Develop and maintain a customer contact marketing strategy

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBCCO605A, 'Develop and maintain a customer contact marketing strategy'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Develop and maintain a customer contact marketing strategy' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Apply sales and marketing principles to contact centre 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 all elements of customer contact centre supply chains

1.5. Promote contact centre effectively to supply chain customers and clients

2. Initiate, evaluate and maintain a marketing database system

2.1. Identify appropriate marketing database fields and functions

2.2. Contribute effectively 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 after-sales support strategies

3.2. Develop strategies to retain customers and to build loyalty

3.3. Establish processes to facilitate after-sales support and customer retention strategies

3.4. Monitor and review after-sales 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. Accurately report on performance and activity data to stakeholders in a timely manner

Qualifications and Skillsets

BSBCCO605A appears in the following qualifications:

  • BSB50307 - Diploma of Customer Contact
  • BSB60307 - Advanced Diploma of Customer Contact