roughly 100 words.c.A brief discussion of Freakomon’s competitive position given the informationfrom the case study. You should include a diagram using Porter’s 5 forcesmodel that illustrates your answer (25 marks), roughly 500 words.d.Onespecific recommendation for information systems (IS) or informationtechnology (IT) that could support Freakomon’s approach to improve its strategy.Provide a justification for your recommendation supported by reference materialfrom appropriate sources such as Google Scholar or MyAthens Journal Database.(12 Marks),roughly 300 words.Total 45 Marks
Section AMain QuestionsQuestion PART 2You can chooseONEof the following options eitherOption1orOption 2:Option 11.Cloud based technology is being used more extensively by business from SMEsto larger organisations. You are part of a project team that has been asked toresearch whether acloud basedCustomer Relationship Management (CRM)system could improve business performance for your organisation. Research arange of companies that have introducedcloud basedCRM using articles andcase studies from academic sources such as Athens and Google Scholar. Fromyour research you have been asked to contribute to a briefing document thatprovides some insight into the implications of moving to a cloud based systemfor your organisation. Your document is for the project leader and yourcontribution should provide:a.A short introduction outlining what is in the document (3 marks),roughly100 wordsb.Explanation of what you consider to bethree of the key challengesforsuccessfully introducing acloud basedCRM system into your organisation. Youshould provide supporting examples from your research to strengthen yourdiscussion. Assume 7 marks for each challenge. (21 marks). roughly400 wordsc.Suggesthow managers within the organisationcould respond to each ofthe three points raised in part1bto reduce the impact of each of thechallenges that you have raised. You should provide supporting examplesfrom your research to strengthen your discussion and state any assumptionsyou have made. Assume 7 marks for each response to the challenge. (21marks) roughly500 wordsTotal 45 MarksOption 21.You are part of a project team that has been asked to research the howknowledge management practices could be improved and supported usingtechnology within your organisation. Research a range of companies that haveintroduced technologies for improved communications and knowledge sharingusing articles and case studies from academic sources such as Athens andGoogle Scholar. From your research you have been asked to contribute to a
Section AMain Questionsbriefing document that provides some insight into the implications ofintroducing such a system into your organisation. Your document is for theproject leader and your contribution should provide:a.A short introduction outlining what is in the document (3 marks),roughly 100 wordsb.Provide an explanation of what you consider to bethree key barriers,from an employee’s perspective, to use knowledge managementsystems to improve communications and share knowledge. You shouldprovide supporting examples from your research to strengthen yourdiscussion. Assume 7 marks for each challenge (21 marks), roughly 400wordsc.Suggesthow managers within the organisationcould respond to eachof the three points raised in part2bto reduce the impact of each ofthe barriers that you have raised. You should provide supportingexamples from your research to strengthen your discussion and stateany assumptions you have made. Assume 7 marks for each response tothe challenge (21 marks), roughly500 wordsTotal 45 MarksStructure, referencing, use of language including use of Harvard ReferencingSystem throughout your assignment.(10 marks)Assignment total 100 MarksTotal Calculation = Part 1 + Part 2(Option 1 or Option2) + Structure