CRM Seminar

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

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

3. 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

4. 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

5. 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

6. Findings & Analysis • Diploma Courses • Registration • Seminar • Speakers • Open-Ended Questions The Survey were categorized into 5 sections:

7. Findings & Analysis 1. Diploma Courses

8. Findings & Analysis 2. Registration

9. Findings & Analysis 3. Seminar

10. Findings & Analysis 4. Speakers

11. Findings & Analysis 4. Speakers

12. Findings & Analysis 4. Speakers

13. 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

14. Findings & Analysis 5. Open Ended Question 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

15. 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

16. 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

17. 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

18. 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

19. Q & A Session Thank You…