Project- A CRM "IDIC audit"
Scope:
- For this group project, you will conduct an IDIC audit for any organizations (unrelated to SUU) you are familiar with or have access to. This can be a company or organization anywhere in Utah or anywhere in the world. You need to be familiar with it, or have some contact within the company who is willing to make time for you.
- You will study their current operations, and then suggest ways in which they can apply customer relationship management principles, specifically the IDIC framework.
Steps:
- Start by identifying the organization's key constituents (referred to as "customers" in the questions below).
- Find out what the company's objectives/goals are, with respect to each key constituent.
- Make recommendations based on the IDIC framework that will allow the organization to achieve those objectives.
The organization:
- You are free to pick any type of organization for this project (as long as it is not related to SUU in any way) - it can be a for-profit or non-profit organization, a consumer products company or an industrial products company, a service provider, etc.
- Tip: You should pick an organization where you will be able to study their operations and interview their personnel. Pick an organization you have access to or are fully familiar with.
The audit:
-You will focus on the four components of the IDIC framework: Identify, Differentiate, interact, and customize.
- The questions below can guide you through your analysts, and report-writing. (These are provided only as a guideline; this Is not an exhaustive list).
1. Identify:
- How do they currently identify their customer?
- What are their goals / objectives with respect to their customer?
- What customer-based metrics do they use?
- Is there any effort to track customers' use of the Website?
- What can be done to tag their customers?
- What are your recommendations/suggestions for how they should identify their customers to improve their operations?
2. Differentiate:
- Do they currently differentiate their customers? How?
- How do they calculate the lifetime value of their customers?
- Do they make an effort to find out the differential needs of their customer?
- Your recommendations/suggestions for how they can differentiate their customers?
- Describe how each of your suggestions will help the organization achieve their customer-related goals.
3. Interact:
- How do they currently interact with their customers?
- What are your recommendations on how they can improve their interactions with customers?
- Describe how each of your recommendations on interacting with customers will help the business.
4. Customize:
- How do they currently communicate with their customer?
- What are their current product offerings?
- What can be done to customize communication so that they are aligners with customer preferences and value?
- What can be done to customize product offerings so that they are aligned with customer preferences and value?
- What would you recommend in the terms of customization of communication and product offerings, and how will your suggestions help?