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
What evidence can you provide to prove your understanding of each of the following citeria?
Review customer relationship management systems.
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Identify and communicate objectives of review of organisation’s customer relationship management (CRM) systems and engage staff in the process. Completed |
Evidence:
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Lead evaluation of organisation’s customer relationship data collection and analysis procedures to assess contribution to current business needs. Completed |
Evidence:
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Lead research into innovations in CRM systems and procedures and evaluation of applicability to organisational requirements. Completed |
Evidence:
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Lead research and selection of customer profiling data that would assist the organisation in building a sustainable competitive advantage. Completed |
Evidence:
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Consider and document proposals to enhance current organisational CRM capabilities and distribute to relevant personnel. Completed |
Evidence:
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Contribute to the selection and implementation of proposals according to scope of role and responsibilities. Completed |
Evidence:
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Monitor and analyse customer behaviour.
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Identify and communicate objectives of analysis of customer behaviour and engage staff in the process. Completed |
Evidence:
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Monitor customer relationship data collection to ensure enhanced CRM systems and procedures are implemented and provide value. Completed |
Evidence:
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Lead a review of current customer relationships and loyalty levels and set targets for enhanced outcomes. Completed |
Evidence:
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Lead research into customer demand for emerging products, services and strategies and evaluate applicability to business goals. Completed |
Evidence:
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Analyse internal and external data to identify trends in customer behaviour and predict future preferences. Completed |
Evidence:
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Consult on findings with staff team and other relevant personnel to identify trends and preferences to be addressed in the short and long term. Completed |
Evidence:
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Select and plan targeted events, offers and programs.
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Identify and communicate objectives of events, offers and programs and engage relevant staff in the selection and planning process. Completed |
Evidence:
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Lead a review of customer participation in, and response to, past events, offers and programs to identify improvements and new ideas. Completed |
Evidence:
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Lead a review of CRM and external customer behaviour data to identify potential relationship strengthening strategies for different customer target groups. Completed |
Evidence:
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Lead research into emerging strategies for building customer relationships and loyalty, and evaluate applicability to business goals. Completed |
Evidence:
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Consult with staff team and other relevant personnel to select cost-effective events, offers and programs for implementation. Completed |
Evidence:
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Lead staff team in planning and scheduling events, offers and programs. Completed |
Evidence:
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Promote targeted events, offers and programs.
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Organise preparation of equipment and materials for planned events, offers and programs. Completed |
Evidence:
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Coordinate notification of relevant stakeholders for each event, offer or program. Completed |
Evidence:
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Manage promotion of events, offers and programs. Completed |
Evidence:
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Lead review of customer responses to events, offers and programs and implementation of refinements as required. Completed |
Evidence:
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