Customer relationship management books free download

Module 1, Assignment 1 - Reflection On Customer Relationship Management History And Theory

Address the following questions using the attached document as a reference and doing an internet search. Cite your sources.
customer-relationship-management.pdfPreview the documentView in a new window

Read only Sections one, two and three of this article for this module.

and

https://www.cleverism.com/crm-value-chain-model-better-targeting-customers/ (Links to an external site.)

1. Define CRM and how it is evolving through the use of technology, increased competition, and increased focus on customers. Provide an analysis of the following:
1. Enterprise Resource Planning

2. Define the concept of customer lifetime value (do an internet search of the term to expand your definition)

3. Identify and evaluate at least one Frequent Shopper Program and Loyalty Focused Program

4. Define what a customer relationship management model is and provide examples.

2. Provide an an analysis of the "Gaming Corporation" and how the implementation of a CRM strategy helped their business. What changes were made?

3. Define Customer Data Integration. What are the challenges facing CRM and Customer Data Integration?

4. Define customer-centric and how it has changed customer relationship management.

There is no page length defined because it is expected that you will answer each question with a strong definition of the concepts, references to the readings and analysis. You grade is based upon content.

Rubric:
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Module 1 Assignment 1

You've already rated students with this rubric. Any major changes could affect their assessment results.

Module 1 Assignment 1

Criteria

Ratings

Pts

Used headings for each section and cited sources used.

Used headings correctly

4.0 pts

Used Headings, but not spaced properly from text for readability.

3.0 pts

Used headings incorrectly

2.0 pts

Did not use headings

0.0 pts

4.0 pts

Defined CRM

Well-developed thoughts, ideas, examples and details, which shows evidence of reflection, new ideas, and grasp of concepts. Critical thinking is evident.

8.0 pts

Moderately developed thoughts, ideas, examples and details, which shows evidence of reflection, new ideas, and grasp of concepts. Critical thinking is moderately evident.

6.0 pts

Summarized what the book said, but gave few or no personal thoughts.

4.0 pts

Overview is not fully developed. Evident minimum amount of time was spent on overview.

1.0 pts

No overview was given

0.0 pts

8.0 pts

Defined and analyzed Enterprise Resource Planning, Concept of customer lifetime value and frequent shopper programs or loyalty focused programs.

Topic is well defined and summarized. Critical thinking is evident.

8.0 pts

Topic is moderately defined and summarized. Critical thinking is moderately evident.

5.0 pts

Summarized what the book said, but gave a few personal thoughts, but few or no specifics.

3.0 pts

Summarized what the book said, but gave few or no personal thoughts.

1.0 pts

Topic 1 missing

0.0 pts

Topic is not fully developed. Evident minimum amount of time was spent on reflection..

0.0 pts

8.0 pts

Provided an analysis of the "Gaming Corporation," and the implementation of CRM helped their business.

Topic is well defined and summarized. Critical thinking is evident.

8.0 pts

Topic is moderately defined and summarized. Critical thinking is moderately evident.

5.0 pts

Summarized what the book said, but gave a few personal thoughts, but few or no specifics.

4.0 pts

Summarized what the book said, but gave few or no personal thoughts.

3.0 pts

Topic is not fully developed. Evident minimum amount of time was spent on reflection..

2.0 pts

Topic 1 missing

0.0 pts

8.0 pts

Defined Customer Data Integration and how it helps business.

Topic is well defined and summarized. Critical thinking is evident.

8.0 pts

Concept is moderately defined and summarized. Critical thinking is moderately evident.

5.0 pts

Concept definition is not fully developed. Evident minimum amount of time was spent on reflection.

3.0 pts

Section is missing.

0.0 pts

8.0 pts

Defined customer-centric and how it has changed customer relationship management.

Provides analysis and demonstrates critical thinking. Makes reference to resources and well described. Critical thinking is evident.

8.0 pts

Provides definition of concepts. Lacks a demonstration of critical thinking and provides examples.

4.0 pts

Writing Assistance

0.0 pts

8.0 pts

Exceptional writing mechanics

Exceptional writing in this presentation is evident. Sources are cited correctly.

6.0 pts

3-5 grammar or spelling errors, or awkward/unclear passages.

3.0 pts

Writing is unclear and many grammar or spelling errors.

0.0 pts

6.0 pts

Total Points: 50.0