Reference no: EM133712565

Homework: Measuring CRM Success

Overview

For this homework, you will prepare a deliverable in your choice of format (written document, memo, infographic, PowerPoint, etc) that describes data points (or metrics) which can be used to track CRM Plan results.

Instructions

In Module, we learned about CRM metrics, or data points, that allow us to measure the results of a CRM plan.

I. Choose a product or service that you are familiar with. You may choose the same product or service that you used for last week's discussion when you created a buyer persona, or you may choose a different product or service.

II. Consider what types of data (metrics) that marketers might want to measure to determine how well they are managing customer relationships. You may wish to review the various metrics noted in the article "How to Measure CRM Success (Plus 13 Metrics You Should Know)".

III. Choose three metrics. Do not choose Customer Lifetime Value since we are addressing CLV in the next homework.

IV. Create a presentation in the format of your choice that does the following:

A. Describe each of the metrics you selected. Be sure to:

1. Name the metric

2. Describe what it measures

3. Explain how measuring that particular data point can help the company to understand how well they are managing their customer relationships.