course text 2009	BCS 412 Customer  Relationship Management GRADING	bb

In groups, or as an individual, you will pick one of the topics in BCS412, and using the web, find out additional information about the topic which you summarize, and then make some comments about - for posting on witiger.com

This was discussed in detail in class Feb 5th - if you missed the class :-(  ..... you should always come to class to keep up to date

In groups, or as an individual, you will pick a company for which you can identify several CRM "problems", such as segmentation, rewards & incentives, customer service, complaint handling, competitor intelligence, privacy issues & identity theft etc. etc.
Look at the BCS412 page to see the entire list of what we have covered.
You are also strongly encouraged to read the newspaper to identify other CRM problems relevant to the company.

• describe the company and its operations
• briefly describe the industry sector within which the company operates, and note any overall sector problems
• (eg., if you picked CIBC Bank, you would mention that all banks are having problems with identity theft which....)
• discuss how the company is handling (or not handling) the problem
• what are your recommendations

This Assignment is worth 20% of your final mark and is in 2 parts

• 10% written report
• 10% presentation to the class

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