Assignment Title: Customer Relationship Management
Assignment Front Sheet
| Learner Name: | Learner Registration ID: | |||
| Qualification: ATHE- Level 4 Business Management
Unit Title: 4.11 Assignment Title: Customer Relationship Management Assignment issued: Assignment submitted: 14th June 2018 |
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| Learning Outcomes | Assessment Criteria | A | NYA | Evidence to show achievement of the LO |
| LO1
Understand the importance of customer relationship management to business
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1.1 | |||
| Explain the key aspects of customer relationship management
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| 1.2 | ||||
| Analyse the benefits of good customer relationship management
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| 1.3 | ||||
| Analyse the impact of quality management systems on customer relationship management
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| LO2
Understand how good customer relationship management is achieved
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2.1 | |||
| Explain the processes necessary for achieving effective customer relationship management
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| 2.2 | ||||
| Explain the role of internal staff in achieving effective customer relations
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| 2.3 | ||||
| Assess the role of external stakeholders in achieving effective customer relations
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| LO3
Understand the use of loyalty schemes in customer relationship management
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3.1 |
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| Analyse the use of loyalty schemes to gain information about customers
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| 3.2 | ||||
| Explain how the information gained is used to inform marketing and customer service policy
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| LO4
Be able to plan improvements to customer relationship management
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4.1 |
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| Review customer relationship management in an organisation
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| 4.2 | ||||
| Propose improvements to processes for customer relationship management
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| 4.3 | ||||
| Propose improvements to the role of staff in promoting good customer relationships
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| 4.4 |
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| Produce a plan for the implementation of improvements
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| Actions needed to achieve LOs and meet the standards
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| Assessor:
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| Signature:
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| Date:
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A = Achieved
NYA = Not Yet Achieved
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