Scenario

You are a newly appointed Customer Relationship Manager in marketing department of popular retailer Company Quikee.com. Your job role is focused on Customer Relationship Management. Throughout the past few years, Quickee.com has become the go – to online platform for online shopping. One of the main reasons for this is Quickee’s CRM system. Amazon. Quickee is seeking to develop most complete CRM infrastructures in the world that harnesses customer data during purchases to instantly customize users’ online experience.

You are required to make proposal and present it further suggestions improve the existing CRM system and you are been approached to offer consultancies to the management through articles, discussion forums, webinar and presentations. You have been given the following tasks:

Activity 1

You are to develop an article prior to the web conference on providing an overall knowledge on importance of CRM.

Prepare an article to understand the importance of CRM to business. Use your article to provide detailed information which you can circulate among the colleagues. Your article must contain the following:

• Explain the key features of customer relationship management. (AC 1.1)
• Analyse the benefits of good customer relationship management to business. (AC 1.2)
• Analyse the impact of quality management systems on customer relationship management. (AC 1.3)