Marketing Coursework On Social Custom Relation Management - 550 Words

Marketing Coursework On Social Custom Relation Management (Coursework Sample) Content: Assessment Item Cover SheetName of Student: (please state your surname last): IGNACIOStudent ID Number: 102205Unit Code: ISY2004/ISY204Unit Name: Information Systems Project ManagementLecturer: Dr. Ian KrycerTitle of Assessment Item: Project PlanDate assessment item is due:Actual date of Submission:Time of Submission: 2:00P.M.Student Declaration:I hereby state that this assessment item is my own work. All references and citations (as relevant) are included.Student Name:Date:Phaelyn IgnacioWord count: 3000Contents TOC \o "1-3" \h \z \u Student Declaration: PAGEREF _Toc494568961 \h 11.Social CRM project Introduction: PAGEREF _Toc494568962 \h 31.1. Gantt Chart: PAGEREF _Toc494568963 \h 4Figure 1: PAGEREF _Toc494568964 \h 7Figure 2: PAGEREF _Toc494568965 \h 81.2. Network diagram (critical path): PAGEREF _Toc494568966 \h 9Figure 1: PAGEREF _Toc494568967 \h 91.3. Eight milestones for this project using SMART criteria: PAGEREF _Toc494568968 \h 101.3. 1.Enduser Requirement analysis: PAGEREF _Toc494568969 \h 101.3.2. Developing social media management platform. PAGEREF _Toc494568970 \h 101.3.3. Marketing and customer care team development. PAGEREF _Toc494568971 \h 103.4.Design Development Integration Testing: PAGEREF _Toc494568972 \h 113.5. Improvement in the sale process: PAGEREF _Toc494568973 \h 113.6. Create centralized data base: PAGEREF _Toc494568974 \h 113.7. Develop monitoring and tracking system. PAGEREF _Toc494568975 \h 113.8. Feedback system: PAGEREF _Toc494568976 \h 121.4. Resource Table: PAGEREF _Toc494568977 \h 121.5. Budget: PAGEREF _Toc494568978 \h 131.6. RACI Table: PAGEREF _Toc494568979 \h 151.7.Potential risks for this project: PAGEREF _Toc494568980 \h 161.7.1 Risk register: PAGEREF _Toc494568981 \h 181.8.Probability/ Impact Matrix PAGEREF _Toc494568982 \h 191. Social CRM project Introduction:High Service Corporation is an international firm with up to 100,000 employees, working in different countries. The main purpose of the company is to recover their customer services and efficiently achieve their performance. To improve the services of their customer, high service corporation has developed CRM program which includes variety of projects that operates simultaneously. The social CRM project is the part of this program. With the help of this program, High service Incorporation has to improve and provide better quality customer services. Moreover, it has to develop an efficient project team that ensure effective customer management system within the given budget and schedule.Now days, communication through social media is leading the digital world. The changing aspects of social media development are clearly related to the advancement of the network, which has produced base for the usage of fresh and involved systems of communication (Trainor et al., 2013). Internet has capability to connect the people more efficiently, as compare to any other communicating media (Campbell et al., 2013).Currently, world is faci ng considerable changings in CRM domain, which is progressing in various categories that are under Social CRM. Its now easy to develop new methods of communication with multiple audiences because of opportunities given by digitization. Social media have stated enormous growths since the arrival of MySpace and Facebook. Facebook is the first wide-reaching community network with a consumption rate near to six hours per person in each month, five hours more than MySpaces use rate (Campbell et al., 2013).Greenberg defined the new type of CRM. As stated by him, it is a business strategy and viewpoint maintained by technology domain. The chief goal of the Social CRM theory is to shape a friendly relationship with customers and meanwhile broaden the customer network by means of previous customers (Greenberg ,2009). Due to the social media, the development in the customer relationship domain has carried businesses to contract with new customers. All the way through social media areas, it is conceivable to forecast the customers requirements and they can assist the CRM segment of business to discover companies opportunities (Beharam and SabbirRahman, 2012). According to (Alexander Much, 2013) the advancement of social media reformed the whole domain of digital world by generating new platforms for online business, marketing and reaching new customers.Given below is the description of Social CRM project plan.1. Gantt chart.2. Network Diagram (critical path).3. Eight milestones for this project using SMART criteria.4. Resources table5. Project budget, as calculated by MS Project6. RACI Table7. Potential risks for this project and risk register for all of them.8. Construct the Probability/ Impact Matrix for those 6 potential risks.1.1. Gantt Chart:In the Gantt chart of Social CRM project following activities have been entered in Ms project: * Initially we have entered the project specific milestones in the MS Project * Each milestone has list of activities * The duration required by each activity in days are entered, starting date of an activity and ending date is entered * In the last predecessor activities are entered.Here is the list of Gantt chart task entry: Task Mode Task Name Duration Start Finish Predecessors 1 Manually Scheduled End user requirement analysis. 0 days Mon 4/09/17 Mon 4/09/17 - 2 Auto Scheduled List down target customers. 8 days Tue 5/09/17 Thu 14/09/17 - 3 Auto Scheduled Problem identification of customer. 5 days Fri 15/09/17 Thu 21/09/17 2 4 Auto Scheduled Arrange consultants. 13 days Fri 22/09/17 Tue 10/10/17 3 5 Auto Scheduled Develop possible solutions. 5 days Fri 22/09/17 Thu 28/09/17 - 6 Auto Scheduled develop social media management platform 0 days Thu 28/09/17 Thu 28/09/17 - 7 Auto Scheduled Connect social media presence across all channels, 17 days Fri 29/09/17 Mon 23/10/17 5 8 Auto Scheduled Make schedule posts 13 days Tue 24/10/17 Thu 9/11/17 7 9 Manually Scheduled Interact with customers. 12 days Mon 30/10/17 Tue 14/11/17 7 10 Auto Scheduled Marketing and customer care team development. 0 days Tue 14/11/17 Tue 14/11/17 - Manually Scheduled Select team members from different departments. 6 days Wed 15/11/17 Wed 22/11/17 8 Auto Scheduled Hire experts. 10 days Wed 15/11/17 Tue 28/11/17 9 Auto Scheduled Design Development Integration Testing: 0 days Tue 28/11/17 Tue 28/11/17 - Auto Scheduled Select the platform design 8 days Wed 29/11/17 Fri 8/12/17 12 Auto Scheduled Implementation 7 days Tue 28/11/17 Wed 6/12/17 13 Auto Scheduled Testing. 13 days Thu 7/12/17 Mon 25/12/17 15 Auto Scheduled Improvement in the sale process. 0 days Mon 25/12/17 Mon 25/12/17 - Manually Scheduled Identify Current sale record. 8 days Tue 26/12/17 Thu 4/01/18 16 Auto Scheduled Market search. 8 days Thu 7/12/17 Mon 18/12/17 15 Manually Scheduled Make improvements. 6 days Thu 7/12/17 Thu 14/12/17 15 Auto Scheduled Create centralized data base. 0 days Thu 4/01/18 Thu 4/01/18 - Auto Scheduled Develop data base system 9 days Tue 19/12/17 Fri 29/12/17 19 Auto Scheduled Consult technician. 5 days Tue 19/12/17 Mon 25/12/17 19 Auto Scheduled Develop monitoring and tracking system. 0 days Wed 10/01/18 Wed 10/01/18 26 Auto Scheduled Updating. 5 days Fri 5/01/18 Thu 11/01/18 18 Manually Scheduled Recording data. 4 days Fri 5/01/18 Wed 10/01/18 18 Auto Scheduled Develop Control system 7 days Fri 12/01/18 Mon 22/01/18 25 Auto Scheduled Feedback system. 0 days Sun 4/02/18 Sun 4/02/18 - Auto Scheduled Develop Customer response service 11 days Tue 23/01/18 Tue 6/02/18 27 Auto Scheduled Develop company response service 8 days Tue 23/01/18 Thu 1/02/18 27 * Here is the Gant chart on MS Project:Figure 1:-24765051435000Figure 2:Figure 3:1.2. Network diagram (critical path):Figure 1:Figure 2:1.3. Eight milestones for this project using SMART criteria: * List of eight milestones are as following:1.Enduser requirement analysis.2.Developing social media managem ent platform.3.Marketing and customer care team development.4.Design Development ...