Reference no: EM131295874
Assignment : (30% of final grade)
APA format, please cite the sources well, good citation and references.
Instructions
Written Assignment 2 - Customer Relationship Management: Customer Satisfaction, Customer Loyalty and Firm Profitability
The ultimate goal of any organization is goal attainment utilizing efficient and effective programs and processes. Customer relationship management is a vital component to firm success. Essentially, they key to success for any organization is to identify, attain, satisfy and retain customers that contribute to their bottom line. Inevitably, this takes place in a competitive environment.
Papers should be four pages in length, excluding cover page and references page which will make it six pages in whole, double-spaced. Use headers to separate major themes or topics. Respond fully. Give examples when appropriate. Be sure to provide your own perspective on each of the questions.
Based on the readings for this week, respond to the following questions:
1. How can an effective Customer Relationship Management program be used to identify, attain, satisfy and retain customers?
2. . Customer satisfaction is closely related to customer loyalty and customer retention. How might an organization improve customer satisfaction in order to build greater customer loyalty? What does it mean to say that an organization is customer-centric?
3. . What has been your experience with customer loyalty? For example, based on your experience are customers today more or less loyal than they have been in the past? What factors contribute to customer loyalty? Give an example of customer loyalty or alternatively situations where customers have demonstrated very little loyalty.
These are the readings; pls use this reading along with outside for the assignment. Please it is also very very important to follow the rubric below because the professor is really strict and wants everyone to follow the rubric.
https://learn.umuc.edu/d2l/le/content/165747/viewContent/7317655/View
https://learn.umuc.edu/d2l/le/content/165747/viewContent/7317656/View
https://learn.umuc.edu/d2l/le/content/165747/viewContent/7317657/View
https://learn.umuc.edu/d2l/le/content/165747/viewContent/7317658/View
https://learn.umuc.edu/d2l/le/content/165747/viewContent/7317663/View
Value of CRM to the Organization Provides a detailed and extensive discussion of how an effective CRM program can help an organization identify, retain, satisfy, and retain customers. Provides a discussion of how an effective CRM program can help an organization identify, retain, satisfy, and retain customers, however it is not thorough, in depth, or detailed. Provides a discussion of how an effective CRM program can help an organization, but does not include all of the areas where the CRM can be beneficial, i.e., identify, retain, satisfy, and retain customers. Provides limited and incomplete discussion of how an effective CRM program can help an organization identify, retain, satisfy, and retain customers, however it is not thorough, in depth, or detailed.
Relationship between customer satisfaction, customer loyalty, and customer retention. Provides a thorough and in depth discussion of the relationship between customer satisfaction, customer loyalty, and customer retention. Discussion demonstrates a thorough understanding of the relationship between thesefactors.Adequately discusses the concept of customer centric organizations. Provides a discussion of the relationship between customer satisfaction, customer loyalty, and customer retention, however it is not in sufficient depth or detail. Discussion does no demonstrate a thorough understanding of the relationship between thesefactors.Fails to adequately discusses the concept of customer centric organizations. Provides a very cursory and limited discussion of the relationship between customer satisfaction, customer loyalty, and customer retention. Does not address the relationship between these factors. Does not discusses the concept of customer centric organizations.
Personal Experience with Customer Loyalty Provides an in-depth and detailed discussion of a personal example with customer service at an organization and thoroughly discusses how this influenced their customer loyalty or disloyalty. Provides a limited discussion of a personal example with customer service at an organization and thoroughly discusses how this influenced their customer loyalty or disloyalty. Does not provide and or does not relate a personal example of customer service at an organization and does not adequately discuss how this influenced their customer loyalty or disloyalty. Does not provide a personal experience and does not discusses how this influenced their customer loyalty or disloyalty.
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