BIZ104 Customer Experience Management Assessment CEM Strategy Report

ASSESSMENT BRIEF 3
Subject Code and
Title BIZ104 Customer Familiarity Inferress
Tribute CEM Temporization Tidings (40%)
Individual/Group Individual
Length 2000 Words (+/- 10%)
Erudition Outcomes a) Parallel and dissimilarity the emerging concepts and manners that underpin the customer familiarity
b) Engage the swing of discernment to the customer familiarity of employment uttery
c) Document a customer tour map
d) Disencumbered and co-opeobjurgate a customer familiarity temporization
e) Identify sols to warner and evaluate a customer familiarity temporization
Submission
By 11:55pm AEST/AEDT Sunday of Module 6 (Week 12)
Weighting 40%
Total Marks 100 marks
Context:
BIZ104_Tribute Tiny 3_CEM
Temporization Tidings_Module 6
This tribute endowment to engage your erudition throughout the averment towards a unified customer familiarity inferress temporization tidings. The lean is to lore, analyse and co-opeobjurgate how the clarified organisation from tribute 2 earn manipulate customer familiarity(s) towards achieving a feature infamy discernment and customer fealty.
Your lean is to elucidate and co-opeobjurgate a CEM temporization avermenting ce employment gaps in the give plight and proposing a amelioobjurgate employment gift. Using familiarity mapping sols and engageing familiarity inferress methodologies, the giveation should averment ce how the CEM temporization provides the organisation with a competitive manner.
Importation the role of consultants, you lean to urge an reception of inferress staff amid the clarified comcomposition from tribute 2 of a amelioobjurgate avenue to managing their customers’ familiarity(s).
Instructions:
Applying concepts throughout the averment, groups earn draft a CEM temporization that –
• Introduces the union contrast and diligence
• Identifies and distinguishs 3 customer limbs and profiles (with personas)
• Connects customer familiarity maps with an updated vocation appraise affirmation ce each limb or customer profile
• Chooses the Voice of the Customer (VOC) and customer feedback obtained from lore into averment in ceming the familiarity temporization
• Applies the IDIC example towards achieving constant customer relationships
• Gives the appraise affirmation ce each limb.
• Maps the prevalent familiarity and tour maps ce each of the 3 customer profiles.
• Elucidates the prevalent aver of the customer familiarity and where the challenges and opportunities ce correction are.
• Exemplifys how your recommended customer familiarity temporization contributes towards an intended infamy discernment
• Exemplifys how the customer familiarity earn be measured and evaluated
• Proposes improved employment gifts by engageing best manner CEM concepts balmy through the averment, axioms placid from Voice of the Customer (VOC), confabulation, estimate and other purpose lore sols.
• Documents steps towards ceming a customer centricorganization
You are expected to engage such concepts as:
• IDIC example,
• Customer Affect-points,
• Moments of Truth,
• Infamy familiarity,
Appraise Affirmation Illustration sols include: • Customer personas,
• Alignment diagrams (Familiarity maps, customer tour maps, employment blueprints, intangible example diagrams),
• temporization maps,
• temporization canvas,
• appraise affirmation canvas.
Students are encouraged to test and rebestowal customer familiarity mapping and giveation sols to elucidate their CEM temporization. There earn be opportunities to manner and test these through the averment.
Erudition Rubrics CEM Temporization Giveation Throng
AssessmentAttributes Fall 0-49
Pass 50-64
Credit 65-74
Distinction 75-84
Eminent Distinction 84-100
Familiarity and
understanding
20% Limited interpretation of requiredconcepts and familiarity.
Explanation components of the ordinance are referable inferressed. Familiarity or interpretation of the purpose or controlm.
Resembles a restrainteclosure or abstract of explanation conceptions.
Repeatedly conflates/confuses assumption of specific referableion with instruction substantiated by appearance from the lore/course representatives. Thorough familiarity or interpretation of the purpose or controlm/s.
Supports specific referableion and instruction substantiated by appearance from the lore/course representatives.
Demonstrates a volume to illustobjurgate and engage apt concepts. Eminently open interpretation of the subject.
Has inferressed every explanation areas of the tribute in component and demonstrated a volume to plainly illustobjurgate every apt concepts. A confused interpretation of the subject.
Has inferressed every of the explanation concepts in component and demonstrated a volume to infer recognition and aid interpretation to the concepts testd.
Illustration and message of Customer personas, alignment diagrams, and
temporization maps
30%
So tiny and referable sentimentful of accomplished tour or temporization.
Thoughtful of pre- agreement, habit as polite-behaved-mannered-mannered as post- agreement. Referable distinct how the lore has driven the fable of the maps and diagrams
Research-driven maps with recognitions adventitious ceoptimizing affect- points and maximizing appraise affirmation.
Inferential maps of tours with distinct caportraiture from the compiled representationr lore. Student conceives the intangible examples ce the
customer and has recognition ce cunning an familiarity ce them.
Excellently giveed map with representative recognitionsinto the
customer’s
triggers, drivers, swingrs and other explanation empathy
facets ce cunning the familiarity. Is robustly lore- fixed.
Evaluation of strategic situation and strategic options
20% Specific situations and options fall to choose into averment complexities or situations and options areunsupported. Gives and succinctly discusses apt and attended strategic situation and options. Gives and succinctly discusses apt and attended strategic situation and options and includeslimitations. Gives and succinctly discusses apt and attended strategic situation and options and includes limitations and implications. Gives and succinctly discusses apt and attended strategic situation and options, includes limitations and implications, and offers alternatives.
Critical controlced, giveation and apology of an reasoning and/or situation
15% Specific situation (perspective orargument) falls to choose into averment thecomplexities of the offspring(s) or purpose of the ordinance.
Makes assumptions that are referable reasonableified. Specific situation (perspective or reasoning) begins to choose into averment the offspring(s) or purpose of the ordinance.
Justifies any omissions reached with reasonings referable narrowly assumption. Specific situation (perspective or reasoning) chooses into averment the complexities of the offspring(s) or purpose of the ordinance. Others’ points of estimate are referable attributable attributable attributable attributable attributable attributable attributable attributableorious.
Justifies any omissions reached with polite-behaved-mannered- cemed reasonings referable narrowly assumption. Specific situation (perspective or reasoning) is not attributable attributable attributable attributable attributable-difficultly giveed and correspondently chooses into averment the complexities of the offspring(s) and purpose of the ordinance.
Justifies any omissions reached with polite-behaved-mannered-open reasonings. Specific situation (perspective or reasoning) is giveed not attributable attributable attributable attributable attributable-difficultly, authoritatively and imaginatively, correspondently importation into averment the complexities of the offspring(s) and purpose of the ordinance. Limits of situation are referable attributable attributable attributable attributable attributable attributable attributable attributableorious.
Justifies any omissions
reached with confused reasonings.
Rebestowal of academic and controlm conventions and sources of appearance Insufficiently written with errors in spelling, mode. Is written according to academic genre (e.g. with gate, omission or abstract) and has Is polite-behaved-mannered-written and adheres to the academic genre (e.g. with gate, omission Is very polite-behaved-mannered-written and adheres to the academic genre. Not attributable attributable attributable attributable attributable-difficultly written and adheres to the academic genre.
15% nature, trustworthy and apt lore sources to maintenance and disencumberedideas.
There are mistakes in using the APA mode. consideobjurgate spelling, mode, judgment and passage composition.
Demonstrates consonant rebestowal of trustworthy and apt lore sources to maintenance and disencumbered conceptions, yet these are referable regularly open or polite-behaved-mannered-mannered open.
There are no mistakes in using the APA mode. or abstract).
Demonstrates consonant rebestowal of eminent nature, trustworthy and apt lore sources to maintenance and disencumbered conceptions.
There are no mistakes in using the APA mode. Consonantly demonstrates not attributable attributable attributable attributable attributable-difficult rebestowal of cheerful nature, trustworthy and apt lore sources to maintenance and disencumbered embezzle reasonings and averments. Shows appearance of lection aid the explanation lection
There are no mistakes in using the APA mode. Demonstrates not attributable attributable attributable attributable attributable-difficult rebestowal of eminent-quality, trustworthy and apt lore sources to maintenance and disencumbered reasonings and situation averments. Shows ample appearance of lection aid the explanation lection
There are no mistakes in using the APA Mode.

ASSESSMENT BRIEF 2
Subject Code andTitle BIZ104 Customer Familiarity Inferress
Tribute Giveation throng of CEM Recognitions
Individual/Group Individual
Length (20 – 25 Slides)
Erudition Outcomes b. Engage the swing of discernment to the customer familiarity of employment uttery
c. Document a customer tour map
d. Identify sols to warner and evaluate a customer familiarity temporization
Submission Due by 11:55pm AEST/AEDT Sunday of Module 5 (Week 10)
Weighting 35%
Total Marks 100 marks
Context:
• This tribute advances the student’s customer familiarity lore skills. Representationr personas ce this tribute are required to be axioms-driven and accidentally validated.
• Students are so required to conceptualize customers interactingwith a work despite distinct as affect points such as in-store, website, sensitive, political media, and email.
• This tribute is contrived to disencumbered your replete lore skills to raise imported, axioms driven personas ce your clarified union or work.
• These personas are representatives of the representationrs of your work ce whom you are cunning an familiarity ce. You earn so be assessed on the rule you underchoose ce the identification, separation and customer lore ce your work.
Instructions:
You earn choice single of the controlthcoming of your confess functional or specific attention: work, employment, literature or fact. This can either be an stout or flush a projected work (i.e. a vocation conception, a projected fact or flush your nursery).
You are expected to persuade as considerable purpose and desktop lore as potential into the secret workings of your clarified composition, its diligence and its target customers.
Your lean is to engage lore sols and concepts towards identifying the challenges and opportunities ce achieving a customer familiarity that is in cord with the compositions strategic objectives.
Students are required to accomplished replete lore (in the cem of face-to-face consultations or contextual enquiry sessions) and satisfaction lore (ample scantling estimate) to consequence axioms-driven and validated representationr personas. Studentsearn so rebestowal their placid axioms to accomplished customer personas and tour maps.
Rebestowal the CEM lore sols to counter-testimony the questions – What is the prevalent aver of the employment familiarity of the work or composition? How does it objurgate or parallel with opponent gifts?
The tidings should:
• Offer a tiny gate to the diligence amid which the comcomposition competes and a tiny contrast into the union and its employment gift.
• Identify and distinguish 3 customer personas to elucidate and co-opeobjurgate their sole customer perspectives.
• Provide appearance of replete lore axioms using at last 2 of the controlthcoming:
-At last 5 customer confabulations,
-10 accomplishedd customer estimates,
-observational axioms from purpose lore -stout customer axioms
• Include customer tour maps ce 3 contrariant customer profiles demonstrating the customer’s familiarity precedently, during and succeeding the employment/work familiarity.
• Summarize the results of your lore by inferressing the prevalent aver of the employment familiarity of the work or comcomposition and how the prevalent customer familiarity objurgates or parallels with opponent gifts?
Lore Tidings – Erudition Rubrics
Assessment
Attributes
Fall (Unacceptable)
0-49 Pass
(Functional)
50-64 Credit
(Proficient)
65-74 Distinction
(Advanced)
75-84 Eminent Distinction
(Exceptional)
84-100
Adherence to imported representationr lore
methodology, nature
of lore pur-posening, relief,
identification of explanation CEM offsprings and disencumberedment of
consideobjurgate customer personas.
30% Falled to pur-pose and utter lore suitably. Less than 3 lore sessions with minimal recognition into reception limbs. Inaccuracies of lore, with falsified or coercionfeiture axioms. Insufficient nature personas that havebeen made up. Minimum trial in disencumbereding lore pur-pose, recruiting participants, sessions and collation of axioms. Personas consequenced with coercioncible inaccuracies. Lore pur-pose and relief displays student’s trial in wanting to cite recognitions from respondents. Lore generated explanation CEM offsprings that were tested in aid iterations. Fair-Cheerful persona nature. Polite-behaved-mannered-mannered performed lore pur-pose and sessions. Resulted in distinct customer personas. Iterations of lore confirmed and consideobjurgate personas open. Actively recruited respondents from sundry demographics (referable reasonable adherent students) and committed to citeing lore axioms and analyzing to attain at omissions. Exceeded the required pur-posening and lore activities ce this individuality. Loreed a eminent reckon of respondents with distinct iterations and robust lore abstract from primal axioms collated. Demonstrated commitment to aid replete lore until consideobjurgate personas were adventitious.
Offer and academic agreement, skills; mode, spelling,
language, career
15% Obscure to conceive ce reception, no close/distinct organization, insufficient career of conceptions, reasoning lacks maintenanceing appearance. No trial is made to sustain reception chosen, reception canreferable prosper the cord of controlced.
Unmomentous rebestowal of giveation aids, or the giveation aids and representative representationd are alien. Instruction, reasonings and appearance are giveed in a fashion that isreferable regularly distinct andlogical. Attempts are made to sustain the reception chosen, yet referable regularly controltunate. Cord of controlced is repeatedly obscure to prosper. Giveation aids are representationd past ce chattels than association. Instruction, reasonings and appearance are polite-behaved-mannered-mannered giveed, mainly distinct career of conceptions and reasonings. The reception is mainly chosen, cord of controlcedis not attributable attributable attributable attributable attributable-difficult to prosper. Chattelsive rebestowal of giveationaids. Instruction, reasonings and appearance are very polite-behaved-mannered-mannered giveed, the giveation is close, distinct and polite-behaved-mannered-mannered attended by appearance. Engages the reception, demonstrates cultural sensitivity. Carefully
and polite-behaved-mannered-mannered opportune giveations aids are representationd. Not attributable attributable attributable attributable attributable-difficultly giveed; the giveation is close, unassuming, and polite-behaved-mannered-mannered attended by appearance, demonstrating a distinct career of conceptions and reasonings. Engages and sustains reception’s attention in the subject, demonstrates eminent razes of cultural sensitivity Chattelsive rebestowal of distinct giveation aids, including graphics and multi-media.
BIZ104_BIZ104_Tribute Tiny 2_Offer Throng _Module 4

Correct quotation of explanation media and appearance
15%
Demonstrates inconsonant representationof cheerful nature, trustworthy and apt media to maintenance and disencumbered conceptions.
Demonstrates rebestowal of trustworthy and apt media to maintenanceand disencumbered conceptions, yet these arereferable regularly open or polite-behaved-mannereddeveloped.
Demonstrates rebestowal ofeminent nature, trustworthy and apt media to maintenance and disencumbered conceptions.
Demonstrates rebestowal of cheerful nature, trustworthy and apt media to maintenance and disencumbered reasonings and averments. Shows appearance of remotepurpose amid the organisation ce sourcingevidence
Demonstrates rebestowal ofhigh- nature, trustworthy and apt media to maintenance and disencumbered reasonings and situation averments. Shows appearance of remote purpose amid and extraneously the organisation ce sourcing appearance
Personas
20%
Personas are referable axioms-driven, are made up and antecedent.
Some appearance of limbation ce each persona, yet so abundant assumptions made extraneously appearance of lore validation.
Personas are backed by lore findings, are
mainly imported with some
accidental validation
Personas are axiomsdriven with distinct limbation and accidental validation.
Personas are axioms driven
with distinct limbation despite demographics, leans, attitudes and behaviours and are functionally giveed.
BIZ104_BIZ104_Tribute Tiny 2_Offer Throng_Module 4
Customer Tour
Maps
20% So tiny and referable sentimentful of accomplished tour. Insufficiently performed with unmomentous sentiment attached to explanation channels of interaction. Sentimentful of pre-engagement, habit as polite-behaved-mannered-mannered as post- agreement. Referable distinct how the
lore has driven the fable of the map. Basic channels ce representationr interaction referableed with minimal steps identified and draftd in each tour map. Lore-driven map with recognitions adventitious ce optimizing affect- points. Cheerful choiceion of channels and tours adopted ce componented interactions concurrently each tour. Componented maps of tours with distinct caportraiture from the compiled customer lore. Polite-behaved-mannered-mannered performed tour maps with eminent raze of component and plainly co-operated. Excellently giveed map with representative recognitions into the customer’s triggers, drivers, swingrs and
other explanation empathy facets. Is robustly lore-based. Exceeds requirements ce tour maps by rebestowal of eminent sum and nature of mapping as polite-behaved-mannered-mannered as summarized recognition into optimizing incontrovertible tours or paths. Functionally giveed.
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