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Peer Review

Customer Knowledge Strategy - Part 2

Reviewed:

Jul 30, 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 organizational 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
Technical Requirements:

Mozilla Firefox 122.0, Chrome

Identify Major Learning Goals:

  • Create organizational policies for data utilization
  • Understand desired customer data 
  • Analyze customer profiles and use of this information
  • Identify the concepts of customer relationship management and its building blocks.
  • Recognize different strategic and organizational 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 organizations use to interact with customers.
  • Formulate the multichannel strategy and decide how to organize these channels.

Discuss the CRM system and its implementation.

Target Student Population:

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

Marketing principles

Content Quality

Rating:
Strengths:

  • Author provided resources and journal entries for additional personal research.
  • Author provides detailed explanation of the concepts provided.
  • Author used numerous types of learning materials such as graphs and charts.
  • Quick lesson on data, privacy, and customer information
Concerns:

  • The author did not provide or suggest additional questions, discussion, or activities to support the concepts.
  • The format may be an issue for some as some slides are a bit wordy.
  •  Only 1 reference, some strong additional resources but somewhat general
  • Could use some examples

Potential Effectiveness as a Teaching Tool

Rating:
Strengths:

  • The author provides the learning objectives.
  • The material in the power point supports the objectives.
  • The power point would be a good additional resource for this topic.
  • Strong presentation
  • Identifies questions which suggest objectives
Concerns:

  • The author does not suggest how to incorporate the provided material into any form of assessment.
  • User would have to determine how to use this resource within their instructional environment.
  •  Could use pre-requisite knowledge to help set context

Ease of Use for Both Students and Faculty

Rating:
Strengths:

  • The power point is vibrant and easy to navigate.
  • The layout is consistent.
  • The site and software were working at the time of the review.
  • Professional and easy to use
Concerns:

  • Some of the slides are a bit wordy and may be difficult for some to fully understand.
  • Some of the pictures did not coincide with the material being presented.
  • 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 power point provides lots of useful information for teachers to incorporate into their instructional environment.
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