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Evidence Guide: BSBCUE605 - Develop and maintain a customer engagement marketing strategy

Student: __________________________________________________

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Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBCUE605 - Develop and maintain a customer engagement marketing strategy

What evidence can you provide to prove your understanding of each of the following citeria?

Apply sales and marketing principles to performance

  1. Select a valid framework of sales and marketing principles for a customer contact centre
  2. Achieve consensus on sales and marketing principles with stakeholders
  3. Integrate sales and marketing principles into customer contact operating objectives and strategies
  4. Identify elements of customer engagement centre supply chains
  5. Promote engagement centre effectively to supply chain customers
Select a valid framework of sales and marketing principles for a customer contact centre

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Achieve consensus on sales and marketing principles with stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Integrate sales and marketing principles into customer contact operating objectives and strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify elements of customer engagement centre supply chains

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote engagement centre effectively to supply chain customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate, evaluate and maintain a marketing database system

  1. Identify appropriate marketing database fields and functions
  2. Contribute to the development and testing of a marketing database
  3. Evaluate and enhance functionality of the marketing database to best serve the marketing operation
  4. Establish effective database maintenance procedures
  5. Establish contingency planning for failure of databases and systems
Identify appropriate marketing database fields and functions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to the development and testing of a marketing database

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate and enhance functionality of the marketing database to best serve the marketing operation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish effective database maintenance procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish contingency planning for failure of databases and systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and evaluate customer service and retention strategies

  1. Identify effective aftersales support strategies
  2. Develop strategies to retain customers and to build loyalty
  3. Establish processes to facilitate aftersales support and customer retention strategies
  4. Monitor and review aftersales support and customer retention processes
  5. Adjust processes to optimise customer service and retention
Identify effective aftersales support strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop strategies to retain customers and to build loyalty

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish processes to facilitate aftersales support and customer retention strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and review aftersales support and customer retention processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust processes to optimise customer service and retention

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse sales and customer activity results

  1. Identify sales and service report criteria relevant to the interests of stakeholders
  2. Analyse sales and service data in relation to key performance indicators
  3. Report on performance and activity data to stakeholders in a timely manner
Identify sales and service report criteria relevant to the interests of stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse sales and service data in relation to key performance indicators

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report on performance and activity data to stakeholders in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Apply sales and marketing principles to performance

1.1 Select a valid framework of sales and marketing principles for a customer contact centre

1.2 Achieve consensus on sales and marketing principles with stakeholders

1.3 Integrate sales and marketing principles into customer contact operating objectives and strategies

1.4 Identify elements of customer engagement centre supply chains

1.5 Promote engagement centre effectively to supply chain customers

2 Initiate, evaluate and maintain a marketing database system

2.1 Identify appropriate marketing database fields and functions

2.2 Contribute to the development and testing of a marketing database

2.3 Evaluate and enhance functionality of the marketing database to best serve the marketing operation

2.4 Establish effective database maintenance procedures

2.5 Establish contingency planning for failure of databases and systems

3 Develop and evaluate customer service and retention strategies

3.1 Identify effective aftersales support strategies

3.2 Develop strategies to retain customers and to build loyalty

3.3 Establish processes to facilitate aftersales support and customer retention strategies

3.4 Monitor and review aftersales support and customer retention processes

3.5 Adjust processes to optimise customer service and retention

4 Analyse sales and customer activity results

4.1 Identify sales and service report criteria relevant to the interests of stakeholders

4.2 Analyse sales and service data in relation to key performance indicators

4.3 Report on performance and activity data to stakeholders in a timely manner

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Apply sales and marketing principles to performance

1.1 Select a valid framework of sales and marketing principles for a customer contact centre

1.2 Achieve consensus on sales and marketing principles with stakeholders

1.3 Integrate sales and marketing principles into customer contact operating objectives and strategies

1.4 Identify elements of customer engagement centre supply chains

1.5 Promote engagement centre effectively to supply chain customers

2 Initiate, evaluate and maintain a marketing database system

2.1 Identify appropriate marketing database fields and functions

2.2 Contribute to the development and testing of a marketing database

2.3 Evaluate and enhance functionality of the marketing database to best serve the marketing operation

2.4 Establish effective database maintenance procedures

2.5 Establish contingency planning for failure of databases and systems

3 Develop and evaluate customer service and retention strategies

3.1 Identify effective aftersales support strategies

3.2 Develop strategies to retain customers and to build loyalty

3.3 Establish processes to facilitate aftersales support and customer retention strategies

3.4 Monitor and review aftersales support and customer retention processes

3.5 Adjust processes to optimise customer service and retention

4 Analyse sales and customer activity results

4.1 Identify sales and service report criteria relevant to the interests of stakeholders

4.2 Analyse sales and service data in relation to key performance indicators

4.3 Report on performance and activity data to stakeholders in a timely manner