CRM Seminar Team 4 members: Siti Raudhah (031569Q) Janelle Lee (032244E) Fion Zhuo (032600A) Ang Jie Hui (035795U) Teaching Enterprise Project Customer Relationship Management Services Centre

Contents Introduction Objective Scope Limitation Design & Methodology Findings & Analysis Conclusion Recommendation

Introduction & Objectives Introduction Assigned to do a CRM Seminar Feedback form Target respondents are SBM 3rd year students Objectives To find out how the respondents felt towards the seminar Suggestions to improve future seminars Manage feedbacks & seminars

Limitation Pre-Problem faced: – To decide on how to distribute and collect back the feedback forms – Might not get back the exact 200 copies of the feedback forms Post-Problem faced: – Students might not be frank about their opinions – For open-ended questions; most of the students did not fill in

Design & Methodology Used both secondary and primary data Secondary data is to get samples feedback form from the internet and from various sectors Primary data is the results from the feedback form: to find out the attitudes, opinions and interests

Findings & Analysis 1.Diploma Courses 2.Registration 3.Seminar 4.Speakers 5.Open-Ended Questions The Survey were categorized into 5 sections:

Findings & Analysis 1. Diploma Courses

Findings & Analysis 2. Registration

Findings & Analysis 3. Seminar

Findings & Analysis 4. Speakers

Findings & Analysis 4. Speakers

Findings & Analysis 4. Speakers

Findings & Analysis 5. Open Ended Questions Students views on what they like best of the seminar. Experiences shared by the speaker was relevant and informative Content of the presentation was relevant The multi media presentation layout was well organized Gain more knowledge on CRM from different industry perspective and different company level of service expectation

Findings & Analysis Recommendation for improvement from student’s views AVA system was not professional enough Difficulty in hearing some of the speaker voices The lecture theatre was too crowded The duration for the seminar was too long Have to start the seminar on time 5. Open Ended Question

Conclusion Diploma Majority of the students are from Business Management course - More Business Management classes than Marketing classes - Students from financial service and accountancy & taxation may have attended another seminar held Registration Registration team was rated average overall - Huge crowds and are mostly inexperienced - Tag was block thus cannot be seen - Rating was based on all registration team members, thus, ones’ mistake would affect others

Conclusion Seminar Duration of 2 hours is adequate but there are still some who find it too long The topics of the speakers were relevant Speaker First speaker Mr. Jimmy Lau: - voice was quite soft - the presentation was interesting Second speaker Ms Christine Wong: - was very lively and managed to capture the audiences’ attention - included some humor sense Third speaker, Ms Cindy Fok: - she managed to keep the audiences’ attention with her - she was also quite informative

Recommendation Diploma All students from the School of Business should attend the seminar As the speakers are from the service sector, the topic touched on by them were relevant Registration They should undergo more training before the seminar Stands have to be provided for the tag for clearer view More bouncers have to be station to keep the crowd in order

Recommendation Seminar The Seminar should start and end on time Shortened the duration for each speaker The AVA system should be well-equip Speakers They should keep to their time limit Overall, the presentation for the speakers was very informative and useful for the students

Thank You… Q & A Session