I.

SELECT AND SET ACTIVITY AND TRANSACTION RECORDS AND MEASUREMENTS

Analyse business plan and budget to identify relevant business information needs
Identify possible contact pathways
Identify measurement methods and MIS used in each step in engagement pathway
Configure information systems to capture required measurements
Develop & implement testing procedures for transaction and call/engagement pathway measurements

II. COLLECT DATA

Identify data collection methods in information technology systems used
Monitor quantitative and qualitative data collection to ensure accuracy
Ensure data collection is segmented or sorted as required and provides the correct levels of information

III. ANALYSE MIS RESULTING FROM CUSTOMER CONTACT ACTIVITIES

Identify call/engagement traffic and transaction patterns and other trends and activities
Apply correct data analysis methodologies
Accurately interpret data

IV. PREPARE AND PRESENT INFORMATION

Identify stakeholders for engagement centre information
Tailor engagement centre information presentations for each stakeholder as appropriate
Present both short- and long-term engagement centre information system reports as required

PART I
SELECT AND SET ACTIVITY AND
TRANSACTION RECORDS AND
MEASUREMENTS

BSBCUE602 Manage Customer Engagement Information

ANALYSE BUSINESS PLAN AND BUDGET TO IDENTIFY RELEVANT
BUSINESS INFORMATION NEEDS
The most common reason to perform a business plan analysis is to determine whether the
new project is a good investment or lending risk, or even whether it helps to pursue the
business objectives. You need to know how much risk the project represents, financially and
operationally. You need to ensure that the project and its implementation has sound financial
planning and a stable monitoring and control system.
A thorough analysis of the business plan should reveal your key objectives linked to customer
engagement, marketing as well as pursuing customer satisfaction. The project of
implementing a whole new customer engagement system requires that the new principles
and framework is based on the core objectives of your business and our operations. The team
responsible for customer engagement planning and management will commence the review
of the engagement framework and future requirements from your business plan. Business
plan must be analysed to understand:
Your service delivery mission and objectives
Your service policy framework and cultural integration
Your customer engagement philosophy and objectives
Your marketing strategy and guidelines
Related budget for finances, plans and limitations on funding
As a manager responsible for customer engagement, while analysing the business plan, you
should acquire knowledge of your products, services and related engagement tactics that
your company recommends for client dealing and customer service. This includes:
Identify information sources on products and services in a specified area and evaluate
them for reliability and validity
Identify purpose and use of products and services in relation to customers and their
needs
Identify and evaluate key features of products and services in relation to competition
Identify and evaluate strengths and weaknesses of our engagement strategies
List relevant product and service support details
In addition to analysing the budgets and the business plan, the managers should gather
relevant information from:
Internal associations
Information catalogues

2016 Education Club

3
Adelaide College of Technical Education