Good Day Everyone..
For this week lab task, what you need to do is just 'Googling' + Browsing the net...
As what we have covered last lecture, there are 3 different levels of CRM :
•Foundational service.
This includes the minimum necessary services such as Web site responsiveness.
(e.g., how quickly and accurately the service is provided), site effectiveness, and order fulfillment.
This includes the minimum necessary services such as Web site responsiveness.
(e.g., how quickly and accurately the service is provided), site effectiveness, and order fulfillment.
•Customer-centered services.
These services include order tracking, product configuration and customization, and security/trust. These are the services that matter the most to customers.
These services include order tracking, product configuration and customization, and security/trust. These are the services that matter the most to customers.
•Value-added services.
These are extra services such as online auctions and online training and education.
These are extra services such as online auctions and online training and education.
Review any available websites on the net and identify the websites which can be
categorised as providing Foundational services, Customer-centered services
and Value-added services.
Identify any TWO (2) websites for each category.
Example on how to write your findings are as the followings:
1. Websites that are providing Foundational Services is / are :
- xxxx
Justification:
This website is classified as providing Foundational Services to the
users/customers since it contains all the information for the potential tourists visiting
Mauritius. It is just an ordinary page which involves a very basic/minimal customer
interaction. It is only containing links that help in navigating between pages.
users/customers since it contains all the information for the potential tourists visiting
Mauritius. It is just an ordinary page which involves a very basic/minimal customer
interaction. It is only containing links that help in navigating between pages.
The speed of page loading is good. Etc.....
2. Websites that are providing Customer-centered Services is/are :
- xxxx
Justification:
This website provides a huge selections of products for the customers. It focuses on
satisfying the customers by providing a good customer services in terms of : a vast
selection of products, clear description and information of products, tutorials on how
to shop from the website, etc....
satisfying the customers by providing a good customer services in terms of : a vast
selection of products, clear description and information of products, tutorials on how
to shop from the website, etc....
3. Websites that are providing Value-added Services is :
- xxxx
Justification:
This website is providing value-added services to the customer since......
Summary/Conclusion
After you have identified sample of websites for each level of e-CRM, write a
summary/conclusion on your findings. You can summarised them by identifying
the differences of the 3 diff. levels of e-CRM or by the information included or other
possible areas.
summary/conclusion on your findings. You can summarised them by identifying
the differences of the 3 diff. levels of e-CRM or by the information included or other
possible areas.
******Learning Outcome*******
From this lab task, you are expected to differentiate the levels of e-CRM. In addition,
you should be able to see how organisations are providing Customer Relation
through Technology implementation.
you should be able to see how organisations are providing Customer Relation
through Technology implementation.
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