Devry Inc Course Project

Keller Graduate School of Management
Professor: Dena Hale
Principles of Customer Experience Management

Rahil Motani
Rahilm_86@yahoo.com
CXM-527—February 23, 2014

Table of Contents 1. COVER PAGE………………………………………………………………………………………………………………………………1 2. TABLE OF CONTENTS………………………………………………………………………………………………………………...2 3. 1.0: COMPANY STATUS QUO……………………………………………………………………………………………………….3 4. 1.1 COMPANY BACKGROUND AND HUSTORY………………………………………………………………………………3 5. 1.2 CUSTOMER INTERACTION CHANNELS………………………………………………………………………………..3-4 6. 1.3 EXISTING CUSTOMER STRATEGY……………………………………………………………………………………….4-5 7. 1.4 EXISTING CUSTOMER SERVICE OVERVIEW……………………………………………………………………………5 8. 2.1 INTERACTION OVERVIEW…………………………………………………………………………………………………….5-6 9. 2.2 GENERATING AND MAINTAINING TRUST………………………………………………………………………………6 10. 2.3 DIFFUSING NEGATIVE FEEDBACK………………………………………………………………………………………6-7 11. 2.4 SCRIPTED INTERACTION SUGGESTION………………………………………………………………………………….7 12. 2.5 SOFTWARE VENDOR COMPARISON……………………………………………………………………………………….8 13. 3.0 CUSTOMER DATA PRIVACY……………………………………………………………………………………………………8 14. 3.1 IDENTIFYING INDIVIDUAL CUSTOMER………………………………………………………………………………….9 15. 3.2 RELAVANT CUSTOMER DATA……………………………………………………………………………………………9-10 16. 3.3 DATA COLLECTION LIMITS…………………………………………………………………………………………………..10 17. 3.4 INTERNAL DATA SHARING……………………………………………………………………………………………….10-11 18. 3.5 ASSURING PRIVACY………………………………………………………………………………………………………….11-12 19. 4.0 CUSTOMER VALUATION AND RETENTION……………………………………………………………………………12 20. 4.1 NEEDS DETERMINATION STRATEGY………………………………………………………………………………..12-13 21. 4.2 CUSTOMER VALUATION………………………………………………………………………………………………………..13 22. 4.3 CUSTOMER RETENTION POLICY…………………………………………………………………………………………...14 23. 5.0 SOCIAL