Peer Review

Customer Knowledge Strategy - Part 3

Material Detail page

Reviewed:: Jul 30, 2024 by Business

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Ratings

Overall Rating:

Content Quality:

Effectiveness:

Ease of Use:

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
group

Technical Requirements:

Mozilla Firefox 122.0.1, Chrome

Identify Major Learning Goals:

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.
Understand customer data needs
Create customer profiles
Describe the use of customer profiles and information in marketing

Target Student Population:

Upper-level marketing students
Graduate business students

Prerequisite Knowledge or Skills:

Basic understanding of customer relationship management and the ability to manipulate data

Content Quality

Rating:

Strengths:

Quick lesson on data, privacy, and customer knowledge
Author provides detailed list of references and journal articles.
Author provides details for each concept being presented.

Concerns:

This power point is limited as to usage. An instructor can use it to support a concept or to introduce a concept, but not much is provided to allow for assessment.
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 information provided enhances a learners ability to learn and master new concepts.
The power point can be used to reinforce introduced concepts for learners.
Strong presentation
Identifies questions which suggest objectives

Concerns:

It may be difficult to use this tool in a variety of ways. It is limited to its usage.
Instructors would have to create their own way to assess the learning of their students.
Could use pre-requisite knowledge to help set context

Ease of Use for Both Students and Faculty

Rating:

Strengths:

The power point is easy to navigate.
The site was in working at time of review.
The site is colorful and vibrant.

Concerns:

There are inconsistencies in the font color. Some slides are in white and some are in black. This may cause issues for some learners.
Some slides are a bit wordy.
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 content is very good and will help a user learn the concepts.

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