13 May MGT215 Sect1 Customer Relationship Management Module 8 Assignment
Signature Assignment Description/Directions:
Based on what you have learned so far in this course, create a Customer Service Plan that addresses the following points. Be sure to completely answer all the questions for each bullet point. Use clear headings that allow your professor to know which bullet you are addressing on the slides in your presentation. Support your content with at least three (3) citations throughout your presentation. Make sure to reference the citations using the APA writing style for the presentation. Include a slide for your references at the end. Follow best practices for PowerPoint presentations related to text size, color, images, effects, wordiness, and multimedia enhancements.
For this signature assignment, you will be developing a strategic customer service plan for Dr. Z’s Sportswear. Please be sure you are using your text and articles from this course to help craft your strategic report.
Your Strategy Development
Your signature assignment will comprise 2000-2500 word plan defining a strategy for an organization listed below. You are an external consultant that specializes in setting up a customer service department and helping the organization develop a customer experience strategy. This organization is called Dr. Z’s Sports Wear. This is a retail organization that has 10 locations in the Greater Chicagoland Area but also has an online presence. Annual sales from 2020 were $10,000,000 and the organization is looking to grow and open stores in Iowa and Indiana. They need to know how to develop a customer service culture and strategy before they can grow service to the new customer base. There have been a lot of complaints coming through on social media about not having excellent customer service, no replies or callbacks, and very little customer engagement. The revenue projection for Dr. Z’s, if a new strategic customer service plan is put into place, could move the needle from $10 million to $20 million in the next two years. If the strategic customer service plan is not valid, this could drop revenue further, hurt the brand and cause potential lay-offs.
Your report will be structured as such:
Title Page
Strategic Overview – Develop a vision for Dr. Z’s to help guide the strategic customer service plan development.
Customer Expectations – Explain how you are going to understand what the customers want. How are you going to work with dissatisfied customers and what actions will you take to help Dr. Z’s provide quality service?
Technology – Provide examples of technology that you would like to see implemented and why.
Tools – Discuss a tool that can be used to query the customers and get their feedback. Why use this tool and how often does it need to be used? How will the organization use the data?
Culture – Explain the importance of having a quality service culture. What are the most important aspects Dr. Z’s needs to have in place for them to grow?
Recommendations – Review and provide a bulleted list of your recommendations based on your strategy.
References
M8 Assignment UMBO – 1, 2, 4, 5
M8 Assignment PLG – 1, 3, 4
M8 Assignment CLO – 1, 2, 3, 4, 5, 6, 7, 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: 2000-2500 word business report; answers must thoroughly address the questions in a clear, concise manner.
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 style in-text citations and references for all resources utilized to answer the questions. Include at least three (3) 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”)
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