Annotated Bibliography on Customer Relationship Management (CRM)

Assignment Task

Introduction

Starting the hardwaste collection service six months ago, an operational need has been identified to introduce an efficient way to capture customer and transaction data and assist in data analysis through planning and implementation. This annotated bibliography will reflect on relevant research to support the planning and implementation of a customer relationship management system (CRM).

Assessment

For this task, recall the material that we've covered so far in the course. Information Governance (IG) is quite helpful, if implemented correctly, in solving a set of problems or a wish for improvement in a business, that could be solved with an effective IG implementation. Quite often, academic articles can be useful, to enlighten a way forward (possible resolutions). These situations are bound to exist in any workplace for example, where you currently work or may work in the future and assume the form of problematic issues or opportunities that would create either a competitive advantage or deliver value. Helping the organisation grow in some way. This could be through things like a sound stakeholder analysis, risk management analysis, information security status assessment, standardised management system for records, adequately managed long-term digital preservation, etc.

The steps below outline a possible path to the successful completion of the assignment:

• From the work done in assessment 1 identify a pressing issue or opportunity that good IG could provide a solution for.

• Begin with a short paragraph defining what do you believe the problem to be

• Find 4 to 6 refereed articles that support the idea that this is a problem. In other words, find the articles that show why this is a problem.

• Write a summary paragraph at the end of your search explaining what you believe a solution to the problem would be. This would be the helicopter view of the solution. Note: you do not need to provide references for your solution as this is a purely creative exercise.

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