case study of E-Customer Relationship Management

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Business Finance

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Read the case study on Tesco.com (Case Study 9.1, see below). Using what you have learnt in Chapter 9 about CRM and E-CRM, answer the following questions regarding the case.

Minimum Word count = 250 per question.

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MINISTRY OF EDUCATION IMAM ABDULRAHMAN BIN FAISAL UNIVERSITY COLLEGE OF COMPUTER SCIENCE & INFORMATION TECHNOLOGY ‫وزارة التعليم‬ ‫جامعة ا إلمام‬ ‫عبدالرحمن بن فيصل‬ ‫كلية علوم الحاسب‬ ‫وتقنية المعلومات‬ [CIS 513: E-Business Strategy] (2017-18) – [Term1] Assignment 2 Answer the following questions applying the knowledge learned from Chapter 9 – Customer Relationship Management Q. Read the case study on Tesco.com (Case Study 9.1, see below). Using what you have learnt in Chapter 9 about CRM and E-CRM, answer the following questions regarding the case. a) What is Tesco and what does it sell? Offline and online. 1 Marks b) Summarize using bullet points how Tesco making use of the online channel? Include the different mediums they are using and what they do on each? 2 Marks c) What are the specific activities/actions/tools they are using for E-CRM? 2 Marks d) Suggest ways in which Tecso can further improve and develop its CRM strategy online? (Please think about suitable ones for the company and don’t just state randomly. Give reasons why it make sense to use your suggestions.) 3 Marks Due Date: December 07, 2017 (midnight) This is an individual assignment Minimum Word count = 200 per question. MINISTRY OF EDUCATION IMAM ABDULRAHMAN BIN FAISAL UNIVERSITY COLLEGE OF COMPUTER SCIENCE & INFORMATION TECHNOLOGY ‫وزارة التعليم‬ ‫جامعة ا إلمام‬ ‫عبدالرحمن بن فيصل‬ ‫كلية علوم الحاسب‬ ‫وتقنية المعلومات‬ [CIS 513: E-Business Strategy] (2017-18) – [Term1] MINISTRY OF EDUCATION IMAM ABDULRAHMAN BIN FAISAL UNIVERSITY COLLEGE OF COMPUTER SCIENCE & INFORMATION TECHNOLOGY ‫وزارة التعليم‬ ‫جامعة ا إلمام‬ ‫عبدالرحمن بن فيصل‬ ‫كلية علوم الحاسب‬ ‫وتقنية المعلومات‬ [CIS 513: E-Business Strategy] (2017-18) – [Term1] MINISTRY OF EDUCATION IMAM ABDULRAHMAN BIN FAISAL UNIVERSITY COLLEGE OF COMPUTER SCIENCE & INFORMATION TECHNOLOGY ‫وزارة التعليم‬ ‫جامعة ا إلمام‬ ‫عبدالرحمن بن فيصل‬ ‫كلية علوم الحاسب‬ ‫وتقنية المعلومات‬ [CIS 513: E-Business Strategy] (2017-18) – [Term1]
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a) What is Tesco and what does it sell? Offline and online. 1 Marks
Tesco is a company based in Britain and has a presence all over Europe. It is a big food retail
group which made a profit of twenty one million Euros. In the same year, the sales by half the
year were at four hundred and one million Euros. Currently, the company gets more than a
hundred and sixty thousand orders every week. Online, the company sells nonfood stuff such as
books, DVDs and electronics. The company also has another department which has formed with
other organizations and clubs for businesses such as dieting clubs, flights and holidays. It also
specializes in music downloads, gasoline and DVD rentals. Over a decade ago in May 2005, a
new outlet was set up which specialized in selling clothes. The site was originally a place where
the company could expose their brands and hook up customers with the closest Tesco shop in
their environment. When it comes to competition, Tesco is a leader in...


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