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Peer Review

Customer Knowledge Strategy - Part 1

Reviewed:

Jul 25, 2024 by Business
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Ratings

Overall Rating: 4.8 stars
Content Quality: 4.5 stars
Effectiveness: 4.8 stars
Ease of Use: 5.0 stars
Overview:

This is a 3 Part Presentation. By the end of this course, learners will gain insights and skills to: Identify the concepts of customer relationship management and its building blocks. Recognize different strategic and organisational aspects of CRM Explain the marketing aspects of CRM, the decision to invest in a specific customer relationship, and the way to develop relationships. Discuss the channels organisations use to interact with customers. Formulate the multichannel strategy and decide how to organise these channels. Discuss the CRM system and its implementation.

Type of Material:

Presentation

Recommended Uses:

  • in-class
  • lecture self-paced
  • homework
Technical Requirements:

Mozilla Firefox 121.0, Chrome

Identify Major Learning Goals:

  • Understanding of organizational investment in customer knowledge
  • Analyze organizational data management strategies for efficiency and value
  • Interpret data to transform into customer knowledge
  • Create an information policy that creates value for the company while respecting customer privacy
  • Identify the concepts of customer relationship management and its building blocks.
  • Recognize different strategic and organisational aspects of CRM.
  • Explain the marketing aspects of CRM, the decision to invest in a specific customer relationship, and the way to develop relationships.
  • Discuss the channels organisations use to interact with customers.
  • Formulate the multichannel strategy and decide how to organise these channels.
  • Discuss the CRM system and its implementation.
Target Student Population:

  • Upper-level marketing students
  • Graduate business studentss
Prerequisite Knowledge or Skills:

Marketing principles

Content Quality

Rating:
Strengths:

  • Power point uses different ways to display information such as graphs and flow charts
  • Numerous examples are provided
  • Quick lesson on customer knowledge, data, and value
Concerns:

  • Format has some issues...some words in white and some in black
  • Consistency would be better for the viewer
  • Many slides are wordy
  • Only 1 reference, some strong additional resources but somewhat general
  • Could use some examples

Potential Effectiveness as a Teaching Tool

Rating:
Strengths:

  • Learning objectives were provided by the author.
  • Information is easily understood and written for a varied audience.
  • Concepts are backed-up with examples.
  • Strong presentation
  • Identifies questions which suggest objectives
Concerns:

  • The power point does not supply questions or activities for the viewer.  It is solely an information providing document.
  • Could use pre-requisite knowledge to help set context

Ease of Use for Both Students and Faculty

Rating:
Strengths:

  • The site was working at time of review.
  • The pictures are bright and appealing.
  • The site is easy to navigate.
  • Professional and easy to use
Concerns:

  • The font colors are inconsistent and may cause issues for some viewers.
  • Review accessibility for all types of learners (PDF reader could read text; however, because PDF could not ascertain if Alt Text was present)
Other Issues and Comments:

  • Overall strong resource for learning
  • Easy to include in the right course/topic
  • The information contained in the power point is very useful for teaching this topic.
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