Customer Relationship Management Project Objective: The aim of this project is for the CIB 4203 students, individually, or in teams, to research, evaluate and/or recommend a technology enabled customer relationship management system for a company of their choosing. The submission should include one technology exhibit (Web Site; Social media, Blog etc.) designed to support the recommendation. Task: Assume that you or your group has been contracted as a team of marketing consultants by the respective business organization, and has been asked to recommend and develop a technology enabled customer relationship management plan for their current/new customers. The Customer Relationship Management Report should include the following: Current Situation: Task 1. Description of the company and an overview of its products and services and current customer relationship management system: (20 marks) T1.1 Describe the Project Overview including a description of the company and its product/service. (5 marks) T1.2 Identify the current situation/problem(s) (Why?). (7 marks) T1.3 Outline the purpose and rationale highlighting the need for a customer relationship management plan. (Why is the plan needed?). (8 marks) Justification: Task 2. Define the market opportunities as shaped by consumer behaviour: (20 marks) T2.1. Formulate a high level analysis Show the effect of internal and external forces faced by the company (Marketing SWOT Analysis). (12 marks) T2.2. Define your market segmentation: Divide the market in sub groups based on geographic, demographic, psychographic and behaviour. (8 marks) Proposal: Task 3. CRM Plan Proposal: (18 marks) T3.1 Research and discuss three possible technology-based CRM solutions for your organization. Give enough explanation of each possible solution. Make sure to include advantages and disadvantages of each of the solutions. (15 marks) T3.2 From the above three possible solutions, make your recommendation for one of them and give your reasoning. Why did you think that this is the best solution for this organization and its current situation? Provide at least 4 reasons that support your choice of technology exhibit in promoting your customer relationship management plan. (10 marks) T3.2 Provide one technology exhibit designed to support your proposal. Include Web site references, possible images of such IT solution, and any possible examples of other organization that are implementing this solution. (10 marks) The Full Report of the CRM plan must be submitted on Wednesday 23-July-2014 by 5:00 PM. WRITTEN GUIDELINES FOR CRM REPORT a. The report should be creative and innovative, using any graphics that will supplement your ideas, and the overall presentation of the plan. b. Each group member is expected to contribute to the overall written plan in an equitable manner. c. The report will be graded based on the content/substance, accuracy of information, creativity, and overall presentation of the information.