Organisation’s Quality Systems and Customer Relationship Management
Executive Summary
1. Introduction
In your chosen organisation, you will outline the Importance of quality processes and CRM and potential bottom-line benefits of excellent customer experience. Additionally, you will outline of what the report covers in the following sections, the ‘road map’.
2. Company Context
Brief description of your chosen company, identify the internal and external factors including COVID 19 influencing/affecting your chosen organisation’s quality system (clearly identify factors affecting customer requirements and organisational requirements).
3. Models Review
Critical review of two or more CRM models (strategic CRM,analytical CRM, operational CRM, collaborative CRM this could also include the IDIC model , QCI model , Paynes’s 5 process model or CRM Value chain) and the marketing theory/theories covering relevance of the models such as Marketing mix, Ansoff Matrix, Communication mix, stakeholder map, Porter’s 5 forces etc.
4. Model Selection
Analytical selection and justification of a model to apply to your company’s CRM problem. What is the model selected? And why the selected model is appropriate for your chosen company? Identify problem to show its relevance and potential benefits and challenges to meet customer expectations and organisational success.
Here You will clearly analyse strengths and weaknesses, evidence of successful applications closely linked to your chosen organisation. You MUST provide evidence – Findings and analysis MUST be supported with relevant data and statistics to support answer
