WEB 435 Week 5 Learning Team Assignment CRM in E-Commerce

WEB 435 Week 5 Learning Team Assignment CRM in E-Commerce | University Of Phoenix 

WEB 435 Week 5 Learning Team Assignment CRM in E-Commerce
 
Part 1: Customer Service Tools and Procedures
 
Choose the best e-commerce site from your team.
 
Create an outline of customer service tools and procedures.
 
Write a 2-page description that provides detail of the outline and explains how they integrate with the new e-commerce site and the proposed customer relationship management (CRM) system.
 
Plan the development and integration of the customer service tools and procedures.
 
Service tools
 
Would you develop custom tools or use a commercial off-the-shelf system?
What is your justification?
What is your risk analysis?
 
Procedures
 
Would you use the waterfall model of the software development life cycle, scrum, or a different model? Why or why not?
 
Part 2: Customer Service Role Play
 
Create a customer service interaction role play, using a script, based on one of the following:
 
Angry customer
Usability of an e-commerce site
 
Customer confused by a technical error
Problem with website security
Problem with website navigation
 
Choose one of the formats below to submit your script:
 
Phone script
E-mail script
Interpersonal script
Video
Microsoft® PowerPoint® presentation