1 Understand the strategic issues associated with CRM initiatives.

CUSTOMER RELATIONSHIP MANAGEMENT

 

Coursework 2 – Assignment Specification (ACY 2018/19)

                                                                                                                                               

 

 

This is an Individual assignment and constitutes 50% of the unit mark and covers learning outcomes 1, 2 and 3 for the unit):

 

1              Understand the strategic issues associated with CRM initiatives.

2              Analyse customer needs and expectations by demonstrating the ability to integrate business, information, stakeholders, business processes and technologies into a coherent CRM deployment.

3              Provide an analysis of ethical and privacy issues towards the management of customer data.

 

Customer Relationship Management (CRM) software over the past decade has become widely available and easier to use. You are to research the following topic in-depth by completing all of the lab exercises:

 

Title: Zoho CRM, does it comply with the Dwyer, F. R., Schurr, P. H., & Oh, S. (1987) CLC model?

For your report you are to assess how Zoho CRM complies specifically with the Dwyer, F. R., Schurr, P. H., & Oh (1987) model (Fig 1).  In this report you are to identify areas of weakness and strengths of Zoho CRM in relation to the CLC model by Dwyer, F. R., Schurr, P. H., & Oh and other intrinsic theory associated with CRM that you select.  You are also expected to make a conclusion related to how well the software may comply (or may not comply) according to your findings.