ber 3 Cust X 203%20Customer%20engagement.pdf MicroStrategy L Group approvals Se X Pelopele Dashboard Rubric: M The Role of Bank IT C x 2 / 2 | - 100% + >> Excalidraw | Hand-d... 2) Value propositions are delivered to the customers/stakeholders via a carefully planned and executed customer engagement journey. This journey aims to increase the success rate via managing all the components related to delivering on the promise. Describe the customer engagement journey for the value proposition set out in question 1, using the following questions: a) Firstly, explain the customer engagement journey from the customers' perspective. You may use a journey or process map. Provide a clear rationale and motivation as to why each phase/step is necessary to effectively deliver on this promise. b) Secondly, describe the same journey INSIDE your organisation. Specifically, detail/add all the elements that the customer may not be able to see yet is vital in delivering on the promise made via the value proposition. c) Lastly, highlight possible strengths (3) that will help secure success of the journeys. Also highlight weaknesses (3) that may cause failure of the 2 described journeys. d) Critically consider your answer in (c) and discuss three well thought through recommendations on how your organisation can improve the customer engagement journey by focusing on the value proposition and/or customer experience. Note: This exercise can be done using a schematic diagram, a discussion, or a classification system of your choice. Indicate how many different units/divisions are involved in delivering on the promise and ensuring good customer experiences. 50 (each sub-question counts equal parts) 2 Identify the theory. Apply the theory. W O Value Management > d Motivate your C P Report structure - home fi

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