CRM & SCM

Elements of competency	Performance Criteria	Question	Performance Levels
			Completely achieved	Achieved	Average	Unachieved	Completely unachieved
Explain the benefits of Customer Relationship Management tools Describe Portfolio Analysis and Opportunity Management. Explain how CRM can help you to Know your Customer	Describe how CRM can result in improved customer service efficiency and effectiveness Explain the importance of managing a portfolio of opportunities to ensure that they have been properly prioritized, those involved are aware of this prioritization, and they are reprioritized as appropriate. Describe how to ensure that you know who your customers competitors are, and whether they are your customers well.	1,2,3	Student provides complete understanding of the CRM and CRM tools explaining in detail each component and how it will be applied. 100-90	Student provides complete understanding of the CRM and CRM tools explaining in detail each component. 89-80	Student provides an understanding of the CRM and CRM tools explaining each component. 79-70	Student provides an understanding of the CRM and CRM tools 69-60	Student does not provide complete understanding of the CRM and CRM tools 59-0

Performance criteria evaluated: 1) The presentation of CRM & SCM that are applied in the correct context. 2) The correct attributes and components applied to the questions. 3) Professional language skills and spelling. The elements here should be the one found in the table above. 10% may be taken away for spelling and grammar mistakes.

Total weight : /3

Total points. /30

Instructions: Based on the questions you are about to read, answer each of the questions found below. Approx. 250 to 300 wrds each

1. How do customer relationship management systems help organizations achieve customer intimacy? (10 pts)

2. Discuss the relationship between CRM and customer privacy. (10 Pts)

3. Distinguish between operational CRM systems and analytical CRM systems. (10 Pts)