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1. According to the March 2014 edition of CRM Magazine. The hottest customer service trends in 2014
including social media, cloud technology, and mobile devices.
The role of the customer services organization continues increasingly gain more respects. There is no
doubt business has one goal in mind, to win new clients and increase sustainable revenue. Well
understood also, in order for organization stay competitive, companies have to invest in technology
based solutions surrounding customer services. If that's not all, then it's all about CRM. You are an IT
manager with a dynamic personality, not only you have a perception of modern customer service, you
also have closely connected with technological innovation .
You are asked to develop a proposal to provide the important points and each step in the
implementation of a CRM system that includes cloud technology, mobile devices and social media
technology. In other words, this could be a strategy for a new business or to replace implementing and
applying for the current business. It will be based on everything you've learned so far and through this
course.
Before you start this assignment, it may be a good idea to go about gathering evidence based and
critical points of such:
- Social media for customer care
- Deploying customer services in the cloud technology and
- Using mobile technology to enhance customer service
Your paper should be organized as follows:
Section I. Introduction Section.
Section II. Outlines the previous works in this field and discuss the advantages of your approach over
existing paradigms (ex.: Problem Definition, Problem Characteristics, then Recent Trends).
Section III. Present the key ideas in your research with CRM in today's trends.
Section IV. Describes the design and implementation of your system prototype.
Section V. Explores possible directions for extending your work to support other areas.
Section VI. Offers concluding remarks
ASSIGNMENT FORMAT
+ Written Report (30 marks)
i) At least 10-page but not more than 50-page paper/report printed by Microsoft Word on A4 paper
ii) Include tables/figures (not count toward total number of pages required)
iii) APA Referencing Format, in Times New Roman, 12-point font size
iv) Plagiarized assignments will receive no more than 50% of the possible score
v) Late assignments will not be accepted
vi) Hardcopy should be turned in on or one week prior to your final exam date, also the carbon copy
should email to quenoi101@yahoo.com the same day.
+ Presentation (in class topic3-15 30 points)