Essay Available:
You are here: Home → Coursework → Business & Marketing
Pages:
1 page/≈550 words
Sources:
14 Sources
Level:
Harvard
Subject:
Business & Marketing
Type:
Coursework
Language:
English (U.S.)
Document:
MS Word
Date:
Total cost:
$ 10.37
Topic:
Marketing Coursework On Social Custom Relation Management (Coursework Sample)
Instructions:
social CRM
source..Content:
Assessment Item Cover Sheet
Name of Student: (please state your surname last): IGNACIO
Student ID Number: 102205
Unit Code: ISY2004/ISY204Unit Name: Information Systems Project Management
Lecturer: Dr. Ian Krycer
Title of Assessment Item: Project Plan
Date assessment item is due:
Actual date of Submission:Time of Submission: 2:00P.M.
Student Declaration:
I hereby state that this assessment item is my own work. All references and citations (as relevant) are included.
Student Name:Date:
Phaelyn Ignacio
Word count: 3000
Contents TOC \o "1-3" \h \z \u Student Declaration: PAGEREF _Toc494568961 \h 11.Social CRM project Introduction: PAGEREF _Toc494568962 \h 31.1. Gantt Chart: PAGEREF _Toc494568963 \h 4Figure 1: PAGEREF _Toc494568964 \h 7Figure 2: PAGEREF _Toc494568965 \h 81.2. Network diagram (critical path): PAGEREF _Toc494568966 \h 9Figure 1: PAGEREF _Toc494568967 \h 91.3. Eight milestones for this project using SMART criteria: PAGEREF _Toc494568968 \h 101.3. 1.Enduser Requirement analysis: PAGEREF _Toc494568969 \h 101.3.2. Developing social media management platform. PAGEREF _Toc494568970 \h 101.3.3. Marketing and customer care team development. PAGEREF _Toc494568971 \h 103.4.Design Development & Integration Testing: PAGEREF _Toc494568972 \h 113.5. Improvement in the sale process: PAGEREF _Toc494568973 \h 113.6. Create centralized data base: PAGEREF _Toc494568974 \h 113.7. Develop monitoring and tracking system. PAGEREF _Toc494568975 \h 113.8. Feedback system: PAGEREF _Toc494568976 \h 121.4. Resource Table: PAGEREF _Toc494568977 \h 121.5. Budget: PAGEREF _Toc494568978 \h 131.6. RACI Table: PAGEREF _Toc494568979 \h 151.7.Potential risks for this project: PAGEREF _Toc494568980 \h 161.7.1 Risk register: PAGEREF _Toc494568981 \h 181.8.Probability/ Impact Matrix PAGEREF _Toc494568982 \h 19
1. Social CRM project Introduction:
High Service Corporation is an international firm with up to 100,000 employees, working in different countries. The main purpose of the company is to recover their customer services and efficiently achieve their performance. To improve the services of their customer, high service corporation has developed CRM program which includes variety of projects that operates simultaneously. The social CRM project is the part of this program. With the help of this program, High service Incorporation has to improve and provide better quality customer services. Moreover, it has to develop an efficient project team that ensure effective customer management system within the given budget and schedule.
Now days, communication through social media is leading the digital world. The changing aspects of social media development are clearly related to the advancement of the network, which has produced base for the usage of fresh and involved systems of communication (Trainor et al., 2013). Internet has capability to connect the people more efficiently, as compare to any other communicating media (Campbell et al., 2013).
Currently, world is facing considerable changings in CRM domain, which is progressing in various categories that are under Social CRM. It’s now easy to develop new methods of communication with multiple audiences because of opportunities given by digitization. Social media have stated enormous growths since the arrival of MySpace and Facebook. Facebook is the first wide-reaching community network with a consumption rate near to six hours per person in each month, five hours more than MySpace’s use rate (Campbell et al., 2013).
Greenberg defined the new type of CRM. As stated by him, it is a business strategy and viewpoint maintained by technology domain. The chief goal of the Social CRM theory is to shape a friendly relationship with customers and meanwhile broaden the customer network by means of previous customers (Greenberg ,2009). Due to the social media, the development in the customer relationship domain has carried businesses to contract with new customers. All the way through social media areas, it is conceivable to forecast the customer’s requirements and they can assist the CRM segment of business to discover companies’ opportunities (Beharam and SabbirRahman, 2012). According to (Alexander Much, 2013) the advancement of social media reformed the whole domain of digital world by generating new platforms for online business, marketing and reaching new customers.
Given below is the description of Social CRM project plan.
1. Gantt chart.
2. Network Diagram (critical path).
3. Eight milestones for this project using SMART criteria.
4. Resources table
5. Project budget, as calculated by MS Project
6. RACI Table
7. Potential risks for this project and risk register for all of them.
8. Construct the Probability/ Impact Matrix for those 6 potential risks.
1.1. Gantt Chart:
In the Gantt chart of Social CRM project following activities have been entered in Ms project:
* Initially we have entered the project specific milestones in the MS Project
* Each milestone has list of activities
* The duration required by each activity in days are entered, starting date of an activity and ending date is entered
* In the last predecessor activities are entered.
Here is the list of Gantt chart task entry:
Task Mode
Task Name
Duration
Start
Finish
Predecessors
1
Manually Scheduled
End user requirement analysis.
0 days
Mon 4/09/17
Mon 4/09/17
-
2
Auto Scheduled
List down target customers.
8 days
Tue 5/09/17
Thu 14/09/17
-
3
Auto Scheduled
Problem identification of customer.
5 days
Fri 15/09/17
Thu 21/09/17
2
4
Auto Scheduled
Arrange consultants.
13 days
Fri 22/09/17
Tue 10/10/17
3
5
Auto Scheduled
Develop possible solutions.
5 days
Fri 22/09/17
Thu 28/09/17
-
6
Auto Scheduled
develop social media management platform
0 days
Thu 28/09/17
Thu 28/09/17
-
7
Auto Scheduled
Connect social media presence across all channels,
17 days
Fri 29/09/17
Mon 23/10/17
5
8
Auto Scheduled
Make schedule posts
13 days
Tue 24/10/17
Thu 9/11/17
7
9
Manually Scheduled
Interact with customers.
12 days
Mon 30/10/17
Tue 14/11/17
7
10
Auto Scheduled
Marketing and customer care team development.
0 days
Tue 14/11/17
Tue 14/11/17
-
Manually Scheduled
Select team members from different departments.
6 days
Wed 15/11/17
Wed 22/11/17
8
Auto Scheduled
Hire experts.
10 days
Wed 15/11/17
Tue 28/11/17
9
Auto Scheduled
Design Development & Integration Testing:
0 days
Tue 28/11/17
Tue 28/11/17
-
Auto Scheduled
Select the platform design
8 days
Wed 29/11/17
Fri 8/12/17
12
Auto Scheduled
Implementation
7 days
Tue 28/11/17
Wed 6/12/17
13
Auto Scheduled
Testing.
13 days
Thu 7/12/17
Mon 25/12/17
15
Auto Scheduled
Improvement in the sale process.
0 days
Mon 25/12/17
Mon 25/12/17
-
Manually Scheduled
Identify Current sale record.
8 days
Tue 26/12/17
Thu 4/01/18
16
Auto Scheduled
Market search.
8 days
Thu 7/12/17
Mon 18/12/17
15
Manually Scheduled
Make improvements.
6 days
Thu 7/12/17
Thu 14/12/17
15
Auto Scheduled
Create centralized data base.
0 days
Thu 4/01/18
Thu 4/01/18
-
Auto Scheduled
Develop data base system
9 days
Tue 19/12/17
Fri 29/12/17
19
Auto Scheduled
Consult technician.
5 days
Tue 19/12/17
Mon 25/12/17
19
Auto Scheduled
Develop monitoring and tracking system.
0 days
Wed 10/01/18
Wed 10/01/18
26
Auto Scheduled
Updating.
5 days
Fri 5/01/18
Thu 11/01/18
18
Manually Scheduled
Recording data.
4 days
Fri 5/01/18
Wed 10/01/18
18
Auto Scheduled
Develop Control system
7 days
Fri 12/01/18
Mon 22/01/18
25
Auto Scheduled
Feedback system.
0 days
Sun 4/02/18
Sun 4/02/18
-
Auto Scheduled
Develop Customer response service
11 days
Tue 23/01/18
Tue 6/02/18
27
Auto Scheduled
Develop company response service
8 days
Tue 23/01/18
Thu 1/02/18
27
* Here is the Gant chart on MS Project:
Figure 1:
-24765051435000Figure 2:
Figure 3:
1.2. Network diagram (critical path):
Figure 1:
Figure 2:
1.3. Eight milestones for this project using SMART criteria:
* List of eight milestones are as following:
1.Enduser requirement analysis.
2.Developing social media management platform.
3.Marketing and customer care team development.
4.Design Development ...
Name of Student: (please state your surname last): IGNACIO
Student ID Number: 102205
Unit Code: ISY2004/ISY204Unit Name: Information Systems Project Management
Lecturer: Dr. Ian Krycer
Title of Assessment Item: Project Plan
Date assessment item is due:
Actual date of Submission:Time of Submission: 2:00P.M.
Student Declaration:
I hereby state that this assessment item is my own work. All references and citations (as relevant) are included.
Student Name:Date:
Phaelyn Ignacio
Word count: 3000
Contents TOC \o "1-3" \h \z \u Student Declaration: PAGEREF _Toc494568961 \h 11.Social CRM project Introduction: PAGEREF _Toc494568962 \h 31.1. Gantt Chart: PAGEREF _Toc494568963 \h 4Figure 1: PAGEREF _Toc494568964 \h 7Figure 2: PAGEREF _Toc494568965 \h 81.2. Network diagram (critical path): PAGEREF _Toc494568966 \h 9Figure 1: PAGEREF _Toc494568967 \h 91.3. Eight milestones for this project using SMART criteria: PAGEREF _Toc494568968 \h 101.3. 1.Enduser Requirement analysis: PAGEREF _Toc494568969 \h 101.3.2. Developing social media management platform. PAGEREF _Toc494568970 \h 101.3.3. Marketing and customer care team development. PAGEREF _Toc494568971 \h 103.4.Design Development & Integration Testing: PAGEREF _Toc494568972 \h 113.5. Improvement in the sale process: PAGEREF _Toc494568973 \h 113.6. Create centralized data base: PAGEREF _Toc494568974 \h 113.7. Develop monitoring and tracking system. PAGEREF _Toc494568975 \h 113.8. Feedback system: PAGEREF _Toc494568976 \h 121.4. Resource Table: PAGEREF _Toc494568977 \h 121.5. Budget: PAGEREF _Toc494568978 \h 131.6. RACI Table: PAGEREF _Toc494568979 \h 151.7.Potential risks for this project: PAGEREF _Toc494568980 \h 161.7.1 Risk register: PAGEREF _Toc494568981 \h 181.8.Probability/ Impact Matrix PAGEREF _Toc494568982 \h 19
1. Social CRM project Introduction:
High Service Corporation is an international firm with up to 100,000 employees, working in different countries. The main purpose of the company is to recover their customer services and efficiently achieve their performance. To improve the services of their customer, high service corporation has developed CRM program which includes variety of projects that operates simultaneously. The social CRM project is the part of this program. With the help of this program, High service Incorporation has to improve and provide better quality customer services. Moreover, it has to develop an efficient project team that ensure effective customer management system within the given budget and schedule.
Now days, communication through social media is leading the digital world. The changing aspects of social media development are clearly related to the advancement of the network, which has produced base for the usage of fresh and involved systems of communication (Trainor et al., 2013). Internet has capability to connect the people more efficiently, as compare to any other communicating media (Campbell et al., 2013).
Currently, world is facing considerable changings in CRM domain, which is progressing in various categories that are under Social CRM. It’s now easy to develop new methods of communication with multiple audiences because of opportunities given by digitization. Social media have stated enormous growths since the arrival of MySpace and Facebook. Facebook is the first wide-reaching community network with a consumption rate near to six hours per person in each month, five hours more than MySpace’s use rate (Campbell et al., 2013).
Greenberg defined the new type of CRM. As stated by him, it is a business strategy and viewpoint maintained by technology domain. The chief goal of the Social CRM theory is to shape a friendly relationship with customers and meanwhile broaden the customer network by means of previous customers (Greenberg ,2009). Due to the social media, the development in the customer relationship domain has carried businesses to contract with new customers. All the way through social media areas, it is conceivable to forecast the customer’s requirements and they can assist the CRM segment of business to discover companies’ opportunities (Beharam and SabbirRahman, 2012). According to (Alexander Much, 2013) the advancement of social media reformed the whole domain of digital world by generating new platforms for online business, marketing and reaching new customers.
Given below is the description of Social CRM project plan.
1. Gantt chart.
2. Network Diagram (critical path).
3. Eight milestones for this project using SMART criteria.
4. Resources table
5. Project budget, as calculated by MS Project
6. RACI Table
7. Potential risks for this project and risk register for all of them.
8. Construct the Probability/ Impact Matrix for those 6 potential risks.
1.1. Gantt Chart:
In the Gantt chart of Social CRM project following activities have been entered in Ms project:
* Initially we have entered the project specific milestones in the MS Project
* Each milestone has list of activities
* The duration required by each activity in days are entered, starting date of an activity and ending date is entered
* In the last predecessor activities are entered.
Here is the list of Gantt chart task entry:
Task Mode
Task Name
Duration
Start
Finish
Predecessors
1
Manually Scheduled
End user requirement analysis.
0 days
Mon 4/09/17
Mon 4/09/17
-
2
Auto Scheduled
List down target customers.
8 days
Tue 5/09/17
Thu 14/09/17
-
3
Auto Scheduled
Problem identification of customer.
5 days
Fri 15/09/17
Thu 21/09/17
2
4
Auto Scheduled
Arrange consultants.
13 days
Fri 22/09/17
Tue 10/10/17
3
5
Auto Scheduled
Develop possible solutions.
5 days
Fri 22/09/17
Thu 28/09/17
-
6
Auto Scheduled
develop social media management platform
0 days
Thu 28/09/17
Thu 28/09/17
-
7
Auto Scheduled
Connect social media presence across all channels,
17 days
Fri 29/09/17
Mon 23/10/17
5
8
Auto Scheduled
Make schedule posts
13 days
Tue 24/10/17
Thu 9/11/17
7
9
Manually Scheduled
Interact with customers.
12 days
Mon 30/10/17
Tue 14/11/17
7
10
Auto Scheduled
Marketing and customer care team development.
0 days
Tue 14/11/17
Tue 14/11/17
-
Manually Scheduled
Select team members from different departments.
6 days
Wed 15/11/17
Wed 22/11/17
8
Auto Scheduled
Hire experts.
10 days
Wed 15/11/17
Tue 28/11/17
9
Auto Scheduled
Design Development & Integration Testing:
0 days
Tue 28/11/17
Tue 28/11/17
-
Auto Scheduled
Select the platform design
8 days
Wed 29/11/17
Fri 8/12/17
12
Auto Scheduled
Implementation
7 days
Tue 28/11/17
Wed 6/12/17
13
Auto Scheduled
Testing.
13 days
Thu 7/12/17
Mon 25/12/17
15
Auto Scheduled
Improvement in the sale process.
0 days
Mon 25/12/17
Mon 25/12/17
-
Manually Scheduled
Identify Current sale record.
8 days
Tue 26/12/17
Thu 4/01/18
16
Auto Scheduled
Market search.
8 days
Thu 7/12/17
Mon 18/12/17
15
Manually Scheduled
Make improvements.
6 days
Thu 7/12/17
Thu 14/12/17
15
Auto Scheduled
Create centralized data base.
0 days
Thu 4/01/18
Thu 4/01/18
-
Auto Scheduled
Develop data base system
9 days
Tue 19/12/17
Fri 29/12/17
19
Auto Scheduled
Consult technician.
5 days
Tue 19/12/17
Mon 25/12/17
19
Auto Scheduled
Develop monitoring and tracking system.
0 days
Wed 10/01/18
Wed 10/01/18
26
Auto Scheduled
Updating.
5 days
Fri 5/01/18
Thu 11/01/18
18
Manually Scheduled
Recording data.
4 days
Fri 5/01/18
Wed 10/01/18
18
Auto Scheduled
Develop Control system
7 days
Fri 12/01/18
Mon 22/01/18
25
Auto Scheduled
Feedback system.
0 days
Sun 4/02/18
Sun 4/02/18
-
Auto Scheduled
Develop Customer response service
11 days
Tue 23/01/18
Tue 6/02/18
27
Auto Scheduled
Develop company response service
8 days
Tue 23/01/18
Thu 1/02/18
27
* Here is the Gant chart on MS Project:
Figure 1:
-24765051435000Figure 2:
Figure 3:
1.2. Network diagram (critical path):
Figure 1:
Figure 2:
1.3. Eight milestones for this project using SMART criteria:
* List of eight milestones are as following:
1.Enduser requirement analysis.
2.Developing social media management platform.
3.Marketing and customer care team development.
4.Design Development ...
Get the Whole Paper!
Not exactly what you need?
Do you need a custom essay? Order right now:
Other Topics:
- Marketing Coursework: Provide An Overview Of AppleDescription: Apple wants to expand its business. How can it do this from inside and outside the organisation? Provide an example of each....6 pages/≈1650 words| 6 Sources | Harvard | Business & Marketing | Coursework |
- Merit Of Less Than Optimal Market Solutions For The Delivery Of UK Public ServicesDescription: The public sector has been involved in provision of various services in the UK. Some of these include education, health, banking, media...9 pages/≈2475 words| 20 Sources | Harvard | Business & Marketing | Coursework |
- Discussing The Influence Of A Reward On Crowdfunding Consumer ParticipationDescription: Crowd funding is a common external capital source for ventures. The concept involves business mobilizing funds in small pieces for their ventures. ...1 page/≈275 words| 4 Sources | Harvard | Business & Marketing | Coursework |
