CRM Course

Home Assignment 1

Define the following terms:

1. CRM2. Customer3. Database4. List5. eCRM6. PRM7. ERM8. SFA9. Loyalty Program

CRM Course

Group Project 1

Class will be divided into groups

Each group should have 4-5 members each

Each group member must be present during the presentation only then they will get evaluated

Each group member’s participation must be acknowledged by other group members

Assignment:

Please pick “CRM Buzzwords” and present to the class (number of buzzwords per team to be determined):

1. CRM Analytics

2. Customer Relationship Analysis

3. OLAP

4. Web Analytics

5. Web Mining

6. Clickstream Analytics

7. Predictive Analytics

8. Speech Analytics

9. Text Analytics

10. Real time Analytics

CRM Course

Group Project 2

Class will be divided into groups

Each group should have 4-5 members each

Each group member must be present during the presentation only then they will get evaluated

Each group member’s participation must be acknowledged by other group members

Assignment:

Please pick-up one of the CRM projects – you could search on the web, or take from a company. Present the CRM implementation which should cover the following:

Program objectives

Target customers

Components of the CRM project

Results from the CRM implementations

Collect a sample list of CRM projects from your class rep.

CRM Course

Group Project 3

Class will be divided into groups

Each group should have 4-5 members each

Each group member must be present during the presentation only then they will get evaluated

Each group member’s participation must be acknowledged by other group members

Assignment:

Select one of the case studies from the Professor:

1. The Value of Flexibility at Global Airlines: Real Options for EDW and CRM - Mark Jeffery, Chris Rzymski, Sandeep Shah, Robert J. Sweeney

2. IIF and QuaTeams Creating a Custom CRM - Nicole R.D. Haggerty, Jordan Mitchell, Matt Woerner, Yulian Zhang

Grey Worldwide: Strategic Repositioning Through CRM - Julie Yu, Ali F. Farhoomand, Shamza Khan, Marissa McCauley

Analyse it in terms of the following:

a) Problem specification

b) Solution design – the stated and the un-stated, behind the scene components of the solution

c) Relevance of the solution design – pros and cons

d) Could there be a better solution than one suggested?

e) Benefits of the solution

CRM Course

Group Project 4

Class will be divided into groups

Each group should have 4-5 members each

Each group member must be present during the presentation only then they will get evaluated

Each group member’s participation must be acknowledged by other group members

Assignment:

Please pick-up one of the CRM, eCRM, SFA etc. software packages. Present in detail to the class.

Leaders - Leaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries.

Challengers - The vendors in the Challengers quadrant demonstrate a high volume of sales in their chosen markets, balanced across at least three vertical industries.

Visionaries - Visionaries are ahead of potential competitors in delivering innovative products and delivery models. They anticipate emerging/changing customer service needs and move into the new market space.

Niche Players - Niche players offer solid products for CSS functionality components or vertical sub segments. They may offer complete portfolios but demonstrate weaknesses in one or more important areas.

e-Service Suites (Gartner Magic Quadrant - 2008)

S No Leaders Challengers Visionaries Niche Players

1 Rightnow Technologies SAP Talisma Kana

2 eGain Avaya

3 ATG

4 Oracle (Siebel Systems)

5 Artificaial Solutions

6 Interactive Intelligence

7 Intelliresponse

CRM Customer Service (Gartner Magic Quadrant - 2008)

S No Leaders Challengers Visionaries Niche Players

1 Oracle (Siebel Systems) Amdocs Microsoft Rightnow Technologies

2 Salesforce.com Pegasystems

3 SAP

4 Oracle (E-Business Suite)

5 Graham Technology

6 Chordiant

7 Portrait Software

8 Oracle (Peoplesoft)

9 Infor

10 Jacada

11 Astute Solutions

SFA (Gartner Magic Quadrant - 2008)

S No Leaders Challengers Visionaries Niche Players

1 Salesforce.com Microsoft Dynamics Software

Oracle CRM on Demand

Netsuite

2 Oracle (Siebel Systems) SAP Landslide Technologies

SageCRM

3 Sage SalesLogix

Pivotal

4 Act!

5 Infor

6 Sugar CRM

7 GoldMine

8 Maximizer Software

9 Consona

CRM Course

Group Final Project

Class will be divided into groups

Each group should have 4-5 members each

Each group member must be present during the presentation only then they will get evaluated

Each group member’s participation must be acknowledged by other group members

Assignment:

Select any company and its product – present background information and possible challenges they face

Analyze the demands placed on the company by its various customer constituents:

o End customers

o Vendors and suppliers

o Distribution channel

o End retailers

o Internal customers

Define the various expectations from the company that each of these above customer groups will have

Develop a CRM solution for each of the above customer groups

o Solution design

o Software suggestion

o Policies and processes required for a successful CRM solution

o Financial plan

o Expected gains

Note: Try to understand the company background via web search as well as direct contact with the company. You could select a company where FLAME alumni are working. Or a company that you have contacts in.