Online Customer Relationship Management

Assignment Objectives:

Evaluate the concepts of personalization, Customer Relationship Management (CRM), Customer Experience Management (CEM), relationship marketing, mass customization.

Develop a plan for customer relationship management and relationship marketing in the online environment.

Assignment Description:

Develop a PowerPoint presentation of 8?11 slides for a proposal, including 200?250 words of speaker notes per slide, covering the following:

  1. The proposal should begin with a brief explanation of each separate technique (1?2 slides).
  2. Present your evaluation of each technique?s strategic contribution to the e-business’s market leadership (3?4 slides). The specific techniques that you should evaluate in your plan include the following:
    • personalized customer interaction
    • customer relationship management (CRM)
    • customer experience management (CEM)
    • interactive relationship marketing
    • mass customization
    • customerization
  3. Conclude with a proposed plan for integrating all of the strategic techniques to achieve the e-business’s CRM and relationship marketing objectives (4?5 slides).

Use the presentation notes section to describe concept applications in detail.

At least 3 Sources

Company Scenario for this assignment has been attached as well. Thanks

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