Need 5 papers written about Customer Relations Mgmt. Technologies. Here are the requirements:
In this course, the Project assignments for each Module will involve developing a customer service audit / customer relationship management plan for an organization or company that you choose.
The organization or company you choose for this assignment should be one where you have easy access to the kinds of non-proprietary information you'll need for your exercise. If you work in an office of an organization or a company and that organization or company says that it:
deals with customers, and
is willing to let you have access to the information that the project requires,
then much of the work on your SLP is not much more complicated than re-writing what you obtain into the prescribed format, and of course thinking about what it means.
Those of you working in less conventional kinds of organizations may face a more complicated task. Although almost every organization faces tasks that could be in some sense classified as CRM, for purposes of this exercise it would be a good idea to stick to organizations where the customers are separate and easily identifiable and you don't find yourself having to stretch the definitions in order to make them apply. Military organizations are particularly problematic, although some are fairly easily fit into this mold. If your military unit is involved directly with identifiable customers or clients, even if they happen to be other military units, it may be a reasonable candidate for the project. Units on active service are probably more difficult to fit into this mold; CRM has yet to be seriously applied to the violently hostile. In this case, as in the case of some other private or public organizations, the internal connection may not be sufficient to generate a reasonable target for the exercise.
If you do not have access to company or organization information as an insider, you should probably pick a publicly held organization or company. Publicly held firms are obliged to publish detailed information at regular intervals on their financial and/or market position, and organizations that sell CRM technologies to such corporations often use them as examples or case studies that might serve as raw material for this exercise.
In a 2-3 page paper please present the following:
the name of (the division of) the Organization or Company you have chosen to audit
a brief description of the Company's situation:
where it is
who runs it
its products (goods and/or services)
anything you know or can easily find out about its practices of developing customer information. [If you don't have a lot of information in this area right now, don't worry; there's time to develop this information as the project proceeds.]
A brief overall assessment of the current state of CRM in this organization
Please Note: since the firm you are auditing might have more than one division and that these divisions encompass different products (goods and/or services), you should limit your analysis to only one of the markets in which your firm operates.
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