assessment 2 Customer relations report copy

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Charles Sturt University *

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Jan 9, 2024

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Assessment type: Report Word limit: 1200 - 1500 words (+/- 10%) Assessment 2: Team and organisational communications plan — Due date: Sunday of Week 7, 11:59pm (Melbourne Time) Weighting: 30% Word limit: 1,500 Words (+/-10%) Assessment type: Report Group or individual assessment: Individual — Overview This assessment draws on what you have learned in weeks 5–7 and uses the “time-machine” method to analyse a customer service failure that is the result of a poor customer and/or stakeholder management. The focus is on the production of strategies to better negotiate with stakeholders and to improve stakeholder alignment based on a clear understanding of the stakeholders. You will be required to develop a clear understanding of different stakeholder types and levels and produce effective and appropriate stakeholder alignment, engagement, and negotiation strategies. You will evaluate the effectiveness of communication strategies and stakeholder management approaches, then design a communications plan to implement the strategies. Purpose This is a review project of the kind undertaken by a CSM leader to improve future customer engagement and success. This analysis can be used by a Customer Success Manager (CSM) to understand what has gone wrong with a failure and put in place strategies to prevent the issue happening again. This analysis can also be used to give recommendations for future stakeholder engagement and communications. Page 1 of 7 What do you need to deliver? • 1 Report Tools • Microsoft Word or similar Course learning outcomes This assessment is linked to the following course learning outcomes: CLO 1 Evaluate the effectiveness of various customer relationship building strategies to identify approaches that drive increased customer retention and revenue CLO 2 Analyse the effectiveness of the role of self, team and organisation in building sustainable customer relationships CLO 3 Exercise various communication and negotiation methods and approaches to build engaged customer relationships Marking criteria

This assessment will measure your ability to: • describe a failed initiative and evaluate the effectiveness of communication strategies and stakeholder management approaches (5 pts) • develop strategies to improve stakeholder alignment, customer engagement, and plans for negotiation with different stakeholders (15 pts) • create and justify a communications plan to implement the engagement and negotiation strategies to various customers and/or stakeholders (5 pts) • conduct research and referencing (5 pts) Page 2 of 7 Assessment details This assessment will require you to understand the role of self, team and organisation in building effective stakeholder management and exercise various communication and negotiation approaches. You will analyse a customer service failure or failed initiative resulting from poor customer or stakeholder management. You can choose something from your workplace if appropriate. If you need help choosing or deciding on what incident to use for this assessment, then please contact your online facilitator to discuss. You will need to demonstrate your ability to create effective strategies and devise a well-aligned communications plan. To complete this assessment, you need to: • choose a customer service failure or failed initiative resulting from poor customer or stakeholder management, like the ones detailed in Task 5.3.2. • create strategies to prevent a re-occurrence • construct a communications plan to implement the strategies Target audience The target audience for the report is the customer success team (and other internal stakeholders) at the organisation you have chosen. Recommended length and structure Your report will be 1,500 words (+/-10%). It should include the following sections: 1. Background: Briefly describe the failure (250 words), the description must provide context for the stakeholder alignment strategies and communications plan. 2. Strategies: Produce four strategies to better negotiate with different stakeholders, and/or improve stakeholder alignment and/or customer engagement to prevent future failures (250 words per strategy) 3. Communications plan: Create a communications plan to communicate the above strategies to your team, organisation and stakeholder(s), the plan will be presented as a table (250 words). Required references Referencing guidelines Use Harvard referencing style for this assessment. You must acknowledge all the sources of information you have used in

Pts: 5 HD 5 to > 3.99 pts Description demonstrates the ability to construct a clear and insightful summary of the failed initiative and demonstrates strong knowledge of relevant context. Evaluation is clear, succinct, and comprehensive enabling a rich and detailed analysis. Demonstrates, insightful, comprehensive understanding of different stakeholder types and levels. D 3.99 to > 3.49 pts Description demonstrates the ability to construct a clear summary of the failed initiative and demonstrates substantial knowledge of relevant context. Evaluation is clear and succinct enabling a detailed analysis. Some minor gaps may exist. Demonstrates, comprehensive understanding of different stakeholder types and levels. Some minor gaps may exist. C 3.49 to > 2.99 pts Description demonstrates the ability to construct a summary of the failed initiative and demonstrates some knowledge of relevant context. Evaluation is clear enabling analysis although some gaps may exist. Demonstrates understanding of different stakeholder types and levels. Some minor gaps exist. P 2.99 to > 2.49 pts Description demonstrates a basic ability to construct a summary of the failed initiative and demonstrates little knowledge of relevant context. Evaluation is basic enabling limited analysis. Some gaps exist. Demonstrates basic understanding of different stakeholder types and levels. Some gaps exist. N DNS 2.49 to > 0 pts Description does not construct a summary of the failed initiative and demonstrates incorrect or no knowledge of relevant context. Evaluation is incomplete and/or unclear and/or is insufficient for analysis. Major gaps exist. 0 pts No evaluation provided Page 5 of 7 Criteria: Develop strategies to improve stakeholder alignment, customer engagement, and plans for negotiation with different stakeholders Pts: 15 HD 15 to > 11.99 pts Identifies multiple approaches for solving the problem that apply well within the specific context. Strategies are comprehensive, succinct and provide detailed plans to improve stakeholder alignment, engagement, and negotiation. Plans are in-depth, detailed, relevant to the case organisation and supported by evidence. D 11.99 to > 10.49 pts Identifies multiple approaches for solving the problem which apply within the specific context. Strategies are clear, succinct and provide logical plans to improve stakeholder alignment, engagement, and negotiation. Plans are consistent and mostly relevant to the case organisation and mainly supported by evidence. C

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10.49 to > 8.99 pts Identifies multiple approaches for solving the problem although some are not applied well within the specific context. Strategies are mostly clear and provide reasonable plans to improve stakeholder alignment, engagement, and negotiation. Plans are usually relevant to the case organisation and partially supported by evidence. P 8.99 to > 7.49 pts Identifies minimal approaches for solving the problem that only apply loosely within the specific context. Strategies provide minimal plans to improve stakeholder alignment, engagement, and negotiation. Plans are sometimes relevant to the case organisation and minimally supported by evidence. N DNS 7.49 to > 0.0 pts Identifies one or more approaches for solving the problem that do not apply or are inappropriate within the specific context. Strategies are incomplete and/or unclear and/or is insufficiently developed. Major gaps exist. 0 pts No strategies provided. Page 6 of 7 Criteria: Create and justify a communications plan to implement the engagement and negotiation strategies to various customers and/or stakeholders Pts: 5 HD 5 to > 3.99 pts Plan is appropriate, detailed, and relevant to the stakeholders. Justification for the plan is comprehensively and logically supported by sound evidence. HD 5 to > 3.99 pts Consistently integrates research and ideas from relevant and appropriate sources. Consistently clear, well- integrated evidence using accurate paraphrase and summary. Consistently uses accurate references, appropriately positioned. D 3.99 to > 3.49 Pts Plan is appropriate, effective, and relevant to the stakeholders. Justification for the plan is comprehensively and logically supported by evidence. Some minor gaps may exist. D 3.99 to > 3.49 pts Integrates research and ideas from relevant and appropriate sources. Clear, well-integrated evidence using accurate paraphrase and summary. Uses mostly accurate references, appropriately positioned. C 3.49 to > 2.99 Pts Plan is relevant to the stakeholders. Justification for the plan is logically supported by evidence. Some minor gaps exist. C 3.49 to > 2.99 pts Generally integrates relevant theory from several mostly appropriate sources.

Paraphrases adequately to avoid plagiarism. References generally accurately positioned. P 2.99 to > 2.49 Pts Plan is basic but connected to the relevant stakeholders. Justification is basically supported by evidence. Gaps exist. P 2.99 to > 2.49 pts Integrates relevant theory from several mostly appropriate sources but with occasional irrelevant information. Generally paraphrases adequately to avoid plagiarism. References generally accurately positioned. N 2.49 to > 0.0 Pts Plan is incomplete and/or not appropriate to the stakeholders. Justification is illogical and/or not supported with evidence. Major gaps exist. N 2.49 to > 0.0 pts Fails to use relevant theory / or number of sources indicates lack of research. Does not paraphrase correctly. References positioned incorrectly or used inaccurately. DNS 0 pts Communications plan not provided Criteria: Conduct research and referencing Pts: 5 DNS 0 pts Fails to use any theory to inform report. Total 30 Page 7 of 7

assessment 2 Customer relations report copy

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