CUSTOMER RELATIONSHIP MANAGEMENT

(BS 202)

Question :

How Customer Relationship Management (CRM) improves business intelligence (performance) in the area of segmenting customers, integrated data, tracking key performance indicators in the Information Technology (IT) perspective.

your assignment should include the topics and sub-topics as listed below:

A.Segmenting Customers.

• Product Groups
• Describe Cross-Sell & Up-Sell opportunities.
• Campaign Segmentation.

B.Integrated Data and The CRM analysis.

• Transaction data.
• Web visitor tracking.
• Email marketing.

C.Tracking Performance & event triggered alerts.

• Sales Target.
• Service response time.
• Product performance.

Marking Scheme.

1.Definition, Introduction & role of CRM.(5 marks)

2.Segmentation, Integrated Data & CRM Analysis.

Tracking Performance & Event Triggered Alerts

CRM benefits from IT perspective.

Insert appropriate diagram or flow chart .(16 marks)

3.Summary & Conclusion.(4 marks)

[Total: 25 marks]