4.7customer management


Contents 1. SMART OBJECTIVES, DIGITAL STRATEGIES AND MARKETING METRICS 3 Objective-Strategy-Metric 1: Customer ………. 3 Discussion 1 3 Objective-Strategy-Metric 2: Customer ………. 4 Discussion 2 4 Objective-Strategy-Metric 3: Customer ………. 5 Discussion 3 5 2. CONCLUSION 6 REFERENCE LIST 7

SMART Objective 1:
Digital Strategy 1:
Proposed Metric(s):

SMART Objective 2:
Digital Strategy 2:
Proposed Metric(s):

SMART Objective 3:
Digital Strategy 3:
Proposed Metric(s):

Page 2 of 2


Before submitting your Customer Management report, we strongly recommend to go through this Checklist to ensure all key elements are included in your report. If there are any questions that you ticked NO, you can contact your seminar tutor. Alternatively, you can post it on Padlet board . https://padlet.com/Nurdilek_Dalziel_1/CW2

Yes / No

1. Is your chosen a company one of these organisations?
1. KFC
2. Shein
3. Tesla
4. TikTok
5. Uniqlo

2. Is the chosen company the SAME AS IN COURSEWORK 1? (You are allowed to change this only if you had selected in Coursework 1 a company outside the above list.)

Section 1
(1,300 words; 85 marks)

3. Have you presented THREE SMART objectives?

4. Have you presented a total of THREE DIGITAL strategies?

5. Have you presented a total of THREE marketing metrics?

6. Do you have ONE digital strategy for each objective?

7. Do you have ONE marketing metric for each strategy?

8. Are the SMART objectives on areas such as customer acquisition, retention, development, satisfaction, engagement, experience targets?

9. Have you justified each of the objectives with some of the following:
· screenshots from the chosen company’s website, social media sites
· screenshots from its competitors’ website, social media sites,
· current market trends
· evolving consumer behaviour, and so on

10. Is your discussion well supported with module textbook, module resources, credible academic and practitioner research?

Conclusion Section (200 words; 10 marks)

11. Informed by your analysis in Section 1, have you highlighted how well your company can benefit from digital CRM?


12. Have you cited the module textbook, resources introduced in lectures, and credible academic sources?

13. Have you used 1.15 line spacing and 11-point Calibri?

14. Is the language clear, professional, free of spelling / grammatical errors?

15. Is the information in table(s) in bullet points or two/three words and NOT in sentences/paragraphs?

16. Are you aware that the deadline is Wednesday, the 8th May 12pm noon (UK time)?

Customer Management Coursework 2 Checklist October 2023




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