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Report of a cross-functional assessment for customer relationship management process

Report of a cross-functional assessment for customer relationship management process

You are to investigate the current Supply Chain Management practices of customer relationship management process at Bausen Hardwood Flooring company. A survey tool is provided to facilitate part of this investigation. For example, after your CRM discussion with managers, you may collect information about a specific implementation at your organization indicating which aspects have been successful or not.
Based on the score you got from Assessment Tool for the customer relationship management process, you should write a report of a cross-functional assessment for customer relationship management process.

You are to investigate the current Supply Chain Management practices of customer relationship management process at Bausen Hardwood Flooring company. A survey tool is provided to facilitate part of this investigation. For example, after your CRM discussion with managers, you may collect information about a specific implementation at your organization indicating which aspects have been successful or not.

Based on the score you got from Assessment Tool for the customer relationship management process, you should write a report of a cross-functional assessment for customer relationship management process. Please give each item a title and describe each item based on the data. Follow the example report I gave you.

 

Sixteen people were invited to complete the assessment using a paper-based tool and it was completed by 15 of them. Mark (Founder), Troy (General Manager), Chris (VP of Sales and Marketing), 10 salesmen, Kevin (Operation Manager) and Kristina (Financial Manager) took this assessment and consensus building meeting

 

 

Guideline for the Report

  1. Report Overview
  2. Belief Background for Bausen Hardwood Flooring
  3. The need for the assessment
  4. Describe the process of the assessment
  5. The Strategic Customer Relationship Management Process
  6. S-1: Review Corporate and Marketing Strategy

Item A: Corporate Strategy

The score for this item was a 2 and the importance was a 3.

Item B: Marketing Strategy

The score for this item was a 5 and the importance was a 3.

  1. S-2: Identify Criteria for Segmenting Customers

Item A: Identify Criteria for Segmenting Customers

The score for this item was a 1 and the importance was a 2.

  1. S-3: Provide Guidelines for the Degree of Customization in the Product and Service Agreement (PSA)

Item A:

The score for this item was a 5 and the importance was a 3.

Item B:

The score for this item was a 5 and the importance was a 3.

Item C:

The score for this item was a 5 and the importance was a 3.

  1. S-4: Develop Framework of Metrics

Item A:

The score for this item was a 1 and the importance was a 3.

Item B:

The score for this item was a 1 and the importance was a 3.

Item C:

The score for this item was a 3 and the importance was a 3.

Item D:

The score for this item was a 3 and the importance was a 3.

Item E:

The score for this item was a 4 and the importance was a 2.

Item F:

The score for this item was a 3 and the importance was a 3.

  1. S-5: Develop Guidelines for Sharing Process Improvement Benefits with Customers

Item A:

The score for this item was a 2 and the importance was a 3.

  1. The operational Customer Relationship Management Process
  2. O-1: Segment Customers

Item A:

The score for this item was a 3 and the importance was a 1.

Item B:

The score for this item was a 3 and the importance was a 2.

  1. O-2: Prepare the Account/Segment Management Team

Item A:

The score for this item was a 3 and the importance was a 2.

Item B:

The score for this item was a 2 and the importance was a 3.

  1. O-3: Internally Review the Accounts

Item A:

The score for this item was a 2 and the importance was a 3.

  1. O-4: Identify Opportunities with the Accounts

Item E:

The score for this item was a 4 and the importance was a 3.

Item F:

The score for this item was a 4 and the importance was a 3.

  1. O-5: Develop the Product and Service Agreement

Item A:

The score for this item was a 5 and the importance was a 3.

Item B:

The score for this item was a 3 and the importance was a 3.

  1. O-6: Implement the Product and Service Agreement

Item A:

The score for this item was a 3 and the importance was a 2.

  1. O-7: Measure Performance and Generate Profitability Reports

Item A:

The score for this item was a 1 and the importance was a 3.

Item B:

The score for this item was a 3 and the importance was a 1.

Item C:

The score for this item was a 1 and the importance was a 2.

Item D:

The score for this item was a 3 and the importance was a 1.

  1. Summary and Conclusion
  2. Give some suggestions for Bausen Hardwood Flooring

 

 

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