13 May MGT215 Sect1 Customer Relationship Management Module 7 Assignment

Write a 750-1,000 word essay addressing each of the following points/questions. Be sure to completely address the points below. Separate each section in your paper with a clear heading that allows your professor to know what topic you are addressing in that section of your paper. Support your ideas with at least two (2) citations in your essay. Make sure to reference the citations using the APA writing style for the essay. The cover page and reference page do not count toward the minimum word amount.

For this assignment, you will use the results from an NPS survey to craft a report for your leadership discussing the CE progress. Please see the results below from 15 customers that replied to your XYZ product offering of NCAA Sweatshirts. These 15 customers are large interest organizations that make up over 70% of your revenue stream, so their input is extremely important though limited in scope. Some of these retailers have over 100+ locations, so getting this right is extremely important. You need to provide a business report that discusses these results that is relevant to your leadership audience. The leadership audience comprises the COO, Marketing Director, Customer Service Director, and 6 managerial stakeholders.

Remember, an NPS survey asks one question- On a scale of 1-10, how likely are you to recommend the XYZ product offering? Based on your answer, provide some comments.

This report should be structured with an Executive Summary, Body, Recommendation, and Conclusion.

NPS Survey Results from the 15 Major Retail Distributors for sweatshirts

Company

NPS Score

Comments

1

A

6

Decent product- delivery was flawed- poor follow up

2

B

6

Customer Service hard to get a hold of- no solutions

3

C

9

We liked the product- good service, knowledgeable staff

4

D

10

Great Product- Loved it and cannot wait to sell it

5

E

3

Disappointed- too expensive for quality

6

F

7

Seems fine- will see how it sells

7

G

7

Product is alright- nothing special- decent customer service

8

H

7

Good product, will buy again though hard to order

9

I

9

Good product, good service, good quality

10

J

6

Long hold times to speak to CSR concerning the order

11

K

4

Poor service, product substandard, refund requested

12

L

10

Love the product..cannot keep it on the shelves- customer service is good but long hold times

13

M

8

We liked the product, need to see how it sells, ordering was difficult

14

N

8

Good overall experience and will use this product again

15

O

7

Its good but would like to see some improvements in customer service

Answer these questions in your report and be specific and concise:

What is the average NPS score overall?
What were the key drivers of customer problems?
What are some actions that need to be implemented?
What are your overall recommendations for improvement?
M7 Assignment UMBO – 1, 2, 3, 4, 5

M7 Assignment PLG – 1, 2, 3

M7 Assignment CLO – 8

Instructions & Specifications
Submissions
Rubric
Start by reading and following these instructions:
Study the required chapter(s) of the textbook and any additional recommended resources. Some answers may require you to do additional research on the Internet or in other reference sources. Choose your sources carefully.
Consider the discussion and the any insights you gained from it.
Review the assignment rubric and the specifications below to ensure that your response aligns with all assignment expectations.
Create your assignment submission and be sure to cite your sources, use APA style as required, and check your spelling.
The following specifications are required for this assignment:
Length: 750-1,000 words.
Structure: Include a title page and reference page in APA style. These do not count toward the minimum word count for this assignment.
References: Use the appropriate APA citations and references for all resources utilized on each slide. Include at least two (2) scholarly sources to support your claims.
Format: Save your assignment as a Microsoft Word document (.doc or .docx).
Filename: Name your saved file according to your first initial, last name, and the module number (for example, “RHall Module 1.docx”)
After completing the assignment above, select the link below to access the next module overview.