QUESTION 1 ENHANCING CUSTOMER COMPETITIVENESS THROUGH TECHNOLOGICAL INNOVATION (LOCUS - LOYALTY CUSTOMER) Online Donations Mallings & Solicitations Gift & Pledge Tracking One Data Source Special Events Thank-Yous o 31 Campaign Plarining Donor Segmenting Donation Processing Locus CRM Loyalty is a comprehensive, customer-cntric loyalty solution that supports entire loyalty program lifecycle. ... Locus CRM Loyalty module provides an open, standard-based, and scalable platform in order to easily integrate with other systems. Locus CRM provides the most comprehensive customer management and contact center solution available to all industries, outlined by the CRM operations map. Through integration with back office systems, inventory, accounting, and HR system, Locus CRM provides a comprehensive best of breed, end-to-end solution to encompass all customer touch points while simultaneously providing flexible configuration to suit unique requirements. Locus CRM business process is mapped to industry standards to handle all aspects of customer management from sales, to marketing, customer service request handling, to problem handling and quality management. In the face of the challenges brought by the rapid transformation of various industries, organizations can leverage Locus CRM functionality to build a whole solution specifically tailored to their needs. Locus CRM automates key CRM processes out-of-the-box and integrates seamlessly with back office and external systems. Locus CRM Service module provides contact center agents or any Page 1 of 3 front-end staffs who serve customers, with a single intuitive view. The module is well suited for contact center agents and customer service representative (CSRs) handling inbound customer interactions such as customer information inquiries, product information or service requests; as well as outbound customer interactions such as call back or email activities. The Service module provides out-of-the-box computer telephony integration (CTI) to connect callers with customer profile information. Locus CRM Loyalty is a comprehensive, customer-centric loyalty solution that supports entire loyalty program lifecycle. Locus CRM Loyalty includes in-depth industry and loyalty best practices for member enrollment and management, tier management, accrual and redemption, personalized loyalty promotions and member communications. Locus CRM Loyalty module provides an open, standard-based, and scalable platform in order to easily integrate with other systems. Locus CRM adopted a new UI platform to support cross browser and various mobile devices such as iPad and android browsers; which are compatible with HTML5, CSS, and JavaScript. Locus CRM V2 is independent on browsers and mobile devices; making it a cross platform, multi-purpose CRM application from back office users to field agents. Source: LOCUS (Loyalty Customer) LOCUS An NTT DATA Company. Read the article above and answer the following questions relating customer relationship management (CRM) for Business Intelligence in logistics industry. (a) Describe the CRM activities in organizing customer retention as stated in the above diagram about the Gift & Pledge Tracking". (20 marks) (b) Explain the activity process at the Mailing & Solicitations, Special Events and "Campaign Planning" towards loyal customer retention. (30 marks)