BK007A1 Customer Relationship Management in Marketing

Assessment # 1

Assessment Code:	BK007A1
Assessment Name:	Individual Assignment
Assessment Type:	Individual Essay
Subject Code:	BK007
Subject Name:	Customer Relationship Management in Marketing
Briefing Date:	Week 1
Submission Date:	To be confirmed on Turnitin submission page in Moodlerooms.
Weighting:	30%
Aims:	Demonstrate  a  critical  understanding  and  application  of  key  principles  of
	Customer Relationship Management.
Brief:	Identify and review the CRM at C. Fun Parks (CFP). Principles, CRM as a business
	strategy, elements of CRM and influences on the success of CRM
Submission	The essay MUST be typed in 12pt font Times Roman or Arial, 1.5 line spacing and
Format:	properly referenced using APA 6th edition. The length of the essay must be at least
	2000  words  and  not  exceeded  2,500  words  excluding  reference  list  and
	appendices.
	NO handwritten assignments will be accepted.
	A final soft copy of all assignments MUST be submitted via “Turnitin on NZSE-
	Moodle” online.
Additional
Information:	You are required to keep a soft copy of this particular assignment.
Collaboration
	Required	Permitted
	If yes, extent of collaboration:
	No.
Referencing
	Required
	If yes, sample of referencing:
	Peelen, E., & Beltman, R. (2013). Customer relationship management. (2nd ed.).
	Harlow, UK: Pearson Education Limited.
Alternative	No alternative
Assessment

 

Grading Bands:

Percentage	Mark
100 – 85	High Distinction
84 – 75	Distinction
74 – 65	Credit
64 – 50	Pass
< 50	Fail

 

NZSE Policy:

1. All work submitted must be accompanied by an Assessment Submission Form (attached). The lower part of this form is to be signed by the lecturer/staff and kept by the student as proof of submission.


2. All work submitted after the submission deadline will be limited to a maximum of 50% and will not be accepted after the end of the study period unless special circumstances apply.


3. Students only receive grade bands, not raw marks, for individual assessments.

Learning Outcomes:

The learning outcomes associated with this assessment brief are:

1. LO1 Identify key principles of Customer Relations Management (CRM) and its importance in terms of competitive strategy for today’s business.


2. LO2 Identify the range of stakeholders affected by CRM including current customers, potential customers, company strategists, managers and marketing specialists.


3. LO3 Appreciate the importance of information technology in CRM: students will understand the importance of creating effective processes for reaching customers and accessing their input, and the increasing role of IT in these processes.


4. LO4 Understand the value creation through CRM and the development of customer relationship based marketing strategies in specific businesses. Students are expected to develop strategies incorporating CRM into the marketing for a range of companies including both service and product-based companies

 

Individual ASSIGNMENT:

Topic: Customer relationship management in marketing

Assignment instructions:

1. This essay is to be completed individually.


2. Assignment instructions and length: 

The front page of the essay must be the assessment cover page, signed and dated.

Use 12 point Times Roman or Arial font in your essay. The length of the essay (excluding cover page, and references) should be limited to 2,500 words. 

You are required to attend a workshop on assignment 1 topics during the class sessions.

3. Presentation and Referencing: 

The assignment is to be presented to a professional standard, typed and with appropriate citation and referencing. Marks will be awarded for presentation, correct spelling and overall structure. 

All references must be cited using APA (6th ed.) format. (Refer to Writing guidelines for business students Emerson). Failure to reference correctly in up to 10% of total marks being deducted).

Plagiarism (passing off someone else’s work as your own) is to be strictly avoided; if this is found, the assignment will receive zero marks and the student(s) will be liable for disciplinary action.

Assignment Tasks:

You are required to read the attached case study and Chapter 1 notes posted on Moodle and write an essay addressing the following questions: Question 1: (Maximum 500 words)

1. Evaluate the different perspectives on CRM in your own words, by examining the different definitions of CRM discussed in class (Chapter 1 notes posted on Moodle) LO1 (5 marks)

 

1. Critically examine in the context of the case study, ‘Organisational CRM’ as a business strategy LO1

 

(10 marks)

 

Question 2: (Maximum 2000 words)

 

1. Identify the range of stakeholders affected by CRM, and analyse the impact of CRM on these stakeholders, in the context of the case study organisation (LO2) (Maximum 200 words) (10 marks)

1. Evaluate the importance of information technology in CRM, using examples from the case study organisation (LO3) (Maximum 300 words) (10 marks) 

1. Critically examine the elements of CRM, based on the building blocks of CRM that would be relevant to the case study organisation (LO1) (Maximum 500 words) (20 marks)

1. As a CRM consultant, discuss the factors you think would influence the success of CRM on the case study organisation, and include recommendations (LO4) (Maximum 1,000 words) (15 +15 marks) (Class participation in assignment 1 workshop? (5 marks)

 

• Formatting-Clear, concise style of written expression ensuring complete coverage of all concepts.


• Neat and tidy presentation and formatting.


• APA 6th edition referencing-accurate) (10 marks)

 

Assessment Criteria:

 

	Structure of the Essay		Weight %
1	Background/Introduction (Task 1 a & b)		15%
	Discussion:
2	Knowledge of subject; Understanding of concepts/theory (Task 2 a & b)		20%
3	Application of theoretical concepts  (Task 2 c)	20%	35%
3	Information analysis/synthesis (Task 2 d- success factors )	15%
4	Presentation  (written  expression,  formatting,  referencing  (APA  6th		10%
	edition) etc.
5	Lessons learned/Conclusion (Task 2 d- recommendations)		15%
6	Class participation in assignment workshop		5%
	Total		100%

 

Case Study:

CRM at C. Fun Parks (CFP)

Background

1985. Fun Parks (CFP) is a concept that was developed by Theodore Brook (TB) in 1985. The aim was to give people a short break, to take away their worries and give them a safe place to visit, where everything is provided for their comfort and entertainment, and also their family and/or friends, and all close to home!

From 1985 onwards Brook experienced a great demand for his service proposition. In only a few years he was able to open more than thirty of these resorts in the Netherlands, Belgium, Germany and France.

The first resorts were company owned, managed and operated. But soon Brook found that his resources were limited and this hindered a rapid expansion; the launch of a franchising concept provided a solution. At present, 85 percent of resorts are owned and managed by franchisees. Twice a year there is a meeting between the franchisees and the franchise organisation. During the last franchisee meeting, Brook was asked to develop and present a CRM plan. The franchise organisation was, in the franchisees’ opinion, lacking a clear CRM vision and strategy, and invested in a rather ad hoc way in CRM systems.

The franchising concept

Characteristic of CFP is the resort’s main building that houses the reception, a restaurant, a (tropical) swimming pool, a bar, a terrace, a game hall and a convenience store. Apart from the central building, the resorts contain several bungalows, with accommodation available for four to sixteen people.

Guests can choose between several service packages. The budget pack does not include bed sheets, towels, cleaning, welcome food and beverage package, etc., whereas the premium pack will provide these services.

Also, in the park, several activities are organised for guests, ranging from horse riding, bingo and soccer games to nature walks. Outside the park, there are ample opportunities for enjoying a short holiday. The park provides guests with information so that they can enjoy and explore the local environment.

Franchisees have little decision-making freedom over the park. The park’s general manager also has to follow and pass a professional hospitality management programme and a special quality management system has to be implemented in his/her organisation. Furthermore, s/he will have to participate in the joint marketing programme.

 

Franchisee performance

About 70 percent of the franchisees have been able to increase customer satisfaction rates over the past five years. However, the improvements in profitability and sales show a less satisfying trend over the past three years. Of course the market has changed, but even if the franchisees take account of external events, they state they ‘need more’. Occupancy rates have dropped to 85 per cent; this, although still acceptable, has been higher in the past. Furthermore, guests often delay their choice of a short break, leaving the decision as to whether to book a holiday until the last minute. French guests are known for their impulsive behaviour; a substantial percentage does not reserve a bungalow, and arrive at reception asking for a place to sleep. During guests’ stay, the pattern has also shown a negative trend: they spend less during their stay in the restaurant, in the convenience store, on organised activities, on services, etc. Not all the facilities are particularly profitable either. Although it might not be desirable to hold each facility accountable, there is a need to exploit the tropical swimming pool, for instance, in a more economical way.

CRM on the agenda

Although relations with headquarters and TB are quite good, during the last meeting franchisees expressed concerns. They particularly expressed concerns about the effective use of CRM. Brook has been investing rather large amounts of money in CRM projects that have been delayed or even cancelled. Franchisees wanted him to hire an external expert to make an independent analysis and to provide recommendations for CRM. Also they want this expert to consider, as part of CRM, the feasibility and functionality of a loyalty programme to improve customer retention rates and spending.

Brook wants to follow up this request. Imagine he has selected you and invites you to present your ideas on this project. What is your initial analysis of the situation? How should they approach the project and seek to improve CRM at CFP?

As input for your preparations, CFP has provided the following information on the CRM projects.

CRM Project 1

Let’s say Brook has hired Siebel to implement a CRM system for the internet (web) channel and the call centre. Siebel (Oracle) is a well-known CRM system; by selecting this service provider, Brook sought to reduce the risk.

At the core of this project were several processes (lead generation, converting leads into sales, information provision, market research, after sales service).

The real-time registration and accessibility of the communication history for different channels made it possible to serve prospects and customers any place and anytime.

Problems have arisen with the integration of this front office application with back office systems for administration, billing, invoicing and reservations. Up until now the systems have operated separately.

CRM Project 2

The success of CRM depends to a large extent on the quality of the data and the customer profile. To date, several parks have been recording the identity of the guests in their own way; they did not want to rely on head quarter’s data bases. However, the local databases don’t only differ in structure, but also in the quality of the registered data. The result is that many (e-) mailings are returned, wasted and result in time-consuming phone calls to call centre agents.

 

Profiling attempts to seek to know more about each individual customer have been initiated, but have not yet resulted in an increase in sales, spending, and retention or satisfaction rates.

 

(Source: Adapted from Peelen, & Beltman, 2013)

	Marking Criteria: BK007 Customer Relations Management in Marketing
	Assessment #1: Individual Assignment			Weighting: 30%
	Student/s ID: ____________
			Excellent		Good	Satisfactory		Poor	Very poor and /or
									Unacceptable
	1					A satisfactory		A poor basic
								description of
						description of the
								definitions of CRM and
					A good description of the	definitions of CRM and
								business strategy
			An excellent evaluation of the		definitions of CRM and	business strategy
								context. >5 but <7.5	An unacceptable description of
			definitions of CRM and business		business strategy context.	context>7.5 but <10
								(One perspective of	definitions of CRM and business
			strategy context. >13		>10 but <13	(Less than two
								CRM evaluated but	strategy context <5
			(over a range of three different		(Between two to three	different perspectives
								lacks depth;	(Included but lacks depth and is
			perspectives of CRM evaluated;		different perspectives of	of CRM evaluated;
								CRM as an integral	incorrect;
			CRM as an integral part of		CRM evaluated;	CRM as an integral
								part of business	CRM as an integral part of
		Background/	business strategy examined		CRM as an integral part of	part of business
								strategy examined	business strategy examined
		Introduction (15%)	critically within the case study		business strategy	strategy examined
								critically within the	critically within the case study
			context the discussion brings in		examined critically within	critically within the
								case study context the	context the discussion makes a
			all the value disciplines		the case study context the	case study context the
								discussion makes a	mention of value disciplines
			(strategies) according to Treacy		discussion brings in at	discussion brings in at
								mention of value	(strategies) according to Treacy
			and Wiersama; product		least two of the value	least one of the value
								disciplines (strategies)	and Wiersama included incorrect;
			leadership; cost leadership;		disciplines (strategies)	disciplines (strategies)
								according to Treacy	not included and or incorrect;)
			individualised CRM;)		according to Treacy and	according to Treacy
								and Wiersama
					Wiersama; includes only )	and Wiersama; CRM
								included but not
						included but lacks
								elaborated; and or
						depth;)
								lacks depth ;)
	2					A satisfactory essay		A poor basic
					A good essay that clearly	that elaborates at least		identification of
			An excellent essay that clearly		elaborates the range of	three stakeholders		stakeholders and the	An unacceptable identification of
			elaborates the range of		stakeholders and the	and the importance of		importance of
									stakeholders and the importance
			stakeholders and analyse the		importance of information	information		information
									of information technology,
			impact of CRM; evaluates the		technology, building	technology, building		technology, building
		Knowledge of subject;							building blocks of CRM - <3
			importance of information		blocks of CRM >10 but	blocks of CRM >5 but		blocks of CRM >3 but <
		Understanding of							(Discussion includes
			technology. ->15		<15	<10		5
		concepts/ Theory							stakeholders- incorrect and lacks
			(discussion includes over 5		(discussion includes	(discussion includes		(Discussion includes
		(20%)							depth and detail; includes
			stakeholders; more than three		between three to 5	between 2-3		stakeholder’s lacks
									perspectives on the role of
			perspectives on the role of		stakeholders; between 2-3	stakeholders; at least		depth and detail;
									technology but errors and lacks
			technology included with in-		perspectives on the role of	one perspective on the		includes perspectives
									depth and detail.)
			depth discussion)		technology included with	role of technology		on the role of
					in-depth discussion)	included with in-depth		technology but lacks
						discussion)		depth and detail.)
	Assessment1 Brief		Page 7 of 8

 

3

At

least

three

The

implications

of

A

good

range

of

implications

of

building blocks of CRM

implications

of  building

building blocks of CRM

and influencing factors

blocks

of

CRM

and

for success of CRM-

The  implications  of  building

An excellent range of implications

influencing

factors

for

and influencing factors

poor

coverage

>

10

blocks of CRM and influencing

of building blocks of CRM and

success of CRM are clearly

for success of CRM are

but <15

factors  for  success  of  CRM-

Application of

influencing factors for success of

outlined >20 but <30

outlined >15 but <20

A  relevant

building

unacceptable coverage – <10

theoretical concepts

CRM are clearly outlined. >30

Between 2 to 3 relevant

At least

one

relevant

block

is included but

Building blocks are discussed lack

and Information

More than 3 relevant building

building

blocks

are

analysis and synthesis

blocks are discussed in depth;

building

blocks

are

discussed in depth; At

lacks

depth;

a

valid

relevance and  depth; 3 reasons

(35%)

more than 3 reasons for success

discussed

in

depth;

least

1

reason

for

reason for

success

is

for  success  are  discussed  or

are discussed or alternatively 3

between 2 to 3 reasons for

success

are discussed

included

however

alternatively 3 reasons for failure

reasons for failure are analysed

success

are

discussed

or

in

depth

or

lacks

depth discussed

are analysed but lack depth and

alternatively between 2 to

or

alternatively

relevance

3 reasons for failure are

alternatively at least 1

1reason for failure are

analysed

reason for failure

are

analysed

but

lacks

analysed in depth

depth

4

A satisfactory written

expression ensuring

A good clear, concise style

complete coverage of

An excellent clear, concise style of

of written expression

all concepts.

A poor coverage. Tidy

written expression ensuring

ensuring complete

Punctuation and

presentation. Major

An unacceptable coverage. Tidy

Presentation (Written

complete coverage of all concepts.

coverage of all concepts.

grammar could be

errors in punctuation

presentation. Punctuation and

expression, formatting,

Free of punctuation and

Minor punctuation and

improved. Average

and grammar. Major

grammar – very poor. Poor

referencing- (APA 6th

grammatical errors. Neat and tidy

grammatical errors. Neat

effort on presentation

gaps in APA 6th

attempt or not included -APA 6th

edition) etc. (10%)

presentation and formatting. APA

and tidy presentation and

and formatting. APA

edition referencing-

edition referencing <3

6th edition referencing-accurate.

formatting. APA 6th

6th edition

>3 but <5

>8.5

edition referencing-

referencing included

accurate >7.5 but <8.5

but needs

improvement - >5 but

<7.5

5

A satisfactory

Excellent recommendations and

A good recommendations

recommendations - >8

A poor

but <10

recommendations - >5

An unacceptable

conclusion->12

>10 but <12

Lessons learnt / &

Between 1 to 2

but <8

recommendations - but <5

More than five relevant

Between 3 to 5 relevant

Conclusion - 15%

relevant

1 relevant

Missing and /or Irrelevant

recommendations and a relevant

recommendations and a

recommendations and

recommendation and

recommendations and conclusion

conclusion included

good conclusion included

a good conclusion

a conclusion included

included

6

Class participation in

Mostly participated->3

Fair participation - >2

Poor participation->1

assignment 1 workshop

Fully participated - >4

Not participated - <1

but <4

but <3

but <2

(5%)

 

	Mark: _________ Grade: _______
	Lecturer: _______________________ Date: __________		Comments: