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Customer Relationship Management (CRM) Assignment
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Added on 2019-09-18
Customer Relationship Management (CRM) Assignment
Added on 2019-09-18
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The assessment questions are in Section A and are split into two parts: Part 1 and part 2You must Answer the question in Part 1.The Case Study for Part 1 can be found after the main questions in Section B In Part 2 ofthe question in Section A, you can choose either Option 1 OR option 2.You will find a guide on briefing documents in Section CSection Dcontains an overall marking guide.Section A: QuestionsQuestion PART I ANSWER ALLYou must complete following question:1. You are part of a team on a strategy work force that has been assigned to look into the strategic position of Freakomon. You have been asked to review the threats from the competitive environment and make suggestions in a briefing document on how toimprove Freakomon’s competitive position. The case study is at the end of the question 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 stakeholders to 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 choose ONE of the following options either Option1 or Option 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 to research whether a cloud based Customer Relationship Management (CRM) system could improve business performance for your organisation. Research arange of companies that have introduced cloud based CRM using articles and case studies from academic sources such as Athens and Google Scholar. From your research you have been asked to contribute to a briefing document that provides some insight into the implications of moving to a cloud based system for your organisation. Your document is for the project leader and your contribution should provide:a.A short introduction outlining what is in the document (3 marks),roughly100 wordsb.Explanation of what you consider to be three of the key challenges for successfully introducing a cloud based CRM system into your organisation. Youshould provide supporting examples from your research to strengthen your discussion. Assume 7 marks for each challenge. (21 marks). roughly 400 wordsc.Suggest how managers within the organisation could respond to each of the three points raised in part 1b to reduce the impact of each of the challenges that you have raised. You should provide supporting examples from your research to strengthen your discussion and state any assumptions you have made. Assume 7 marks for each response to the challenge. (21 marks) roughly 500 wordsTotal 45 MarksOption 21.You are part of a project team that has been asked to research the how knowledge management practices could be improved and supported using technology 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 and Google Scholar. From your research you have been asked to contribute to a
Section AMain Questionsbriefing document that provides some insight into the implications of introducing 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 be three 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 your discussion. Assume 7 marks for each challenge (21 marks), roughly 400wordsc.Suggest how managers within the organisation could respond to each of the three points raised in part 2b to reduce the impact of each of the barriers that you have raised. You should provide supporting examples from your research to strengthen your discussion and state any assumptions you have made. Assume 7 marks for each response tothe challenge (21 marks), roughly 500 wordsTotal 45 MarksStructure, referencing, use of language including use of Harvard Referencing System throughout your assignment.(10 marks)Assignment total 100 MarksTotal Calculation = Part 1 + Part 2(Option 1 or Option2) + Structure
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