Module 10 |

Module 10


You will be working as a consultant to develop a Customer Relationship Management plan for  a small but growing Independent Insurance Agency that needs some assistance to identify new customers, retain customers and grow revenue.  In order to prepare for developing the plan, you read the attached document: 

There is a sole owner of the three insurance offices in the Seattle area. 

There are 25 agents, marketing, accounting and other staff employed by the agency. 

The owner of the agency has asked you to prepare a plan, based upon your knowledge of CRM and new innovations in the field of social media and using the model of being customer-centric, addressing the following questions (two to three paragraphs for each, applying concepts from the past readings and illustrating your analysis and personal experience.

 Address the following: 

1.  Describe how using customer-centric practices and social media can help this company expand their customer base and improve the customer experience.

2.  Define logical  CRM goals  for The Rock Insurance  (Expanding customer base, application of social media tools, communication to community and improved customer experience).

3.  Identify how The Rock can manage CRM security ensuring customer privacy.

4.  Define how Big data might help The Rock (Social CRM textbook Chapters 22, 23).  Identify and define Big data and how it can be used to help the Rock expand its customer base and improve customer experience. Integrate concepts from the readings.

5.    Based upon what you have learned, how will the company measure the success of the Customer Relationship Management plan? 

Part Two:

Return to the Pew Articles on Trust. Review at least two of the following issues related to privacy, and provide a review and analysis of how the following issues may impact your use of technology or being a customer of a service or business: 

1.  Workplace security and privacy

2.  Health information security and convenience

3.  Consumer Loyalty Cards and profiling

4.  Auto Insurance discounts and monitoring

5.  Personal details and advertisements

6.  Home activities and data capture

Clear communications skills are a must not only for this and other college classes, but to get a good job as well. If you need help with your writing skills, please check in with the University Writing Center. If you have difficulty with basic English skills, check out some of their more specific resources online here. If English is a second language, the Writing Center has even more help available here.

“Turnitin” has been turned on for all assignments in this class. This utility automatically searches the web for writings that are similar or identical to what you have written and compares them. It gives indicators as to how similar things are. If you copy and paste or closely paraphrase, alerts will show. Plagiarism is not acceptable. Think before you write and use your own words.

Cite your sources using APA format using the following guidelines: (Links to an external site.)

APA citation basics

When using APA format, follow the author-date method of in-text citation. This means that the author’s last name and the year of publication for the source should appear in the text, for example, (Jones, 1998), and a complete reference should appear in the reference list at the end of the paper.

If you are referring to an idea from another work but NOT directly quoting the material, or making reference to an entire book, article or other work, you only have to make reference to the author and year of publication and not the page number in your in-text reference. All sources that are cited in the text must appear in the reference list at the end of the paper. (retrieved from, (Links to an external site.) March 7, 2016)

And the following guidelines for the reference page: (Links to an external site.) (Links to an external site.)

Rubric:   RubricCRMfinal.docx

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